Chienna CBLM

COMPETENCY BASED LEARNING MATERIALS
Sector : Health, Social and Other Community Development Services
Qualification Title : Hilot Wellness Massage NC II
Unit of Competency : Provide Pre-Service to Hilot Clients
Module Title : Providing Pre-Service to Hilot Clients
MORIONES TRAINING SCHOOL INC.

Cor.Bonifacio St. and Malvar St. Brgy. Market Site, Mogpog, Marinduque
Plan Training
Session
Name : ___________________________ Date: _____________________
Qualification : ____________________ Signature: ________________
Data Gathering Instrument for Trainee’s Characteristics

Please answer the following instrument according to the
characteristics described below. Encircle the letter of your choice that best
describes you as a learner. Blank spaces are provided for some data that
need your response.
Characteristics of learners
Language, Average grade in: Average grade in:

literacy and English Math
numeracy (LL&N)
a. 95 and above a. 95 and above
b. 90 to 94 b. 90 to 94
c. 85 to 89 c. 85 to 89
d. 80 to 84 d. 80 to 84
a. 75 to 79 e. 75 to 79
Cultural and Ethnicity/culture:

language a. Tagalog
background
b. Bisaya
c. Muslim
d. Odionganon
e. Buhid
f. Hanunuo
g. Others( please specify)_____________
Education & Highest Educational Attainment:

general a. High School Level
knowledge
b. High School Graduate
c. College Level
d. College Graduate
e. with units in Master’s degree
f. Masteral Graduate
Sex a. Male
b. Female
Age Your age: _____
Physical ability 1. Disabilities (if any) _____________________
2. Existing Health Conditions (Existing illness
if any)
a. None
b. Asthma
c. Heart disease
d. Anemia
e. Hypertension
f. Diabetes
g. Others(please specify) ___________________
Previous TM Certificates
experience with a. TQ certified
the topic b. TM graduate
c. TM trainer
d. TM lead trainer
Number of years as a competency trainer
______
Previous List down trainings related to TM

learning ___________________________
experience ___________________________
___________________________
National Certificates acquired and NC level
Training Level
completed ___________________________
___________________________
Special courses Other courses related to TM

a. Units in education
b. Master’s degree units in education
c. Others(please specify)
_________________________
Learning styles a. Visual - The visual learner takes mental

pictures of information given, so in order
for this kind of learner to retain
information, oral or written, presentations
of new information must contain diagrams
and drawings, preferably in color. The
visual learner can't concentrate with a lot
of activity around him and will focus better
and learn faster in a quiet study
environment.
b. Kinesthetic - described as the students in
the classroom, who have problems sitting
still and who often bounce their legs while
tapping their fingers on the desks. They are
often referred to as hyperactive students
with concentration issues.
c. Auditory- a learner who has the ability to

remember speeches and lectures in detail
but has a hard time with written text.
Having to read long texts is pointless and
will not be retained by the auditory learner
unless it is read aloud.
d. Activist - Learns by having a go
e. Reflector - Learns most from activities
where they can watch, listen and then
review what has happened.
f. Theorist - Learns most when ideas are
linked to existing theories and concepts.
g. Pragmatist - Learns most from learning
activities that are directly relevant to their
situation.
Other needs a. Financially challenged
b. Working student
c. Solo parent
d. Others(please specify)
___________________________
FORM 1.1 SELF-ASSESSMENT CHECK
INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary

data or information which is essential in planning training
sessions. Please check the appropriate box of your answer
to the questions below.
CORE COMPETENCIES
CAN I…? YES NO
1. PLAN THE HILOT WELLNESS PROGRAM OF CLIENT/S
1.1 Identify vital information of the client
1.2 Explain hilot
1.3 Explain the hilot wellness services and products
1.4 Confirm hilot wellness program
2. PROVIDE PRE-SERVICE TO CLIENTS
2.1 Schedule clients
2.2 Conduct preliminary services to clients’
3. APPLY HILOT WELLNESS MASSAGE TECHNIQUES
3.1 Prepare client for hilot
3.2 Perform self-assessment for hilot wellness
session
3.3 Perform hilot wellness techniques
4. ROVIDE POST-ADVICE AND POST-SERVICES TO CLIENTS
4.1 Perform aftercare service
4.2 Perform aftercare service
4.3 Identify and explain the products
4.4 Enumerate and explain other services
Note: In making the Self-Check for your Qualification, all required competencies
should be specified. It is therefore required of a Trainer to be well- versed
of the CBC or TR of the program qualification he is teaching.
Evidences/Proof of Current Competencies
Form 1.2: Evidence of Current Competencies acquired related to

Job/Occupation
Current
Proof/Evidence Means of validating
competencies
Plan the hilot Certificate of Certificate of number,
wellness program Achievement valid, seal and date
of client/s
Provide Pre-
service to clients
Apply hilot Certificate of Certificate of number,
wellness massage Achievement valid, seal and date
techniques
Provide Post- Certificate of Certificate of number,
advice and post- Achievement valid, seal and date
services to clients
Identifying Training Gaps
From the accomplished Self-Assessment Check (Form 1.1) and the

evidences of current competencies (Form 1.2), the Trainer will be able to
identify what the training needs of the prospective trainee are.
Form 1.3 Summary of Current Competencies Versus Required

Competencies
Required Units of Current Training

Competency/Learning Competencies Gaps/Requirements
Outcomes based on CBC
1. PLAN THE HILOT WELLNESS PROGRAM OF CLIENT

1.1 Identify vital 1.1 Identify vital
information of the client information
of the client
1.2 Explain hilot 1.2 Explain hilot
1.3 Explain the hilot 1.3 Explain the
wellness services and hilot wellness
products services and
products
1.4 Confirm hilot wellness 1.4 Confirm hilot
program wellness program
Required Units of Current Training
Competency/Learning Competencies Gaps/Requirements
Outcomes based on CBC
2. PROVIDE PRE-SERVICE TO CLIENTS
2.1 Schedule clients 2.1 Scheduling
clients
2.2 Conduct preliminary 2.2 Conducting
services to clients preliminary services
to clients
3. APPLY HILOT WELLNESS MASSAGE TECHNIQUES
3.1 Prepare client for hilot 3.1 Prepare for
wellness techniques hilot wellness
techniques
3.2Perform self- 3.2 Perform self-
assessment for hilot assessment for
wellness session hilot wellness
session
3.3 Perform hilot wellness 3.3 Perform hilot
techniques wellness
techniques
4. PROVIDE POST-ADVICE AND POST-SERVICES TO CLIENTS
4.1 Perform aftercare 4.1 Perform
service aftercare service
4.2 Identify and explain 4.2 Identify and
the products explain the
products
4.3 Enumerate and 4.3 Enumerate and
explain other services explain other
services
Using Form No.1.4, convert the Training Gaps into a Training Needs/
Requirements. Refer to the CBC in identifying the Module Title or Unit of
Competency of the training needs identified.
Form No. 1.4: Training Needs
Training Needs Module Title/Module Duratio

of Instruction n
(Learning Outcomes)
2.1 Schedule clients 2.1Scheduling clients 2 hours
2.2 Conduct preliminary services 2.2 Conducting 2 hours
to clients preliminary
services to clients
Total Duration : 4 hours
TECHNICAL EDUCATION AND SKILLS DEVELOPMENT AUTHORITY
SESSION PLAN

