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Retail operations lie at the heart of nearly every community, yet significant numbers of staff experience verbal abuse, threats or even physical assault. We help staff to safely recognise and respond to challenging situations that pose a risk to the safety and security of staff and customers.
There are many factors present in retail environments that can lead to disruptive and violent incidents such as theft, antisocial behaviour, groups of young people and homelessness.
Maybo believes that by teaching security staff how best to professionally deal with dissatisfied customers and difficult behaviours, the number of incidents that end in assault, loss or damage can be greatly reduced.
We also provide physical intervention and incident response training so that security personnel can respond appropriately to situations that carry heightened safety risks, such as confronting suspected thieves or disorderly individuals.
Our work with the British Retail Consortium, Skills for Security and the Security Industry Authority has helped to formulate the development of national guidance and best practice for retail security providers.
Explore the range of training modules in Maybo's loss prevention 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 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 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 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.
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.
The level of service and attentiveness to client needs is unparalleled.
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.
Very professional instructors with good background knowledge of the Ambulance Service. Always willing to suggest solutions to possible problems.
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.
Maybo's licensed programme gives us the control and flexibility we need to train our staff effectively.
The course alerted managers to how sensitive management of people after a violent incident can reduce trauma symptoms and aid recovery.
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.
The online training has worked well. We’ve been able to reduce abstraction time for staff for direct training from two days to one.
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.
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.
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.
Excellent training session. Kept us all interested for the whole day. Would highly recommend.