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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.
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 sporting 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 in the UK. In Australia, we have also worked extensively with Train Operating Companies including Australia’s biggest public transport project.
Explore the range of training modules in Maybo's passenger transport curriculum below
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.
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.
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.
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.
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: