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

    Conflict Management and Personal Safety Training for Cafés and Restaurants

    Maybo’s industry-leading training helps restaurant employees to develop personal safety awareness and communication skills that reduce conflict and better protect our people and businesses.

    Proven experience and expertise

    For approaching 20 years Maybo has supported some of the best-known café, restaurant and fast food brands. Operators in the UK, Europe, US, Canada and Australia are currently benefiting from our advice on policy and controls and flexible training for key customer-facing roles in their businesses.

    Our clients experience challenges ranging from angry customers to people behaving in ways that are of concern, or a risk to themselves or others. This can include individuals and groups that are intoxicated and disruptive and the behaviour of some members of the street community who can be challenging and also vulnerable.

    We believe that while it is impossible to control every situation, our colleagues can influence safe outcomes through a positive attitude and approach. By being proactive they can defuse customer frustrations and also play a key role in deterring illegitimate and unwelcome behaviours.

    Our comprehensive resources enable operators to provide cost-effective training relevant to each role performed, from sales assistants to managers. We offer the flexibility to provide baseline training through eLearning then courses (delivered by our trainers or yours) for key roles and ‘hotspots’, with tailoring options for your specific needs.

    Maybo programmes are highly relevant, addressing the key scenarios retail colleagues can experience on a day to day basis. Our latest eLearning programme ‘Reducing Conflict and Violence Risks’ covers COVID:19 related conflict, including handling frustrations over restrictions and conflict between customers.

    Maybo Training Programmes

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

    • eLearning

    • Classroom

    • Train the trainer

    • Blended

    • Reducing Conflict and Violence Risks

      COVID-19 Edition

      This eLearning course explores the steps we can take to reduce conflict during these challenging times when working in customer-facing retail and restaurant roles. It highlights how we can communicate positively with customers and keep everyone safe. It has been updated to include advice relevant to COVID-19, in addition to covering more regular scenarios, such as angry customers, theft and disruptive behaviors experienced in our stores and restaurants.

      • Recognizing proactive measures to reduce the risk of work-related violence
      • Key messages and employer considerations
      • Safety Guidance 
      • Addressing behaviours of concern
      • Actions following an incident

      Individuals and small groups can immediately access this course here.

      Organizations can deploy it on their own systems at a much reduced per head cost. For a quote and tailoring options, get in touch.

       

      Delivery methods:

      • eLearning eLearning
    • Preventing Conflict and Reducing Risk

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

      Reducing Work-related Violence Risks

      • Workplace violence and difficult behaviours
      • Rights and responsibilities
      • Plan to reduce conflict and risk


      Signs and Causes of Escalating Conflict

      • 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 Blended
    • 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 Blended
    • Personal Safety and Disengagement

      RRN Approved

      This module provides additional practical strategies for disengaging and reducing the risk of assault.

      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
    • Redirection and Guiding

      RRN Approved

      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

       

      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 delegates, who were from a diverse range of Tate departments, each found it relevant to their areas and everyone I talked to reported gaining loads of new practical tools and increased confidence in communications.

      Tate Modern - Production Manager

    • 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

    • Everyone who attended yesterday’s session was absolutely full of praise for the course and the training, I have had excellent feedback on pretty much every aspect of the delivery and content. If we need any further training we will certainly be in immediate contact with Maybo.

      Tate Modern - Production Manager

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

      Mothercare - Profit Protection

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

      McDonald's Restaurants - Delegate

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

      LeisureSec

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