• Maybo is a leader in conflict management training and workplace violence reduction for retail security and loss prevention teams

    Retail Security

    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.

    Proven experience and trusted expertise 

    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.

    Maybo Training Programmes

    Explore the range of training modules in Maybo's retail security 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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    • Excellent training session. Kept us all interested for the whole day. Would highly recommend.

      McDonald's Restaurants - Delegate

    • 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.

      ISS

    • 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 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.

      G4S Security - Delegate

    • 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.

      Clifton Suspension Bridge - Bridgemaster

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

      Mothercare - Profit Protection

    • 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.

      Brighton & Sussex University Hospital NHS Trust - Head of Security

    • 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

    • 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

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

      LeisureSec

    • Maybo's licensed programme gives us the control and flexibility we need to train our staff effectively.

      Surrey & Borders Partnership NHS Trust

    • 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

    • Very professional instructors with good background knowledge of the Ambulance Service. Always willing to suggest solutions to possible problems.

      South Central Ambulance Service

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