Unit of Competency : Provide Preliminary Services to Clients
Nominal Duration : 4 hours
Module Title : Providing Preliminary Services to Clients
Learning Outcomes:
Upon completion of this module, the trainee/student must be able to:
LO1 Schedule Clients
LO2 Conduct Preliminary Services to Clients
A. INTRODUCTION
This module covers the knowledge, skills and attitude required to provide preliminary services to hilot wellness
clients, including scheduling/ preparing clients appointments and conducting preliminary services.
Document No.
Hilot Wellness Massage NC Provide Preliminary Services to client Issued by:
II
Prepared by: 1 of 5
MTSI
Revision # 01
B. LEARNING ACTIVITIES
LO 1: Schedule Clients
Resource
Learning Content Methods Presentation Practice Feedback Time
s
 Communicatio  Lecture/ Listen Carefully to Participate in Evaluation of the CBLM 10
n Skills Discussion your trainer Discussion Answer Reference min.
 Individualize Read Information Answer Self- Determine the CBLM 10
d Study Sheet No. 2.1-1 Check No. 2.1- correct answers Reference min.
1 with answer key
2.1-1
 Telephone  Lecture/ Listen Carefully to Participate in Evaluation of the CBLM 10
Etiquette Discussion your trainer Discussion Answer Reference min.
2 with answer key
2.1-2
 Role Play Role Playing on Perform Task Relate your CBLM 20
Telephone Sheet No 2.1-2 performance to Reference min.
Conversation the Learning
content
 Listening  Lecture/ Listen Carefully to Participate in Evaluation of the CBLM 10
Skills Discussion your trainer Discussion Answer Reference min.
3 with answer key
Document No.
II
Prepared by: 2 of 5
MTSI
Revision # 01
2.1-3
 Lecture/ Listen Carefully to Participate in Evaluation of the CBLM 10
 Non- verbal Discussion your trainer Discussion Answer Reference min.
Communicatio
n
4 with answer key
2.1-4
 Preparation of  Lecture/ Listen Carefully to Participate in Evaluation of the CBLM 10
Appointment Discussion your trainer Discussion Answer Reference min.
Schedule
5 with answer key
2.1-5
 Film View Video on Perform Job Relate your CBLM, 20
Viewing Scheduling clients Sheet 2.1-5 performance to Computer min.
the Learning Projector
content
LO 2: Conduct Preliminary Services to Clients
Learning Methods Presentation Practice Feedback Resource Time
Content s
 Effective  Lecture/ Listen Carefully Participate in Evaluation of the CBLM 10 min.
Customer Discussion to your trainer Discussion Answer Reference
Services
 Individualized Read Answer Self- Determine the CBLM 10 min.
Document No.
II
Prepared by: 3 of 5
MTSI
Revision # 01
Study Information Check No. 2.2- correct answers Reference
Sheet No. 2.2-1 1 with answer key
2.2-1
 Record  Lecture/ Listen Carefully Participate in Evaluation of the CBLM 10 min.
Keeping Discussion to your trainer Discussion Answer Reference
2.2-2
 Demonstratio The trainer will Perform Check CBLM 15 min.
n demonstrate on Operation Performance using Manuals
How to Operate Sheet No. 2.2- Performance Reference
a Computer 2 Criteria Checklist Computer
2.2-2
The trainer will Perform Job Check CBLM 15 min.
demonstrate Sheet 2.2-2 Performance using Manuals
How Keeping the Performance Reference
Clients Record Criteria Checklist Computer
2.2-2
 Receiving and  Lecture/ Listen Carefully Participate in Evaluation of the CBLM 10 min.
Preparing the Discussion to your trainer Discussion Answer Reference
client or guest
2.2-3
 Film Viewing View video on Perform Job Relate your CBLM, 10 min.
Document No.
II
Prepared by: 4 of 5
MTSI
Revision # 01
“How to take Sheet 2.2-3 performance to Computer
Vital Signs of the the Learning Projector
Client” content
 Hilot Wellness  Lecture/ Listen Carefully Participate in Evaluation of the CBLM 10 min.
Products, Discussion to your trainer Discussion Answer Reference
Services and
Programs
2.2-4
C. ASSESSMENT PLAN
 Written Test
 Performance Test
D. TEACHER’S SELF-REFLECTION OF THE SESSION

The trainee learned how to conduct preliminary services to client according to Qualification Standard. The trainee developed
positive work values, enhanced the use of multimedia, equipment or materials and technology presentation.
Prepared by: Approved by:
Document No.
II
Prepared by: 5 of 5
MTSI
Revision # 01
COMPETENCY BASED LEARNING MATERIALS
Unit of Competency : Provide Pre-Service to Hilot Clients

Module Title : Providing Pre-Service to Hilot Clients

Provide Preliminary Document No.

CBLM in Hilot Services to Client
Wellness Issued by: 1 of 39
Massage NC II Prepared by:
MTSI
Revision # 01
HOW TO USE THIS COMPETENCY-BASED LEARNING MATERIAL
Welcome to the module in Hilot Wellness Massage NC II. This module

contains training materials and activities for you to complete.
The unit of competency “Provide Pre-Service to Hilot Clients”
contains knowledge, skills and attitudes required for a training course. It is
one of the specialized modules in Hilot Wellness Massage NC II.
You are required to go through a series of learning activities in order
to complete each learning outcome of the module. In each learning outcome,
there are Information Sheets and other resources (reference materials for
further reading to help you better understand the required activities). Follow
the activities on your own and answer the self-check at the end of each
learning outcome. You may use a blank answer sheet at the end of each
module (or get one from your facilitator/trainer) to write your answers for
each self-check. If you have questions, don’t hesitate to ask your facilitator
for assistance.
Recognition of Prior Learning (RPL)

You may already have some or most of the knowledge and skills
covered in this learner’s guide because you have:
 Been working for some time
 Already completed training in this area.
If you can demonstrate to your trainer that you are competent in a
particular skill/s, talk to him/her about having them formally recognize so
you don’t have to do the same training again. If you have a qualification or
Certificate of Competency form various training, show it to your trainer. If
the skills you acquired are still current and relevant to the unit/s of
competency they may become part of the evidence you can present in RPL. If
you are not sure about currency of your skills, discuss it with your trainer.
This module was prepared to help you achieve the required
competency in “Providing Pre-Service to Hilot Clients”. This will be the
source of information for you to independently acquire knowledge and skills
in this particular trade, with minimum supervision or help from your
instructor.

MTSI
Revision # 01
PARTS OF A COMPETENCY-BASED LEARNING MATERIAL
References/Further Reading
Performance Criteria Checklist

Operation/Task/Job Sheet
Self Check Answer Key
Self Check
Information Sheet
Learning Experiences
Learning Outcome Summary
Module
Module Content
Content
Module
List of Competencies
Content
Module Content
Module Content
Front Page
In our efforts to standardize CBLM,
the above parts are recommended for
use in Competency Based Training
(CBT) in Technical Education and
Skills Development Authority (TESDA)
Technology Institutions. The next
sections will show you the
components and features of each part.

