Chapter 3 STAGES of CLIENT TRAINER RELATIONSHIP
Action Stage/ Using Effective Modeling
A.Trainers must promote the notion that that physical fitness and regular exercise are important and worth the cost of time energy and finances. Trainers must model the healthy life style advice they are giving. B. When clients see trainers leading healthy lifestyle they believe they can do it too. C.Trainers can get clients to stick to a regular exercise routine by exposing clients to role models similar to themselves. Trainers can invite a friend,client,or colleague who is similar to themselves to workout while training client. D. Trainers should model healthy behaviors too. Especially the modeling of exercise for positive reasons ( feeling good, reduces stress, wonderful health improvements)as opposed to negative reasons such as weight loss etc where the underlying attitude is that the client is not good enough the way they are. E. People are likely to adopt an exercise habit if trainers model the idea that exercise improves the quality of life, and not just something painful one must do to lose weight.
Strategies for Effective Communication/difficult clients/empathy
A.Trainers should display their certifications and other credentials and mention their various training programs/continuing education opportunities they pursue or have completed. B. Trainers attempts to show empathy and to understand are shown through effective listening with an open, non-judgmental mind as they ask questions, try to paraphrase, reflect and summarize etc. C. Effectiveness of trainer is undermined when they become too personally involved. Empathy can be demonstrated without leaving one's role as a professional helping a client.
Stages
Action Planning Investigation Rapport
Investigation stage
At this stage good listening skills are essential and help trainer understand the client and elicit as much personal information as possible
Guidelines to working with different Personality styles
A personal Trainer should never assume that people should all be treated the same, or that what works foe one client always works for everyone. Identifying personality styles can help personal trainers understand how their clients communicate.
Rapport Stage
A relationship marked by mutual respect, understanding,and trust. Rapport stage begins with: 1.First Impressions: using verbal and non-verbal communication skills 2. Early foundations of trust and respect increase the likelihood that clients seeking long term personal training relationship will stay with trainer
Action Stage/ Behavior Contracts
A.Behavior contracts can be helpful to motivate clients. External rewards can be offered such as a t shirt an extra session etc. B.Process goal(complete 50 mile of walking )is better than product goals (lose 50 lbs.) C. Hopefully the client will develop more intrinsic motivation as they get furthe r along in there program.
Strategies for Effective Communication
A.Cultural competent (the ability to communicate and work effectively with people from different cultures)workers have the ability to recognize cultural differences and adapt communication styles accordingly. B.Trainers can acknowledge their own biases regarding people of different backgrounds. Biases might be ethnic,gender,age,socio-economic status, size,physical ability, and sexual orientation. C. Trainers can learn more about an unfamiliar demographic by reading, talking to others who have worked in that group. D. Once trainers have learned about their own biases and learned more about other groups they should not to form stereo types. C. Trainers should work to understand each client through effective listening and treating each with respect.
Action Stage/ Self Monitoring
Design a self monitoring system-a system for recording exercise sessions, including relevant data the client and trainer want to track and any sessions outside of fitness centers well. Self monitoring helps in two ways 1. Client self awareness 2. Enhance client-trainer communication Clients expect to be monitored and held accountable to trainer.
Planning Stage
Should be viewed as a give and take opportunity in terms of communication. Setting goals Generating and discussing alternatives Formulating a plan Evaluating an exercise plan
Rapport/Personality Styles
These can define an individual's characteristics, thoughts, attitudes, behaviors, and coping mechanisms
Investigation/Demonstrating Effective Listening
This kind of listening means listening closely and carefully to words and emotions. effective listening helps 1. clients to be understood 2. trainer gather information that will help and enhance program design. 3. client -trainer relationship
Guidelines for Collaborators
a. Build trust and confidence through personal support and concern. b. Move carefully into planning and action stages, informing clients that all possible options have been explored and risks minimized c. Avoid being impatient, forceful and pressing for rapid decisions, aloof or too formal, or disengaged.
Rapport/Style Characteristics
a. Deliberators: low sociability, low dominance b. Directors: low sociability,high dominance c. Collaborators: High sociability, low dominance d. Expressors: high sociability, high dominance
Guidelines for Directors
a. Minimize social aspects and desire to foster relationships b. Appeal to client's need for action and problem solving c. When planning, focus on facts, exploring solutions and possible outcomes d. Be clear, concise, and business-like, and results-and goal oriented e. Avoid being overly personal or casual, vague or too general, and careless with facts f. Avoid being too directive or forceful, as clients might become argumentative
Style Characteristics//Expressors
a. More affective(emotion), less cognitive(thinking) b. Strong communicators, highly motivational and persuasive, but impatient c.Overly ambitious, more risk driven, favor incentives and rewards e. Impulsive and lack discipline in completing projects f. Dominant, tell-oriented visionaries who thrive on excitement, challenge and creativity.
