• Maybo is a leader in conflict management training and workplace violence reduction for the hospitality sector

    Hotels

    Maybo conflict management and personal safety training equips teams and lone workers with the skills to communicate confidently and effectively with guests to prevent and defuse challenging situations

    Trusted experience and expertise

    Effective conflict resolution is a large part of the responsibilities of hotel staff, who need to balance providing great customer service with resolving disputes and challenging behaviours that could represent a risk to the safety and security of other guests and colleagues.

    Maybo believes that while it is impossible to defuse every situation, by teaching managers, staff and security ways to professionally respond to dissatisfied guests and difficult behaviours, the number of incidents can be greatly reduced.

    We also provide physical intervention and conflict incident response training as a last resort for staff whose role carries heightened safety risks and responsibilities. 

    We work to identify the different risk profiles of your staff and provide training based on their roles and levels of responsibility (physical intervention training, for example, will not be appropriate for everyone).

    Maybo Training Programmes

    Explore the range of training modules in our hospitality curriculum below

    • eLearning

    • Classroom

    • Train the trainer

    • 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

      • Difficult behaviours
      • Rights and responsibilities in your role
      • Plan to reduce risks and vulnerabilities


      Factors That Influence 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
    • Personal Safety and Disengagement

      This module provides additional practical strategies for reducing risks of assault and can include low level escorting and re-direction skills.

      It is relevant for employees whose roles require them to engage with people whose behaviour can be unpredictable.

      Risks, Rights and Responsibilities

      • Defining defensive skills and interventions
      • Risks of using physical skills
      • Authority for the use of physical skills
      • Individual and team responsibilities 
      • The importance of secondary strategies to reduce the need for physical skills


      Defensive Personal Safety Skills to Avoid Assault and Disengage

      • Training and operational risks associated with the use of Maybo physical skills
      • Low arousal positioning and defensive skills to avoid assault and reduce risk
      • Low arousal skills to release from wrist and clothing grips
      • Contextual applications of Maybo disengagement skills

       

      Delivery methods:

      • Classroom Classroom
      • Train the trainer Train the trainer
    • 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
    • Holding and Escorting

      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
    • Please pass on my thanks to both trainers. The training was exactly what we required for our Bridge Attendants and they all learnt a lot from it.

      Clifton Suspension Bridge - Bridgemaster

    • May I say a big thank you for the Maybo violence and aggression course for the ITU nurses. I attended the course today and it was excellent. I think the staff would all agree that the knowledge and skills taught will be hugely beneficial, but in addition, it was a great team-building exercise too. I feel it is imperative that all our ITU nurses attend this course.

      Ashford & St Peter's Hospital NHS Foundation Trust - ITU Nurse

    • Maybo's licensed programme gives us the control and flexibility we need to train our staff effectively.

      Surrey & Borders Partnership NHS Trust

    • The training, certification and resources provided by Maybo are of the highest quality and will help ensure ISS, its employees and customers receive the best guidance and protection available.

      ISS

    • The online training has worked well. We’ve been able to reduce abstraction time for staff for direct training from two days to one.

      Debenhams - Operations Team

    • Maybo has worked closely with BSUH to develop and enhance the violence reduction training we deliver to frontline staff. The passion, knowledge, commitment and support to the Trust and more generally in developing effective evidence-based violence reduction programmes for healthcare settings, mark them out as an organisation the Trust is pleased to continue to work with.

      Brighton & Sussex University Hospital NHS Trust

    • The course alerted managers to how sensitive management of people after a violent incident can reduce trauma symptoms and aid recovery.

      Mothercare - Profit Protection

    • The instructor was highly informative and approachable at all times. They were also clear and concise and conducted the lesson at a safe standard at all times.

      G4S Security - Delegate

    • Please make it known that the whole team had nothing but praise for the trainer and that even the “old hands” found it very stimulating as he raised issues in a very understandable way. May I comment that as a general rule, I have never known of any candidates coming away without having gained a lot from these refresher courses.

      Medirest Services - Security Manager

    • It has been a pleasure working with Maybo to coordinate St Mungo’s conflict management learning programme. This solution is ideal for staff and the pre and post support from Maybo is excellent.

      St Mungo's

    • The Maybo Train the Trainer programme has enabled us to deliver Maybo’s excellent training to staff with our own trainers who have the knowledge and experience of the issues faced by the organisation. Staff in high-risk roles were given the confidence to deal safely with violent incidents.

      NHS Greater Glasgow & Clyde

    • The level of service and attentiveness to client needs is unparalleled.

      LeisureSec

    • Having provided training for us for many years, we have found Maybo to be very professional. Maybo training gives you peace of mind that your staff will be safer.

      City of Westminster

    • We have seen a reduction in the number of reported physical assaults of 11% trust-wide so far and up to a 60% reduction in targeted wards.

      Brighton & Sussex University Hospital NHS Trust - Head of Security

    • The training design was based on a comprehensive Training Needs Analysis informed by a bespoke staff survey and review of incidents. It has been an incredibly thorough and risk/evidence-based approach. Evaluation of this training by security and clinical staff has been very positive.

      Brighton & Sussex University Hospital NHS Trust - Head of Security

    • Very professional instructors with good background knowledge of the Ambulance Service. Always willing to suggest solutions to possible problems.

      South Central Ambulance Service

    • Excellent training session. Kept us all interested for the whole day. Would highly recommend.

      McDonald's Restaurants - Delegate

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