Maximising MAPA®: Developing Programme Delivery Delivering Refreshers: Customisation to engage your staff Mandy McDermott Global Professional Instructor Richard Lilley Global Professional Instructor

Customisation of Refreshers: Formal refreshers annually are an essential part of the MAPA® training process. Providing opportunity for: Reviewing course concepts, skills and application principles to reinforce understanding Problem solve and strengthen crisis intervention skills Receive additional supportive information Demonstrate capabilities in applying course content and skills to work experiences since last training

Values Spoken and Written Activity: Identify what is problematic with the following statements Mandy started getting aggressive when we told her to go to bed/leave the area/put her things away As usual, Richard has been winding staff up for most of the evening/day/session/activity At tea time Richard threw it on the floor deliberately to provoke a reaction in us Mandy attacked Richard when he arrived, but she had been out of control for ages before that We had a disturbed night with Ethel, she was in and out of bed all the time.

Crisis Development Model Listen to the description of the incident: Complete the Crisis Development Model with examples of both Service User and Staff behaviour at each of the levels. What could the staff have done differently during the scenario?

Meet and Greet Activity: Work in pairs for this activity: Person 1 – You will be asked to introduce yourself and offer to shake your partner’s hand Person 2 – Your non-verbal response will be to follow the instructions on your card

The Man from Strabane: What attempts does the interviewer make to address volume, cadence and proximity?

Directive Approaches Activity: Decide what the next course of action should be What was the integrated experience?

Limit Setting Activity: Reframe to a positive statement Consider the impact upon behaviour Consider professional, legal and ethical impact

Units 7 and 10: Decision Making Matrix and COPING Model WHO, did WHAT to WHOM, WHEN and is there a HISTORY of this?

Mandy gave one slap to Richard, on his left cheek leaving a red hand print shape. They were at the drinks station at 15.00 on Thursday 21st September 2017. This has never happened before. Complete the Behaviour Template

Who. Mandy What Behaviour. One slap To Whom. Richard Where Who? Mandy What Behaviour? One slap To Whom? Richard Where? (Body) Left Cheek What harm? Red mark Where? (Location) Drinks Station When? (Time/Day/Date) 3pm - 21/09/2017 History of this happening? None

Do we have enough information to plot this on the Decision Making Matrix? What else do we need to know?

Who else was present. What happened just before Who else was present? What happened just before? What do we know already? What happened next? What do we need to know? How will this inform the support plan?

Certified Instructor Support UK Freephone: 0800 019 4592 Ireland Freephone: 1800 551 578 Email: enquiries@crisisprevention.com Website: www.crisisprevention.com

Thank You