Guidelines for Expressors
a. Offer incentives and rewards b. Share client's visions and enthusiasm and show support for their goals by stressing the exciting facets of their visions c.Be stimulating and positive and provide adequate information; support ideas without overwhelming these clients with details, as they are not detail oriented. d. Try to appear supportive of client's ideas e. Stimulate client's thoughts and provoke ideas f. Avoid being directive, unyielding, inflexible or too structured, too restrained or conservative, and indecisive or wavering.
Style Characteristics/Directors
a.More Cognitive,less effective b.Action oriented, competitive, take charge, dominant personalities c.Resourceful and tell-oriented favoring teamwork where they can define problems, identify solutions d.Appear insensitive,impatient,direct, and unafraid to voice opinions e. Poor listeners,as they think ahead to problem solving f.Appear unapproachable, unyielding, inflexible and blunt g. Emotionally reserved, valuing time over relationships
Style Characteristics//Collaborators
a.More affective less cognitive b.Emotionally open,relationship oriented, favor relationships over results c. amiable, warm trusting and honest, sociable, easy going supportive, and non-dominant d. avoid unnecessary risks, slow to decide, non confrontational, and sometimes exploited e.Team and ask oriented, gather information to reach consensus over conflict
Style Characteristic/Deliberators
a.More cognitive , less effective b.Ask- oriented(collect info before making decisions) c. Methodical, favoring logic, objectivity, analysis, and accuracy d. Problem-solvers , working alone or in small groups e. Careful planner,interested in reducing risk of the unknown f.Appear rigid, formal and cautious g.Highly creative but thorough and detail oriented f. Emotionally reserved initially, opening up once strong relationships are forged g.appear distant(less trusting) and uninterested in social interaction
Guidelines for Deliberators
a.Supply information to support need for detail. b.Appeal to their need to be right, believing that the actors were clearly planned in detail. c.Establish credibility with research and supporting facts. d. Help secure client's decisions by illustrating successful outcomes. e. Provide consistent, accurate, follow ups f. Be well-prepared, detail oriented, and organized g. Avoid being too casual or informal, being vague, or too general, and relying on intuition.
Action Stage/ Individualized Teaching Techniques
Initially Using a combination of auditory, visual and kinesthetic techniques gives a client more information to enhance learning. Once a the trainer learns the clients learning style then that style should be emphasized.
Planning Stage/Using Motivational Interviewing
Motivational Interviewing: Refers to a method of speaking with people in a way that motivates them to change their behavior. It is designed to show supportive concern while challenging a client's current behavior and can also be used by personal trainers discussing physical activity with clients.
Action Stage/ Individualized TeachingTechniques/Motor learning
Motor skills will be taught more effectively if if the following is kept in mind: 1. Remind beginners it takes time and practice to improve skills. 2.Introduce new skills slowly and clearly: Explanations should be clear and short. Safety should be emphasized. Skills should be explained in terms of what the skill is accomplishing or why it is important. 3. Allow clients opportunity for focused practice: Once the client has "told and shown" the client is ready to do. The trainer should observe and provide helpful feedback.
Rapport/ First Impressions
NEGATIVE Experience: Trainers should avoid leaving the impression of rudeness, indifference,ineptitude, neglect, and even malpractice Clients should not : -be left waiting -working in poor environment -trainers should not appear bored,uninterested,uncaring,unclear in communication and leaves questions unanswered.
Incorporating Effective Communication&Teaching into Daily Communications
1. Trainers should periodically reinforce their Credentials letting clients know when they are taking continuing education. 2. Trainers should prepare for each training session by cultivating mindful focus. Review materials for upcoming clients and set goals etc. This allows trainer to listen effectively putting fresh energy into session. 3. Trainers should ask for feedback on their own performance Feedback forms could be used and are effective for trainer to evaluate his communication and teaching skills. 4. Electronic communication should be used judiciously. Clear directions should be given to each other about emails and texting. 5. Personal Trainers should try to make training fun when they can.
