• Maybo is a leader in conflict management training and workplace violence reduction for the leisure sector

    Leisure

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

    Trusted experience and expertise

    Dealing with conflict is one of the hardest things employees face in the leisure industry, where a business’s success is often based upon customer confidence and the quality of service delivered by staff.

    If poorly managed, minor incidents can quickly escalate into aggressive and challenging behaviour, which can represent a safety risk to both staff and customers, as well as potentially damaging the reputation of your business.

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

    Maybo helps staff confidently and appropriately respond to situations that are often encountered by people working in the leisure industry, such as dissatisfied customers, people under the influence of drugs or alcohol or large groups of people. This helps to significantly reduce the risk of workplace violence, protecting your staff, your customers and the reputation of your business.

    Maybo Training Programmes

    Explore the range of training modules in our leisure curriculum below

    • eLearning

    • Classroom

    • Train the Trainer

    • Virtual Classroom

    • Reducing Conflict and Violence Risks

      COVID-19 Edition

      This eLearning course introduces the risks and vulnerabilities present when working in customer-facing retail roles.

      It highlights how to take measures to keep yourself safe when you encounter potentially risky situations and has been updated to include advice relevant to COVID 19.

      It also covers regular scenarios, such as angry customers, theft and disruptive behaviours experienced in our shops and restaurants.

      • Recognise proactive measures to reduce the risk of work-related violence
      • Key messages and employer considerations
      • Safety Guidance 
      • Addressing behaviours of concern
      • Actions following an incident

      Delivery methods:

      • eLearning eLearning

    • 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

    • Safer Holding

      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

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


      Holding and Escorting

      • Training and operational risks associated with non-pain compliant restrictive skills
      • Non-aggressive restrictive holding and escorting skills 
      • Structured exercises
      • Positioning and teamwork in transitions between skills


      Containing and Supporting

      • Reduce risk whilst containing a seated person
      • Teamwork skills to support a person to a seated position on the floor
      • De-escalation and re-engagement skills
      • Applications relevant to the role


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

       

      Delivery methods:

      • Classroom Classroom
      • Train the Trainer Train the Trainer

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    • Everyone who attended yesterday’s session was absolutely full of praise for the course and the training, I have had excellent feedback on pretty much every aspect of the delivery and content. If we need any further training we will certainly be in immediate contact with Maybo.

      Tate Modern - Production Manager

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

      McDonald's Restaurants - Delegate

    • The course alerted managers to how sensitive management of people after a violent incident can reduce trauma symptoms and aid recovery.

      Mothercare - Profit Protection

    • The delegates, who were from a diverse range of Tate departments, each found it relevant to their areas and everyone I talked to reported gaining loads of new practical tools and increased confidence in communications.

      Tate Modern - Production Manager

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

      LeisureSec

    • 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

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