What the source explains
The resource addresses verbal and non-verbal communication, understanding concerns and recognising when an interaction needs to end. It also describes obtaining help and reporting what happened. Communication may help manage tension, but it cannot guarantee safety or make a worker responsible for another person’s violence. General advice about ending a service interaction must be adapted to healthcare duties and the institution’s emergency-care procedures.
Using this reading in your hospital
Practise short, respectful statements that explain the next available step without making promises the staff member cannot keep. Include a clear point at which staff withdraw and seek trained assistance. Keep the exercise focused on communication, not physical confrontation.
A question for your team
Can reception staff explain both the complaint route and the boundary against threats in language visitors understand?
Original source
- Canada guidance · Dealing with negative interactions ↗Canadian Centre for Occupational Health and Safety · Source checked 2026-09-10
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