• Maybo's conflict management, personal safety and lone worker training gives housing staff the skills and knowledge to manage challenging situations more safely

    Personal Safety and Conflict Management Training for Housing Services

    Better protect your colleagues, clients and the reputation of your organisation with Maybo conflict management and disengagement training. Regarded as a leading UK specialist, we work to develop the confidence and skills of staff, so that they can identify times where their personal safety may be at risk and use effective communication skills to resolve confrontational situations.

    Proven experience and expertise

    Staff working for housing associations and local authorities often work remotely, are on call for extended hours and have to deal with challenging situations such as collecting payments, dealing with disputes and perceptions of unfairness. This can make them vulnerable to confrontational situations where their personal safety is at risk. 

    Maybo training provides teams and lone workers with the skills to communicate confidently and effectively so that they can prevent and defuse challenging situations.

    We believe that great service is also good for personal safety, which is why the development of great communication skills is central to the training that we deliver. This also benefits team members who may work in-house providing customer services.

    With great customer service and positive communication skills, the majority of incidents can be avoided or defused before they escalate and present a risk to the health and wellbeing of your staff, clients or your organisation’s reputation.

     

    Maybo Training Programmes

    Conflict Awareness for Housing Staff

    Specification

    Delivery: In-person / Trainer-led

    Duration: 3 hours

    Pre-Requisites: No

    Max. Group Size: 15

    CPD Points: 3

    Blended Learning Option: No

    Virtual Delivery Option: Yes

    Train-the-Trainer: Yes

    This programme has been specifically designed for Housing Officers, and Customer Advisors working in Cafes and Restaurants, who may encounter members of the public whose behaviour may be perceived as challenging or confrontational.


    With a focus on outcomes, Housing Officers, and Customer Advisors will be equipped with an awareness of essential skills for preventing and responding to conflict situations, prioritising conflict avoidance and de-escalation.


    On completion of this programme, staff will:

    • Understand preventative measures to reduce risk
    • Know how to use de-escalation strategies
    Find out more

    Conflict Management for Housing Staff

    Specification

    Delivery: In-person / Trainer-led

    Duration: 6 hours

    Pre-Requisites: No

    Max. Group Size: 15

    CPD Points: 6

    Blended Learning Option: Yes

    Virtual Delivery Option: Yes

    eLearning Option: Yes

    Train-the-Trainer: Yes

    This programme has been specifically designed for Housing Officers, Customer Advisors, Maintenance Operatives working in Housing, who may encounter members of the public whose behaviour may be perceived as challenging or confrontational.


    With a focus on outcomes, Housing Officers, Customer Advisors, Maintenance Operatives will be equipped with essential skills for preventing and responding to conflict situations, prioritising conflict avoidance and de-escalation.


    On completion of this programme, staff will:

    • Understand risks, rights and responsibilities in the workplace
    • Know how different factors influence behaviour
    • Know the importance of positive interactions and choices
    • Be able to use dynamic risk assessment to inform decision making
    • Be able to use safer de-escalation approaches
    • Be able to maintain personal safety and follow post-incident procedures
    Find out more

    Conflict Management for Housing Concierge Staff

    Specification

    Delivery: In-person / Trainer-led

    Duration: 6 hours

    Pre-Requisites: No

    Max. Group Size: 15

    CPD Points: 6

    Blended Learning Option: Yes

    Virtual Delivery Option: Yes

    eLearning Option: Yes

    Train-the-Trainer: Yes

    This programme has been specifically designed for Concierge and Reception Staff working in Housing, who may encounter members of the public whose behaviour may be perceived as challenging or confrontational.


    With a focus on outcomes, Concierge and Reception Staff will be equipped with essential skills for preventing and responding to conflict situations, prioritising conflict avoidance and de-escalation.


    On completion of this programme, staff will:

    • Understand risks, rights and responsibilities in the workplace
    • Know how different factors influence behaviour
    • Know the importance of positive interactions and choices
    • Be able to use dynamic risk assessment to inform decision making
    • Be able to use safer de-escalation approaches
    • Be able to maintain personal safety and follow post-incident procedures
    Find out more

    Conflict Management and Disengagement for Customer Facing Staff

    Specification

    Delivery: In-person / Trainer-led

    Duration: 8 hours

    Pre-Requisites: No

    Max. Group Size: 12

    CPD Points: 8

    Blended Learning Option: Yes

    Virtual Delivery Option: Partial

    Train-the-Trainer: Yes

    This programme has been specifically designed for Housing Officers, Customer Advisors, Maintenance Operatives working in Housing, who may encounter members of the public whose behaviour may be perceived as challenging or potentially harmful.