Stages of Learning/Application to Client.Fitts&Posner Model
1..Cognitive Stage: Clients trying to understand a new skill. Stage one of learning motor skills. 2.Associative stage: Clients begin to master the basics and are ready for more specific feedback that will help them to refine skill.Stage two of learning motor skills 3.Autonomous Stage: Clients are performing motor skills effectively and naturally. Stage three of learning motor skills
Investigation/Good Listening Skills
1.ENCOURAGE:use short phrases ie:"I see" "I know what you mean" 2.PARAPHRASING:Trainer can restate in a clear concise way the essence of what client has been saying. 3.QUESTIONING:Ask open ended questions. Should ask questions at the appropriate times to clarify points that is not understood or to move conversation in a more productive manner. 4.REFLECTING:Trainer can demonstrate understanding or seek clarification by trying to restate main points and feelings in client's statements.ie: "It sounds like..." Reflection should help to move conversation in a productive direction as well as show effective listening. 5.SUMMARIZING:At appropriate points in the conversation, the trainer should try to summarize key points.This not only demonstrates effective listening, but gives the trainer an opportunity to direct conversation that is wondering and to keep appointment on time.
Investigation Stage 3 parts
1.Gathering information 2. Demonstrating good listening 3. Responding to difficult disclosures
Planning stage/Formulating a plan
1.Personal trainers should incorporate material on effective exercise program design(chapters 5-12) when considering clients goals etc. 2.Once a plan is decided it should be written down including all information needed for client to get started. 3. trainer should take opportunity to prepare client with tips about facility etiquette etc to help client feel more at home.
Planning Stage/ Setting Goals/SMART Goals
Effective goals are called SMART Goals SPECIFIC: Goals must be clear stating specifically what should be accomplished MEASURABLE: Goals must be measurable so clients can see progress. ie: performing a given strength training workout two times a week or losing five pounds. ATTAINABLE: Goals should be realistically attainable by client. Achieving the goal reinforces commitment to the program and encourages continuation of exercising. Attaining goals is also a testimony to the trainers effectiveness. RELEVANT: Goals must be relevant to the particular interest and needs and abilities of the client. TIME-BOUND: Goals must contain estimated timelines for completion.
Planning stage/Evaluating Exercise Program
Evaluations of programs should happen regularly. Clients should be reassessed regularly to measure progress towards goals. Program should be evaluated in terms of adherence and challenge.
Action Stage/Providing feedback
Feedback should do the following: 1. Provide reinforcement for what was done well 2.Correct errors 3. Motivate clients to continue ie: "your breathing and timing were just right on the last four lifts. Remember to keep breathing even as the exercise starts to feel harder. You'\'ll find the work easier now that you are leaning to breath correctly. Feedback should be phrased positively"remeber to breathe rather than"Don't hold your breath.
Investigation/Gathering Information
Gathering Information Trainers should use the investigation stage not only to learn about client's current health&fitness but also likes and dislikes. a.Ask about past exercise experience to find out what has furthered or disrupted adherence. b.use lifestyle and health forms
Planning Stage/ Setting Goals/Long Term Adherence
How to set health goals: 1. Listen carefully to understand what clients hope to accomplish with an exercise program 2. Help them to define specific measurable goals 3.Suggest additional goals that clients may not have thought of, such as feeling more energetic and less stressed. 4. Break up large goals(reachable in six months or more) into small goals (reachable in 8 to 10 weeks) and even weekly goals(such as completing a number of sessions) 5.Include many process goals such as completion of exercise sessions.Simply completing 6. Record goals and set up a record keeping system to record workouts and track progress towards goals. 7.Be sure clients understand what type of exercise will help them reach their goals. 8.Reevaluate and revise goals and exercise recommendations periodically to prevent discouragement if large goals are not being met.
Planning stage/Setting goals /Generating and Discussing Alternatives
Once goals have been clarified the trainer and client are ready to generate and discuss alternative ways to to achieve goals. 1.Adherence is an unspoken ultimate goal. 2.Continuing with personal trainer an unspoken goal 3. Alter program for those that may have dropped out in past for program being too time consuming. Making the current program more modest. 4.If client is working with trainer for only a few sessions then program must be simple enough that client can do own their own. 5. Programs can be more complex w when the client is working long term. 6. client should be encouraged to take the lead in what is realistic in terms of commitment and scheduling.
Rapport/ First Impressions
POSITIVE Experience: -Trainers are characterized by caring, respect and professionalism. -Clients perceive concerns are taken seriously -They sense trainers are highly qualified,knowledgeable and helpful -Environment is usually clean and organized
Action Stage/ Individualized Teaching Techniques/Motor learning
Process of acquiring and improving motor skills.
