Did you ever tell someone to calm down? How did that work for you? Not so good, I bet. Why do some people arrive at a scene and seem to make things worse? Why do others arrive and appear to just naturally calm things down? Would you say your responses to behavioral emergencies are smooth-running operations or do they more often include a lot of chaos, uncoordinated activity, and disappointing outcomes?

Joel Lashley, author of Confidence in Conflict for Healthcare Professionals: Creating environments of care that are incompatible with violence, and Bill Singleton, a partner at Vistelar, discuss some difficult situations that are common in hospitals and the chaos that all too often occurs, due to inconsistent, ineffective, or non-existent training.

Is it possible to predict behavioral emergencies and prevent them from blowing up, or is it true that they all start just “out of the blue”? What can you do–or should you do–about “frequent flyers?” Or is “recycling” patients just another part of the job in healthcare?

Joel and Bill will discuss these topics and others, like:

• Why no one seems to be able to define what de-escalation is…until now
• The “natural” responses to crisis situations and why they are almost always bad
• How to prevent conflict and crisis through “non-escalation”, so the need for de-escalation is less frequent
• How to de-escalate agitation and aggression, and teach others to do the same
• How to take the lead in crisis situations and run your team effectively
• How to build cooperation between departments, like emergency care, psychiatry, and security; and coordinate their activity to improve overall safety and patient outcomes

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