Training shaped around your sector

Primary care services

Primary care teams support patients with complex physical, psychological and emotional needs, and can face conflict, behaviours of concern and the personal safety risks of lone and remote working.

Maybo training gives reception staff, practice managers, pharmacy teams and clinicians the skills to prevent and de-escalate emotive situations, create a safe and welcoming environment, respond to a mental health crisis and work as a team when incidents occur. Lone workers learn safer travel and home visit practice, including situation assessment, positioning and exit strategies.

• Identifying risk scenarios and behaviours of concern
• Understanding clinically related behaviours of concern
• Safer working practices (team and lone working)
• Meeting needs and reducing distress
• Community lone working and home visits
• Positive approaches and de-escalation

Hospitals

Hospital staff care for patients whose complex needs can lead to distressed, unpredictable or risky behaviour, often unintentional and linked to a clinical condition or treatment. Conflict with relatives and visitors adds further pressure.

Maybo gives clinical and non-clinical teams positive approaches to behaviours of concern, effective communication and de-escalation skills. Where needed, staff learn simple positioning and low arousal disengagement and guiding skills, extending to clinical holding in higher risk areas. Training supports CSTF conflict resolution requirements and the RRN Training Standards.

• Identifying risk scenarios and behaviours
• 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

Emergency ambulance crews operate in unpredictable and challenging circumstances that present risks for staff and the people they are trying to help.

Maybo has supported ambulance services for over 20 years and we have dedicated programmes designed to meet the unique needs of emergency and patient transport roles. Our training helps paramedics and emergency care assistants to dynamically assess risk as a situation unfolds and confidently de-escalate behaviours of concern involving patients and bystanders. We can include personal safety skills and ways to disengage from violent individuals, and practical low arousal skills to reduce risks of injury when facilitating essential care to a confused patient. Our programmes for staff in patient transport roles address the specific situations and behaviours they can experience day to day.

• 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

Healthcare security

Healthcare is one of the most demanding settings in which to deliver security, and officers need the knowledge and skills to keep patients, visitors and staff safe.

Maybo helped shape NHS and ACPO endorsed guidance on physical interventions by security staff in healthcare. Training builds the confidence to de-escalate and manage behaviours of concern in line with guidance from NICE, Skills for Health, the RCN and the Restraint Reduction Network, with support on Seni's Law and a pathway to ACT certification.

• Identifying conflict and risk scenarios
• Understanding triggers and clinically related behaviour
• Safer working practices (team and lone working)
• Dynamic risk assessment
• Positive approaches and de-escalation
• Reducing vulnerability and restrictive practices
• Mental health crisis first response
• Safer, non-aggressive interventions

Older adults' services

Staff supporting older adults and people living with dementia often experience confused and distressed behaviours, sometimes while short-staffed and managing higher-acuity caseloads.

Maybo has worked with service providers in designing specific training for staff who care for older adults, which we tailor further for each client based on the level and complexity of the needs of their residents. Our person centred and trauma informed training builds staff understanding and confidence in reducing distress and responding safely and professionally to risk situations. We help staff recognise restrictive practices and how to reduce these, while providing practical low arousal approaches and skills to safely undertake day to day tasks such as personal care. Training can be Certified by ACT against the RRN Training Standards.

• 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

Learning disabilities and autism

Staff supporting people with learning disabilities, autism and diverse sensory needs need approaches that respect the individual and reduce the need for restrictive practices.

Maybo's Positive Behaviour Support, de-escalation and physical skills training uses neuro-affirmative, low arousal methods. Staff learn to understand a person's physiological and emotional needs, improve their environment, promote respect and choice, and safely defuse emotive situations, with simple low arousal physical skills for last resort use. Training can be Certified by ACT against the RRN Training Standards.

• Identifying risk scenarios and behaviours of concern
• Understanding their causes and functions
• Safer working practices (team and lone working)
• Positive behaviour support; trauma-informed
• Reducing vulnerability and restrictive practices
• Positive approaches and de-escalation
• Safer, low arousal interventions

Children's services

Professionals in children's services work in a sensitive, high-risk area where the safety and wellbeing of colleagues and young people depend on skilled, confident practice.

