Conflict Management and Personal Safety for Lone Workers Programme

Part One | Preventing Conflict and Reducing Risk (1h 20m)

These modules are for people who regularly interact with customers or members of the public in their role. Each module can be completed individually. Combined, these three eLearning modules map to Maybo’s accredited training module, Preventing Conflict and Reducing Risk.

Module 1 | Risks, Rights and Responsibilities | 30 minutes

o Defining workplace violence

o Planning to reduce risks and vulnerabilities

o Rights and responsibilities

Module 2 | Understanding Human Behaviour | 30 minutes

o Common causes of risk behaviours

o Instinctive reactions to emotional or threatening situations

o Potential triggers in self and others

o Levels of escalation

Module 3 | Positive Interactions and Choices | 20 minutes

o Meeting people’s needs and expectations

o Influencing positive outcomes

o Overcoming barriers to communication

Part Two | Safer De-escalation (55m)

These modules explore de-escalation strategies to resolve a difficult situation and achieve a positive and safer outcome while maintaining personal safety. Each module can be completed individually. Combined, these three eLearning modules map to Maybo’s accredited training module, Safer De-escalation.

Module 4 | Dynamic Risk Assessment and Decision Making | 20 minutes

o Maybo SAFER model

o Risk identification

o Informed decision-making

Module 5 | Skills Preventing Escalation | 20 minutes

o Positive, non-aggressive approaches

o Safer positioning and teamworking skills

o Strategies to defuse, calm and resolve

Module 6 | Personal Safety and Post-incident | 15 minutes

o Responding to behaviours of concern

o Heightened risk indicators

o Exit strategies in higher-risk situations

o Post-event impact and responsibilities