What: FREE Webinar
When: November 13th, 2014 at 2:00 PM EDT
Zero incidents vs. Zero tolerance: Achieving a violence free environment through verbal de-escalation, optimum customer service and intuition
Director of Security Services
Seattle Children's Hospital
The premise of workplace violence is that almost all incidents are preventable. The “Zero incidents” theory prioritizes the art and science of prevention. “Zero tolerance” is reactionary and after the fact. With “zero incidents” we mitigate and hopefully eliminate the need to respond. A safe, therapeutic “zero incidents” environment is achieved by developing the verbal de-escalation customer service and intuitional skills of staff. Teaching staff the non-verbal, verbal and para verbal warning signs of escalation and possible violence are essential. The best violence prevention program that exists is trained alert staff that emphasize and exercise optimum customer service while listening to their intuition.