Maybo's training follows the principles of positive behaviour support, helping staff in residential care, short breaks, youth centres and educational settings understand children's needs, strengthen relationships and reduce behaviours of concern. Alongside de-escalation, staff can learn simple low arousal methods for last resort use, supporting their duty of care and regulatory requirements.

• 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 delivers training across a wide range of settings and roles in Mental Health including inpatient and psychiatric intensive care units, and community services for people of all ages. Our clients are supported from the outset by Maybo specialists with extensive background experience in MH services, who understand how vital and demanding this work can be.

Our training focuses on trauma informed relational approaches that reduce conflict and help staff supported individuals feel safe. We teach skills to manage distress and de-escalate emotive situations, including how to communicate with a person experiencing a mental health crisis. We cover situation assessment, decision making and personal safety skills. Where necessary we can include physical interventions, with a focus on the least forceful and restrictive approach to create safety.

Training can be Certified by ACT against the RRN Training Standards.

• 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

Substance misuse services

The Maybo team has extensive experience working and training in substance misuse services in various forms. We know how demanding this work can be, supporting people who can be vulnerable and at times unpredictable.

Our training focuses on trauma informed relational approaches that reduce conflict and help staff supported individuals feel safe. We teach skills to manage distress and de-escalate emotive situations, including how to communicate with a person experiencing a mental health crisis. We cover situation assessment, decision making and personal safety skills. Where necessary we can include physical interventions, with a focus on the least forceful and restrictive approach to create safety.

• Identifying risk scenarios and behaviours of concern
• Understanding their causes and functions
• Substance misuse 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

Professionals in neuro-disability settings support people with acquired brain injury who often have varied and complex needs, and can face real pressure in challenging situations.

Maybo training helps staff understand how a person's injury, circumstances, staff and environment shape their needs and behaviour. Safer working practices for common ABI care tasks reduce arousal, improve communication and keep staff safe, extending to clinical holding where needed. Gentle, low arousal physical skills are taught for last resort use.

• Identifying risk scenarios and behaviours of concern
• 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 interventions

SEND

Staff in special educational needs and disabilities settings need the skills to de-escalate and manage behaviours of concern so children can learn and explore safely.

Maybo's approved SEND curriculum follows positive behaviour support principles, helping staff understand the needs that can act as a barrier to learning, improve the learning environment and engage children in ways that reduce risk. A human rights approach and de-escalation strategies aim to reduce restrictive practices. Training can be Certified by ACT.

• 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

Teachers, teaching assistants and early years practitioners need to understand young children's needs and behaviour and respond with positive support.

Maybo's modular training blends online and trainer-led sessions, including twilight inputs. Maybo works with each setting to choose the right modules and personal safety planning tools, including a unique online, pupil-centred personal safety planning tool, so children and staff feel safe and secure. Modules also cover supporting children with additional needs, and children's training can be Certified by ACT.

• 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

Secondary education

Secondary school staff need to understand adolescent needs and risk behaviours to reduce conflict and manage behaviours of concern effectively.

Maybo offers a dedicated secondary curriculum delivered through a blend of online learning and trainer-led sessions, including twilight workshops to suit busy timetables. Maybo helps schools choose the right modules and safety planning tools, including a pupil-centred online personal safety planning tool, with guidance on supporting children with additional needs. Children's training can be Certified by ACT.

• 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, visitors and property safe across a large campus depends on consistent, professional responses to conflict.

Maybo supports four groups: estates and facilities teams, including halls of residence staff, with positive communication skills; security teams with nationally accredited conflict management and physical intervention training; academic and professional services staff with personal safety skills; and bar, venue and events teams. Training also covers safeguarding, mental health crisis response and dynamic risk assessment.

• 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
• Mental health crisis response

Public services

Public service staff, from councillors to library teams and fire safety officers, can face confrontation when dealing with members of the public.

