Training for managers and team leaders
Managers and team leaders have a key role to play in the reduction and management of violence and in supporting staff following a traumatic incident. The Maybo manager training enables managers and team leaders to follow through their key responsibilities ranging from their contribution to risk assessment and reduction to their management of incidents and the aftermath.
 The training helps these key individuals to develop a wider range of strategies and personal skills for dealing with difficult situations. It comprises of two key areas:
- the prevention and management of violence and
- post incident management.
The emphasis of the training will depend on the organisation's need.
Manager training course 1:
Prevention and management of work related violence:
Participants develop a better understanding of strategies for assessing and reducing risk and what the law and their employer expects of them. They will examine:
- the factors that contribute to making a safer and better environment for staff and customers/service users and
- developing good practice
- developing service improvements through regularly debriefing and reviews with staff
- preparing for potential incidents
- rehearsing potential incidents to ensure communications and roles and expectations are clear.
- defusing and resolving conflicts
- taking control of an emotive situation and generating positive outcomes.
Manager training course 2:
Management of traumatic incidents
Victim Support, the charity that supports victims of crime, and Maybo, the UK's leading conflict management adviser are launching a post incident programme that gives managers an understanding of how their actions, and those of other staff, before, during and after an incident can have a fundamental affect on the victim.
There are emotional, practical and operational issues to deal with after a violent incident.
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· Shock, confusion, disbelief, fear, helplessness, anger, embarrassment, feeling of violation |
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· Feelings of loss, guilt, shame, embarrassment, humiliation
· Exhaustion and tiredness, lack of sleep
· Denial of effects, ready to get back to work
· Anger, frustration and resentment
· Lack of confidence, anxiety about similar situations or meeting the aggressor |
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· Persistent tiredness, exhaustion, depression, bouts of anxiety
· Excessive drinking and smoking, antisocial behaviour, irritable and aggressive behaviour
· Nightmares, flashbacks, headaches, nausea, difficulty in eating and sleeping |
The ability of managers and team leaders is really tested in the aftermath of a violent incident and the quality of their response will be long remembered by staff. There is much for them to think about including containment of the incident, protection of evidence, liaison with other agencies, reporting and investigation and, most importantly; support for those involved.
The learning includes to:
- increase the knowledge skills and confidence of managers to help ensure a professional response to a very emotive set of circumstances
- introduce simple but effective models for establishing the immediate support needs of those affected
- consider the mid to longer term needs of staff , including sensitive management of a victimˇ¦s return to work and confidence
- review sensitively and learn from an incident, and to ensure that learning is shared at all levels to reduce the likelihood of it happening again.
Manager training courses 1 and 2 are usually delivered face to face and can be one to three days, depending on the requirements. This might be supported by other delivery options (see other page).
Manager training course 3
Managing the tough stuff - negotiation skills and conflict management
This Maybo-designed course is certificated by the Institure of Occupational Safety and Health
Manager training course 4
Lasting solutions to workrelated violence
This Maybo-designed course is certificated by the Institute of Occupational Safety and Health
For further details and advice email Maybo
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