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Certified Training for Staff in Facilities Management Settings
Maybo training develops skills across a wide range of FM roles and settings, helping employees to manage conflict and hostility in safe and respectful ways.
Proven experience and expertise
Over 25 years Maybo has provided specialist training and guidance for FM services operating across most sectors. This covers a wide range of roles where staff can experience conflict with people they come into contact with. Some roles such as healthcare or retail security and parking operatives are featured in more detail on this website.
Maybo designs the training for the role performed, whether a primary customer facing role such as at reception, a security or parking function, or other support/ancillary role where staff may come into contact with people with a grievance - or are up to no good!
Staff learn additional skills for handling emotive and delicate conversations. These can range from calming a frustrated or angry customer to a safe and professional response in a situation where someone is being abusive or threatening.
Where relevant our training covers personal safety strategies when lone and remote working safety, plus skills for call handling.
Our comprehensive resources enable your organisation to provide flexible, cost-effective training including eLearning and practically based courses (delivered by our trainers or yours) with tailoring options for your specific needs.
Maybo Training Programmes
Explore the range of training modules in Maybo facilities management curriculum below
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All
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eLearning
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Classroom
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Virtual Classroom
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Train the Trainer
eLearning
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.
To find out more or for volume purchases contact our team or visit our eLearning store for individual purchases.
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.
Classroom
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.
Virtual Classroom
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.
Train the Trainer
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.
Facilities Management – All
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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
- Planing 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:
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eLearning
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Classroom
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Virtual Classroom
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Train the Trainer
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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:
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eLearning
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Classroom
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Virtual Classroom
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Train the Trainer
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Personal Safety and Disengagement
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
This module is RRN Approved when part of a BILD ACT Certified Curriculum.
Delivery methods:
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Classroom
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Train the Trainer
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Redirection and Guiding
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
This module is RRN Approved when part of a BILD ACT Certified Curriculum.
Delivery methods:
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Classroom
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Train the Trainer
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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:
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Classroom
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Train the Trainer
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Supine Containment
Non-aggressive physical intervention skills for use as a last resort to prevent people coming to harm.
Training in the use of restrictive interventions must only be provided within the context of a commitment to the reduction of the use of all restrictive interventions and the provision of person-centred support.
- Training and operational risks of supine interventions
- Reducing risk when holding a person in the supine position
- Disengaging from a supine position
- Supporting or initiating a transition to the ground
- Contextual applications of Maybo supine holding skills
Some services and roles may require training in higher levels of intervention and equipment, which Maybo can provide subject to controls.
This module is RRN Approved when part of a BILD ACT Certified Curriculum.
Delivery methods:
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Classroom
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Train the Trainer