Maybo Solutions > Courses

Courses in conflict management

Conflict avoidance training

The training focuses on personal safety and conflict resolution in your working environment. It will give staff the confidence and practical skills they need to reduce risk themselves, their customers and service users and their organisation.

Maybo tailors the learning to integrate with organisational policy and guidance and to meet the different needs of staff at risk. The programmes are split in to three types:

SAFERwork: tailored for all office, security, retail and transport work

Click here for SAFERwork practical examples of successful conflict management

SAFERcare: designed for healthcare, social care and ambulance staff

Click here for SAFERcare case studies of reducing assaults in care environments

SAFERchildren: suitable for all staff in contact with children and young adults. It provides organisational and individual approaches to reducing conflict and violence with children or parents and carers.

Click here for SAFERchildren examples of improving communications in schools and care environments

Within these conflict management programmes there can be a variety of options

Lone workers: safer working practices and communications whether working alone at your premises or working and travelling within the community.

Customer service: enhancing service delivery and addressing root causes of frustration and conflict

Telephone conflict: dealing with angry or distressed callers and delivering difficult messages over the phone

Enforcement: Delivering bad news and being firm when needed in a professional and safer way 

Security functions: Meeting the needs of contract and in-house security professionals and staff that have security aspects to their role. This can include a module on the least confrontational method of searching.

Maybo takes time with clients to identify specific learning needs for each job role and to develop relevant training scenarios and case studies. Courses can be delivered by Maybo trainers or internal tutors over one practically based training day. Alternatively the practically based training can form part of Maybo's blended learning solutions outlined in the delivery options below.

Physical Intervention training courses

Maybo has a unique physical skills programme that is simple and effective yet lower in risk for the staff using them and the individuals to whom they are applied. The non-aggressive skills help to calm a situation, as they do not use pain to seek compliance. They are taught in a way that enables staff to identify the least aversive options to achieve the objective. Based on simple yet powerful principles men and women confidently apply these skills in a range of environments to protect themselves, their colleagues and service users/customers.

• Disengagement:  This training examines how staff can reduce the risks of assault through non physical measures and avoid assault through their positioning and approach. They then learn how to disengage from the most common types of assault they can face in their role. This can extend to coming to the aid of another person and non restrictive guiding skills.
• Holding: Where the job role may legitimately involve physically escorting or holding an individual, holds are taught that help to protect staff and avoid pain or discomfort for the individual. Such techniques may be required in a variety of frontline roles.
• Specialist: For roles where additional support is needed by using handcuffs or an emergency restraint belt (ERB), Maybo can provide training on their correct and safe use.

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 will enable 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. The emphasis of the training will depend on the organisation's need.

This knowledge can be gained through a variety of learning methods.

Refreshers

Conflict management skills may become rusty in any working environment, it is therefore essential to refresh the learning regularly. The frequency will depend on the organisation and the risk, but at least every two years is recommended. Maybo's refreshers will bring delegates up to date with any changes in health and safety legislation and will build on their learning from the previous occasion.

In vocations where physical intervention skills are required it is important to refresh these skills more regularly.