Healthcare professionals often encounter high-pressure situations where quick thinking and effective responses can make all the difference. To help you navigate these challenging moments, the South Dakota Association of Healthcare Organizations (SDAHO) is offering a comprehensive virtual training series that will equip you with the knowledge and skills necessary to manage crises confidently. From de-escalating tense interactions at the front desk to responding to an active shooter situation, this training will provide practical insights and strategies tailored to healthcare environments. Join us for engaging case studies, expert-led discussions, and proven best practices aimed at ensuring the safety and security of both staff and patients. This training is made possible by an award from the South Dakota Office of Rural Health and the Medicare Rural Hospital Flexibility funds.
Session 1: Defusing Angry Patients at Your Front Desk
March 4 at 12pm CT
Description:
Dealing with angry or upset patients is often one of the most stressful aspects of working at the front desk. This session explores how to identify potentially violent patients and visitors in healthcare settings. You’ll learn to recognize key warning signs and factors that escalate aggression, with a focus on early intervention. We’ll cover practical strategies such as active listening, proxemics, problem-solving, and the importance of teamwork in defusing tense situations. By understanding these techniques, you’ll be empowered to proactively manage difficult encounters, creating a safer environment for everyone involved.
Session 2: Active Shooter Prevention and Response in Healthcare
April 10 at 12pm CT
Description:
Active shooter situations require specialized protocols, especially within healthcare facilities. This session will equip you with strategies to prevent and respond effectively to such events. Topics include recognizing potential threats, implementing preventative measures, creating evacuation plans, and understanding the critical role of healthcare staff during a crisis. With actionable insights, you’ll be better prepared to protect patients, visitors, and colleagues during these rare but vital moments.
Session 3: Workplace Safety in Healthcare: Interactive Case Studies & Response Strategies
May 22 at 12pm CT
Description:
In this interactive session, you’ll dive into real-life case studies to learn how to handle various emergency situations in healthcare settings. Through group discussions and scenario-based exercises, you’ll have the chance to apply your knowledge and refine your crisis response strategies. This session provides valuable feedback from peers and expert guidance on how to respond effectively to both common and extreme situations, ensuring better outcomes during real-life incidents.
Presenter: Mike Cummings, Security Consultant | Healthcare Security & Workplace Violence Prevention Expert
With over 33 years of leadership in security, Mike Cummings is a recognized expert in healthcare security and workplace violence prevention. His contributions to the field have helped shape best practices and security protocols worldwide. A former International President of ASIS International, Mike has played a pivotal role in expanding security operations for Aurora Health Care, which grew from three to 15 hospitals. He’s also been recognized as one of the top influencers in security by Security Magazine and has served as an expert witness in various legal cases. With his vast experience, Mike is well-equipped to offer invaluable insights into improving workplace safety and crisis management in healthcare.
Acknowledgment and Disclaimer: This project is supported by the Health Resources and Services Administration (HRSA) of the U.S. Department of Health and Human Services (HHS) as part of an award totaling $775,690 with 0% percentage financed with non-governmental sources. The contents are those of the author(s) and do not necessarily represent the official views of, nor an endorsement, by HRSA, HHS, or the U.S. Government.