Planning Stage/ Setting Goals/Fitness indicators
Trainer should err on conservative side of setting goals. Fitness indicators should be incorporated into SMART goals(pg 49) 1.Emotional Health:ie: improved mood 2.Resting Heart Rate ie:measure heart rate in morning or last thing at night. 3.Heart Rate during submaximal workload: ie:clients may experience a decrease in heart rate during exercise performed at a standard work load on a piece of equipment . The submaximal workload should be identical each time the client is tested. 4. Muscular strength and endurance ie:A clients gain is in terms of the amount of resistance used or a number of repetitions performed are easily measured. 5. Walking Test: Measuring fitness improvement with some sort of timed walking test usually yields positive results if walking is part of program. 6. Flexibility: 7. Balance 8.Skill Level 9. Medical indicators such as resting blood pressure, blood lipid levels, oe blood sugar levels 10.Body weight: 11. Body size 12.Body Composition
Planning Stage/ Setting Goals
Trainer should include process goals and product goals. PROCESS GOAL: Something a client does ie: walking two miles 3x a week PRODUCT GOAL: Something a client achieves ie: weight loss
Planning Stage/Using Motivational Interviewing/Monitoring
Trainer should monitor the clients responses. The trainer's job is to supportive of client but to challenge sedentary behavior.
Planning Stage/Using Motivational Interviewing/ Techniques
Trainers goal: create awareness in client that a sedentary lifestyle will likely cause health problems. Using direct questions the trainer can make clients realize that good health is important. Use the following techniques: 1. ASK PROBING QUESTIONS: ask open ended questions about their daily activities levels, health concerns and physical activity history. Trainer should move to questions that would help client conclude that good health is important and that physical activity is good for health. IE: if there is a history of health disease in the family the trainer can point that physical activity helps to prevent heart disease. 2. LISTEN EFFECTIVELY:The trainer should listen closely to clients answers. This will help with understanding why the client feels they are unable to exercise or feel the need to exercise. Listening like this shows respect for client. 3. PROVIDE EDUCATIONAL INFORMATION: Trainer should explain the dangers of a sedentary lifestyle and the benefits of activity. Handouts can be helpful. 4.KEEP THE CONVERSATION FRIENDLY:Trainer should avoid arguments etc. If client becomes angry then the topis should be changed to a more neutral discussion. 5.BUILD SELF CONFIDENCE: Help clients to identify areas of success no matter how small 6. ENCOURAGE CLIENTS TO GENERATE IDEAS: If clients are willing to make even the smallest of changes trainer should let them take the lead in generating ideas .
Planning stage/Setting Goals
Trainers should help clients define goals in specific and measurable terms beyond "lose some weight" or " tone muscles"
Investigation/Good Listening
Trainers should show that they are listening by: 1. maintaining appropriate eye 2. Proper body language 3.Taking notes as necessary 4. Responding to client by:encouraging, paraphrasing,questioning,reflecting, summarizing 5. Use limited amount of self disclosure
Investigation/Responding to Difficult Disclosures
Trainers sometimes hear information that is very sad : a.Short responses ie:"I am so sorry.." is all that is required. b. Let client take lead in continuing topic c. Client should be referred to someone else for medical or psychological issues
Action Stage/ Individualized Teaching Techniques
Understanding how people learn learn most effectively can help trainers provide sound instruction to diverse groups of people. Preferred Learning Style Indicators: 1. VISUAL LEARNERS: Watches intently ,Prefers reading may make statements such as"Oh I see" "let me see that again" Trainer should provide demonstrations for visual learner. 2. AUDITORY LEARNER: Listens carefully, Prefers hearing may make statements such as:"Yeah I hear you""Say that one more time" Trainer should providedQ&A 3.KINESTHETIC:Touches or holds, prefers to be spotted. May say: "I feel that""This does not feel right"Trainer should provide hands on supervision.
Rapport/Verbal and Non-verbal Communication
Verbal 1.speak clearly 2.use language easy to understand 3.enhance context with pics and demos Non verbal 1.voice quality:trainer should try to develop a voice that is firm and confident 2.eye contact: direct + friendly eye contact 3.hand gestures:use relax fluid hand gestures. When listening hands should be quiet 4.body position: open well balanced erect position. When sitting across from client lean slightly forward and keep arms uncrossed. 5.Facial expressions\: trainers should display concern,enjoyment,thoughtfulness etc.
