• Safer, everyday practical skills for managing conflict and clinically related behaviours of concern

    Conflict Resolution and Personal Safety Training for Nurses and Hospital Staff

    Hospitals can be challenging environments to work in and Maybo provides staff in different roles and services with the knowledge and skills to reduce and de-escalate conflict and safely manage behaviours of concern.

    Proven experience and expertise

    Staff working in hospitals strive to provide the best care for patients who can have diverse and often complex physical, psychological and emotional needs. As a result of these some patients can present 'challenging', unpredictable and risky behaviours. Added to this, staff can experience conflict with relatives and other visitors.

    Maybo’s award-winning training provides staff with positive approaches to behaviours of concern, including safer working practices and effective communication and de-escalation skills.

    Where necessary we can teach simple positioning skills to reduce vulnerability to injury when working in close proximity to patients, plus low arousal disengagement, guiding and redirection skills. In higher risk areas this can extend to clinical holding skills.

    Maybo also trains hospital security and response teams in the above areas and in any additional physical intervention skills required, such as holding and escorting skills.

    We are the preferred training partner for many respected healthcare providers in the UK, Australia and New Zealand.

    Maybo was one of the first organisations to evidence compliance with the Restraint Reduction Network (RRN) Training Standards and we can offer training Certified by BILD ACT to Services that meet requirements. Our Trainer Training is also Accredited by City & Guilds.

    Hospital Case Study

    One of our recent training programmes was designed to equip NHS clinical teams, including nurses, healthcare assistants and medical staff with the knowledge and skills to navigate the behavioural challenges within a Hospital’s Emergency Department

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    Maybo Training Programmes

    Positive and Safer Healthcare

    Specification

    Delivery: In-person / Trainer-led

    Duration: 6 hours

    Pre-Requisites: No

    Max. Group Size: 12

    CPD Points: 6

    Blended Learning Option: Yes

    Virtual Delivery Option: Partial

    Train-the-Trainer: Yes

    Maybo ref: P-02543

    Why this training matters

    Clinical staff and colleagues in key patient support roles often care for patients with complex medical, psychological and emotional needs. This can present in distressed, confused and unpredictable behaviours, and sometimes physical aggression. Such behaviours are commonly unintentional, for example caused by a clinical condition or a response to treatment - however on occasion they are deliberate and malicious. Emotion filled interactions with family members can also lead to conflict and compromise personal safety.

    With regulatory drivers such as the Core Skills Training Framework (CSTF) requirements for Conflict Resolution, the Restraint Reduction Network (RRN) Training Standards, hospitals need training that not only protects staff and meet essential compliance standards, but improves patient experience and staff confidence.

    Programme Aim

    This programme equips healthcare teams with low arousal communication, de-escalation and conflict resolution skills to calm emotive situations and to support distressed patients and visitors. Staff learn simple practical skills to be safer when performing essential tasks in close proximity to confused and unpredictable patients, while maintaining patient safety and dignity.

    On completion of this programme, healthcare teams will be better able to:

    • Reduce frustrations and conflict through positive approaches
    • De-escalate emotive situations more confidently
    • Respond effectively to distressed and confused behaviours
    • Maintain safety while delivering essential treatment and care
    • Disengage to safety in situations presenting heightened risks

    Our core programme is designed for General/Acute Hospital Settings and is also available in focused versions for:

    Paediatric Wards: Covering the specific needs and behaviours of children and young people in hospital

    Dementia Wards: Responding to the needs and vulnerabilities of older adults with cognitive decline

     

    Find out more

    Positive and Safer Approaches for Non-Clinical Teams

    Specification

    Delivery: In-person / Trainer-led

    Duration: 3 to 8 hours

    Pre-Requisites: No

    Max. Group Size: 15

    CPD Points: 3

    Blended Learning Option: No

    Virtual Delivery Option: Yes

    Train-the-Trainer: Yes

    Maybo ref: P-03512

    Why this training matters

    Non-clinical staff including receptionists and ward clerks are often the first point of contact in hospitals and clinics, and porters, estates, catering and cleaning staff interact with patients, staff and visitors across wards and public and remote areas.

    All these roles can experience difficult interactions with patients, relatives and other staff who are distressed, anxious, or frustrated. Without the right skills, these encounters can escalate, leading to conflict, stress, and reduced service quality.

    Programme aim

    This programme provides awareness and early de-escalation strategies tailored for non-clinical staff, helping them manage difficult interactions calmly and safely.

    This programme helps staff to:

    • Recognise early signs of frustration and conflict
    • Influence behaviour through positive and proactive service delivery
    • Apply de-escalation strategies to calm challenging situations
    • Maintain personal safety and reduce workplace stress
    • Contribute to a calmer, safer, and more positive hospital environment

    For staff in heightened risk environments and/or roles Maybo can offer an extended programme that includes practical skills to help avoid assault and disengage to safety.

