• Maybo is a leader in conflict management and personal safety training for the transport sector

    Conflict Management and Personal Safety Training for Bus and Tram Services

    Maybo has led the way in delivering conflict management and physical intervention training for bus and tram staff, for whom workplace violence is a very real and present challenge. We equip staff with the knowledge and confidence to professionally deal with difficult interactions whilst providing excellent customer service and influencing positive and safer outcomes.

    Trusted experience and expertise

    Bus and tram staff are often subject to physical and verbal abuse due to the enforcement nature of their roles, remote working, sheer diversity and unpredictability of human behaviour.  

    We believe that while most situations can be avoided by delivering a good standard of service and positive communication, there are situations that need careful handling. If poorly managed, minor incidents on the school run or night bus can quickly escalate, representing a safety risk to staff and fellow passengers, as well as potentially damaging the reputation of your organisation.

    Maybo training ensures staff know what to say and do in these situations, which helps to ensure a positive and safer outcome is achieved. 

    We support travel safety schemes and multiple agency projects working alongside organisations such as Yarra Trams, VIC and Transdev Australasia.

    Maybo Training Programmes

    Explore the range of training modules in Maybo's passenger transport curriculum below

    • eLearning

    • Classroom

    • Train the Trainer

    • Virtual Classroom

    • 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

    • The Maybo courses give customer-facing staff workable tools to deal with difficult situations. Maybo Physical Intervention techniques are designed so that anyone irrespective of size, shape or gender can use them effectively. I have to give a special mention to the back office staff and trainers who have been exceptional with their ongoing support.

      First Group

    • Maybo are: responsive to our needs; invest in the development of their team; update their programme content with the latest thinking and provide real value for money. Coupled with the fact that they are all very personable and helpful I would recommend them as a respected supplier of consultancy and training services.

      Transport for London - Learning & Development Manager

    • "The Maybo training is going very well, over 600 staff covered to date. We have seen a decrease in incidents and injuries since the introduction of the Maybo principles which is an excellent result."

      Yarra Trams, Victoria AU - Manager

    • A very effective and interesting course. It made me more aware of emotional behaviour, how it can escalate and how to deal with it.

      South Eastern Trains - Delegate

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