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Conflict Management and Personal Safety Training for the Aviation Sector
Maybo sets the benchmark for violence reduction and conflict management training in the aviation sector. Our comprehensive training aims to support the prevention and management of conflict and violent behaviours, so that staff and passengers can benefit from positive and safer environments.
Trusted experience and expertise
People working within the aviation industry are often faced with challenging situations due to the nature of their job and the unpredictability of human behaviour, particularly when frustrated due to delayed flights, under the influence of alcohol, or nervous boarding a flight.
If poorly managed, minor incidents can quickly escalate into aggressive and challenging situations, which can represent a safety risk to staff, fellow passengers and the reputation of your organisation.
Maybo training equips staff with the knowledge and skills so that they can manage difficult and challenging interactions, whilst providing excellent customer service to all passengers.
We believe that while it is impossible to defuse every situation, by teaching staff how best to professionally deal with dissatisfied customers and difficult behaviours, the number of incidents that end in assault and/or social media frenzy can be greatly reduced.
Maybo Training Programmes
De-escalation programme
Specification
Delivery: In-person / Trainer-led
Duration: 6 hours
Pre-Requisites: No
Max. Group Size: 12
Blended Learning Option: Yes
Virtual Delivery Option: Yes
Train-the-Trainer: Yes
This programme has been specifically designed for Airport Check-in Personnel working in Airport Terminals, who may encounter members of the public whose behaviour may be perceived as challenging or confrontational.
With a focus on outcomes, Airport Check-in 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
Maybo Training Programmes
Explore the range of training modules in Maybo's transport 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.
Air Travel – 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