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

    Conflict Management and Personal Safety Training for the Public Services Sector

    Maybo’s industry-leading training helps public service providers to develop the confidence and skills required to identify times where their personal safety may be at risk and use effective communication skills that can help to avoid, diffuse and resolve confrontational situations.

    Proven experience and expertise

    Maybo's conflict management and personal safety training provides teams and lone workers with the skills to communicate confidently and effectively so that they can prevent and defuse challenging situations while maintaining personal safety.

    Great service is also good for personal safety, which is why the development of effective communication skills is central to the training that we deliver.

    We believe that with a greater understanding and awareness of the risks of workplace violence coupled with positive de-escalation skills, the majority of incidents can be avoided or defused before they escalate and present a risk to the health and wellbeing of your colleagues or members of the public.

    Our programmes are designed to be relevant to the situations your staff face in their day to day work. We achieve this by carrying out a training needs analysis to identify the type of conflict situations and level of risk staff face.

    Maybo Training Programmes

    Explore the range of training modules in Maybo's curriculum for public services

    • eLearning

    • Classroom

    • Train the Trainer

    • Virtual Classroom

    • 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
      • Plan 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
      • Train the Trainer Train the Trainer
      • Virtual Classroom Virtual Classroom

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

    • 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

      RRN Approved

      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

       

      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

    • 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

    • 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

    • 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

    • 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

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

      London Borough of Enfield - Learning & Development Consultant

    • 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

    • 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

    • 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

    • 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

    • 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

    • 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 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 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

    • 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

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

      Link Housing - Staff Member

    • 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

    • 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

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

      Lewes 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

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