There’s a place in nearly every community where you can quietly sit and, within moments, witness a wide range of human experiences unfold. It is a place filled with well-meaning workers who unintentionally sign up for the highest workplace violence rate of any industry. Hospitals—whether it’s the ER, a birthing center, or a waiting area—are environments where emotions can shift instantly. These shifts range from joyful relief to profound grief. In these moments, communication skills aren’t just helpful—they can be critical to safety and care.

In moments of violence or disruption, trained security teams step in quickly to help de-escalate the situation and ensure a safe environment for everyone. These public safety professionals bring the tools, training, and presence required to respond effectively, but what happens when they arrive depends not just on their individual preparation but also on how well they’ve trained alongside others on the scene. Leading hospital systems nationwide recognize that effective crisis prevention and intervention requires training that extends beyond their own departments.

 

Collaborative Communication Training is Key to Crisis Response

Using immersive MILO training systems, hospitals bring cross-functional teams—including security, clinical staff, and frontline support—together to train side by side. These collaborative training sessions emphasize that communication during a crisis isn’t just verbal—it involves reading cues, responding in real time, and working in sync with everyone on the scene. A multi-departmental approach helps prepare staff for the unpredictable nature of critical incidents and strengthens the team’s ability to respond safely and effectively.

Training teams to manage emotionally charged scenarios requires a low-stakes environment where employees can safely practice communication techniques, including tone, body language, and radio use. Providing a physically and psychologically safe space is essential. Simulation tools like MILO enable staff to engage naturally with scenarios and other stakeholders. Features such as the Trainee Action Capture (TAC) enable trainees to review their performance, while coaching sessions help them reflect on how their communication style can influence the outcome of an encounter.

 

Understanding Interpersonal and Intrapersonal Communication in Crisis Settings

Communication in safety and security settings involves both interpersonal and intrapersonal skills. Training often focuses on interpersonal communication—how we interact with individuals already involved in a crisis, such as a trespasser, a person experiencing a mental health crisis, upset patients, families, bystanders, dispatchers, and other support personnel on scene. However, effective crisis response also requires strong intrapersonal communication—the internal awareness and regulation of one’s own emotions, thoughts, and reactions before and during an incident. Expanding training to include both aspects helps prepare responders to manage high-stress situations more thoughtfully and effectively.

To improve crisis prevention and intervention, trainees must also focus on the nonverbal and paraverbal aspects of communication, such as posture, stance, tone, and volume. When staff become aware of their overall presence and align their words, tone, and body language, they build greater trust, foster better connections, and help create a calmer environment. This supportive atmosphere enables them to perform the vital work they are there to do more effectively.

Effective crisis communication in healthcare settings requires more than individual skills—it demands coordinated teamwork, self-awareness, and ongoing practice across all departments. By investing in immersive, multi-departmental training that addresses both interpersonal and intrapersonal communication, healthcare organizations can better prepare their staff to prevent and manage conflict, ultimately creating safer, more compassionate environments for patients, families, and employees alike.