MTSI
Revision # 01
Qualification Title: Hilot Wellness Massage NC II
COMPETENCY-BASED LEARNING MATERIALS
List of Competencies
No. Unit of Competency Module Title Code
Plan the Hilot Planning the Hilot

HCS222301
1. Wellness Massage Wellness Massage
Program of the clients Program of the clients
Provide Preliminary Providing Preliminary

HCS222302
2.
services to clients services to clients
Apply Hilot Wellness Applying Hilot Wellness

HCS222303
3.
Massage Techniques Massage Techniques
Provide Post Advice Providing Post Advice

HCS222304
4. and Post Services to and Post Services to
Hilot Clients Hilot Clients

MTSI
Revision # 01
MODULE CONTENT
UNIT OF COMPETENCY: Provide Preliminary Services to Clients
MODULE TITLE: Providing Preliminary Services to Clients
MODULE DESCRIPTOR: This module covers the knowledge, skills and

attitudes required to provide preliminary
services to hilot wellness clients, including
scheduling/ preparing clients appointments
and conducting preliminary services.
NOMINAL DURATION: 4 Hours
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
1. Schedule clients
2. Conduct preliminary service to clients
ASSESSMENT CRITERIA:
1. Clients’ appointments are properly scheduled based on appropriate
communication processes.
2. Appointments are prepared according to length of time, services
required, and availability of staff and rooms.
3. Clients’ are received following workplace policies and procedures.
4. Clients’ information is gathered based on record and documents
available.
5. Client customer service needs and requests are addressed according
to workplace policies and procedures.
6. Clients’ are provided with specific information and direction regarding
the pre-service procedure.
7. Client with special need/ requirement are identified, referred or
redirected appropriately
8. Opportunities to deliver additional levels of hilot wellness service
beyond the clients’ immediate request are recognized and acted upon.

MTSI
Revision # 01
9. Regular customer is encouraged by promotion of other appropriate
hilot wellness services and product according to workplace policies
and procedures

MTSI
Revision # 01
LEARNING OUTCOME NO. 2
LO Title: Conduct Preliminary Services to Clients
Contents:
1. Effective Customer Services

2. Record Keeping
3. Receive and Preparing Client
4. Hilot wellness products, services and programs
Assessment Criteria
1. Clients’ are receive following workplace policies and procedures.

2. Clients’ information is gathered based on record and documents
available.
3. Client customer service needs and request are addressed according to
workplace policies and procedures.
4. Clients are provided with specific information and direction regarding
the pre-service procedure.
5. Client with special need/ requirement are identified, referred or
redirected appropriately.
6. Opportunities to deliver additional levels of hilot wellness services
beyond the client’s immediate request are recognized and acted upon.
7. Regular customer is encouraged by promotion of other appropriate
hilot wellness services and products according to workplace policies
and procedures.
Conditions
The participants will have access to:
1. Learning Tools/Equipment and materials

2. Manuals
3. Charts
4. Handouts
5. References
6. Sample forms/Documents
7. Writing materials
MTSI
Revision # 01
8. IT related and instructional video materials - optional
Assessment Method:
1. Interview/oral
2. Written
3. Demonstration

MTSI
Revision # 01
Learning Experiences
Learning Outcome 2
LO TITLE: Preliminary services to client
Learning Activities Special Instruction

Read Information Sheet No. 2.2- Read the information sheet. After
1 “Effective Customer Service” that encourage the learner to answer
the self-check.
Answer Self-Check 2.2-1 Determine the correct answers with
“Effective Customer Service” the answer key 2.2-1 “Effective
Customer Service”
2 “Record Keeping” that encourage the learner to answer
the self-check.
“Record Keeping” the answer key 2.2-2 “Record
Keeping”
Perform Operation Sheet 2.2-2 Check Performance using
“How to Operate a computer” Performance Criteria Checklist 2.2-2
“How to Operate a computer”
Perform Job Sheet 2.2-2 Check Performance using
“Keeping the Clients record” Performance Criteria Checklist 2.2-2
2 “Keeping the Clients record”
3 “Receiving and Preparing the that encourage the learner to answer
Client or Guest” the self-check.
“Receiving and Preparing the the answer key 2.2-3 “Receiving and
Client or Guest” Preparing the Client or Guest”
Perform Job Sheet 2.2-3 Check Performance using
“Getting Vital Signs of the client” Performance Criteria Checklist 2.2-3
“Getting Vital Signs of the client”
4 “Hilot Wellness Products, that encourage the learner to answer
services and Programs.” the self-check.
Answer Self-Check 2.2-4 “Hilot Determine the correct answers with
Wellness Products, services and the answer key 2.2-4 “Hilot Wellness
Programs.” Products, services and Programs.”

MTSI
Revision # 01
Information Sheet No. 2.2-1
“EFFECTIVE CUSTOMER SERVICE”
Learning Objectives:
After reading this INFORMATION SHEET, YOU MUST be able to:
1. Learn to communicate effectively with customers.
2. Recognize a positive impression.
3. Apply good customer service.
INTRODUCTION
Customer Service
Customer service means going
above and beyond to keep the
customer happy, whether that means
answering any questions they have
and resolving issues with a positive
attitude. Customer satisfaction is the
top priority, and hopefully creating
loyal, returning customers. Customer
service is an extremely important part
of maintaining ongoing client
relationships. A relationship that individual customer feels that he/she
would like to pursue. Customer service is the act of taking care of the
customer’s needs by providing and delivering professional, helpful, high
quality service and assistance before, during and after the customer’s
requirements are met.
Good customer service is treating customers with a friendly, helpful
attitude. Your attitude is a major factor with every encounter you have. Do
the customers feel that you care for their need, or do they feel like they are
bothering you? Are you respectful, kind and make them feel important in
your dealings with them.
Characteristics of Good Customer Service

Customer service is meeting the needs and desires of any customer.
Some characteristics of good customer service include:
 Promptness: Promises for delivery of products must be on time.
Delays and cancellations of products should be avoided.

MTSI
Revision # 01
 Politeness: Politeness is almost a lost art. Saying ‘hello, ‘good
afternoon, ‘sir, and ‘thank you very much’ are a part of good customer
service. For any business, using good manners is appropriate whether
the customer makes a purchase or not.
 Professionalism: All customers should be treated professionally,
which means the use of competence or skill expected of the
professional. Professionalism shows the customer they’re cared for.
Attributes of Successful Customer Service Representative
Customer service representatives must be accessible, knowledgeable
and courteous. They require excellent listening skills and a willingness to
compromise to reach a resolution can be very beneficial in fostering those
skills. Strong speaking skills are another important attribute of a successful
customer service representative.
Types of Customer Service Skills

 Empathy: Perhaps the most important customer service skill is sense
of empathy and altruism. He/she must respond instinctively to
customer issues with warmth and care.
 Enthusiasm: This person must express enthusiasm in person and in
writing. This is the second most important customer service skill.
 Curiosity: You must have a healthy sense of curiosity and be willing
to try new things. Communities and their enabling technologies are
constantly evolving, and this person needs to stay on the cutting edge
of new tools and tactics.
 Diplomatic: This person must be diplomatic writer and
communicator who can share tough news (such as a product delay)
with grace and clarity.
What is a customer?
Customers are people who need your assistance. They are not
interruption to your job, they are the reason you have a job. A customer is
not dependent on us’ we are dependent on him. We are not doing a favor by
serving him, he is doing us a favor by giving us the opportunity to do so. A
customer is not someone to argue or match wits with. Nobody ever won an
argument with a customer. A customer is a person who brings us his wants,
It is our job to handle them profitably to him and to ourselves.

MTSI
Revision # 01
Types of customers and how to handle them
Knowing your customers is the key to good customer service
interactions. Here are the different types of customers and tips on how to
deal with them.
 The Suspicious Customer: Establish your credibility, Ensure you
know your product or service. they will try and catch you out so don’t
guess or tell them something you’re not sure of. Be careful what you
say, be polite, don’t take it personally, they don’t trust anyone.
 The Indecisive Customer: Find out what they really want, ask them
for the options and reflect back to them what they’ve said. Assume
control gently and point out the best course of action from what
they’ve told you they need.
 The Angry Customer: Listen carefully without interrupting so you
understand the problem. Stay calm and remain polite. Don’t take it
personally, be defensive or blame others.
 The Talkative Customer: Ask closed question, limit the time
available for them to interrupt (don’t have long pause). Provide
minimal response, smile and be pleasant, but don’t encourage them.

