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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 positive outcomes.
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