Training shaped around your sector

Hospitals

Hospital staff care for patients with diverse and often complex physical, psychological and emotional needs, and some patients can present unpredictable and risky behaviours. Staff can also face conflict with relatives and visitors.

Maybo gives staff in different roles positive approaches to behaviours of concern, safer working practices and de-escalation skills. Where needed, we teach low arousal disengagement and guiding, extending to clinical holding in higher risk areas, and we train security and response teams. Training supports the NSQHS Standards and Ngā Paerewa NZS 8134:2021.

• Identifying risk scenarios and behaviours
• Safely navigating a crisis situation
• Understanding clinically related behaviours of concern
• Safer working practices (team and lone working)
• Meeting needs and reducing distress
• Reducing vulnerability and restrictive practices
• Positive approaches and de-escalation
• Safer, low arousal assault avoidance skills

Ambulance services

Ambulance crews work around the clock in highly pressured situations where anything can happen and their personal safety may be at risk.

Maybo training helps land and air ambulance staff dynamically assess risk in an unfolding situation, identify and respond to a patient's physiological and emotional needs, and confidently de-escalate behaviours of concern. Where roles carry heightened risk, we also provide physical intervention and incident response training. In Australia, Maybo is the preferred training provider for aeromedical retrievals in Queensland.

• Programmes designed specifically for each ambulance role
• Covers both deliberate and clinically related behaviours of concern
• Safer working practices (team and lone working)
• Dynamic risk assessment and decision making
• Real-world de-escalation skills and exit strategies
• Safer, low arousal guiding and assault avoidance skills
• Skills to facilitate essential care to a confused patient

Intellectual disability and autism

Maybo develops low arousal approaches for supporting people with intellectual disabilities, autism or differing sensory needs, grounded in person-centred, human rights-based care that reduces restrictive practices and improves quality of life.

Starting with a training needs analysis, we help providers safely and ethically implement Positive Behaviour Support Plans, including those involving regulated restrictive practices. Training combines proactive strategies with safe de-escalation, and simple low arousal physical methods only as a last resort. It supports the NDIS Practice Standards, Enabling Good Lives and Ngā Paerewa.

• Identifying risk scenarios and behaviours of concern
• Supporting a person experiencing distress
• Safely navigating a crisis
• Understanding the function of behaviour
• Trauma-informed positive behaviour support
• Reducing vulnerability and restrictive practices
• Positive approaches and de-escalation
• Safer, low arousal interventions

Older adults and dementia

Maybo works extensively with health and care services supporting older adults and people living with dementia. Our human rights-based training encourages staff to look behind a person's behaviour to understand what it may be communicating, so needs are met and distress is prevented.

We cover positive communication, ways to respond to changing behaviours and safe, respectful approaches to close proximity tasks such as guiding and personal care, with a focus on reducing restrictive practices. Training supports the Aged Care Quality Standards and Ngā Paerewa.

• Understanding behaviour and distress responses
• Person-centred, trauma-informed communication
• Low arousal responses to distress and de-escalation
• Recognising and reducing restrictive practices
• Respectful and safer approaches to day to day tasks

Children and young people

Professionals in children's support services need the skills to keep colleagues and the children and young people they support safe. Maybo's trauma-informed training, consistent with positive behaviour support, helps staff understand a child's physiological and emotional needs, improve environments and relationships, and reduce the need for restrictive practices.

Alongside proactive strategies, we teach safe de-escalation and, where needed, simple low arousal physical methods as a last resort. Training suits residential care, short break services, youth justice and educational settings.

• Identifying risk scenarios and behaviours of concern
• Understanding children's developmental needs and behaviours
• Safer working practices (team and lone working)
• Trauma and attachment informed approaches
• Positive behaviour support
• Positive approaches and de-escalation
• Reducing vulnerability and restrictive practices
• Safer, low arousal interventions

Mental health services

Maybo gives staff in hospital and community mental health services the skills to prevent, de-escalate and manage behaviours of concern, supporting each person's journey to recovery.

