Faculty Development for CALMER Conflict: A Novel Curriculum to Teach Trainees about De-escalating Patient Anger

Health care workers are five times more likely to experience workplace violence than the average US worker with verbal aggression from patients being a common occurrence. Verbal de-escalation is the first line approach to defusing anger, but due to individual skill and inconsistent training during medical education, physicians and medical students are often unprepared to address it effectively. Despite having the least experience, the most junior physicians on the team are often the first providers called to the bedside of agitated patients. This workshop presents the CALMER approach, a novel, easy to use method to verbal de-escalation. This framework orders six evidence-based skills to efficiently de-escalate agitation, identify the underlying emotions, and find acceptable solutions to conflict. This workshop will begin with an audience reflection on past encounters with agitated patients. Presenters will discuss the differential behind patient agitation and identify the primary emotions that often fuel the presenting anger, then outline the CALMER approach. Using a real case derived from presenter experience, participants will have an opportunity to apply the six skills from the CALMER approach to the scenario utilizing worksheets to generate potential words and phrases. Participants will then work in small groups applying the framework to practice scenarios, with input from presenters. The presenters will conclude with their experience employing this curriculum at their institution, providing best practices as well as navigating potential barriers to implementation.