The Power of Listening
When Protection Officer John Concepcion tries to calm a patient or visitor who is upset, you will see him touch him or her in powerful ways—but not with his hands. He reaches them through his ability to listen. John understands that the key to deescalating situations isn't to restrain people. It's to give them the freedom to speak and be heard. "We can work through the whole process by connecting with them and respecting them," said John. Taking the time to actively listen helps staff connect with patients and their families on many levels that can aid in healing.