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

    Restaurants

    Maybo’s industry-leading training helps restaurant staff to develop the confidence and skills required to identify situations where their personal safety may be at risk and to use effective communication skills that can help avoid, diffuse and resolve confrontational situations.

    Proven experience and expertise

    Dealing with conflict is one of the hardest things employees face in the restaurant industry, where a businesses’ success is often based upon customer confidence and the quality of services delivered by staff.

    If poorly managed, minor incidents can quickly escalate into aggressive and challenging behaviour, which can represent a safety risk to both staff and customers, as well as potentially damaging the reputation of your business.

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

    We work to identify the different risk profiles of your staff and provide training based on their roles and levels of responsibility, for example, lone workers providing a delivery service will require a different set of training requirements when compared to front of house staff or their supervisors and managers. 

    Maybo Training Programmes

    Explore the range of training modules in Maybo's restaurant 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
    • 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
    • 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 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

    • 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

    • 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

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