PSTS/Conflict Management Skills for Health Certified

This online training course covers a wide range of topics relating to PSTS/conflict management within the healthcare industry, such as complaint handling, effects of violence and post incident review. The course will take approximately one hour to complete, and at the end of the training there are a number of multiple choice questions based on the course content, which must be answered correctly to pass the course.

Train Healthcare are fully aligned with Skills For Health and have been awarded the Skills for Health ‘Quality Mark’ for our face to face and e-learning training courses

Course Content

NHS Protect

Fact and Figures

Definitions of Violence

Key Influences


Public Health Model

Hierarchical Approach

Prevention Strategies


Post Incident Review

Common Law Principles

Level of Force

Self Defence

Case Studies

Risk Assessment & Management

Causes of Aggression

Models of Aggression

Predictors and Preventers of Violence



Written Test

Group Work

Learning Outcomes

Candidates will be able to:

Describe the role of the NHS Protect

Describe explanations for aggression

Demonstrate non-verbal & verbal communication strategies & conflict resolution styles

Reflect on functional and dysfunctional coping strategies

Understand how service users can contribute to prevention strategies & issues

Demonstrate an understanding of the legal and ethical issues around the use of force

Have an awareness of Prevention Planning

Have an awareness of reduction strategies of restraint related risks

Understand the importance of post incident review & strategies for future prevention

Understand the scope of influences, changes to move towards a reduction of violence & aggression

Course meets the requirements of:

National Occupational Standards:

Dimenson: PROHSS1 (C) Make sure your own actions reduce risks to health and safety

KSF Framework:

Core Dimension Level 1 – Health, Safety & Security – Assist in maintaining own and others’ health, safety and security.

Core Dimension Level 2 – Communication – Communicate with a range of people on a range of matters.

Core Dimension Level 3 – Communication – Develop and maintain communication with people about difficult matters and/or in difficult situations.

Care Certificate:

13.1 Understand their own responsibilities, and the responsibilities of others, relating to health and safety in the work setting

13.2 Understand Risk Assessment

3.5 Deal with confrontation and difficult situations

13.8 Work securely

13.9 Manage stress