CLIENT ORIENTATION, INDUCTION AND SCREENING

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CLIENT ORIENTATION, INDUCTION AND SCREENING
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• SRFFIT003B
• Undertake client induction and screening
• SRFFIT001B
• PROVIDE ORIENTATION TO CLIENTS PRIOR TO
  UNDERTAKING A FITNESS PROGRAM

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1 Establish rapport with client

• Greet client in a friendly and courteous manner
• Establish the general service the client wishes
  to access is

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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

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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

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Deliver and process a basic health screening
questionnaire

• Briefly explain the benefits of a preexercise
  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

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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

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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

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Effective Communication
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Effective Listening

• Open body language
• lean forward
• dont cross your arms or legs
• Maintain eye contact
• but dont stare
• Pause before replying
• Paraphrase their information back to them
• you mentioned earlier

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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

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Non Verbal Communication

• Dress professionally
• Be on time to appointment
• Have an open relaxed posture
• Always smile
• When correcting technique dont be afraid to
  touch your client
• HOWEVER, dont touch soft body parts
• Be PROFESSIONAL
• Always demonstrate perfect technique yourself

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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?

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Personality Types

• Where do you fit in?

Task Oriented
D
C
Extroverted
Introverted
I
S
People Oriented
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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

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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

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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

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Type C Concise Perfectionists

• Slow, task oriented, follow rules, are exact and
  accurate
• Scientific, punctual, organised, critical,
  introverted
• Usually need more personal space and dont like
  to be touched
• Motivated by numbers and research
• Realistic rather than enthusiastic
• Wont tolerate inconsistencies or mistakes

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Quick Question!

• How would your communication differ from each
  personality type?
• Type D
• Type I
• Type S
• Type C

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Fitness Instructor Process

• Initial appointment
• Health screening appointment
• Exercise program appointment
• Exercise program review

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How to Make an Initial Appointment?

• Information gathered
• Date, time
• Clients name number
• Purpose of appointment
• Name of instructor

• Information provided to client
• Date, time of appointment
• Instructors name
• Directions to facility

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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
  facilitys services

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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?

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Health Screening Questionnaire

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

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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

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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

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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

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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?

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Managing a Clients 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

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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
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• 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)

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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

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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
• Dont let their poor technique become a bad habit

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HOMEWORK TASK!!

• Using the FITT Principles, develop an exercise
  program for 2 of the following clients
• young female who doesnt 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

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How to Maintain Motivation

• How to specifically motivate each personality
  type?
• Type I make program fun ensure variety
• Type S make them feel like theyre helping you
  by exercising
• Type C use numbers of reps, time based
  exercises
• Type D continue to challenge them

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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

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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