Transcript Client Orientation & Program

CLIENT ORIENTATION,
INDUCTION AND
SCREENING
SRFFIT003B:
–Undertake client induction and
screening
SRFFIT001B
–PROVIDE ORIENTATION TO
CLIENTS PRIOR TO
UNDERTAKING A FITNESS
PROGRAM
1 Establish rapport with
client
Greet client in a friendly and
courteous manner
Establish the general service the
client wishes to access is
2 Identify general client
fitness requirements
– Assess the requirements and
expectations of clients
– Explain the available services and
facilities relevant to the client's wishes
– Advise the client on activities to meet
identified needs
3 Advise client on the benefits and procedures
of fitness appraisal and exercise prescription
Explain the specific benefits of the fitness
activities relevant to the needs
of the client
Advise the benefits of a fitness appraisal
and exercise program to the client
Make an appointment for an appraisal or
programming session, if required
Deliver and process a basic health screening
questionnaire
– Briefly explain the benefits of a pre–exercise
health screening
– Administer an industry standard health
screening
– Review the health screening questionnaire
– Explain the procedures to be followed before
commencing an exercise program when there are
health concerns to the client
– Provide information on the exercise program the
client has selected to them
– Book the client in for an appointment with an
instructor if an appraisal or program is required
– Report health concerns to a supervisor and/or
instructor, if required
– Process and/or file the screening questionnaire
What is Rapport?
• Establish trust and understanding
•
Encourage client to share more information
with you
• Helps you to develop a program that is
appropriate for them
• Helps you accurately recommend services
that suit their needs
How do we Build Rapport?
Confidence
Understand the
principles of exercise
programming &
prescription
Be confident to share
your knowledge
Effective
Communication
Listening
Questioning
Non-verbal skills
Effective Communication
55%
7%
Words
Tone
Body Language
38%
Effective Listening
Open body language
– lean forward
– don’t cross your arms or legs
Maintain eye contact
– but don’t stare
Pause before replying
Paraphrase their information back to
them
– ‘you mentioned earlier…’
Effective Questioning
Build a rapport to break down barrier
Acknowledge your client
Accept your client no matter what
ethnicity, body shape, gender or age
Use words like what, when, how, why
Use closed questions that only require a
yes or no
Maintain a client focus
Non – Verbal Communication
Dress professionally
Be on time to appointment
Have an open & relaxed posture
Always smile
When correcting technique don’t be afraid
to touch your client
– HOWEVER, don’t touch soft body parts
– Be PROFESSIONAL
Always demonstrate perfect technique
yourself
How do we Build Rapport with
Different Personality Types?
Before we learn how to work
effectively with different personality
types…
WHICH PERSONALITY TYPE
ARE YOU?
Personality Types
Where do you fit in?
C
Task
Oriented
D
Extroverted
Introverted
I
S
People
Oriented
Type D: Dominant Director
High achiever, task oriented,
competitive, assertive, self-confident
Requires a challenge
Not threatened by change
Is impatient
May want to take control
Type I: Interactive Innovator
Outgoing, optimistic, imaginative,
enthusiastic, dramatic
Requires fun, constant change,
regular praising and more than one
thing happening at a time
Hates routine, likes to get their own
way
Very disorganised and late
Type S: Steady Relaters
Kind, reliable, patient, relaxed,
quiet, shy
Hates quick change, requires
security, loves being at home
Speaks softly and slowly, hates to
stand out in a crowd
Great listeners, pessimistic, early for
appointments, write lists
Type C: Concise Perfectionists
Slow, task oriented, follow rules, are
exact and accurate
Scientific, punctual, organised, critical,
introverted
Usually need more personal space and
don’t like to be touched
Motivated by numbers and research
Realistic rather than enthusiastic
Won’t tolerate inconsistencies or mistakes
Quick Question!
How would your communication
differ from each personality type?
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Type D
Type I
Type S
Type C
Fitness Instructor Process
Initial appointment
Health screening appointment
Exercise program appointment
Exercise program review
How to Make an Initial
Appointment?
Information
gathered
– Date, time
– Client’s name &
number
– Purpose of
appointment
– Name of
instructor
Information
provided to client
– Date, time of
appointment
– Instructors name
– Directions to
facility
Goal of Initial Client Contact
Assess your clients needs
Assess your clients expectations of
you & your facility
Match your clients needs with you
and your facility’s services
Questions to Answer During your
Initial Appointment
Does your client require;
– a gym program, group exercise class timetable,
child care service?
How long can your client spend at the gym?
– 1 hour, 20 minutes?
Does your client require a medical
clearance from their GP?
How will these answers impact your decisions
as a fitness instructor?
Health Screening Questionnaire
Know what the Health Questionnaire
is asking before you give it to your
client
Health Screening Appointment
Before you begin rebuild rapport
– Is your client comfortable?
– Introduce yourself & your role
– Ask them about their recent health, work,
family etc.
Ascertain whether your client is;
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–
–
–
–
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Active
Inactive
Experienced with exercise
Inexperienced
Confident
Self-conscious
Health Screening Appointment cont.
Does your client need a
medical clearance?
– High/low blood pressure?
– Asthma?
– Diabetes?
– Hernia
– Injury / chronic pain?
– Prescribed medications?
Talk to your supervisor if your client has a
condition, injury or is taking medication
Why do we need a
Medical Clearance?
Need to be sure that exercise will be
a benefit not a risk to their health
Their doctor knows their health &
history more thoroughly than a
health screening tool
Exercise Program Appointment
Read over Health Screening Questionnaire with client
Ascertain clients goals & needs
Is there any factors limiting their ability to exercise?
How much time can they commit to an exercise program?
– Be realistic!
Are they new to exercise?
Have they had an exercise program before?
– What exercises did they enjoy?
– What exercises did they not enjoy?
Managing a Client’s Injury or
Health Condition
If your client has an injury or
medical condition;
– Ask their doctor / allied health
professional about;
Diagnosis
Any recommendations
Any exercises they should not do
When they need to be reviewed by their
doctor / allied health professional
Match each Exercise to a Fitness
Component
..\Competency Specific Resources\FITNESS COMPONENTS AND
TESTING.pptx
Power
Flexibility
Agility
Muscular
Strength
Body
Composition
Aerobic
Capacity
Balance
Muscular
Endurance
Speed
When developing an exercise
program be sure to include;
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–
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Frequency (number of reps & sets)
Intensity (50%, 75%, 100% HR, effort)
Type (weights, cardio, core)
Time (length of each exercise & program)
Structure of an Exercise Program
5 – 10 minute warm up
minimum of 4, maximum of 12 exercises
– alternate upper body & lower body
5 – 10 minute cool down
stretching from head to toe
– hold each stretch for 20 – 30 seconds
Final Stages of Exercise Program
Demonstrate each exercise
– Use perfect technique for them to copy
Write down each exercise – sets,
reps, weight
– Write safety hints & technique tips where
necessary
Correct any mistakes in their
technique
– Don’t let their poor technique become a bad
habit
HOMEWORK TASK!!
Using the FITT Principles, develop
an exercise program for 2 of the
following clients;
– young female who doesn’t enjoy
exercise
– young male who wants to bulk up
– middle aged man who is fit for his age
– middle aged woman who is overweight
– mother of 3 young kids
– grandfather who is over 65
How to Maintain Motivation
How to specifically motivate each
personality type?
– Type I – make program fun & ensure
variety
– Type S – make them feel like they’re
helping you by exercising
– Type C – use numbers of reps, time
based exercises
– Type D – continue to challenge them
How to Maintain Motivation cont.
..\Competency Specific Resources\STAGES OF CHANGE.pptx
Provide a program to mark off
Text message or email them once a
month
Exercise with a friend
Participate in group exercise classes
Make exercise a routine
Exercise Program Review
After 6 – 8 weeks be sure to contact your
client for a program review
What exercises are now too easy?
Boring? Too hard?
Are they satisfied with their program?
What exercises would they like to keep?
Change?
Empower your client to help you design
their program  great motivational tool