For the patients and families clinical training didn't prepare you for.
Hospitals and health systems face high-conflict patients, families, and complaints daily — and clinical training rarely covers them. HCI gives patient relations teams, clinical leadership, and frontline staff a structured response: what to say, how to document it, and when to escalate. Used by major health systems including Boston Children's and Naval Medical Center San Diego.
If any of these sound familiar, you're not alone.
These are the patterns we hear from healthcare professionals every week. Each one comes from the same small group of high-conflict people who consume a disproportionate share of your team's time.
- Families who threaten complaints, lawsuits, or media after every interaction
- Patients whose pattern of behavior puts staff at risk
- Clinical leaders pulled into the same recurring conflicts
- Patient-relations teams burning out from a small number of cases
- Documentation that has to support clinical decisions if challenged
Programs built for your work.
A starter set of HCI training relevant to healthcare professionals. Browse the full catalog to filter by audience and format.
Managing HCPs at Work
Workplace conflict resolution training for HR, managers, and people leaders. 9 CE hours · accepted by many licensing boards. Reduce escalations and manage difficult employees.
Why these methods work in healthcare.
HCI methods have been adopted by hospital patient-relations offices, clinical leadership programs, and inpatient psychiatric units where high-conflict dynamics are a daily reality.
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BIFF Response®
Reply to hostile email and text without making it worse. Brief, Informative, Friendly, Firm.
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EAR Statements™
Three-second verbal moves that calm an upset person — Empathy, Attention, Respect.
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4 Big Skills®
The framework at the core of every New Ways® program: Flexible Thinking, Managed Emotions, Moderate Behaviors, Checking Yourself.
Custom training for healthcare organizations.
If you're bringing HCI to a healthcare team — whether 10 people or 1,000 — we design custom programs around your actual cases and roles. Half-day workshops to yearly Corporate Partnerships.
500,000+
Healthcare and other professionals trained worldwide since 2008.