By Susan Driscoll

There’s been a lot of reasons to celebrate and honor healthcare workers not only in the past month, but the past few years as well. But healthcare workers need more than our praise and our recognition – they need our help.

According to OSHA, workplace violence is four times more prevalent in healthcare than in other industries. One in four nurses report being assaulted on the job (American Nursing Association), which is helping fuel an exodus of nurses from the profession. According to McKinsey & Company, 32 per cent of registered nurses surveyed in the U.S. in November 2021 said they may leave their current direct-patient-care role.

This year the industry is responding more strongly than ever before to correct the workplace violence problems that continue to deeply hurt a profession of dedicated and thoughtful professionals. The U.S.-based Joint Commission is now requiring hospitals to provide detailed proof of workplace violence programs in place in order to become accredited. Legislators on both the state and federal levels have proposed legislation requiring hospitals to put plans in place to reduce violence and with stiffer penalties for those who commit such terrible violence. One common thread in all planning continues to be pro-actively training staff in the techniques of de-escalation.

Crisis Prevention Institute (CPI) is the world-leader in de-escalation training and workplace violence prevention. For 40 years, CPI has provided training programs for healthcare professionals focused on the mitigation of behavior escalation and an increase in positive outcomes through proven de-escalation and behavior management strategies and techniques. According to a survey done by CPI, 95% of healthcare organizations that experience training show improved staff de-escalation skills and improved overall safety since utilizing their training.

CPI trains healthcare professionals to de-escalate crises before they become violent by arming health care professionals with evidence-based techniques and knowledge to foster an enviornment of patient-centered care. Due to the current increase in workplace violence and to honor hospital workers in a meaninginful, tangible way, CPI has compiled tips in a downloadable, free resource at www.crisisprevention.com/nurse-mantras.

Our trainings prove that addressing behavior proactively can significantly change a situation’s trajectory and escalation. While we can’t control the emotions or actions of patients, families or even other staff, we can control the way we respond to situations so that it is constructive, positive and impacts real resolution. The following de-escalation tips are about support, not suppression, and about seeing each other with humanity and compassion.

1. Be Empathetic and Nonjudgemental. Do not judge or be dismissive of the feelings of the person in distress. Respect those feelings.
2. Respect personal space. Be aware of your position, posture and proximity when interacting with a person in distress. Allowing personal space shows respect, keeps you safer, and tends to decrease a person’s anxiety. If you must entere someone’s personal space to provide care, explain what you’re doing so the person feels less confused and frightened.
3. Use Nonthreateneing Nonverbals. The more a person is in distress, the less they hear your words – and the more they react to your nonverbal communication. Be mindful of your gestures, facial expressions, movements and tone of voice. Keep your tone and body language neutral.
4. Keep Your Emotional Brain in Check. Remain calm, rational and professional. While you can’t control the person’s behavior, how you respond will have a direct impact on whether the situation escalates or defuses.
5. Focus on Feelings. Facts are important, but how a person feels is the heart of the matter. Watch and listen carefully for the person’s real message. Try saying something like “That must be scary.” Supportve words like these will let the person know that you understand what’s happening.

A full list of de-escalation tips can be found at https://www.crisisprevention.com/Blog/CPI-s-Top-10-De-Escalation-Tips-Revisited.

This year, let’s give healthcare workers the praise and support they deserve by arming them with resources to handle today’s challenges.

Susan Driscoll is president of Crisis Prevention Institute.