Spa Naked

1. Spa Naked Em’bare-ass’ing Spa Moments Revealed, Concealed & Resolved Heather A. Lee, LCSW Full-On Health

2. Purpose • Discuss, explore and understand the most common, awkward and embarrassing spa experiences of both spa patrons and spa professionals. • Learn effective practices and strategies to reduce the incidence of embarrassment at the spa thus minimizing embarrassment as a barrier to spa-going. • Learn practical and effective communication skills & techniques to reduce client stress and promote relaxation. • Increase comfort and skill in effectively addressing awkward/embarrassing spa situations with spa staff & management

3. Process • Education and insights about behavioral psychology, embarrassment, stress and communication skills. • Discussion and exploration of spa culture and spa etiquette. • Therapeutic sharing of embarrassing spa moments. • Experiential group activities to promote skill building and communication.

4. Payoff • Increased awareness and understand of dynamics of embarrassment for self and client in the spa setting. • Enhanced skills for minimizing, addressing and managing awkward and embarrassing spa situations. • Increased skills and strategies for creating a spa culture and experience that promotes deep relaxation and client calm.

5. Perspective (Nudity is in the eye of the beholder) Practice (Practical skills and knowledge) Policy (Operationalizing and putting it in place)

6. A tale or two • ISPA 2002 & the Emperor’s new clothes. • “I can see your undies!” • Much to Grammies relief.

7. Embarrassment defined = • An unpleasant emotional state experienced upon having a socially unacceptable act or condition witnessed by or revealed to others. • Key: Socially unacceptable. How do we create, define communicate social norms for the spa culture?

8. Let’s Face it… Nudity, Strangers, Touch, Oils….the combination is a set up for awkward and embarrassing moments.

9. Who are you? • Catch it….. • Sing it……. • Tell us who you are……

10. Stress is physiological • The physiology of stress. • It’s negative impact on the spa experience and it’s benefits. • The importance of skillfully addressing stress through communication, culture and collateral.

11. Lessons learned: • Stress is physical. • Thoughts & perceptions create stress. • Cognitive suggestion influences an experience. • Your body can’t relax if your mind is occupied by stressful thoughts.

12. The importance of perspective, humor and self awareness • What embarrasses you and why? • How comfortable are you with nudity, touch? • What are our cultural norms? • What are the spa’s norms and how are they communicated? • What is the “tone” at the spa? Is it conducive to psycho/social/emotional calm?

13. Snowman embarrassment

14. Playing with Perspective Therapeutic use of humor. Q: What did the elephant say to the naked man? A: It's cute, but can you pick up peanuts with it?

15. Compare & Contrast Vichy vs. sponge bath Pleasant massage vs. pet massage

16. Playful Perspective Body wrap vs. Pig roast Hydro- massage vs. Crowd control

17. Pictures worth a thousand words Pedicure Vs Peticure Cupping Vs Spooning

18. Spa Bidet anyone ?

19. Lighten Up! See the humor & don’t take yourself too seriously. It’s all about enhancing health, wellness, relaxation and revitalization.

20. Now that’s embarrassing! Group Exercise #1 • Brainstorm situations/conditions that can illicit client and/or therapists embarrassment. • Two clear examples to share. • What contributed to the situation being embarrassing, awkward, stressful? • What was the outcome, resolution, result?

21. A Culture of Calm • How do you make clients feel at ease? • Relationship/rapport • Verbal & non-verbal communication • Intention & guidance for relaxation • Spa Setting/environment • Etiquette information & education • Staff trained in the art of creating a culture of calm.

22. Building Relationship/Creating Rapport Strategy #1 • Undivided attention • Direct eye contact • Reflective listening • Anticipation of needs • Use of clients name • Personalization of the experience: “It’s all about you”

23. Verbal & Non-verbal Communication Strategy #2 • Do your body and words match? Is your attention undivided? • Is your greeting and rapport warm and engaging? • Are you informing the client of how to maximize their visit and it’s benefits? • Are boundaries and expectations clear? • Directly address awkward & embarrassing situation with a client through active listening, win/win problem solving and adherence to standards.

24. Case Scenarios Group Exercise #2 • Read each case scenario. • Role play dialogue that might accompany each situation with attention to use of communication skills discussed. • Team members not involved in role play critique effectiveness of communication skills being used.

25. Intention & Conscious Relaxation Strategy #3 • Verbalize the “intention” of the treatment / visit. Invite the client to define their intention. • Cognitive suggestion= Explain the positive, restful, restorative health and wellness benefits and sensations they may experience. • Invite and instruct the client in the art of eliciting the relaxation response. *Activity

27. Purrrfectly Relaxed

28. Etiquette Info., education & collateral Strategy #4 • Pre-visit:On website, spa menu, in-room collateral, stated during appointment booking. • At Spa:Posted, verbally shared, on menu and collateral. • During appointment:Verbally shared, posted in room. What to wear, how to behave, how therapist should behave, expectations, rights, policies, procedures, goals, service standards…

29. Policy, Etiquette, Practice Standards Group Activity #3 • How does your spa communicate it’s spa etiquette to your clientele? (verbally, with collateral, visual aids) • What, if any, special services/guidance/education do you offer first time/inexperienced spa clients? • What are your policies/procedures for addressing “spa misconduct” (breach of spa etiquette) both internally and with clients? • How could you provide better customer service in the areas we have discussed today ?

30. Spa Setting & Environment Strategy #5 • Does it invite interaction or isolation? • Allow privacy but leave room for socializing. • Stiff or relaxed? • Inviting or intimidating? • Your space or “their” space? Introverts & extroverts. The over-stimulated vs. the under-stimulated

31. Success = Superior Service Customer service needs to address not only the clients physical needs but also their psycho/social/emotional needs.

32. Spa Calm The art of putting clients at ease by creating an environment and experience that promotes healthful relaxation.

33. Nakedis Natural

34. Remember…. • Build relationship & rapport. • Master verbal & non-verbal communication skills. • Invite, inspire & instruct clients in the intention of conscious relaxation. • Provide clear and accessible etiquette. • Tune into the “tone” of your spa “culture”.

35. We need your story for the highly anticipated book Spa Naked Em‘bare-ass’ing Spa Moments Revealed. A hysterical collection of true spa misadventures. Forthcoming Book Spa Naked Em’bare-ass’ing Spa Moments Revealed Now Accepting Submissions. Tell us your tale! A hysterical collection of true spa misadventures. Heather A. Lee,LCSW heather@fullonhealth.com www.fullonhealth.com