Training balances proactive strategies, which help staff respond to a person's physiological and emotional needs and recognise neurodiverse ways of communicating, with reactive strategies for emotive and risky situations. Physical skills are gentle, low arousal and used only as a last resort. Our specialist mental health team, led by an experienced practitioner, can help develop recovery-oriented strategies.

• Identifying risk scenarios and behaviours of concern
• Understanding their causes and functions
• Safer working practices (team and lone working)
• Promoting recovery through relational, trauma-informed approaches
• Meeting needs and reducing distress
• Reducing vulnerability and restrictive practices
• Positive approaches and de-escalation
• Safer, low arousal interventions

Alcohol and other drugs

Staff in alcohol and other drugs services can face difficult situations when a person acts unpredictably or shows behaviours of concern. Maybo's recovery-focused training builds the capability and confidence to de-escalate and manage these behaviours, using a person-centred, human rights approach that reduces the need for restrictive practices.

We balance proactive strategies to reduce conflict and risk with reactive strategies to safely manage emotive situations. Our physical skills are gentle and low arousal, for use only as a last resort.

• Identifying risk scenarios and behaviours of concern
• Understanding the function of behaviour
• Substance use and behaviour
• Safer working practices (team and lone working)
• Promoting recovery and trauma-informed approaches
• Positive approaches and de-escalation
• Handling disruptive behaviours and behaviours of concern
• Safer, low arousal interventions

Neuro-disability

Neuro-disability covers the impairments a person can experience after a brain injury, whether it begins during development, as with FASD, or follows a traumatic brain injury. Staff in these settings support people with varied and often complex needs.

Maybo training gives carers positive approaches to behaviours of concern based on understanding and meeting needs, plus safer working practices for common tasks that reduce arousal and improve communication. Gentle, low arousal physical skills, including clinical holding where necessary, are a last resort.

• Identifying risk scenarios and behaviours of concern
• Understanding the function of behaviour
• Safer working practices (team and lone working)
• Meeting needs and reducing distress
• Reducing vulnerability and restrictive practices
• Positive approaches and de-escalation
• Safer, low arousal handling

Special education

Maybo training gives special education staff the skills and awareness to de-escalate and manage behaviours of concern, creating positive and safer learning environments where children can actively learn and explore.

Consistent with positive behaviour support, our approach helps staff understand the needs that can act as a learning barrier, improve the learning environment and engage children in ways that reduce behaviours of concern, reducing the need for restrictive practices. Training supports the NDIS Practice Standards, the PBS Capability Framework, Enabling Good Lives and Ngā Paerewa.

• Identifying risk scenarios and behaviours of concern
• Understanding children's developmental needs and behaviours
• Whole school approach and teamwork
• Trauma and attachment informed approaches
• Positive behaviour support
• Positive approaches and de-escalation
• Reducing vulnerability and restrictive practices
• Safer, low arousal interventions

Early years and primary

Maybo builds staff understanding of young children's needs and behaviours. Consistent with positive behaviour support, training helps staff understand a child's physiological and emotional needs, improve environments and relationships, and reduce the need for restrictive practices.

We work with you to find the right blend of online and course-based modules and personal safety planning tools, including support for children with additional needs. Our approach aligns with PBIS, the MTSS framework, the NDIS Positive Behaviour Support Framework and Enabling Good Lives.

• Identifying risk scenarios and behaviours of concern
• Supporting a child experiencing distress
• Understanding children's developmental needs and behaviours
• Whole school approach and teamwork
• Trauma and attachment informed approaches
• Positive behaviour support
• Positive approaches and de-escalation
• Reducing vulnerability and restrictive practices

High schools

Schools sit at the heart of their communities, yet many teachers experience verbal abuse, threats or even physical assault.

