How to de‑escalate difficult conversations in healthcare

- [Instructor] Welcome to De-escalation 101. The purpose of this course is to help familiarize you with the foundational concepts of de-escalation best practices. By the end of this course, you should be able to define de-escalation, identify when de-escalation tools should be utilized, and identify best practices to implement during de-escalation encounters. Often, we consider the healthcare experience to be solely focused on medical care and outcomes. But the reality is patient care experiences start at the arrival of the patient on campus, and the patient's experience and positive outcomes include our handling of them and their guests appropriately in all circumstances. This not only includes the easy encounters where everything is going right, but it also includes the inevitable encounters where everything is not just going right. Being equipped to respond to complicated, stressful, or difficult conversations helps…