Defusing Angry Patients at the Front Desk

Defusing Angry Patients at the Front Desk is organized by American Association of Oral and Maxillofacial Surgeons (AAOMS).

Release Date: May 15, 2024
Expiration Date: May 15, 2027

Description:
The healthcare profession is experiencing a growing and alarming trend in workplace violence. This 90-minute webinar will discuss strategies and tactics for defusing a situation without harm. Participants will learn about proxemics in the workplace and how to use space and distance to safely communicate. Participants will hone their verbal skills – including rate, volume and tone – and will learn options for resolution while setting non-negotiable boundaries. The importance of planning, practice and debrief to improve outcomes will be stressed. The webinar will end with a discussion of the major components of an effective workplace violence prevention program. These elements include senior leader support; sound policies, procedures and practices; implementing a multidisciplinary threat assessment team; communicating with staff regularly; and the role of data collection and analysis in program improvement.

Learning Objectives:
At the conclusion of this program, participants should be able to:
• Describe the dynamics and underlying factors contributing to an increase in healthcare violence.  
• Recognize the role that proxemics play in safely approaching and interacting with an angry persona.  
• Apply the verbal “do’s and don’ts” relative to use of verbal skills when dealing with angry patients.  
• Demonstrate how to negotiate for a win-win while setting non-negotiables.  
• Employ skills in dealing with these inevitable situations.