• Safer, everyday practical skills for managing conflict and 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 have attained the highest levels of recognition in this area of training, including approval from the Restraint Reduction Network and BILD ACT Certification for our programmes.

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

    Maybo Training Programmes

    Explore the range of training modules in our healthcare curriculum below

    • eLearning

    • Classroom

    • Train the Trainer

    • Virtual Classroom

    • Positive Approaches to Behaviour

      RRN Approved

      This module provides learners with positive and proactive approaches to managing behaviours of concern based on respect for the individual.

      Risks, Rights and Responsibilities

      • Behaviours of concern
      • Rights and responsibilities in your role
      • Plan to reduce risks and vulnerabilities 

      Factors That Influence Behaviour

      • Common functions of behaviours of concern
      • Instinctive reactions to emotional or threatening situations
      • Potential triggers in self and others you interact with
      • Levels of escalation

      Positive Interactions and Choices

      • Needs and expectations of the people you support and interact with 
      • Influencing positive outcomes
      • Overcoming barriers to communication

       

      Delivery methods:

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

    • Safer De‑escalation

      RRN Approved

      This module introduces secondary responses to alleviate the situation and prevent distress or behaviours of concern from escalating.

      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
      • Virtual Classroom Virtual Classroom

    • 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

      RRN Approved

      This RRN Approved 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

       

      Delivery methods:

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

    • Personal Safety and Disengagement

      RRN Approved

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

      It is relevant where behaviours can present risks of harm for people and/or those that support and care for them.

      Risks, Rights and Responsibilities

      • Defining defensive skills and interventions
      • Risks of using physical skills in healthcare settings
      • 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

    • Personal Safety and Guiding: Children and Young People

      RRN Approved

      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. 

       

      Delivery methods:

      • Classroom Classroom
      • Train the Trainer Train the Trainer

    • Clinical Holding

      RRN Approved

      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 RRN approved 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.

      See Standard 2.8 of the RRN Training Standards for further guidance on providing staff with restrictive intervention training. 

      This module sits within Maybo's RRN approved curricula for older adults, under Maybo's Certification from the Bild Association of Certified Training. 

       

      Delivery methods:

      • Classroom Classroom
      • Train the Trainer Train the Trainer

    • Safety Pod™ Clinical Holding

      RRN Approved

      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™

       

      Delivery methods:

      • Classroom Classroom
      • Train the Trainer Train the Trainer

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    • 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

    • 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

    • 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 a human rights.

      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

    • 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

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

      Surrey & Borders Partnership NHS Trust

    • 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

    • 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

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

      South Central Ambulance Service

    • 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

    • 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

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

      Queensland Health - OVP Trainer

    • 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

    • 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 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

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

      McDonald's Restaurants - Delegate

    • 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

    • 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

    • 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

    • 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

    • 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

    • UKAS number: 10766

      Maybo training services have been certified by the BILD Association of Certified Training
      as complying with the Restraint Reduction Network Training Standards since 2019

      Find out more

    • ISO 9001:2015 Certified

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

      Find out more

    • ISO 14001:2015 Certified

      Maybo has been assessed and approved by QAS International to the ISO 14001 environmental management standards since 2012

      Find out more

    • UKAS number: 10766

      Maybo training services have been certified by the BILD Association of Certified Training
      as complying with the Restraint Reduction Network Training Standards since 2019

      Find out more

    • 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.

      Find out more

    • City & Guilds Accreditation

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

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