• 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

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

    • All

    • eLearning

    • Classroom

    • Virtual Classroom

    • Train the Trainer

    eLearning

    Maybo's eLearning programmes utilise the latest learning technologies, realistic scenarios and interactive exercises to offer an engaging self-study learning experience.

    eLearning can play a valuable role within a blended learning strategy, underpinning the knowledge and reducing staff abstraction time, or in some instances as a complete solution. It also works well for induction and refresher training.

    To find out more or for volume purchases contact our team or visit our eLearning store for individual purchases.

    eLearning is also known as self-directed learning. It often precedes Classroom or Virtual Classroom training to provide a foundation of knowledge in advance - this is known as a blended approach.

    Classroom

    Maybo designs and delivers training to meet your requirements and can deliver direct to your staff wherever you need it. We take time to understand your training needs and the unique challenges and scenarios your colleagues face, to ensure our Classroom courses are highly relevant. Learners receive superb resources and certificates with a range of accreditation and qualification options.

    Classroom training can be combined with eLearning to form a blended learning strategy, underpinning the knowledge and reducing staff abstraction time.

    Classroom training is delivered by a trainer at an agreed venue. It is also sometimes called face-to-face or in-person training.

    Virtual Classroom

    Maybo designs and delivers Virtual Classroom training to meet your requirements.

    Virtual Classroom training enables staff to benefit from engaging team training with high-levels of participation delivered remotely by a skilled facilitator over video conferencing software including Zoom and MS Teams.

    Virtual Classroom training can also be combined powerfully with eLearning to form a blended learning strategy, with eLearning underpinning the knowledge and reducing staff abstraction time.

    Virtual Classroom training is live, participatory training delivered remotely by a trainer with video conferencing software.

    Train the Trainer

    Maybo offers a Train the Trainer model that equips experienced trainers to deliver Maybo's accredited training curricula within their own organisation.

    We run regular courses on a variety of subjects that include supporting people with complex needs, positive behaviour support, preventing conflict and behaviours of concern, safer approaches to de-escalation and conflict resolution, personal safety, assault avoidance and low arousal handling skills.

    To find out more contact our team.

    Trainers receive access to Maybo's online resource centre where they can find everything they need to deliver and certify Maybo training in-house.

    Housing – All

    • 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
      • Planing 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
      • Virtual Classroom Virtual Classroom
      • Train the Trainer Train the Trainer

    • 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
      • Virtual Classroom Virtual 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

    • Personal Safety and Disengagement

      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

       This module is RRN Approved when part of a BILD ACT Certified Curriculum.

      Delivery methods:

      • Classroom Classroom
      • Train the Trainer Train the Trainer

    • 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

       This module is RRN Approved when part of a BILD ACT Certified Curriculum.

      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

    • Reducing Restraint Related Risks

      Any use of physical intervention, especially physical restraint, carries significant risk. This self-study eLearning course provides critical information to anyone in roles where physical intervention may lead to the application of physical restraint. 

      Combining evidence-based guidance on the medical risks and good practice methods to reduce risks in settings where restraint may be required to create and maintain safety. 

      • Why physical Intervention and restraint should only be used as a last resort
      • Why physical intervention and restraint pose risks to physical health and mental wellbeing
      • Commonly used terms relating to the use of force
      • Considerations when making a decision to use force
      • Alternatives to the use of physical intervention
      • Recognising and reducing the risks of harm in situations involving physical intervention or restraint
      • Factors that increase risks of harm during physical intervention
      • Key steps we can take to reduce risk of harm during physical intervention as part of our duty of care
      • 'Red Flags'
      • Key considerations following use of physical intervention

       

       

      Delivery methods:

      • eLearning eLearning

     View more

    • 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

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

      Lewes District Council

    • 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

    • 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

    • 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

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

      Link Housing - Staff Member

    • 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 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

    • 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

    • 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

    • 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 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

    • 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

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

      London Borough of Enfield - Learning & Development Consultant

    • 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 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

    • 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

    • 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

    • 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

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