Front Desk Essentials:
Triage, Privacy, and De-Escalation

The biggest challenges faced by front-desk staff, along with suggested approaches, examples of positive responses, and strategies for dealing with specific types of behavior.

This one-page quick-reference guide provides scripts and decision points for the welcome-and-workflow seat.

Use these sample scripts to help guide your interactions with community members.

Examples of poor and positive responses to some of the common questions and question types you might face.

Suggestions for front-line staff who address disruptive, rude, entitled, annoying, and even dangerous behaviors.

After an escalation, people tend to do one of two unhelpful things: freeze and hold it, or ruminate and relive it. This guide acts as a tiny emergency landing checklist: short, repeatable, and calming.

This guide provides information and strategies for preventing and recovering from stress, burnout, and compassion fatigue