MTSI
Revision # 01
Self-Check 2.2-1
MULTIPLE CHOICE: Read and analyze the statement carefully.

Choose the letter of the correct answer. Write
your answer on the space provided.
_______1. Which of the following is best describe as the act of taking care of
the customer’s needs by providing and delivering professional, helpful, high
a. Customer satisfaction c. Customer service
b. Customer relationships d. Customer needs
_______2. It is the top priority, and hopefully creating loyal, returning
customers.
a. Customer needs c. Customer satisfaction
b. Customer relationships d. Customer service
_______3. Among the characteristics of Good Customer Service which of
these have use of competence or skill expected of the professional. And all
customers should be treated professionally.
a. Politeness c. Promptness
b. Professionalism d. Personalization
_______4. It is a person who brings us his wants, and It is also our job to
handle them profitably to him and to ourselves.
a. Customer c. Manager
b. Security Guard d. Cashier
_______5. Which of the following types of Customer Service Skills is the most
important customer service skill, and he/she must respond instinctively to
customer issues with warmth and care.
a. Curiosity c. Enthusiasm
b. Diplomatic d. Empathy
_______6. Types of customers that you must establish your credibility,
ensure you know your product or service, and be careful what you say, be
polite, don’t take it personally, because they don’t trust anyone.
a. The angry customer c. The suspicious customer
b. The talkative customer d. The Indecisive customer

MTSI
Revision # 01
ANSWER KEY 2.2-1
1. C.
2. C.
3. B.
4. A.
5. D.
6. C.

MTSI
Revision # 01
“RECORD KEEPING"
1. Understand the importance of record keeping.
2. Recognize the difference between the electronic and manual record
keeping.
3. Determine the advantage and disadvantage of electronic and manual
record keeping.
INTRODUCTION
Record Keeping
Is an important component of competent
professional practice and essential to the delivery of
quality evidence-based health care’. It creates and
maintains health records that serve the best
interests of clients, and that contribute to the safety
and continuity of their health care.
Record Keeping System

Is the systematic procedure by which the records of an organization
are created, captured, maintained, and disposed of. This system also
ensures their preservation for evidential purposes, accurate and efficient
updating, timely availability, and control of access to the them only by
authorized personnel
Principle of Record Keeping

The overall principle of record keeping, whether you are writing by
hand or making entries to electronic systems, can be summed up by saying
that anything you write or enter must be honest, accurate and non-offensive
and must not breach patient confidentiality.

MTSI
Revision # 01
I. Electronic Record Keeping
Is a computer program or set of programs

designed to talk and store records’. The software
can be used to manage the creation and
maintenance of records within classification
schemes, apply retention and disposal schedules,
and control access and use. Medical records are
used to document patient care and for financial,
legal, research and quality- improvement purposes. There are many other
advantages to using electronic record keeping, as listed below.
Advantages of Electronic Records
 Better quality of care and patient safety.
 Cost savings and fewer workplace inefficiencies.
 Increased storage capabilities.
 Records accessible to many people at remote sites at the same time.
 Information retrieval is almost immediate.
 Record is continuously updated.
 Record can automatically provide medical alerts and reminders.
 Customized views of information for specialists.
 Less charting time and fewer charting errors.
 More accurate billing information.
Disadvantage of Electronic Records
 High startup cost.
 Substantial learning curve.
 Confidentiality and security issues.
 Lack of standardized terminology, system architecture, and indexing.
II. Manual Record Keeping
Some business owners may want to use a

simple, paper-based record keeping system.
There are certain advantages to using manual
record keeping, as listed below

MTSI
Revision # 01
Advantages of Manual Records
 Less expensive to set up.
 Correcting entries may be easier with manual systems, as opposed to
computerized ones that can leave complicated audit trails.
 The risk of corrupted data is much less.
 Data loss is less of a risk, particularly if records are stored in a fire-
proof environment.
 Problems with duplicate copies of the same records are generally
avoided.
 The process is simplified as you don’t need to be familiar with how
accounting software calculates and treats your information.
Disadvantages of Manual Records
 It is much time consuming.
 Often the books are lost and librarian is not aware of this.
 No proper records for the workers, members and books
transaction.
 If manual record book is lost data will be completely lost.
 Many times duplication occurs as workers are find it hard to keep
track in the bundles of registers.
 Data is stored in filling cabinets and can get in the wrong hands
and can be used against the company.
 Data is not always reliable as it is hand written and some human
errors might have occurred example wrong telephone number ECT.
 Retrieval of data is very slow as it has to be searched it has to be
searched in lots of registers and this waste lots of time.
 Mostly data is kept on registers and there are stored in filling
cabinets and this consumes a lot of space.

MTSI
Revision # 01
Self-Check 2.2-2
TRUE OR FALSE
Direction: Read the following statement carefully. Write the
word TRUE if the statement is correct, and FALSE if the
statement is wrong.
1. In record keeping, it is good to creates and maintains health records that

serve the best interests of clients, and that contribute to the safety and
continuity of their health care.
2. It is advisable that an organization are not created, captured, maintained,

and disposed of. This system also ensures there is no preservation for
evidential purposes, inaccurate and inefficient updating, timely availability,
and control of access to the them only by not authorized personnel.
3. From the principle of record keeping, you are required writing by hand or
making entries to electronic systems, can be summed up by saying that
anything you write or enter must be honest, accurate and non-offensive and
must not breach patient confidentiality.
4. Advantages of electronic records includes high startup cost, substantial

learning curve, confidentiality and security issues.
5. There are certain advantages to using manual record keeping includes

less expensive to set up, correcting entries may be easier with manual
systems, as opposed to computerized ones that can leave complicated audit
trails. and the risk of corrupted data is much less.
6. Data is not always reliable from the advantages of manual record. And
also it is hand written and some human errors might have occurred example
wrong telephone number ECT.
7. According to electronic record keeping, A computer program or set of

programs designed to talk and store records.

MTSI
Revision # 01
ANSWER KEY 2.2-2
TRUE OR FALSE
1. True
2. False
3. True
4. False
5. False
6. False
7. True

MTSI
Revision # 01
TASK SHEET 2.2-2
Title: How to Use Electronic Keeper
Performance Objective: Given the important equipment you

should be able to record the following files of the
client’s through electronic keeper.
Supplies/Materials : Client’s form
Equipment : Computer or laptop
Steps/Procedure:
1. Turn on a computer or laptop.
2. Open the files of electronic keeper.
3. Encode the client’s information files.
4. Save the information files of the client.
5. Before closing the files, check it if you save it properly.
6. Go to start window then click shutdown.
Assessment Method: Demonstration, Oral and written

MTSI
Revision # 01
Performance Criteria Checklist 2.2-2
CRITERIA
YES NO
Did you….
1. Turn on the computer properly.
2. Encode the client’s information files successfully.
3. Check the save files.
4. Turn off the computer or laptop.
5. Unplug the power cord.

MTSI
Revision # 01
JOB SHEET 2.2-2
Title: Keeping the Clients Record
Performance Objective: Given the necessary materials you should

be able to record the following files of the client’s.
Supplies/Materials : Client’s form
Equipment : Computer and laptop.
Steps/Procedure:
1. Turn on the computer properly.
2. Open the client’s record file.
3. In information sheet questionnaires you should input the
information of the client’s form.
4. Save the important information of the client’s.
5. Log out/shutdown the computer or laptop.