Maybo's conflict management and personal safety training helps teams and lone workers recognise when their safety may be at risk and communicate confidently to avoid, defuse and resolve difficult situations. Good service is central to good personal safety, and a training needs analysis keeps programmes relevant to the conflict situations and level of risk staff actually 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

Housing

Staff in housing associations and local authorities often work remotely and on call, collecting payments and handling disputes and perceptions of unfairness. This can leave them exposed to confrontation.

Maybo training gives housing officers, customer advisors, concierge and maintenance teams the communication skills to prevent and defuse challenging situations and recognise when their safety is at risk. Strong customer service and positive communication help avoid most incidents, protecting staff, clients and the organisation's reputation.

• 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

Justice sector staff, including court security officers, regularly handle conflict and hostility in emotive settings.

Maybo's specialist conflict management and personal safety training helps teams and lone workers manage these situations safely and respectfully, building a clearer understanding of the risks of workplace violence. Programmes are built around the scenarios staff face and prepare them for ones they have not, while maintaining legality and professionalism so they can continue their work with confidence.

• 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

Charities

Staff and volunteers in the charity sector face regular behavioural challenges, often involving complex interactions with several parties, whether in a team or working alone.

Maybo's conflict management and personal safety training equips charity workers, including those in charity retail, with the communication skills to approach challenging situations confidently and resolve them safely. Staff learn to reduce the risk of conflict, de-escalate when it arises and maintain their own safety and the safety of others.

• 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 often encounter behaviours of concern because of enforcement duties, remote working and the unpredictability of the public, from angry or vulnerable customers to fare evaders, football fans and people under the influence of alcohol.

Maybo training equips frontline railway staff to avoid, prevent and resolve conflict while keeping everyone safe. Our work with train operating companies and the British Transport Police helped pioneer Travel Safe schemes, and we have worked with operators including Transport for London, Eurostar and Heathrow Express.

• 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

Bus and tram staff can face verbal and physical abuse because of enforcement duties, remote working and unpredictable passenger behaviour. If poorly handled, minor incidents on the school run or night bus can escalate quickly.

Maybo training gives drivers and frontline staff the knowledge and confidence to handle difficult interactions professionally while still providing excellent customer service. We support travel safety schemes and multi-agency projects alongside organisations such as the British Transport Police and awarding organisations.

• 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

Cruise and ferry

Ferry crews and terminal staff regularly deal with passengers who are frustrated by delays or under the influence of alcohol, and minor incidents can escalate quickly.

Maybo training helps staff manage difficult interactions while giving excellent service to every passenger, including those who may be vulnerable. Most incidents can be avoided or defused through good service and positive communication. For higher-risk roles, such as lone workers or staff who may need to guide, escort or restrain someone, we also provide physical intervention training.

• 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

Air travel

Airport and airline staff often face challenging situations when passengers are frustrated by delays, nervous about flying or under the influence of alcohol. Poorly managed, a minor incident can quickly escalate and put staff, passengers and reputation at risk.

Maybo training gives check-in and passenger-facing staff the knowledge and skills to manage difficult interactions while providing excellent customer service, reducing the number of incidents that end in assault or play out on social media.

• 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 stores

Retail colleagues are at the heart of every community, yet many experience abuse and the risk of violence. Maybo has supported retailers since 1998 and helped shape national guidance for retailers on work-related violence.

Our training helps sales assistants, managers and security staff take a positive, proactive approach that defuses customer frustration and deters thieves. Baseline eLearning, including our Reducing Conflict and Violence Risks programme, can be 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

Loss prevention

Loss prevention and retail security teams deal with theft, anti-social behaviour and other situations that can lead to disruption or violence.

Maybo training helps security staff respond professionally to dissatisfied customers and difficult behaviour, reducing incidents that end in assault, loss or damage. Where roles carry higher risks, such as confronting suspected thieves, we add physical intervention and incident response training. Our work with the British Retail Consortium, Skills for Security and the Security Industry Authority has helped shape national guidance for retail security.

• 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 theft and disruptive or anti-social behaviours
• Recognising and reducing vulnerability
• Safer, non-aggressive physical interventions

Cafés and restaurants

Café, restaurant and fast food teams face situations ranging from angry customers to intoxicated, disruptive groups and people who may be both challenging and vulnerable.

