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Maybo conflict management and personal safety training equips hotel employees with the skills to communicate confidently and effectively with guests to prevent and defuse challenging situations
Effective conflict resolution is a large part of the responsibilities of hotel staff, who need to balance providing great customer service with resolving disputes and challenging behaviours that could represent a risk to the safety and security of other guests and colleagues.
Maybo believes that while it is impossible to defuse every situation, by teaching managers, staff and security ways to professionally respond to dissatisfied guests and difficult behaviours, the number of incidents can be greatly reduced.
We also provide physical intervention and conflict incident response training as a last resort for staff whose role carries heightened safety risks and responsibilities.
We work to identify the different risk profiles of your staff and provide training based on their roles and levels of responsibility (physical intervention training, for example, will not be appropriate for everyone).
Explore the range of training modules in our hotels curriculum below
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.
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.
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.
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.
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.
This eLearning course introduces the risks and vulnerabilities present when working in customer-facing retail roles and highlights how to take measures to keep yourself safe when you encounter potentially risky situations.
It also covers regular scenarios, such as angry customers, theft and disruptive behaviours experienced in our shops and restaurants.
This module is for people who regularly interact with customers or members of the public in their role.
Reducing Work-related Violence Risks
Signs and Causes of Escalating Conflict
Positive Interactions and Choices
This module covers de-escalation strategies to alleviate a situation and achieve a positive and safer outcome.
Dynamic Risk Assessment
Personal Safety and Post-incident
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
Defensive Personal Safety Skills to Avoid Assault and Disengage
This module is RRN Approved when part of a BILD ACT Certified Curriculum.
This eLearning module explores the risks we may experience when working alone and the steps we can take to increase our personal safety.
This module provides additional low arousal redirection and guiding skills.
This module is RRN Approved when part of a BILD ACT Certified Curriculum.
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
Holding and Escorting
Containing and Supporting
Some services and roles may require training in higher levels of intervention and equipment, which Maybo can provide subject to controls.
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.
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.
The online training has worked well. We’ve been able to reduce abstraction time for staff for direct training from two days to one.
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.
Training was contemporaneous and provided contextually. Impressed with the overall content.
Very professional instructors with good background knowledge of the Ambulance Service. Always willing to suggest solutions to possible problems.
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.
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.
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.
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.
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.
The course alerted managers to how sensitive management of people after a violent incident can reduce trauma symptoms and aid recovery.
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.
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.
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.
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.
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.
The level of service and attentiveness to client needs is unparalleled.
Excellent training session. Kept us all interested for the whole day. Would highly recommend.
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.
Maybo's licensed programme gives us the control and flexibility we need to train our staff effectively.
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.
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.
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.