Massage NC II Prepared by: SSVTC
Revision # 01
CRITERIA
YES NO
Did you….
1. Turn on the computer properly?
2. Open the file of record keeping?
3. Record and encode the client’s files successfully?
4. Check the files before shutdown?
5. Shutdown the computer properly?
6. Unplug the power cord?

Massage NC II Prepared by: SSVTC
Revision # 01
“RECEIVING AND PREPARING CLIENT OR GUEST”
Learning objective
1. Demonstrate the proper ways on how to receive and prepare

client before you conduct hilot wellness massage.
INTRODUCTION
We all want to be treated with respect, and it starts with the very
first greeting. A day in the life of every business person is made up of a
series of meetings and greetings. When greeting a customer, you only have 5
seconds to make a good first impression. Therefore, the way you approach
your customer will have a lasting impact on them and will likely drive the
direction of your relationship with them from that point forward.
I. Receive the Client/Guest
A. Meeting and Greeting Clients
Here are some tips to give you the advantage when greeting
customers initially:
1. Stand up when you meet someone:
This allows you to get engage the person on an equal level – eye to
eye. By remaining seated, you send a message that you don’t think the other
person is important enough to warrant the effort it takes to stand. If you
find yourself in a position where you can’t stand up (such as being trapped
behind a potted plant) offer an apology and an explanation. You might say

MTSI
Revision # 01
something like this, “Please excuse me for not getting up, I can’t seem to get
around the foliage”
2. Have a positive attitude.
Keep your conversation lighthearted, yet professional.

Maintaining a positive attitude while conducting business is a great way to
begin a business relationship.
3. Smile
Your facial expression says more than your words. Look as if you
are pleased to meet the other person regardless of what is on your mind. Put
a smile on your face for the person standing before you.
4. Make eye contact
Looking at the people you meet says you are focused and
interested in them. If you are starting off somewhere else, you may appear to
be looking for someone more to your liking to come along.
5. Introduce yourself immediately
As soon as you approach people you don’t know or are approached

by them, say who you are. Don’t stand around as if someone else is in
charge of introduction.
6. Greet with their name.
Greet them using their name, and make sure you continue
using it throughout the conversation. Don't overdo it, but using their name
puts them at ease and helps them feel like you care about them personally
and professionally.
7. Keep good notes—keep it personal and professional.
Ask a few personal questions as "icebreakers", and then move

into professional mode. Make sure you maintain your lighthearted attitude
while getting down to business. Keep good notes of your conversation so
that when you are finished with your meeting, you will have a good record of
what was discussed.
8. Keep focus on customer—not on self.
Especially if you are meeting your customer for the first time,
keep your focus on your customer and their needs. Keep any conversation

MTSI
Revision # 01
surrounding you to a minimum, and enable the customer to talk about
themselves. Most people like to hear themselves talk, so training yourself to
be an excellent listener will make the difference in building an effective
business relationship with your customer.
9. Ask specifically how you can help them.
Once you have a good idea of what they need, ask how they
want you to help them. Be specific about the products and services your
company provides, and ask them which ones they believe would most
effectively meet their needs.
10. Offer a firm handshake
Extend your hand as you give your greeting. The person who puts
a hand out first come across as confident and at ease. Make sure that this
physical part of your greeting is professional. Don’t offer bone-crushing grips
or wimpy limp- wristed shakes. If you are confused about men and women
shaking hand, don’t be. There once was a time when women didn’t shake
hands with men. We are past that everyone in business shakes hands with
everyone else.
11. Have an agenda ready.
Before you ever walk into the office of a client, have an agenda
prepared. If possible, advance a copy to the customer so they are as
prepared as you are to discuss business at hand. This will also help build
you up in the eyes of your customer and ensure you are one step ahead of
your competitors.
B. Select the Hilot Wellness Massage Service

1. Hilot Massage Services
2. Suob
3. Dagdagay
4. Banyos
5. Bentosa
6. Express Massage
7. Hilod

MTSI
Revision # 01
C. Fill out the Documents Needed
1. Information Sheet
2. Answer the health medical questionnaire
3. Arrange the payments
II. Identifying the Vital Information of the Client
A. Personal Details
These details will enable you to contact the client quickly

should you need to cancel or change an appointment or for any other
reason. They will also enable you to seek advice from his/her doctor should
this be necessary.
1. Name
2. Address
3. Date of Birth
4. Status
5. Home and work telephone numbers
6. Occupation
7. Doctor's name, address and telephone number
B. Vital Signs
Vital signs are used to

measure the body's basic functions. These
measurements are taken to help assess the
general physical health of a person, give
clues to possible diseases, and show
progress toward recovery. The normal
ranges for a person's vital signs vary with
age, weight, gender, and overall health.
There are four main vital signs: body
temperature, blood pressure, pulse (heart
rate), and breathing rate.

MTSI
Revision # 01
Body Temperature: The average body temperature is 98.6 degrees
Fahrenheit, but normal temperature for a healthy person can range between
97.8 to 99.1 degrees Fahrenheit or slightly higher. Body temperature is
measured using a thermometer inserted into the mouth, anus, or placed
under the armpit. Body temperature can also be measured by a special
thermometer inserted into the ear canal.
Blood pressure: Blood pressure is the measurement of the pressure or force

of blood against the walls of your arteries. Blood pressure is written as two
numbers, such as 120/80 millimeters of mercury (mm Hg). The first number
is called the systolic pressure and measures the pressure in the arteries
when the heart beats and pushes blood out to the body. The second number
is called the diastolic pressure and measures the pressure in the arteries
when the heart rests between beats.
Factors that can influence a blood pressure reading include:

 Stress
 Smoking
 Cold temperatures
 Exercise
 A full stomach
 Full bladder
 Caffeine, alcohol consumption
 Certain medicines
 Gaining or losing weight
 Salt intake
Pulse: Your pulse is the number of times your heart beats per minute. Pulse
rates vary from person to person. Your pulse is lower when you are at rest
and increases when you exercise (because more oxygen-rich blood is needed
by the body when you exercise). A normal pulse rate for a healthy adult at
rest ranges from 60 to 80 beats per minute. Women tend to have faster
pulse rates than men. Your pulse can be measured by firmly but gently
pressing the first and second fingertips against certain points on the body—
most commonly at the wrist or neck (but can also be measured at the bend
of the arms, in the groin, behind the knees, inside the ankles, on the top of
the feet, or at the temple area of the face)—then counting the number of
heart beats over a period of 60 seconds.
Respiratory rate: A person's respiratory rate is the number of breaths you

take per minute. The normal respiration rate for an adult at rest is 12 to 20
breaths per minute. A respiration rate under 12 or over 25 breaths per
MTSI
Revision # 01
minute while resting is considered abnormal. Among the conditions that can
change a normal respiratory rate are asthma, anxiety, pneumonia,
congestive heart failure, lung disease, use of narcotics, or drug overdose.
C. Massage Analysis
These details will again highlight contra-indications that will

indicate whether massage would be suitable for the client. They will also
provide information regarding the client's previous experience of massage.
Did she/he find it beneficial; are there any preferences, likes and dislikes
that should be recorded?
 Contra-indications
 Has client received massage in the past?
 How long ago?
D. Massage information plan
This information will help you formulate the best treatment

plan to meet the needs of the client. The plan should then be fully explained
to the client; s/he must be given the opportunity to ask questions and given
full answers to allay any concern of fears. The long term objective, the cost
and timing must be agreed and a consent form signed by the client reasons
for requesting massage expectations from the treatment any concerns or
worries.
 Number of sessions
 Did client benefit from the massage?
 Reasons for requesting massage
CLIENT’S DATA REPORT SAMPLE

