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

    Licensed Retail

    Maybo has played a leading role in raising training standards in the licensed retail industry for over 20 years. Our training enables staff, managers and door supervisors to work together to reduce risk and respond professionally to challenging situations.

    Proven experience and trusted expertise

    Maybo assisted the British Institute of Innkeeping Awarding Body (BIIAB) with the development of employer risk reduction guidance and the first conflict management qualifications for the licensed retail sector.

    Working with BIIAB and Skills for Security we provided the first accredited, nationally recognised physical intervention training programme and we continue to play an influential role advising government regulators and awarding organisations on the development of licensed retail training competencies, qualifications and best practice.

    Maybo's physical intervention programme for door supervisors is the preferred choice for security, event and venue operators and formed a core part of the mandatory training provided to over 20,000 personnel at the London 2012 Olympic Games.

    We believe most conflict can be avoided or defused through good customer service and positive communication skills, however, personal safety risks are greater in some environments, such as where there is heightened risk from alcohol or drugs. Our training curriculum ensures everyone gets the level of training they need for their role.

    Maybo Training Programmes

    Explore the range of training modules in Maybo's licensed retail 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

    • 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 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

    • SIA Physical Intervention: Disengagement, Holding and Escorting

      This module provides non-aggressive physical intervention skills for use as a last resort to prevent people coming to harm. It is relevant for private and inhouse security guards and door supervisors.

      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 venues 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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    • 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

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

      Mothercare - Profit Protection

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

      McDonald's Restaurants - Delegate

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

      LeisureSec

    • 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

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