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    Clinical Holding

    Specification

    Delivery: In-person / Trainer-led

    Duration: 3 hours

    Pre-Requisites: No

    Max. Group Size: 12

    CPD Points: 12

    Blended Learning Option: Yes

    Virtual Delivery Option: Partial

    Train-the-Trainer: Yes

    Maybo ref: P-03505

    Why this training matters

    There are times when clinical teams need to provide essential treatment for patients who may lack capacity and are confused and resistive. This may as a last resort necessitate holding an adult or young patient to contain unpredictable movements while undertaking an essential procedure.

    The reality is that most Nurses, HCAs, AHP's and Doctors have not been taught safe methods to hold patients and therefore improvise methods, placing themselves and the patient at risk.

    Programme Aim

    This training builds on our Positive and Safer Healthcare programme, providing additional skills to help clinical teams safely facilitate essential treatment where a patient may lack capacity and is confused and resistive.

    On completion of this programme healthcare teams will be better able to:

    Identify alternatives to restrictive interventions, prioritising consent and respecting the rights and best interests of the patient
    Safely facilitate urgent clinical interventions e.g. in a medical emergency
    Protect a vulnerable person from placing themselves at imminent risk of serious harm
    Perform essential approved procedures with improved staff and patient safety
    Recognise the need for planned restrictive interventions to be approved by medical practitioners, considering the specific vulnerabilities of the person concerned

    Specific approaches are covered for patients of different ages.

    Find out more

    • 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

    • 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

    • 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

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

      LeisureSec

    • 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

    • Maybo has great content relevant to hospital and health services. Experienced trainers were able to take-away some excellent strategies that can be delivered in such a way that feels comfortable and natural. The Maybo trainer was patient and informative and this was appreciated. Quality course/quality trainer.

      Queensland Health - OVP Trainer

    • Very happy with Maybo content and back-up services. I like how the content is aimed at the majority of staff and not just high end situations. The session content and layout of the presentations are a big improvement on previous training packages.

      Queensland Health - OVP 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

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

      South Central Ambulance Service

    • They have extensive demonstrated
      experience in the delivery of conflict resolution and
      assault avoidance training in the health care sector both in
      Australia, and around the world. It has a layered and blended approach. They provide a
      comprehensive training program to meet the needs of staff
      in different service areas, all are based on human rights.

      Queensland Health - OVP Trainer

    • 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

    • 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

    • 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

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

      McDonald's Restaurants - Delegate

    • 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

    • 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

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

      Surrey & Borders Partnership NHS Trust

    • 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

    • Training was contemporaneous and provided contextually. Impressed with the overall content.

      Queensland Health - OVP Trainer

    • The training package was facilitated clearly, concisely and in an easy to understand way. The trainer was engaging and knowledgeable of the course content and catered for the diverse group of learners really well. The trainer kept us on track and encouraged everyone to engage and bring their own experiences. We all had a fabulous week.

      Queensland Health - OVP Trainer

    • 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

    Specialist Modules

    The following eLearning and Classroom modules compliment the programmes above

    • 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.

    Hospitals – All

    • Understanding Trauma and Trauma‑Informed Approaches

      Trauma can affect anyone. When a person lives with trauma their brain works differently and their behaviour changes, yet we as a society often respond in unhelpful ways.

      This comprehensive eLearning course seeks to bridge the gap between identifying and understanding trauma, and, responding with intelligence and compassion in a way that opens the door for recovery and a better way forward.

      Designed for people providing care and support to someone affected by trauma, four engaging and informative eLearning modules explore the fundamental concepts of trauma and how it affects the minds, emotions, lives and behaviours of people who experience it and those close to them.

      This comprehensive course provides a great starting point for those embarking on training and qualifications in trauma-informed approaches. It also provides a pragmatic, engaging and practical way for organisations to provide trauma-awareness training to their whole workforce.

      • Psychological trauma and its potential impact. 
      • Individual factors that can create resilience to trauma and the possible signs and symptoms of trauma.
      • Physiological and psychological effects of trauma.
      • Adopting a trauma-informed approach.

      Delivery methods:

      • eLearning eLearning

    • Promoting Human Rights & Reducing Restrictive Practices

      This module explores the principles of supporting a person's needs through a human rights approach. It develops learners' ability to take effective, person-centred measures to reduce restrictive practices that might be used intentionally or in some cases without realising they are restricting the person's liberty or autonomy.

      • Underpinning legislation, principles and definitions
      • Strategies to improve quality of life and reduce risk
      • Recognising restrictive practices
      • Ethical decision making

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

      Delivery methods:

      • eLearning eLearning
      • Classroom Classroom
      • Virtual Classroom Virtual Classroom
      • Train the Trainer Train the Trainer

    • Personal Safety and Guiding: Children and Young People

      This module provides practical strategies for reducing risk and maintaining safety. It can include low arousal guiding and re-direction skills and is relevant where behaviours can present risks of harm for a child and/or those that support and care for them.