Health History
Name of School:
Name: Age: Gender:
Blood Type: Height: Weight: Body size (small/medium/big
Amount of Pressure Time duration: End:

(light/medium/hard
Medical history problem:

MTSI
Revision # 01
Primary test – Administered vital signs:
Mm/hg: Bpm: CPM: C:
Classification of therapeutic treatment:
Relief: Strengthening: Correcti Maintenance:

on:
Secondary Test-Observation, written and interview
Signs and Allergies: Medicatio Past & Last intake: Employment

Symptoms: n: present Job:
Event:
Client’s Evaluation and Remarks:
Learner’s Signature Over Printed Name Date:
The Past Medical History -- These details will enable you to establish the
client's state of health; the likelihood of any contra-indications as a result of
past illnesses; whether particular care must be taken over certain areas and
whether medical referral is necessary. If the client suffers from a condition
that is an absolute contra-indication, then massage must not be given.
 Surgical operations
 Pregnancies
 Serious illness
The Present Medical History -- These details will indicate whether massage
will be helpful to this client and will influence the type of massage to be
given, e.g. If the client is stressed then a relaxing massage will be the
choice. If there is a pain and stiffness then the massage will be adapted to
meet these needs.
 Medication
 General Health

MTSI
Revision # 01
 Current Treatment
 Identification of stress: work, home or other sources.
A. CONTRAINDICATIONS
What are the contraindications to massage?
Massage is non-invasive, relaxing and natural. It is therefore generally
considered a safe treatment for most people. However, there are three types
of contraindication: TOTAL, when massage should not be performed at all,
LOCAL, when massage can be performed but not over the contraindicated
areas and MEDICAL, when massage can only be performed once medical
permission has been granted.
1. Total Contraindications
When you have any of these conditions, the therapist should not
massage:
* Fever
* Contagious or infectious diseases
* Under the influence of drugs or alcohol
* Recent operations
* Neuritis
* Skin diseases
2. Local Contraindications
The therapist can massage but not over any areas affected by:
* Varicose veins
* Undiagnosed lumps or bumps
* Pregnancy
* Bruising
* Cuts
* Abrasions
* Sunburn
* Undiagnosed pain
* Inflammation
3. Medical Contraindications
MTSI
Revision # 01
If you suffer from any of the following conditions, massage can only
take place once it has been approved by a Physician.
* Cardio-vascular conditions (thrombosis, phlebitis, hypertension, heart
conditions)
* Any condition already being treated by a medical practitioner
* Oedema
* Psoriasis or eczema
* High blood pressure
* Osteoporosis
* Cancer
* Nervous or psychotic conditions
* Heart problems, angina, those with pacemakers
* Epilepsy
* Diabetes
* Bell’s palsy, trapped or pinched nerves
* Gynecological infections
B. Get the Vital Signs

Vital Signs
Vital signs include the measurement of:
temperature, respiratory rate, pulse, blood
pressure and, where appropriate, blood oxygen
saturation. These numbers provide critical
information (hence the name "vital") about a
patient's state of health. In particular, they:
1. Can identify the existence of an acute medical problem.
2. Are a means of rapidly quantifying the magnitude of an illness and how
well the body is coping with the resultant physiologic stress. The more
deranged the vitals, the sicker the patient.
3. Are a marker of chronic disease states (e.g. hypertension is defined as
chronically elevated blood pressure).
1. Temperature -- Refers to the degree of hotness and coldness of the body.

The normal body temperature: 36.5 - 37.5
Using a Digital Thermometer

MTSI
Revision # 01
You can get fast and accurate readings
with digital thermometers. You can use digital
thermometer in three Ways:
Oral (in the mouth)
Rectal (in the bottom)
Axillary (under the arm)
Do not use the same thermometer for both oral and
rectal readings. Be sure to label your thermometer
either oral or rectal to know the difference.
2. Pulse -- Important vital sign in the event of cardiac arrest. Normal rate:
60 to 100 beats per minute.
How to Check your Pulse
Use your index finger and middle
finger when finding your pulse. Dont use your
thumb, as its own pulse is strong enough to
interfere with your reading. Find the radial pulse,
this is the pulse on the side of the wrist nearest
your body. Use the pads of your fingers place
them just below the wrist creases on the thumb
side. Press lightly until you feel the blood pulsing
under your skin. If necessary, move your fingers around a bit until you feel
the pulse. (It's there, just not always easy to locate.) Find the carotid pulse,
to feel a pulse on the side of the neck just below the new line, place your
index and middle fingers in the hollow between the windpipe and the large
muscle in the neck. Press lightly until you feel a pulse. This is sometimes
easier than finding the pulse in your wrists.
Check the strength of the pulse to see if it is strong or weak

The strength of your pulse cannot be calculated precisely, but
experienced professionals will characterize a pulse as weak, faint, strong or
bounding. This is an indication of the health of the heart and vascular
system.
Check the rhythm of your pulse
You're looking for regularity of pulsations and the pauses
between them. If your pulse is steady, note it as regular. If you detect a skip
or other fluctuation in the pulse, it may be termed irregular. This is not
necessarily a cause for alarm, but if you note a consistent irregularity, you
should seek medical advice.

MTSI
Revision # 01
How to check your Blood Pressure with a sphygmomanometer
Setting up the equipment, sit down and open the blood
pressure testing kit. Sit down at a table or desk where you can easily set up
the necessary equipment. Remove the cuff, stethoscope, pressure gauge,
and bulb from the kit, taking care to untangle the various tubes.
In order to measure the BP, proceed as

follows:
1. Wrap the cuff around the patient's upper
arm so that the line marked "artery" is roughly
over the brachial artery, located towards the
medial aspect of the antecubital fossa (i.e. the
crook on the inside of their elbow). The
placement does not have to be exact nor do you actually need to identify this
artery by palpation.
2. Put on your stethoscope so that the ear pieces are angled away from your
head. Twist the head piece so that the bell is engaged. This can be verified
by gently tapping on the end, which should produce a sound. With your left
hand, place the bell over the area of the brachial artery. While most
practitioners use the diaphragm of the stethoscope, the bell is actually be
superior for picking up the low pitched sounds used for measuring BP. It's
worth mentioning that a number of different models of stethoscopes are
available on the market, each with its own variation on the structure of the
diaphragm and bell. Read the instruction manual accompanying your
stethoscope in order to determine how your device works.
3. Grasp the patient's right elbow with your right hand and raise their arm
so that the brachial artery is roughly at the same height as the heart. The
arm should remain somewhat bent and completely relaxed. You can provide
additional support by gently trapping their hand and forearm between your
body and right elbow. If the arm is held too high, the reading will be
artifactually lowered, and vice versa.
4. Turn the valve on the pumping bulb clockwise (may be counter clockwise
in some cuffs) until it no longer moves. This is the position which allows air
to enter and remain in the bladder.
5. Hold the bell in place with your left hand. Use your right hand to pump
the bulb until you have generated 150 mmHg on the manometer. This is a
bit above the top end of normal for systolic blood pressure (SBP). Then
listen. If you immediately hear sound, you have underestimated the SBP.
Pump up an additional 20 mmHg and repeat. Now slowly deflate the blood
pressure cuff (i.e. a few mm Hg per second) by turning the valve in a
counter-clockwise direction while listening over the brachial artery and
watching the pressure gauge. The first sound that you hear reflects the flow
of blood through the no longer completely occluded brachial artery. The
MTSI
Revision # 01
value on the manometer at this moment is the SBP. Note that although the
needle may oscillate prior to this time, it is the sound of blood flow that
indicates the SBP.
6. Continue listening while you slowly deflate the cuff. The diastolic blood
pressure (DBP) is measured when the sound completely disappears. This is
the point when the pressure within the vessel is greater then that supplied
by the cuff, allowing the free flow of blood without turbulence and thus no
audible sound. These are known as the Sounds of Korotkoff.
7. Repeat the measurement on the patient's other arm, reversing the
position of your hands. The two readings should be within 10-15 mm Hg of
each other. Differences greater than this imply that there is differential
blood flow to each arm, which most frequently occurs in the setting of
subclavian artery atherosclerosis.
8. Occasionally you will be unsure as to the point where systole or diastole
occurred and wish to repeat the measurement. Ideally, you should allow the
cuff to completely deflate, permit any venous congestion in the arm to
resolve (which otherwise may lead to inaccurate measurements), and then
repeat a minute or so later. Furthermore, while no one has ever lost a limb
secondary to BP cuff induced ischemia, repeated measurement can be
uncomfortable for the patient, another good reason for giving the arm a
break.
9. Avoid moving your hands or the head of the stethoscope while you are
taking readings as this may produce noise that can obscure the Sounds of
Koratkoff.
10. You can verify the SBP by palpation. To do this, position the patient's
right arm as described above. Place the index and middle fingers of your
right hand over the radial artery. Inflate the cuff until you can no longer feel
the pulse, or simply to a value 10 points above the SBP as determined by
auscultation. Slowly deflate the cuff until you can again detect a radial pulse
and note the reading on the manometer. This is the SBP and should be the
same as the value determined with the use of your stethoscope.
A few clinically relevant thoughts about high blood pressure:

Hypertension is very common disease (> 25% in US affected) & defined on
basis of severity:
Pre-hypertension : Systolic BP 120-140 or diastolic BP 80-90.
Stage I hypertension: Systolic BP > 140-160 or diastolic BP >90-100.
Stage II: Systolic BP > 160 or diastolic BP > 100.

MTSI
Revision # 01
Self-Check No. 2.2-3
TRUE OR FALSE
Direction: Read the following statement carefully. Write the
word TRUE if the statement is correct, and FALSE if the statement
is wrong.
1. It is good to have a smile on your face for the person standing before you,
because your facial expression says more than your words.
2. The proper way of conversation with your clients is to greet them using
their name. And helps them feel like you care about them personally and
professionally.
3. It is not advisable to keep good notes of your conversation because when

you are finished with your meeting, it is useless, you’re wasting your time
for having that kind of notes.
4. Meeting your customer for the first time, keep your focus only from your
customer and not their needs. Keep any conversation surrounding you to a
minimum, and enable the customer to talk about themselves.
5. To have a positive attitude, you should be Maintain that attitude while

conducting business, because it is a great way to begin a business
relationship.
6. Once you have a good idea of what your client’s need, ask how they want
you to help them. Be specific about the products and services your company
provides, and ask them which ones they believe would most effectively meet
their needs.
7. In identifying the vital information of your client, it is necessary to have

personal details to contact the client quickly should you need to cancel or
change an appointment or for any other reason. They will also enable you to
seek advice from his/her doctor.
8. To check your pulse you need to use your index finger and middle finger
when finding your pulse.
9. Blood pressure is the measurement of the pressure or force of blood
against the walls of your arteries. Normal blood pressure is written as two
numbers, such as 140/90 millimeters of mercury.
10. A normal pulse rate for a healthy adult at rest ranges from 60 to 80
beats per minute.

MTSI
Revision # 01
MULTIPLE CHOICE: Read and analyze the statement carefully.
Choose the letter of the correct answer. Write
your answer on the space provided.
_________1. Which of the following can be used to measure the body's basic
functions. These measurements are taken to help assess the general
physical health of a person, give clues to possible diseases, and show
progress toward recovery.
a. Vital Temperature c. Vital cure
b. Vital Signs d. Vital work
_________2. These details will again highlight contra-indications that will
a. Massage Analysis c. Massage Operation
b. Massage Synthesis d. Massage Work
_________3. In the four main vital, Which of the following signs is the
pressure is the measurement of the pressure or force of blood against the
walls of your arteries.
a. Respiratory rate c. Blood Pressure
b. Pulse rate d. Body Temperature
_________4. Among the four main types, Which of these have measured
using a thermometer inserted into the mouth, anus, or placed under the
armpit.
_________5. How to provide critical information about a patient's state of
health.
a. According to their Vital Organs c. According to their Vital Signs
b. According to their Vital Cells d. According to their Vital System
_________6. Which of the following types of contraindication can be suffer
from any bad conditions, so that massage can only take place once it has
been approved by a Physician.
a. Local Contraindication c. Total Contraindication
b. Medical Contraindication d. Proper Contraindication
_________7. It is refers to the degree of hotness and coldness of the body.
a. Temperature c. Pulse Rate
b. Hypertension d. Blood Pressure
MTSI
Revision # 01
ANSWER KEY 2.2-3
Test I – True or False

1. True
2. True
3. False
4. False
5. True
6. True
7. True
8. True
9. False
10. False
Test II – Multiple Choice

1. B
2. A
3. C
4. D
5. C
6. B
7. A

MTSI
Revision # 01
JOB SHEET 2.2-3
Title: Getting the vital signs of the client
Performance Objective: Given the necessary materials, You should

be able to get the vital signs of the client.
Supplies/Materials : Sphygmomanometer, Stethoscope, Watch,

Digital Thermometer, Pen, Alcohol, and
Notebook
Equipment : N/A
Steps/Procedure:
1. Before you apply the massage, wash your hand properly and
apply alcohol.
2. Receive Client
3. Using your finger and watch you can get the pulse rate of the
client.
4. Using digital thermometer you can get the body temperature
of the client.
5. Using BP tools you can get the blood pressures.
6. Don’t forget to record the vital signs manually.

MTSI
Revision # 01
CRITERIA
YES NO
Did you….
1. Have a communication with the client, according to
policies and procedures?
2. Get the Pulse rate?
3. Get the Temperature?
4. Get the Blood Pressure?
5. Record the data manually?

MTSI
Revision # 01
“HILOT WELLNESS MASSAGE PRODUCTS AND SERVICES”
1. Appreciate the products and services of hilot wellness massage to
clients.
INTRODUCTION
HILOT (Filipino Traditional Massage) Is the ancient Filipino healing

method practiced for thousands of years. Hilot refers to both the technique
and the practitioner. Characterized by slow deliberate strokes and removal
of blockages or “Lamig”. Banana leaves and Virgin coconut oil are key
elements in this treatment. Highly recommended for individuals with upper
back aches and stress related pains and anxiety.
The Hilot Method, therapists are trained in massage and

mind/body connections. Using bare hands to scan the body through touch,
as well as various herbs, medicinal plants and banana leaves, the
practitioner diagnoses which areas are energetically imbalanced. Through
deep massage, the goal of hilot treatment is to restore harmony and balance
to the body.
Treatment provided by a manghihilot is holistic, encompassing all

aspects of life and living, including biological, psychological, social and
behavioral. A good hilot practitioner identifies a client’s ailment by sensing
his energy and corrects the person’s energy imbalance through massage,
bringing about biochemical reactions that aid the body in healing itself.
 Hilot Massage Services – Banana Leaf Method,

banana leaves are natural ionizer that works on bio-
energy with its application to the skin to a certain
part of the body and determines which part of the
body needs necessary attention and recovers
balance and harmony to the body. Banana leaves
also have an antiseptic effect. It has been a useful way of treating
illnesses from flu to sprains and even bone dislocations. It is
embedded in the Filipino culture and is still into practice as an
alternative medicine massage.

