• Maybo is a leader in conflict management training and workplace violence reduction for the retail sector

    Conflict Management and Personal Safety Training for Retail Stores

    Retail operations lie at the heart of every community, yet our colleagues experience abuse and now the brunt of COVID:19 frustrations. Maybo guidance and training help reduce conflict and violence risks to employees and customers and better protect the reputation of the business.

    Trusted experience and expertise

    Maybo has supported retailers since 1998 and shaped national guidance for retailers on work-related violence. Leading brands in the UK, Europe, US, Canada and Australia are currently benefiting from our advice on policy and controls and flexible training for key customer-facing roles in their businesses.

    We believe that while it is impossible to control every situation, our colleagues can influence safe outcomes through a positive attitude and approach. By being proactive they can defuse customer frustrations and also play a key role in deterring thieves and unwelcome behaviours.

    Our comprehensive resources enable stores to provide cost-effective training relevant to each role performed, from sales assistants to managers and security professionals where deployed. We offer the flexibility to provide baseline training through eLearning then courses (delivered by our trainers or yours) for key roles and ‘hotspots’, with tailoring options for your specific needs.

    Maybo programmes are highly relevant, addressing the key scenarios retail colleagues can experience on a day to day basis. Our latest eLearning programme ‘Reducing Conflict and Violence Risks’ covers COVID:19 related conflict, including handling frustrations over restrictions and conflict between customers.

    Maybo Training Programmes

    Explore the range of training modules in Maybo's retail 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
      • 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:

      • 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

    Discover a training solution built around your needs