      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

      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 assault avoidance and disengagement skills

      Low Arousal Guiding and Redirecting Skills

      • Skills to prompt or guide a child or young person
      • Skills to re-direct a child or young person
      • Contextual applications of Maybo guiding and redirecting skills in healthcare settings

      This module must be preceded by Maybo's Positive Approaches to Behaviour and Safer De-escalation modules.

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

      Delivery methods:

      • Classroom Classroom
      • Train the Trainer Train the Trainer

    • Clinical Holding

      This module provides non-aggressive physical intervention skills for use as a last resort to prevent harm. Its content is shaped around the specific needs and behaviours of the individuals being cared for.

      The restrictive interventions included in the delivery of this module will be assessed to ensure they are suitable for the needs of the people being supported by the participants on each course.

      Where a training needs analysis has highlighted elevated risks to individuals or populations, any additional safeguards, limitations or restrictions will be included in the delivery of this module. 

      Recognising and Reducing Risk

      • Key risk factors of restrictive interventions 
      • Individual and team responsibilities to reduce risk and respond to medical emergencies 

      Clinical Holding Skills

      • Training and operational risks of clinical holding skills
      • Non-aggressive restrictive clinical holding skills

      Training in the use of restrictive interventions must only be provided within the context of a commitment to the reduction of the use of all restrictive interventions and the provision of person-centred support.

      Some services and roles may require training in higher levels of intervention and equipment, which Maybo can provide subject to controls.

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

      Delivery methods:

      • Classroom Classroom
      • Train the Trainer Train the Trainer

    • Safety Pod™ Clinical Holding

      Holding skills for use with the Safety Pod™ to support clinical procedures. 

      Preparation and Use

      • Features and benefits of the Safety Pod™
      • Health and safety precautions
      • Preparing, using and storing the Safety Pod™

      Seated Holding Skills

      • Using Maybo’s seated wrap skills with the Safety Pod™ 
      • Using Maybo’s wrap reverse skills with the Safety Pod™

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

      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

    • 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

    • Safety Pod™

      Holding skills for use with the Safety Pod™

      Preparation and Use

      • Features and benefits of the Safety Pod™
      • Health and safety precautions
      • Preparing, using and storing the Safety Pod™

      Seated Holding Skills

      • Using Maybo’s seated wrap skills with the Safety Pod™ 
      • Using Maybo’s wrap reverse skills with the Safety Pod™

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

      Delivery methods:

      • Classroom Classroom
      • Train the Trainer Train the Trainer

    • Supporting People Living with Dementia

      This eLearning course seeks to help carers of older adults and people living with dementia to ensure the people in their care are treated with respect and dignity and that their individual needs are being understood and being met, all helping to prevent distress and improve quality of life. 

      It develops learners' ability to take effective, person-centred measures to reduce restrictive practices that might be used intentionally or in some cases without realising they are restricting the person's liberty or autonomy.

      Module 1 |  Promoting Human Rights and Reducing Restrictive Practises in Dementia Care  | 40 mins

      This module explores the principles of supporting a person's needs through a human rights approach.

      • Underpinning legislation, principles and definitions
      • Strategies to improve a person's quality of life and reduce risk
      • Recognising restrictive practices
      • Ethical decision making 

      Module 2  |  Understanding Behaviours of Concern  |  30 mins

      This module explores how to provide person-centred support to people living with dementia. 

      • Principles of Person-Centred Support
      • Characteristics of Behaviour 
      • Factors That Influence Behaviour
      • Functions of a Person's Behaviour

      Visit our eLearning store for more information

      Delivery methods:

      • eLearning eLearning

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    • Web Content Accessibility Guidelines (WCAG) 2.1 A and AA

      Maybo eLearning has been assessed by Shaw Trust Accessibility Services inline with the Web Content Accessibility Guidelines (WCAG) 2.1 A and AA criteria. It has been tested by people with a wide range of disabilities and found to be accessible.

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    • City & Guilds Accreditation

      Maybo training programmes have been accredited by City & Guilds since 2004

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    • BILD Association of Certified Training

      Maybo Training Services can deliver training Certified by BILD ACT as complying with the Restraint Reduction Network Training Standards to Services that meet certification requirements.

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    • UKAS number: 10766

      Maybo Training Services can deliver training Certified by BILD ACT as complying with the Restraint Reduction Network Training Standards to Services that meet certification requirements.

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    • ISO 9001:2015 Certified

      Maybo has been assessed and approved by QAS International as meeting the ISO 9001 quality management standards since 2012

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    • ISO 14001:2015 Certified

      Maybo has been assessed and approved by QAS International to the ISO 14001 environmental management standards since 2013

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