1.2 fitness screening-2

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Certificate IV in Fitness - CPT

1.2 Fitness screening

Certificate IV in Fitness CPT | Section 1.2: Fitness screening

Table of Contents

Provide Orientation and Health Screening ............................................................................ 2

Providing exceptional customer service ............................................................................. 2

Interpersonal Skills ......................................................................................................... 5

Policies and Procedures ................................................................................................ 7

Pre Activity Questionnaires (PAQs) ................................................................................... 8

Additional information post PAQ .................................................................................... 8


The NSW Fair Trading website (2012) outlines developing good relationships with

customers as essential to any successful business. This code of practice can be viewed

following this link:

http://www.fairtrading.nsw.gov.au/Consumers/Buying_services/Fitness/Fitness_industry_cod

e_of_practice.html

Good customer service is vital in the fitness industry as businesses rely on positive word of

mouth promotion. In todays competitive marketplace, if businesses do not provide a good

quality service they will not attract or retain customers. Unhappy customers can quickly

spread messages around networks in regards to experiencing bad customer service.

Testimonials and reviews of negative personal experience spread faster with the increased

use of social networking websites and email.

N

New South Wales Government, Fair Trading (2012) Fitness Industry, Code of Practice,

http://www.fairtrading.nsw.gov.au/Consumers/Buying_services/Fitness/Fitness_industry_code_of_practice.html

Throughout your career as a fitness instructor you will experience different clients seeking

different services. Depending on the clients individual goals, needs and motivation level, a

range of services may be required.

The Western Australian Fitness Industry code

of practice (2010) outlines a fitness service as:

an exercise screening

an individual exercise program

a group exercise program; or

the provision of fitness equipment at a

fitness center for use by clients

Government of Western Australia (2000), Fitness Industry: Guide to the code of practice. http://www.commerce.wa.gov.au/

Client services

Provide Orientation and Health Screening

Providing exceptional customer service


The Western Australian fitness industry code of practice (2010) outlines that a fitness

service does not include a service supplied by:

a doctor registered under the Medical Act 1894

a physiotherapist registered under the Physiotherapists Act 1950

a sporting club or organization for the playing of, or training for, a sport

an educational institution for exclusive use by staff or students

a person teaching someone to perform, or train for, martial arts, dancing or ballet.

A fitness service does not include:

the use of a spa bath, sauna bath, swimming pool or similar facility where no other

fitness service is supplied

a fitness service at a fitness center provided for the sole purpose of medical

rehabilitation

the hire of a court or other facility for the playing of sport

Government of Western Australia (2000), Fitness Industry: Guide to the code of practice. http://www.commerce.wa.gov.au/

Services

The following list provides example of services you may be able to offer your clients depending on the facility you are working out of.

personal assessments fitness appraisals indoor group training sessions nutritional guidance weight loss supervision Image: Mind & Body, 2011 yoga classes support and motivation sports specific conditioning rehabilitation monitoring cardiovascular conditioning strength training seniors fitness Image: BlogSpot, 2010 advice on home gym selection and use 16 week weight loss challenges educational seminars and sessions running groups Image: Rodriguez, V. 2010 outdoor boot camp sessions referrals to other professionals such as chiropractors and physiotherapists discounts to other businesses within your professional network


Benefits of services

Fitness Australia encourages businesses to register a membership with them. This

membership ensures gyms are providing clients with a good service as they are exercising

in a registered gym or fitness center. By registering businesses with Fitness Australia, gym

owners are showing their members they care about safety and well-being as well as

providing a quality service and meeting industry standards (Fitness Australia, 2012).

There are many different benefits

associated with providing quality service in

the fitness industry.

Many clients respond well to group-based

services where they receive motivation,

encouragement and support from other

members in the group while enjoying

social interaction. Clients services such as

educational seminars and sessions

provide benefit to clients by increasing

their knowledge, teaching them new skills

and developing their awareness of

nutrition and training options. A service such as a massage is great for a clients recovery

from strenuous training and a reward for their efforts.

There are many different benefits to providing clients with a range of services. On

completion of orientation and health screening personal trainers are able to determine which

services will assist clients to achieve their goals and remain motivated.

New South Wales fair trading (2012) offers useful tips when developing good relationships

and maintaining customers.

This information and can be found at:

http://www.fairtrading.nsw.gov.au/Businesses/Specific_industries_and_businesses/Fi

tness_services.html


Developing and maintaining good interpersonal skills are crucial when interacting with clients

and providing a high level of customer service. Interpersonal skills are often called people

skills and refer to how we communicate with others. Interpersonal skills include active

listening, non-verbal communication such as body language, tone of voice, open ended

questioning, minimal encouragers such as words like uh huh and mmm and nodding to

show your client you are engaged in the conversation.

It is important to use good interpersonal skills in person and over the phone by use of correct

telephone etiquette.

Some general tips to increase your skills of communication are to:

maintain eye contact during conversation

positive body language

do not interrupt your client,

be polite, honest and open.

As a personal trainer it is essential to ensure that you are well presented and the facility you

are working out of is clean and tidy at all times.

Good and bad communication

View the first video on poor communication. This highlights the negative effect that poor

communication can have on your client and gives you an example of how not to act when

performing an orientation and health screening session.