Maybo helps schools put effective policies and controls in place and gives staff positive communication skills to avoid or defuse most conflict. Alongside proactive, human rights-based strategies, we teach safe de-escalation to reduce the need for restrictive practices, including how best to support students with additional needs. Training aligns with PBIS, MTSS and the NDIS Positive Behaviour Support Framework.

• Identifying risk scenarios and behaviours of concern
• Understanding young people's developmental needs and behaviours
• Whole school approach and teamwork
• Trauma and attachment informed approaches
• Positive behaviour support
• Positive approaches and de-escalation
• Reducing vulnerability and restrictive practices
• Safer, low arousal interventions

Universities and colleges

Keeping students, staff, the public and property safe across an expansive campus needs well-trained staff who respond to conflict consistently and professionally.

Maybo provides conflict management, personal safety and physical intervention training for teaching staff, security, event managers and facilities teams. Halls of residence and facilities staff learn positive communication to manage emotive situations and behaviours of concern, while professional services and academic staff gain the skills and confidence to safely calm and defuse conflict situations.

• Identifying conflict and risk scenarios
• Understanding behaviour and reducing triggers
• Safer working practices (team and lone working)
• Dynamic risk assessment
• Positive approaches and de-escalation
• Handling disruptive behaviours and behaviours of concern
• Safeguarding: recognising and reducing vulnerability
• Safer, non-aggressive interventions

Housing

Housing staff often work remotely, are on call for extended hours and handle property inspections, disputes and perceptions of unfairness, which can leave them vulnerable to confrontation.

Maybo training gives teams and lone workers the confidence to recognise when their personal safety may be at risk and the communication skills to prevent and defuse challenging situations. We believe great service is also good for personal safety, so most incidents can be avoided or defused before they escalate. This also benefits in-house customer service teams.

• Identifying conflict and risk scenarios
• Understanding behaviour and reducing triggers
• Safer working practices (team and lone working)
• Dynamic risk assessment
• Positive approaches and de-escalation
• Handling disruptive behaviours and behaviours of concern
• Recognising and reducing vulnerability; safeguarding

Local Council

Council and public service staff can face confrontation in their day-to-day work. Maybo training helps them identify when their personal safety may be at risk and use effective communication to avoid, defuse and resolve confrontational situations.

We believe great service is also good for personal safety. With greater awareness of workplace violence risks and positive de-escalation skills, most incidents can be avoided or defused before they escalate. A training needs analysis keeps training relevant to the situations and risk levels your staff face.

• Identifying conflict and risk scenarios
• Understanding behaviour and reducing triggers
• Safer working practices (team and lone working)
• Dynamic risk assessment
• Positive approaches and de-escalation
• Handling disruptive behaviours and behaviours of concern
• Recognising and reducing vulnerability; safeguarding

Justice

From community corrections to probation and parole roles, justice sector staff face challenging and emotive situations, many of which can be de-escalated through greater awareness of the risks of workplace violence.

Maybo's specialist training helps teams and lone workers manage conflict and hostility safely and respectfully while maintaining personal safety, legality and professionalism. Programmes are built around the scenarios workers face and prepare them for ones they haven't. Where roles require it, we also teach low arousal disengagement techniques as a last resort.

• Identifying conflict and risk scenarios
• Understanding behaviour and reducing triggers
• Safer working practices (team and lone working)
• Dynamic risk assessment
• Positive approaches and de-escalation
• Handling disruptive behaviours and behaviours of concern
• Recognising and reducing vulnerability; safeguarding

Rail and metro

Rail staff can encounter behaviours of concern because of enforcement duties, remote working and the unpredictability of people, from angry or vulnerable customers to fare evaders, sporting crowds and people affected by alcohol.

Maybo equips frontline staff to avoid, prevent and resolve conflict through good service and positive communication, while keeping everyone safe. Where needed, training extends to avoiding assault, safe disengagement and holding or escorting. In Australia, we have worked extensively with train operating companies, including on Australia's biggest public transport project.

