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