Maybo has supported some of the best-known brands in the sector, helping front of house staff and managers build personal safety awareness and communication skills that defuse frustration and deter unwelcome behaviour. Baseline eLearning can be followed by classroom courses for key roles and hotspots, delivered by our trainers or yours and tailored to your needs.

• 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

Leisure and recreation

In leisure and recreation, success depends on customer confidence and the quality of service, so handling conflict well matters. Staff regularly deal with dissatisfied customers, people under the influence of drugs or alcohol, and large groups.

Maybo training helps receptionists, facility staff, cleaners and maintenance teams, including lone workers, recognise when their personal safety may be at risk and use communication and de-escalation skills to avoid and resolve confrontation. Great service is also good for personal safety.

• 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

Events and stadia

Event and stadium staff work where alcohol, drugs, large groups and crowds raise personal safety risks. Maybo's curriculum makes sure stewards, response teams and front of house staff get the level of training their role needs.

Our physical intervention programme formed a core part of the mandatory training at the London 2012 Olympic Games. We work with awarding organisations including BIIAB, Highfield, Edexcel and City & Guilds, and all our courses are approved for use by SIA endorsed awarding bodies.

• Identifying conflict and risk scenarios
• Understanding triggers and crowd dynamics
• Safer working practices (team and lone working)
• Dynamic risk assessment and incident response
• Positive approaches and de-escalation
• Handling disruptive behaviours and behaviours of concern
• Recognising and reducing vulnerability
• Safer, non-aggressive physical interventions

Theatres

Theatre front of house teams deal with guests who are dissatisfied or angry, people whose behaviour is a concern or a risk, groups (often intoxicated) disrupting other guests, and illegitimate visitors on the premises.

Maybo training helps guest-facing staff reduce and defuse conflict and manage disruptive behaviour in safe and respectful ways, reaching positive outcomes in delicate and emotive situations. Baseline eLearning can be followed by practical courses for key roles and hotspots, delivered by our trainers or yours.

• Identifying conflict and risk scenarios
• Understanding guest behaviour and reducing triggers
• Safer working practices and teamwork
• Dynamic risk assessment and personal safety
• Positive communication and de-escalation skills
• Respectful handling of disruptive behaviours and behaviours of concern

Hotels

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

Maybo training helps managers, staff and security communicate confidently with guests to prevent and defuse challenging situations. We look at the risk profile of each role and train accordingly, so physical intervention and incident response training, always a last resort, is reserved for staff whose roles carry heightened safety risks and responsibilities.

• 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, including safeguarding

Bars and nightclubs

Bar and nightclub teams work where alcohol and drugs raise personal safety risks. Maybo training helps staff, managers and door supervisors work together to reduce risk and respond professionally to challenging situations.

We helped the BIIAB develop the first conflict management qualifications for the licensed retail sector and, with Skills for Security, the first accredited, nationally recognised physical intervention programme. Our physical intervention programme for door supervisors is used by security, event and venue operators and was part of the London 2012 Olympic Games training.

• Identifying conflict and risk scenarios
• Understanding triggers and crowd dynamics
• Safer working practices (team and lone working)
• Dynamic risk assessment and incident response
• Positive approaches and de-escalation
• Handling disruptive behaviours and behaviours of concern
• Recognising and reducing vulnerability, including safeguarding
• Safer, non-aggressive physical interventions (SIA approved)

Utilities

Utilities staff often work remotely in places where they have limited control, can be on call around the clock and may carry valuable assets, all of which can make them vulnerable to crime and violence.

Maybo training helps teams and lone workers, including home service engineers, recognise when their personal safety may be at risk and communicate confidently to prevent and defuse confrontation. Training is matched to the levels of risk your staff face and draws on our work on national standards for work-related violence.

• 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

Facilities management

Facilities management covers a wide range of roles, from reception and security to parking and support services, where staff may meet people with a grievance or people up to no good.

Maybo designs training around the role performed, building skills for calming frustrated customers and responding safely and professionally to abuse or threats. Where relevant it covers lone and remote working, call handling and healthcare settings. Flexible options include eLearning and practical courses, delivered by our trainers or yours.