Note that the psychologist in this video is not displaying positive body language as she is

looking elsewhere, is generally distracted, and even answers her phone. She also speaks

negatively towards her client and belittles her problems. The therapist is a poor listener and

spends a lot of time talking unnecessarily rather than listening to her client.

http://www.youtube.com/watch?v=W1RY_72O_LQ&feature=related

Interpersonal Skills


The second video is an example of good communication and effective listening skills. Note

how the psychologist portrays very open body language to her client and gives her full

attention at all times. She does not interrupt and listens intently, relaying back to the client

what she has heard to demonstrate she has understood and is in fact listening.

When conducting an initial orientation and health screening with your client it is very

important to use the skills demonstrated in this example to show your client you are

interested in their health and well-being and genuinely want to help them reach their fitness

goals.

http://www.youtube.com/watch?v=bbk-p5YQoDY


Fitness Australia (2012), maintains a code of ethical practice which all registered fitness

centers abide by. This information can be found on the Fitness Australia website

http://www.fitness.org.au/198261.html

Within an organization there are many policies and procedures that need to be followed for

legal reasons, consistency, record keeping and maintaining a constant level of customer

service. An example of these are the use of standard forms such as a cancelation form for

a client wanting to cease training or a change of details request form to change a clients

postal address or phone number. A more official form is required such as a customer action

request form if the client is lodging a

formal complaint about a service.

Another example is the policy for

arranging client session times. This

may be a less formal policy. The

policy may be to ensure the time is

recorded in the computer, the client is

given a card with the time and date

and a text message is sent to confirm

the appointment the day before the

session.

It is important that you are aware of

the policies and procedures at the facility where you work.

Fitness Australia (2012), Code of Ethics, http://www.fitness.org.au/page.php?id=96

Welcoming a new client

It is important to ensure you provide future clients with

all the information they need to make their decisions

on training programs. By using good communication

skills building good rapport will encourage clients to

start training with you. You need to ensure you

understand the goals specific preferences in relation

to exercise. This will enable you to inform them of the

expected outcomes and benefits from your training

sessions with them.

Then the cost of you training sessions and any other fees such as gym membership need to

be addressed. Once the client agrees they wish to start training with you, you can discuss

your availability and scheduling of appointments. Finally, you need to ensure that the client

has been given an orientation of the fitness center to see the range of facilities and

equipment available for their use.

Policies and Procedures


It is essential that a PAQ is completed by any client before commencing an exercise

program. The PAQ asks questions of the client regarding their medical history and current

medical conditions, including any sings, symptoms or risk factors of cardiovascular,

pulmonary and metabolic diseases as well as other medical conditions such as pregnancy or

injury. Completing a PAQ will allow you to build rapport with your new client and develop a

relationship with them.

The information obtained from a PAQ enables you to identify clients who have medical

contraindications that require exclusion from an exercise program or need medical consent.

This is essential not only for the wellbeing of the client but also for insurance, legal and duty

of care purposes. Upon completion of a PAQ, you will know the health status of your client

and can then develop a safe and appropriate exercise program.

It is also important to ensure a policy has been developed and followed in relation to filing of

PAQs so that client records are kept and maintained in a confidential manner.

The Australian fitness industry (2012), and national physical activity stakeholder

organizations have in recent years highlighted the need for a consistent and effective

approach for pre-exercise screening. Fitness Australia, Exercise and Sports Science

Australia and Sports Medicine Australia have undertaken a joint project in developing an

Adult Pre-Exercise Screening System.

Follow the link to read about the Sports Medicine Australias Pre-exercise screening form

and a Fitness Australias Guide to Pre-Screening.

http://sma.org.au/wp-content/uploads/2009/05/new_pre_screening.pdf

http://www.fitness.org.au/visageimages/pre_exercise_screening_textbook_2012.pdf

Australian Government, Department of Health and Aging (2012), Sports Medicine Australia: Pre-exercise screening system

2005.

Fitness Australia (2012), Guide to Pre-Screening. http://www.fitness.org.au/page.php?id=6

On completion of a PAQ it may become evident that

your client has a metabolic, pulmonary, musculoskeletal

or neurological condition or has an injury or other

medical condition. If this is the case, you will need to

obtain more information to assist you in ensuring the

safety and correct prescription of exercise for your client.

Pre Activity Questionnaires (PAQs)

Additional information post PAQ


This can be details of the clients condition, when they experience symptoms and what

makes them feel better or worse. This is important to know how to prevent further

aggravation of the condition through exercise prescription.

You should also seek details of any medication that your client is taking. Make inquiries as to

how long your how long the client has been taking the medication, if there are any side

effects they experience and possibly how often and what time of day. Medications can often

affect heart rate responses and blood pressure so the client may not respond in the usual

way to exercise. This is imperative for you to know especially if prescribing cardiovascular

exercise by heart rate.

When a client presents with an injury you will need to make further enquiries to obtain more

information. Regarding when the injury occurred, the level of pain, immobility or disability

uses is needed, as well as any exercises or movements that will irritate the injury. The level

of pain and movement limitation will give you a guide as to whether to avoid use of the

injured area or commence gentle rehabilitation and strengthening exercises to improve the

condition

Whatever the nature of the medical condition, it is vital to gain as much information from your

client as possible to assist you in compiling a safe exercise program for your client. If there

are aspects of your clients condition that you do not fully understand, seek further advice of

an appropriate health professional.

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