CLIENT ORIENTATION, CLIENT ORIENTATION, INDUCTION AND INDUCTION AND

SCREENINGSCREENING

SRFFIT003B: SRFFIT003B: – Undertake client induction and Undertake client induction and

screeningscreening

SRFFIT001B SRFFIT001B – PROVIDE ORIENTATION TO PROVIDE ORIENTATION TO

CLIENTS PRIOR TO CLIENTS PRIOR TO UNDERTAKING A FITNESS UNDERTAKING A FITNESS PROGRAMPROGRAM

1 Establish rapport with 1 Establish rapport with clientclient

Greet Greet clientclient in a friendly and in a friendly and courteous mannercourteous manner

Establish the general service the Establish the general service the clientclient wishes to access is wishes to access is

2 Identify general client 2 Identify general client fitness requirementsfitness requirements

– Assess the Assess the requirementsrequirements and and expectations of clients expectations of clients

– Explain the available services and Explain the available services and facilities relevant to the client's wishes facilities relevant to the client's wishes

– Advise the Advise the clientclient on activities to meet on activities to meet identified needsidentified needs

3 Advise client on the benefits and procedures 3 Advise client on the benefits and procedures of fitness appraisal and exercise prescriptionof fitness appraisal and exercise prescription

Explain the specific benefits of the fitness Explain the specific benefits of the fitness activities relevant to the needs activities relevant to the needs of the of the clientclient

Advise the benefits of a fitness appraisal and Advise the benefits of a fitness appraisal and exercise program to the exercise program to the clientclient

Make an Make an appointmentappointment for an appraisal or for an appraisal or programming session, if requiredprogramming session, if required

Deliver and process a basic health screening Deliver and process a basic health screening questionnairequestionnaire

– Briefly explain the benefits of a pre–exercise Briefly explain the benefits of a pre–exercise health screeninghealth screening

– Administer an industry standard Administer an industry standard health health screeningscreening

– Review the Review the health screeninghealth screening questionnaire questionnaire – Explain the Explain the proceduresprocedures to be followed before to be followed before

commencing an exercise program when there are commencing an exercise program when there are health concerns to the health concerns to the clientclient

– Provide information on the exercise program the Provide information on the exercise program the client client has selected to themhas selected to them

– Book the Book the clientclient in for an in for an appointmentappointment with an with an instructor if an appraisal or program is requiredinstructor if an appraisal or program is required

– Report health concerns to a supervisor and/or Report health concerns to a supervisor and/or instructor, if requiredinstructor, if required

– ProcessProcess and/or file the and/or file the screeningscreening questionnaire questionnaire

What is Rapport?What is Rapport?

• Establish trust and understandingEstablish trust and understanding

• Encourage client to share more information Encourage client to share more information with youwith you

• Helps you to develop a program that is Helps you to develop a program that is appropriate for themappropriate for them

• Helps you accurately recommend services Helps you accurately recommend services that suit their needsthat suit their needs

How do we Build Rapport?How do we Build Rapport?

ConfidenceConfidence

Understand the Understand the principles of exercise principles of exercise programming & programming & prescriptionprescription

Be confident to share Be confident to share your knowledgeyour knowledge

Effective Effective CommunicationCommunication

ListeningListening

QuestioningQuestioning

Non-verbal skillsNon-verbal skills

Effective CommunicationEffective Communication

7%

38%

55%

Words

Tone

Body Language

Effective ListeningEffective Listening Open body languageOpen body language– lean forwardlean forward– don’t cross your arms or legsdon’t cross your arms or legs

Maintain eye contactMaintain eye contact– but don’t starebut don’t stare

Pause before replyingPause before replying Paraphrase their information back to Paraphrase their information back to them them– ‘ ‘you mentioned earlier…’you mentioned earlier…’

Effective QuestioningEffective Questioning

Build a rapport to break down barrierBuild a rapport to break down barrier

Acknowledge your clientAcknowledge your client

Accept your client no matter what Accept your client no matter what ethnicity, body shape, gender or ageethnicity, body shape, gender or age

Use words like what, when, how, whyUse words like what, when, how, why

Use closed questions that only require a Use closed questions that only require a yes or noyes or no

Maintain a client focusMaintain a client focus

Non – Verbal CommunicationNon – Verbal Communication Dress professionallyDress professionally Be on time to appointmentBe on time to appointment Have an open & relaxed postureHave an open & relaxed posture Always smileAlways smile When correcting technique don’t be afraid When correcting technique don’t be afraid to touch your clientto touch your client– HOWEVER, don’t touch soft body partsHOWEVER, don’t touch soft body parts– Be PROFESSIONALBe PROFESSIONAL

Always demonstrate perfect technique Always demonstrate perfect technique yourselfyourself

How do we Build Rapport with How do we Build Rapport with Different Personality Types?Different Personality Types?

Before we learn how to work Before we learn how to work effectively with different personality effectively with different personality

types…types…

WHICH PERSONALITY TYPE WHICH PERSONALITY TYPE

ARE YOU?ARE YOU?

Personality TypesPersonality TypesWhere do you fit in?Where do you fit in?

Task Oriented

People Oriented

IntrovertedExtroverted

IS

C D

Type D: Dominant DirectorType D: Dominant Director

High achiever, task oriented, High achiever, task oriented, competitive, assertive, self-confidentcompetitive, assertive, self-confident

Requires a challengeRequires a challenge

Not threatened by changeNot threatened by change

Is impatientIs impatient

May want to take controlMay want to take control

Type I: Interactive InnovatorType I: Interactive Innovator

Outgoing, optimistic, imaginative, Outgoing, optimistic, imaginative, enthusiastic, dramaticenthusiastic, dramatic

Requires fun, constant change, Requires fun, constant change, regular praising and more than one regular praising and more than one thing happening at a timething happening at a time

Hates routine, likes to get their own Hates routine, likes to get their own wayway

Very disorganised and lateVery disorganised and late

Type S: Steady RelatersType S: Steady Relaters

Kind, reliable, patient, relaxed, Kind, reliable, patient, relaxed, quiet, shyquiet, shy

Hates quick change, requires Hates quick change, requires security, loves being at homesecurity, loves being at home

Speaks softly and slowly, hates to Speaks softly and slowly, hates to stand out in a crowdstand out in a crowd

Great listeners, pessimistic, early for Great listeners, pessimistic, early for appointments, write listsappointments, write lists

Type C: Concise PerfectionistsType C: Concise Perfectionists

Slow, task oriented, follow rules, are exact Slow, task oriented, follow rules, are exact and accurateand accurate

Scientific, punctual, organised, critical, Scientific, punctual, organised, critical, introvertedintroverted

Usually need more personal space and Usually need more personal space and don’t like to be toucheddon’t like to be touched

Motivated by numbers and researchMotivated by numbers and research

Realistic rather than enthusiasticRealistic rather than enthusiastic

Won’t tolerate inconsistencies or mistakesWon’t tolerate inconsistencies or mistakes

Quick Question!Quick Question!

How would your communication How would your communication differ from each personality type?differ from each personality type?

– Type DType D– Type IType I– Type SType S– Type CType C

Fitness Instructor ProcessFitness Instructor Process

Initial appointmentInitial appointment

Health screening appointmentHealth screening appointment

Exercise program appointmentExercise program appointment

Exercise program reviewExercise program review

How to Make an Initial How to Make an Initial Appointment?Appointment?

Information Information gatheredgathered – Date, timeDate, time– Client’s name & Client’s name &

numbernumber– Purpose of Purpose of

appointmentappointment– Name of Name of

instructorinstructor

Information Information provided to clientprovided to client– Date, time of Date, time of

appointmentappointment– Instructors nameInstructors name– Directions to Directions to

facilityfacility

Goal of Initial Client ContactGoal of Initial Client Contact

Assess your clients needsAssess your clients needs

Assess your clients expectations of Assess your clients expectations of you & your facilityyou & your facility

Match your clients needs with you Match your clients needs with you and your facility’s servicesand your facility’s services

Questions to Answer During your Questions to Answer During your Initial AppointmentInitial Appointment

Does your client require;Does your client require;– a gym program, group exercise class timetable, a gym program, group exercise class timetable,

child care service?child care service?

How long can your client spend at the gym?How long can your client spend at the gym?– 1 hour, 20 minutes?1 hour, 20 minutes?

Does your client require a medical Does your client require a medical clearance from their GP?clearance from their GP?

How will these answers impact your decisions How will these answers impact your decisions as a fitness instructor?as a fitness instructor?

Health Screening QuestionnaireHealth Screening Questionnaire

Know what the Health Questionnaire Know what the Health Questionnaire is asking before you give it to your is asking before you give it to your clientclient

Health Screening AppointmentHealth Screening Appointment

Before you begin rebuild rapportBefore you begin rebuild rapport– Is your client comfortable?Is your client comfortable?– Introduce yourself & your roleIntroduce yourself & your role– Ask them about their recent health, work, Ask them about their recent health, work,

family etc.family etc.

Ascertain whether your client is;Ascertain whether your client is;– ActiveActive– InactiveInactive– Experienced with exerciseExperienced with exercise– InexperiencedInexperienced– ConfidentConfident– Self-consciousSelf-conscious

Health Screening Appointment cont.Health Screening Appointment cont.Does your client need a Does your client need a

medical clearance?medical clearance?

– High/low blood pressure?High/low blood pressure?– Asthma?Asthma?– Diabetes?Diabetes?

– HerniaHernia– Injury / chronic pain?Injury / chronic pain?

– Prescribed medications?Prescribed medications?

Talk to your supervisor if your client has a Talk to your supervisor if your client has a condition, injury or is taking medicationcondition, injury or is taking medication

Why do we need a Why do we need a Medical Clearance?Medical Clearance?

Need to be sure that exercise will be Need to be sure that exercise will be a benefit not a risk to their healtha benefit not a risk to their health

Their doctor knows their health & Their doctor knows their health & history more thoroughly than a history more thoroughly than a

health screening toolhealth screening tool

Exercise Program AppointmentExercise Program Appointment

Read over Health Screening Questionnaire with clientRead over Health Screening Questionnaire with client

Ascertain clients goals & needsAscertain clients goals & needs

Is there any factors limiting their ability to exercise?Is there any factors limiting their ability to exercise?

How much time can they commit to an exercise program?How much time can they commit to an exercise program?– Be realistic!Be realistic!

Are they new to exercise? Are they new to exercise?

Have they had an exercise program before?Have they had an exercise program before?– What exercises did they enjoy?What exercises did they enjoy?– What exercises did they not enjoy?What exercises did they not enjoy?

Managing a Client’s Injury or Health Managing a Client’s Injury or Health ConditionCondition

If your client has an injury or If your client has an injury or medical condition;medical condition;

– Ask their doctor / allied health Ask their doctor / allied health professional about;professional about;

DiagnosisDiagnosis

Any recommendationsAny recommendations

Any exercises they should not doAny exercises they should not do

When they need to be reviewed by their When they need to be reviewed by their doctor / allied health professionaldoctor / allied health professional

Match each Exercise to a Fitness Match each Exercise to a Fitness ComponentComponent

..\Competency Specific Resources\FITNESS COMPONENTS AND TESTING.pptx

Flexibility

Balance

Agility

Muscular Strength

Muscular Endurance

Body Composition

Speed

Aerobic Capacity

Power

When developing an exercise When developing an exercise program be sure to include;program be sure to include;

– FFrequency requency (number of reps & sets)(number of reps & sets)

– IIntensity ntensity (50%, 75%, 100% HR, effort)(50%, 75%, 100% HR, effort)

– TType ype (weights, cardio, core)(weights, cardio, core)

– TTime ime (length of each exercise & program)(length of each exercise & program)

Structure of an Exercise ProgramStructure of an Exercise Program

5 – 10 minute warm up5 – 10 minute warm up

minimum of 4, maximum of 12 exercisesminimum of 4, maximum of 12 exercises– alternate upper body & lower bodyalternate upper body & lower body

5 – 10 minute cool down5 – 10 minute cool down

stretching from head to toestretching from head to toe– hold each stretch for 20 – 30 secondshold each stretch for 20 – 30 seconds

Final Stages of Exercise ProgramFinal Stages of Exercise Program

Demonstrate each exerciseDemonstrate each exercise– Use perfect technique for them to copyUse perfect technique for them to copy

Write down each exercise – sets, Write down each exercise – sets, reps, weightreps, weight– Write safety hints & technique tips where Write safety hints & technique tips where

necessarynecessary

Correct any mistakes in their Correct any mistakes in their techniquetechnique– Don’t let their poor technique become a bad Don’t let their poor technique become a bad

habithabit

HOMEWORK TASK!!HOMEWORK TASK!!

Using the FITT Principles, develop an Using the FITT Principles, develop an exercise program for 2 of the exercise program for 2 of the following clients;following clients;

– young female who doesn’t enjoy young female who doesn’t enjoy exerciseexercise

– young male who wants to bulk upyoung male who wants to bulk up– middle aged man who is fit for his agemiddle aged man who is fit for his age– middle aged woman who is overweightmiddle aged woman who is overweight– mother of 3 young kidsmother of 3 young kids– grandfather who is over 65grandfather who is over 65

How to Maintain MotivationHow to Maintain Motivation How to specifically motivate each How to specifically motivate each personality type?personality type?

– Type IType I – make program fun & ensure – make program fun & ensure varietyvariety

– Type SType S – make them feel like they’re – make them feel like they’re helping you by exercisinghelping you by exercising

– Type CType C – use numbers of reps, time – use numbers of reps, time based exercisesbased exercises

– Type DType D – continue to challenge them – continue to challenge them

How to Maintain Motivation cont.How to Maintain Motivation cont...\Competency Specific Resources\STAGES OF CHANGE.pptx

Provide a program to mark offProvide a program to mark off

Text message or email them once a Text message or email them once a monthmonth

Exercise with a friendExercise with a friend

Participate in group exercise classesParticipate in group exercise classes

Make exercise a routineMake exercise a routine

Exercise Program ReviewExercise Program Review After 6 – 8 weeks be sure to contact your After 6 – 8 weeks be sure to contact your client for a program reviewclient for a program review

What exercises are now too easy? Boring? What exercises are now too easy? Boring? Too hard?Too hard?

Are they satisfied with their program?Are they satisfied with their program?

What exercises would they like to keep? What exercises would they like to keep? Change?Change?

Empower your client to help you design Empower your client to help you design their program their program great motivational tool great motivational tool