• Identifying conflict and risk scenarios
• Understanding customer behaviour and reducing triggers
• Safer working practices and teamwork
• Dynamic risk assessment and personal safety
• Positive communication and de-escalation skills
• Managing abuse and aggression
• Lone and remote working
• Respectful handling of disruptive behaviours and behaviours of concern

Security guarding

Private and in-house security teams work across diverse roles and settings, each with its own risks. Maybo helps employers assess the risks of each role and identify the level of training needed.

Our conflict management training helps officers and lone workers recognise risk and use communication to avoid and resolve confrontation. Physical intervention and incident response programmes deliver core regulatory requirements, with extra modules for higher risks. Staff gain recognised certification and CPD pathways, backed by advice on policy, procedures and incident management.

• 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
• Safer, non-aggressive physical interventions
• SIA approved physical intervention training

Parking services

Parking operatives and civil enforcement officers regularly deal with emotive and angry people, often while working alone or remotely.

Maybo has trained parking enforcement teams employed by local authorities, in-house, FM and independent services. Training is designed for the specific role, environment and risks, including setting-specific content such as hospital sites, and covers professional communication, safer responses to aggression and threats, and personal safety strategies. Flexible options include eLearning and practical courses delivered by our trainers or yours.

• Identifying conflict and risk scenarios
• Understanding behaviour and reducing triggers within our control
• Safer working practices and teamwork
• Dynamic risk assessment and personal safety
• Communication and de-escalation skills
• Responding to abuse and aggression
• Lone and remote working

Call centres

Call handlers manage delicate and emotive conversations every day, from overcoming barriers to communication and calming frustrated customers to responding professionally when a caller becomes abusive or threatening.

Maybo provides specialist training and guidance on handling challenging calls across a wide range of industries, including high-pressure roles such as emergency ambulance call handlers and dispatchers. Flexible options include eLearning and practical courses, delivered by our trainers or yours and tailored to your needs.

• Understanding behaviour and reducing triggers within our control
• Positive communication and de-escalation skills
• Recognising and overcoming barriers to communication
• Respectful handling of emotive calls
• Responding to abuse
• Professional ending of calls
• Teamwork, handover and support options

Banks and building societies

Colleagues in banks and building societies can experience conflict in call handling and in face-to-face roles in branches.

Maybo training builds skills for handling emotive and delicate situations, from calming a frustrated or angry customer to responding safely and professionally when someone becomes abusive or threatening. Training is matched to each role and the situations staff face, with baseline eLearning followed by practical 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 and teamwork
• Dynamic risk assessment and personal safety
• Positive communication and de-escalation skills
• Managing abuse and aggression
• Respectful handling of disruptive behaviours and behaviours of concern

Insurance providers

Insurance staff can experience conflict in call handling, in face-to-face roles at the office and when out visiting customers.

Maybo training helps employees reduce and defuse conflict and manage hostility in safe and respectful ways, from calming a frustrated or angry customer to responding professionally when someone is abusive or threatening. Training is matched to each role, with baseline eLearning followed by practical 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 and teamwork
• Dynamic risk assessment and personal safety
• Positive communication and de-escalation skills
• Managing abuse and aggression
• Lone and remote working and visits
• Respectful handling of disruptive behaviours and behaviours of concern

Estate agents

Estate agents face challenging interactions on the phone, in the office and at viewings, including inappropriate and unwelcome behaviour, abuse and intimidation. Personal safety is a real concern, especially when working alone or remotely.

Maybo training helps estate agency teams recognise and reduce conflict and the risk of violence, building the awareness and skills to reduce vulnerability and handle difficult conversations and behaviour. Flexible options include eLearning and practical courses, delivered by our trainers or yours.

• Identifying conflict and risk scenarios
• Understanding customer behaviour and reducing triggers
• Safer working practices and teamwork
• Lone and remote working
• Situation risk assessment and personal safety
• Positive communication and de-escalation skills
• Managing abuse and aggression
• Respectful handling of behaviours of concern and intimidation