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

2. 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

3. 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.

4. 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?

5. 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

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

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

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

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

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

11. 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

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

13. 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?

14. Certified Instructor Support
UK Freephone: Ireland Freephone: Website:

15. Thank You