CLIENT ORIENTATION, INDUCTION AND SCREENING

1. CLIENT ORIENTATION, INDUCTION AND SCREENING

2. SRFFIT003B: • Undertake client induction and screening • SRFFIT001B • PROVIDE ORIENTATION TO CLIENTS PRIOR TO UNDERTAKING A FITNESS PROGRAM

3. 1 Establish rapport with client • Greet client in a friendly and courteous manner • Establish the general service the client wishes to access is

4. 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

5. 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

6. 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

7. 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

8. 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

9. Effective Communication

10. 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…’

11. 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

12. 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

13. 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?

14. Personality Types Where do you fit in? Task Oriented D C Extroverted Introverted I S People Oriented

15. 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

16. 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

17. 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

18. 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

19. Quick Question! • How would your communication differ from each personality type? • Type D • Type I • Type S • Type C

20. Fitness Instructor Process • Initial appointment • Health screening appointment • Exercise program appointment • Exercise program review

21. 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

22. 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

23. 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?

24. Health Screening Questionnaire • Know what the Health Questionnaire is asking before you give it to your client

25. 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; • Active • Inactive • Experienced with exercise • Inexperienced • Confident • Self-conscious

26. 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

27. 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

28. 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?

29. 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

30. Match each Exercise to a Fitness Component..\Competency Specific Resources\FITNESS COMPONENTS AND TESTING.pptx Power Body Composition Flexibility Muscular Strength Agility Aerobic Capacity Balance Muscular Endurance Speed

31. When developing an exercise program be sure to include; • Frequency (number of reps & sets) • Intensity (50%, 75%, 100% HR, effort) • Type (weights, cardio, core) • Time (length of each exercise & program)

32. 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

33. 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

34. 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

35. 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

36. 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

37. 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