• Identifying conflict and risk scenarios
• Understanding behaviour and reducing triggers
• Safer working practices (team and lone working)
• Dynamic risk assessment
• Conflict avoidance and de-escalation
• Handling threatening or disruptive behaviours
• Avoiding assault and safely disengaging
• Holding or escorting someone on a train, platform or station

Bus and tram

For bus and tram staff, workplace violence is a very real and present challenge. Enforcement duties, remote working and unpredictable passenger behaviour mean minor incidents can escalate quickly if poorly handled.

Maybo has led the way in conflict management and physical intervention training for bus and tram staff. We equip drivers and frontline teams with the knowledge and confidence to deal professionally with difficult interactions while providing excellent customer service and influencing positive and safer outcomes.

• Identifying conflict and risk scenarios
• Understanding behaviour and reducing triggers
• Safer working practices (team and lone working)
• Dynamic risk assessment
• Conflict avoidance and de-escalation
• Handling threatening or disruptive behaviours
• Avoiding assault and safely disengaging

Air travel

Aviation staff often face challenging situations, as passengers can become frustrated by delays, affected by alcohol or nervous about flying. If poorly managed, minor incidents can quickly escalate and put staff, passengers and your organisation's reputation at risk.

Maybo training gives staff the knowledge and skills to manage difficult interactions professionally while providing excellent customer service. While no one can defuse every situation, this approach can greatly reduce the number of incidents that end in assault or a social media storm.

• Identifying conflict and risk scenarios
• Understanding behaviour and reducing triggers
• Safer working practices (team and lone working)
• Dynamic risk assessment
• Positive approaches and de-escalation
• Handling disruptive behaviours and behaviours of concern
• Recognising and reducing vulnerability

Retail

Retail sits at the heart of every community, yet retail colleagues experience abuse. Maybo has supported retailers since 1998, advising brands in Australia and beyond on policy and controls as well as training.

We help colleagues influence safe outcomes through a positive, proactive approach that defuses customer frustration and deters thieves and unwelcome behaviours. Training is relevant to each role, from sales assistants to managers and security, with baseline eLearning followed by courses for key roles and hotspots, delivered by our trainers or yours.

• Identifying conflict and risk scenarios
• Understanding behaviour and reducing triggers
• Being proactive in service delivery and deterring thieves
• Safer working practices (team and lone working)
• Dynamic risk assessment and personal safety awareness
• De-escalation of angry customers
• Safer handling of thieves and disruptive or anti-social behaviours

Cafés and restaurants

Café and restaurant teams deal with situations ranging from angry customers to intoxicated, disruptive groups and members of the street community who can be both challenging and vulnerable.

Maybo has supported well-known café, restaurant and fast food brands for close to 20 years. Our training builds personal safety awareness and communication skills so staff can defuse customer frustrations and deter unwelcome behaviours through a positive, proactive approach. Baseline eLearning can be followed by courses for key roles and hotspots, delivered by our trainers or yours.

• Identifying conflict and risk scenarios
• Understanding customer behaviour and reducing triggers
• Safer working practices (team and lone working)
• Dynamic risk assessment and personal safety
• Positive approaches and de-escalation
• Respectful handling of disruptive behaviours and behaviours of concern
• Recognising and reducing vulnerability

Hotels

Hotel staff need to balance great customer service with resolving disputes and behaviours of concern that could put the safety and security of guests and colleagues at risk.

Maybo training gives teams and lone workers the skills to communicate confidently with guests and respond professionally to dissatisfied guests and difficult behaviours, greatly reducing the number of incidents. We identify the risk profiles of different roles and, for staff with heightened safety responsibilities, also provide physical intervention and incident response training as a last resort.

• Identifying conflict and risk scenarios
• Understanding behaviour and reducing triggers
• Safer working practices (team and lone working)
• Dynamic risk assessment
• Positive approaches and de-escalation
• Handling disruptive behaviours and behaviours of concern
• Recognising and reducing vulnerability; safeguarding