    With a focus on outcomes, Housing Officers, Customer Advisors, Maintenance Operatives will be equipped with essential skills for preventing and responding to conflict situations, prioritising conflict avoidance, de-escalation, and, as a last resort, personal safety responses.


    On completion of this programme, staff will:

    • Understand risks, rights and responsibilities in the workplace
    • Know how different factors influence behaviour
    • Know the importance of positive interactions and choices
    • Be able to use dynamic risk assessment to inform decision making
    • Be able to use safer de-escalation approaches
    • Be able to maintain personal safety and follow post-incident procedures
    • Understand the considerations for the use of non-restrictive physical skills
    • Be able to use defensive skills to avoid assault
    • Be able to use defensive skills to disengage or reduce risk from grips
    Find out more

    • Excellent training that was explained and demonstrated well. Safety when visiting people’s homes and skills to defuse situations. Met all of my requirements.

      City of Edinburgh - Delegate

    • The feedback from eLearning was excellent....staff stated that it was nice to be refreshed on things that they do every day but often take for granted.

      London Borough of Ealing

    • The training met all our needs and the feedback from staff was universally excellent.

      Lewes District Council

    • I would have no hesitation in attesting to the quality of the work Maybo does for this Authority and can confirm that we look forward to our relationship with them continuing into the future.

      Wealden District Council

    • The course facilitators are happy to create bespoke sessions and are excellent at pitching the content to different employee groups. We get excellent feedback from course delegates who also receive an accredited qualification after attending the sessions.

      Richmond Housing Partnership - HR Training Advisor

    • I was impressed by the trainer’s style and delivery, managing the “internal politics” very well. Maybo’s use of scenarios as a base to the training event is excellent. I have always had good feedback from staff in the past, but to personally see the training in action confirmed and reinforced their feedback.

      City of London - Manager

    • We are very happy with the way the training was delivered. Both the trainers were very professional and everybody thought the training was very worthwhile.

      East Cambridgeshire District Council

    • We have used Maybo as our preferred supplier for Conflict Management training since 2009 and such a long partnership is evidence of the success of the workshops they deliver for us.

      Richmond Housing Partnership - HR Training Advisor

    • Good, worthwhile and beneficial training to certain areas in my role and in my workplace. Trainer was engaging and had the whole group taking part.

      London Borough of Islington - Delegate

    • 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

    • The Maybo trainer was great, very engaging, everything went really well.

      London Borough of Enfield - Learning & Development Consultant

    • The trainer was able to tailor this excellent training to be relevant to my job role. The course was enjoyable and engaging.

      South Lanarkshire Council - Delegate

    • The training has given me the confidence and ability to go about my job more safely and without adversely affecting or hurting the feelings of our service users.

      Brent Council - Adult Social Care Team Member

    • Springboard would like to thank the Maybo team for delivering training to us. It was very useful, the feedback was very positive, and the trainer was excellent.

      PBS Mentor - Springboard Education

    • 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

    • Wealden District Council has worked with Maybo for many years now and the results have always been very successful. Starting with programmes on Lone Worker Safety, the work we do has extended into Telephone Violence, Face-to-Face Violence in the Office and Panic Alarm Response. I would have no hesitation in attesting to the quality of the work Maybo does for this Authority.

      Wealden District Council

    • Just would like to let you know the training provided by Maybo was excellent and that takes a lot for me to say that! Very good and well worth all staff attending.

      London Borough of Havering - Senior Practitioner, Adult Social Care Community Team

    • The relevance of the training to children being first and foremost was utmost in our minds when we commissioned this package for our teams. The language use and the way of thinking about impact and understanding has been amazing. There is a real buzz in our residential homes and people keep asking for more!

      States of Jersey - Head of Service, Children, Young People, Education and Skills

    • Well-delivered, excellent course, all relevant content, good pace, and a very knowledgeable and engaging tutor.

      Link Housing - Staff Member

    • Working with Maybo has helped us to achieve our goal of providing our staff with high-quality training that works. The course facilitators are happy to create bespoke sessions and are excellent at pitching the content to different employee groups. We get excellent feedback from course delegates who also receive an accredited qualification after attending the sessions.

      St Mungo's

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