To teach the participants how to de-escalate while prioritising safety following verbal de-escalation techniques in high-stress interactions.

Provide the staff participants with a clear script of restricted access policies to ensure consistency. Briefly review methods such as active listening, non-verbal communication and empathetic phrasing.

Scenario overview

Characters

The Nurse is the primary point of contact at the restricted area.

Her tasks include communicating hospital policies to the visitor, using de-escalation techniques such as active listening and empathy to manage the visitor’s emotions, and offering alternative solutions. She seeks assistance from security if the situation escalates.

The Visitor is a close relative of a patient and becomes increasingly emotional and aggressive while attempting to gain access to a restricted area.

He/she starts the interaction politely but gradually escalates frustration and aggression if denied entry. Uses emotional triggers such as accusations of indifference or threats to contact hospital administration. Tests the nurse’s ability to handle verbal aggression and maintain professionalism. Avoids physical aggression.

Security Personnel (Optional support role) serves as backup for the nurse if the situation escalates, reinforcing hospital policies and ensuring safety. If necessary, politely but firmly escorts the visitor away from the restricted area.

Background

A tense, emotional situation involving family and policy enforcement. A visitor is desperate to visit a family member who was taken ill unexpectedly and is now in hospital restricted area.

The focus is on problem solving, empathy and collaboration.

Setting A hospital corridor with restricted access signage.

Role Key Behaviours

Nurse:

Behaviours:

Maintain calm body language, actively listen, explain policies clearly and offer alternative solutions.

Tone:

Calm, firm, and empathetic.

Attitude:

Safety-focused, collaborative, solution-oriented, while also showing genuine concern for the visitor’s distress. Willing to de-escalate tension while enforcing rules. Focused on maintaining safety and order.

Irate Visitor:

Behaviours:

Display urgency (e.g., pacing, raised voice), appeal emotionally, ask persistent questions, and express frustration while staying focused on visiting their loved one.

Tone:

Emotional, pleading, with moments of exasperation.

Attitude:

Desperate for access but open to solutions, skeptical if not reassured.

ocuses on communication skills, empathy, and calming strategies to handle resistance and gain trust.

Simulation Flow

Setup

Arrange the setting to mimic a hospital corridor with appropriate signage ("Authorized Personnel Only"). Equip the nurse with a script summarising hospital policies.

Introduction

Introduce the scenario to participants privately and assign roles reminding them of the learning objectives and expected outcomes.

Execution

The simulation begins with the visitor arriving at the restricted area and politely requesting access.

The nurse denies entry and explains the policy.

The visitor becomes increasingly emotional and aggressive, accusing the nurse of being unhelpful.

The nurse uses de-escalation techniques to calm the visitor.

The nurse offers alternative solutions. If the situation escalates further, the nurse seeks help from security.

Resolution

The visitor calms down, accepts the policy or a solution proposed by the nurse.

By the end of the simulation, the participants should be able to:

1. Demonstrate effective use of de-escalation techniques
2. Communicate clearly and empathetically hospital policies
3. Maintain professionalism and composure under pressure
4. Collaborate with team members to resolve escalated situations

Possible Distractions or Twists

1. Additional visitor: introduce a second family member who further complicates the situation, increasing the tension.
2. Emotional breakdown: the visitor starts crying and pleading, testing the nurse's empathy.
3. Physical attempt to enter: The visitor tries to push past the nurse, requiring swift intervention by security.

1. Self-reflection – the participants express their immediate emotional reactions to the simulation
2. Analysis - explore together what happened during the simulation and why.
3. Highlight strengths and areas for improvement.
4. Summarise main takeaways from the session.