• Maybo is a leader in conflict management and personal safety training for the transport sector

    Conflict Management Training for Frontline Railway Staff

    Maybo equips staff with the knowledge and skills to help them avoid, prevent and resolve conflict whilst maintaining everyone's personal safety and seeking a positive outcome.

    Proven experience and expertise

    People working in the rail industry can often encounter challenging behaviour due to the enforcement nature of the roles, remote working and the sheer diversity and unpredictability of human behaviour. 

    Most conflict can be avoided by delivering a good standard of service and positive communication. However, there will be situations that need careful handling, ranging from a dissatisfied, angry or vulnerable customer, to disruptive individuals and groups, such as football fans, fare evaders and people under the influence of alcohol. 

    Knowing what to say and do in such situations can make all the difference for the staff member, the customer and the company’s reputation. This helps to ensure a positive and safer outcome is achieved in these difficult and challenging interactions.

    Our work with train operating companies and the British Transport Police was pioneering in the development of Travel Safe schemes. We have also worked extensively with Train Operating Companies including Transport for London, Southeastern Trains, South West Trains, Heathrow Express, Virgin Trains, Stagecoach Supertrams, Eurostar and East Midlands Trains.

    Maybo Training Programmes

    Explore the range of training modules in Maybo's passenger transport curriculum below

    • eLearning

    • Classroom

    • Train the trainer

    • Blended learning

    • Positive Approaches to Behaviour

      Risks, Rights and Responsibilities

      • Behaviours of concern
      • Rights and responsibilities
      • Planning to reduce risks and vulnerabilities 


      Factors That Influence Behaviour

      • Common functions of behaviours of concern
      • Instinctive reactions to emotional or threatening situations
      • Potential triggers in self and others
      • Levels of escalation


      Positive Interactions and Choices

      • People's needs and expectations
      • Influencing positive outcomes
      • Overcoming barriers to communication 

        

      Delivery methods:

      • eLearning eLearning
      • Classroom Classroom
      • Train the trainer Train the trainer
      • Blended learning Blended learning
    • Preventing Conflict and Reducing Risk

      This module is for people who regularly interact with customers or members of the public in their role.

      Risks, Rights and Responsibilities

      • Workplace violence and difficult behaviours
      • Rights and responsibilities
      • Plan to reduce risks and vulnerabilities


      Understanding Human Behaviour

      • Common causes of difficult behaviours
      • Instinctive reactions to emotional or threatening situations
      • Potential triggers in self and others
      • Levels of escalation


      Positive Interactions and Choices

      • People's needs and expectations
      • Influencing positive outcomes
      • Overcoming barriers to communication

      Delivery methods:

      • eLearning eLearning
      • Classroom Classroom
      • Train the trainer Train the trainer
      • Blended learning Blended learning
    • Safer De‑escalation

      This module covers de-escalation strategies to alleviate a situation and achieve a positive and safer outcome.

      Dynamic Risk Assessment

      • Maybo SAFER model
      • Risk identification
      • Informed decision-making


      De-escalation Skills

      • Positive, non-aggressive approaches
      • Safer positioning and teamworking skills
      • Strategies to defuse, calm and resolve


      Personal Safety and Post-incident

      • Confronting behaviour
      • Heightened risk indicators
      • Exit strategies in higher-risk situations
      • Post-event impact and responsibilities

       

      Delivery methods:

      • eLearning eLearning
      • Classroom Classroom
      • Train the trainer Train the trainer
      • Blended learning Blended learning
    • Safer Lone Working

      This eLearning module explores the risks we may experience when working alone and the steps we can take to increase our personal safety.
       

      • Risks and vulnerabilities of lone working
      • Risk reduction measures we can take to prepare for working alone
      • Reducing risk when travelling alone
      • Reduce risk when arriving at a premises

       

      Delivery methods:

      • eLearning eLearning
    • Redirection and Guiding

      This module provides additional low arousal redirection and guiding skills. 

      • Training and operational risks
      • Low arousal physical intervention skills to prompt or guide an individual
      • Low arousal physical intervention skills to re-direct an individual
      • Applications of Maybo low/ non-restrictive skills relevant to role

       

      Delivery methods:

      • Classroom Classroom
      • Train the trainer Train the trainer
    • Safer Holding

      This module provides non-aggressive physical intervention skills for use as a last resort to prevent people coming to harm. It is relevant for employees whose roles require them to engage with people whose behaviour can be unpredictable and may need to be held.

      Recognising and Reducing Risk

      • Key risk factors of restrictive physical interventions
      • Individual and team responsibilities to reduce risk and respond to medical emergencies


      Holding and Escorting

      • Training and operational risks associated with non-pain compliant restrictive skills
      • Non-aggressive restrictive holding and escorting skills 
      • Structured exercises
      • Positioning and teamwork in transitions between skills


      Containing and Supporting

      • Reduce risk whilst containing a seated person
      • Teamwork skills to support a person to a seated position on the floor
      • De-escalation and re-engagement skills
      • Applications relevant to the role


      Some services and roles may require training in higher levels of intervention and equipment, which Maybo can provide subject to controls.

       

      Delivery methods:

      • Classroom Classroom
      • Train the trainer Train the trainer
    • The Maybo courses give customer-facing staff workable tools to deal with difficult situations. Maybo Physical Intervention techniques are designed so that anyone irrespective of size, shape or gender can use them effectively. I have to give a special mention to the back office staff and trainers who have been exceptional with their ongoing support.

      First Group

    • A very effective and interesting course. It made me more aware of emotional behaviour, how it can escalate and how to deal with it.

      South Eastern Trains - Delegate

    • Maybo are: responsive to our needs; invest in the development of their team; update their programme content with the latest thinking and provide real value for money. Coupled with the fact that they are all very personable and helpful I would recommend them as a respected supplier of consultancy and training services.

      Transport for London - Learning & Development Manager

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