• Maybo is a leader in conflict management and personal safety training for the transport sector

    Conflict Management Training for Frontline Railway Staff

    Maybo equips staff with the knowledge and skills to help them avoid, prevent and resolve conflict whilst maintaining everyone's personal safety and seeking a positive outcome.

    Proven experience and expertise

    People working in the rail industry can often encounter challenging behaviour due to the enforcement nature of the roles, remote working and the sheer diversity and unpredictability of human behaviour. 

    Most conflict can be avoided by delivering a good standard of service and positive communication. However, there will be situations that need careful handling, ranging from a dissatisfied, angry or vulnerable customer, to disruptive individuals and groups, such as football fans, fare evaders and people under the influence of alcohol. 

    Knowing what to say and do in such situations can make all the difference for the staff member, the customer and the company’s reputation. This helps to ensure a positive and safer outcome is achieved in these difficult and challenging interactions.

    Our work with train operating companies and the British Transport Police was pioneering in the development of Travel Safe schemes. We have also worked extensively with Train Operating Companies including Transport for London, Southeastern Trains, South West Trains, Heathrow Express, Virgin Trains, Stagecoach Supertrams, Eurostar and East Midlands Trains.

    Maybo Training Programmes

    Conflict Awareness Programme for Railway Station Personnel

    Specification

    Delivery: In-person / Trainer-led

    Duration: 3 hours

    Pre-Requisites: No

    Max. Group Size: 15

    CPD Points: 3

    Blended Learning Option: No

    Virtual Delivery Option: Yes

    Train-the-Trainer: Yes

    This programme has been specifically designed for Railway Station Personnel working at Railway Stations, who may encounter members of the public whose behaviour may be perceived as challenging or confrontational.

    With a focus on outcomes, Railway Station Personnel will be equipped with an awareness of essential skills for preventing and responding to conflict situations, prioritising conflict avoidance and de-escalation.

    On completion of this programme, staff will:

    • Understand preventative measures to reduce risk
    • Know how to use de-escalation strategies

    Conflict Management Programme for Railway Station Personnel

    Specification

    Delivery: In-person / Trainer-led

    Duration: 6 hours

    Pre-Requisites: No

    Max. Group Size: 15

    CPD Points: 6

    Blended Learning Option: Yes

    Virtual Delivery Option: Yes

    eLearning Option: Yes

    Train-the-Trainer: Yes

    This programme has been specifically designed for Railway Station Personnel working in Railway Stations, who may encounter members of the public whose behaviour may be perceived as challenging or confrontational.

    With a focus on outcomes, Railway Station Personnel will be equipped with essential skills for preventing and responding to conflict situations, prioritising conflict avoidance and de-escalation.

    On completion of this programme, staff will:

    • Understand risks, rights and responsibilities in the workplace
    • Know how different factors influence behaviour
    • Know the importance of positive interactions and choices
    • Be able to use dynamic risk assessment to inform decision making
    • Be able to use safer de-escalation approaches
    • Be able to maintain personal safety and follow post-incident procedures

    Conflict Management and Personal Safety Skills for Gateline & other staff at Higher Risk

    Specification

    Delivery: In-person / Trainer-led

    Duration: 8 hours

    Pre-Requisites: No

    Max. Group Size: 12

    CPD Points: 8

    Blended Learning Option: Yes

    Virtual Delivery Option: Partial

    Train-the-Trainer: Yes

    This programme has been specifically designed for Gate-line Personnel working in Railway Stations, who may encounter members of the public whose behaviour may be perceived as challenging or potentially harmful.

    With a focus on outcomes, Gate-line Personnel will be equipped with essential skills for preventing and responding to conflict situations, prioritising conflict avoidance, de-escalation, and, as a last resort, personal safety responses.

    On completion of this programme, staff will:

    • Understand risks, rights and responsibilities in the workplace
    • Know how different factors influence behaviour
    • Know the importance of positive interactions and choices
    • Be able to use dynamic risk assessment to inform decision making
    • Be able to use safer de-escalation approaches
    • Be able to maintain personal safety and follow post-incident procedures
    • Understand the considerations for the use of non-restrictive physical skills
    • Be able to use defensive skills to avoid assault
    • Be able to use defensive skills to disengage or reduce risk from grips

    (Restrictive) Conflict Management and Physical Intervention Programme for REO's & RPO's

    Specification

    Delivery: In-person / Trainer-led

    Duration: 13 hours

    Pre-Requisites: No

    Max. Group Size: 12

    CPD Points: 13

    Blended Learning Option: Yes

    Virtual Delivery Option: Partial

    Train-the-Trainer: Yes

    This programme has been specifically designed for REO's and RPO's working at Railway Stations, who may encounter members of the public whose behaviour may present a significant risk of harm.

    With a focus on outcomes, REO's and RPO's will be equipped with essential skills for preventing and responding to potentially high risk conflict situations, prioritising conflict avoidance, de-escalation, and, as a last resort, physical interventions, including advanced physical interventions.

    On completion of this programme, staff will:

    • Understand risks, rights and responsibilities in the workplace
    • Know how different factors influence behaviour
    • Know the importance of positive interactions and choices
    • Be able to use dynamic risk assessment to inform decision making
    • Be able to use safer de-escalation approaches
    • Be able to maintain personal safety and follow post-incident procedures
    • Understand the considerations for the use of non-restrictive physical skills
    • Be able to use defensive skills to avoid assault
    • Be able to use defensive skills to disengage or reduce risk from grips
    • Be able to use physical intervention to guide and redirect a person
    • Understand how to reduce the risks of restrictive physical interventions
    • Be able to hold or escort a person
    • Be able to contain a person on the ground
    • Maybo are: responsive to our needs; invest in the development of their team; update their programme content with the latest thinking and provide real value for money. Coupled with the fact that they are all very personable and helpful I would recommend them as a respected supplier of consultancy and training services.

      Transport for London - Learning & Development Manager

    • The Maybo courses give customer-facing staff workable tools to deal with difficult situations. Maybo Physical Intervention techniques are designed so that anyone irrespective of size, shape or gender can use them effectively. I have to give a special mention to the back office staff and trainers who have been exceptional with their ongoing support.

      First Group

    • A very effective and interesting course. It made me more aware of emotional behaviour, how it can escalate and how to deal with it.

      South Eastern Trains - Delegate

    • "The Maybo training is going very well, over 600 staff covered to date. We have seen a decrease in incidents and injuries since the introduction of the Maybo principles which is an excellent result."

      Yarra Trams, Victoria AU - Manager

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