slider 2200x1100

De-escalation Training for Healthcare Workers

Interested in MILO Simulation Solutions?

Talk to one of our experts about interactive training.
Get Simulation

De-escalation Training for Healthcare Workers

MILO’s Healthcare De-escalation Training empowers healthcare workers and supports the specific needs of clinicians while enabling them to focus on their most important job: patient care.

Caring for sick and injured patients is an emotionally taxing, physically intense, and stressful job. The threat of workplace violence in healthcare settings complicates an already high-adrenaline environment and can push healthcare professionals to their limits.


Workplace violence in healthcare has far-reaching consequences for both the workforce and patient safety. The extensive violence negatively impacts healthcare services, resulting in reduced care quality, increased absenteeism, and healthcare professionals leaving the field. Exposure to or the fear of violence in the workplace can also have severe psychological effects on healthcare workers, including anxiety, depression, low self-esteem, and post-traumatic stress disorder.

You can provide compassionate care while staying safe. Learning conflict resolution and de-escalation in healthcare settings is essential to this task. De-escalation training and workplace violence response training aren’t just for security and law enforcement officers: frontline staff, nurses, PAs, physicians, and other patient-care professionals are often the first people in a healthcare setting to encounter potential danger, and they must be ready to resolve conflicts with confidence and authority.

MILO Healthcare De-Escalation Training In Action

Major healthcare systems are already using MILO to improve their training and increase the safety, efficacy, and confidence of their staff while providing excellent patient care. One such system is Michigan Medicine at the University of Michigan, located in Ann Arbor, MI.

Michigan Medicine Division of Public Safety and Security is an acknowledged leader in healthcare security in patient and family-centered care. They leverage MILO simulator solutions in their award-winning educational program.

Collaborating with nurse educators, Michigan Medicine uses MILO simulators to deliver a healthcare safety and conflict management program focused on de-escalation, situational awareness, and body proxemics. Watch this video to see how Michigan Medicine DPSS uses simulation training to create a diverse, inclusive, and safe space for its security, guest services, and healthcare professional staff to grow and learn together.

Michigan Medicine DPSS Training Program

Michigan Medicine DPSS Training Program

Types of Workplace Violence in Healthcare Settings

Workplace violence can be physically and psychologically harmful to the personnel on duty. Over time, anxiety about the possibility of workplace violence—and the sense that one is not prepared for it—degrades the quality of life of healthcare workers and the quality of care for patients. MILO de-escalation training for healthcare settings prioritizes physical safety and lays the groundwork for protecting psychological safety and overall wellness in the face of any threat.

The National Institute for Occupational Safety and Health (NIOSH) classifies workplace violence into four basic types:

Type I involves criminal intent. In this type of workplace violence, perpetrators have no relationship with the healthcare setting or its employees.

Type II involves a customer, client, or patient. In this type, the individual has a relationship with the specific healthcare setting or provider and becomes violent while receiving services.

Type III violence is defined as an altercation between personnel and involves employees who attack or threaten other employees.

Type IV involves personal relationships and domestic violence. It includes individuals with interpersonal relationships with the intended target but no relationship to the particular setting.

According to NIOSH, Types II and III are the most common threats in hospitals or clinical settings.

Specific examples of escalating situations that potentially threaten safety in healthcare settings include:

  • Persons trespassing on hospital property
  • Persons experiencing homelessness
  • Persons experiencing mental health crises (including suicidal ideation or behavior)
  • Employees experiencing emotional trauma or displaying aggression
  • Waiting area encounters
  • Patient/staff interactions
  • Family member(s) experiencing agitation or severe emotional stress
  • Domestic disputes
  • Co-worker and employer/employee altercations

MILO simulators offer specific scenarios designed to equip users with the skills necessary for effective and safe conflict resolution. In addition to addressing conflict resolution and responses to workplace violence, MILO’s Mental Health Response scenarios have been instrumental in evaluating professionals’ ability to utilize a range of de-escalation techniques when assisting individuals experiencing a mental health crisis.

Healthcare Security Training System

MILO’s healthcare focused training scenarios are designed to offer healthcare workers and security officers a secure environment for accessing and practicing their de-escalation and conflict resolution skills. These scenarios prioritize safety for all involved, alleviating anxiety among healthcare workers, and ensuring consistent, high-quality care for every patient, without compromise.

MILO systems include a professionally produced library of interactive video scenarios. These are emotionally immersive, role-playing simulation scenarios with multi-branching decision trees. They were designed and developed with healthcare professionals, nurse educators, security personnel, hospital staff, and law enforcement to support the specific needs of clinicians and healthcare staff. The MILO scenario library offers flexibility and creativity within each scenario, and can be expanded with completely custom scenarios, tailored to specific threats, community dynamics, and healthcare facilities.

The instructor-controlled MILO learning environment fosters a growth mindset by offering a psychologically safe space for participants to ask questions, make mistakes, and refine their approaches.


Expand Close

Healthcare Situations Covered

MILO healthcare-specific scenarios are structured to address three primary skills in the face of workplace threats and violence.

  • emphasize communication, including conflict resolution and de-escalation.
  • situational awareness: “reading” a situation to assess the potential for threats and avoid tunnel vision.
  • body proxemics, using space and positioning to keep yourself safe while continuing to provide compassionate and effective patient care.
Expand Close

Healthcare Security and Safety Training Solutions

We invest time in understanding your needs and policies up front, then work closely with your team to develop and deliver the appropriate training solution. We’ll help you find the best way to integrate this custom solution into your training procedures, and support you in maintaining and evolving this solution as your policies and challenges inevitably change over time. We don’t just sell equipment; we partner with agencies and their instructors to develop their ideal simulation-based training solution.

Latest News and Videos

Related Simulator: Mission Specific Training Systems

The MILO Range Mission Specific Training System is the most advanced feature set available for interactive judgment training for school, mental health, and in-custody/corrections training.

Mission Specific Training Systems