MTSI
Revision # 01
 S u o b - -
been utilized in various Filipino ethnic groups
to drive away elements of illnesses (like the
lamig) by boiling a concoction of herbs and
flowers and letting the therapeutic mixture
vaporize inside a large thick cloth that
envelopes the body. The healthy stem
increases blood circulation, fat metabolism
and detoxification. It nourishes the skin and makes it supple. The
muscle fibers soften which makes this worthwhile treatment before a
massage.
 Dagdagay – It is a Filipino traditional foot massage using

two bamboo sticks. Dagdagay foot massage is usually done
after a foot banyos treatment wherein our massage
specialist washes our customers’ foot with herbal
ingredients.
 Banyos – It is a therapeutic bath

treatment wherein our customers are bathed in
water with herbal ingredients. This method
cleanses and washes away dead skin cells in the
body and prevents the spread of bacteria causing
diseases.
 Bentosa -- also called “Cupping” is a

common but extremely effective treatment
that soothes muscle pain. This is the type
of treatment uses the placement of
suctioning cups to remove energy
blockages which is believed in some
cultures to mean the lack of blood
circulation.
 Express Massage -- If you’re in need of

massage after work but you need to get home fast?
Give us 10 minutes of your time to target tired and
MTSI
Revision # 01
painful muscles of the head, neck, back, shoulder, lumber area and
even your arms and legs! If you’re always in a hurry, you deserve this
therapy.
 Hilod – Is performed to remove dead skin cells. It is a term for

scrubbing or foot/body scrub.
Massage Products:
1. Olive Oil
2. Banana Leaves
3. Muds/ Clay/ Algae
4. Massage Therapy Oil
5. Oils and Essences
Ex. Lavender
Self-Check No. 2.2-4
Matching Type: Read and analyze the statement carefully. Match

the column A - the Massage Products to column B - the product
descriptions. Write your answer on the space provided.
Colum A – Massage Products

______1. Hilot Massage Services
______2. Suob
______3. Dagdagay
______4. Banyos
______5. Bentosa
______6. Express Massage
______7. Hilod

MTSI
Revision # 01
cups to remove energy blockages
which is believed in some cultures
Column B – Product Descriptions
to mean the lack of blood
A. Give us 10 minutes of your time circulation.
to target tired and painful muscles F. The Filipino version of the steam
of the head, neck, back, shoulder, bath. It has been utilized in
lumber area and even your arms various Filipino ethnic groups to
and legs! If you’re always in a drive away elements of illnesses
hurry, you deserve this therapy. (like the lamig) by boiling a
B. It is a Filipino traditional foot concoction of herbs and flowers
massage using two bamboo sticks. and letting the therapeutic mixture
C. Is performed to remove dead vaporize inside a large thick cloth
skin cells. It is a term for that envelopes the body.
scrubbing or foot/body scrub. G. It is a therapeutic batch
D. It is embedded in the Filipino treatment wherein our customers
culture and is still into practice as are bathed in water with herbal
an alternative medicine massage. ingredients.
E. This is the type of treatment H. Measurement on the patient's
uses the placement of suctioning other arm, reversing the position of
your hands.
ANSWER KEY 2.2-4
1. D.
2. F.
3. B.
4. G.
5. E.
6. A.
7. C.

MTSI
Revision # 01
BIBLIORAPHY
http://learn.healthpro.com/hilot-massage/
http://www.business.qld.gov.au/business/running/customer-
service/improving-customer-service/customer-service-principles
http://www.bctv.org?specialreports/health/advantages-disadvantages-of-
electronic-medical-records/article3cc6ae5e-d46d-11de-b132-
001cc4c03286.html
http://www.business.qld.gov.au/business/starting-a-business/record-
keeping-business/electronic-manual-record-keeping
http://www.wikihow.com/check-your-pulse
http://www.wikihow.com/check-your-blood-pressure-with-a-
sphygmomanometer

MTSI
Revision # 01
Evidence Plan
Competency Hilot Wellness Massage NC II

standard:
Unit of Provide Preliminary Services to Cients
competency:
Ways in which evidence will be collected:
Demonstration & Questioning
Observation & Questioning
[tick the column]

Third party Report
Portfolio
Written
The evidence must show that the trainee…

 *Schedule clients in accordance with the
length of time required for services,
availability of staff and rooms and workplace
policies and procedures.

MTSI
Revision # 01
 * Receive clients in accordance with workplace
policies and procedure.
 *Identifies client’s special customer service
needs and requirements.
 *Delivers hilot wellness services to clients.
 *Responds to clients complaints.
 Recognize and manage contra-indications
 Gathers client information based on record
and documents available.
 Provides client with specific information and
direction regarding the pre-service procedure.
 Recognize and explains hilot wellness massage
products.
 Explains the benefits of hilot wellness massage
services and products.
NOTE: *Critical aspects of competency
Prepared by:
MTSI

MTSI
Revision # 01
TABLE OF SPECIFICATION
Objectives/Content # of items % of test

Knowledge Comprehension Application
area/Topics
 Schedule 50
4 6 15 25
Clients
 Conduct
Preliminary 50
4 6 15 25
Services to
Clients
TOTAL 8 12 30 50 100

MTSI
Revision # 01
WRITTEN TEST
Test I. Multiple Choices:
Direction: Write the letter of the best answer on the space

provided.
_______1. It involves establishing the amount, of work to be done and the

time each element of the work will start, or the order of work.
a. Cancelling c. Scheduling
b. Returning d. Preparing
_______2. It is the ability to convey information to another effectively and
efficiently.
a. Communication Skills c. Communication Instruction
b. Communication Program d. Communication Sharing
_______3. It is the ability to accurately receive and interpret messages in the
communication process.
a. Writing c. Talking
b. Speaking d. Listening
_______4. It leaves callers with a favorable impression of you, your
department and the practice in general.
a. Communication Skills c. Proper Etiquette
b. Proper Arrangement d. Communication Process
_______5. Which of the following is a type of nonverbal behavior?
a. Tone of Voice c. Space
b. Body Posture d. All of the answers are correct
_______6. Which of the following characteristics of good customer service, for
any business, using good manners is appropriate whether the customer
makes a purchase or not.
b. Professionalism d. Preparedness
_______7. It is a person who brings us his wants, and It is also our job to
handle them profitably to him and to ourselves.
a. Customer c. Manager
b. Security Guard d. Cashier
_______8. Which of the following is best describe as the act of taking care of
the customer’s needs by providing and delivering professional, helpful, high
c. Customer satisfaction c. Customer service
d. Customer relationships d. Customer needs
_______9. Types of customers that you must establish your credibility,
ensure you know your product or service, and be careful what you say, be
polite, don’t take it personally, because they don’t trust anyone.
a. The angry customer c. The suspicious customer
b. The talkative customer d. The Indecisive customer
_______10. Which of the following types of Customer Service Skills is the
most important customer service skill, and he/she must respond
instinctively to customer issues with warmth and care.
a. Curiosity c. Enthusiasm
b. Diplomatic d. Empathy
_______11. Among the characteristics of Good Customer Service which of
these have use of competence or skill expected of the professional. And all
customers should be treated professionally.
b. Professionalism d. Personalization
_______12. It is the top priority, and hopefully creating loyal, returning
customers.
a. Customer needs c. Customer satisfaction
b. Customer relationships d. Customer service
_______13. It Is an important component of competent professional practice
and essential to the delivery of quality evidence-based health care’.
a. Record Sheet c. Record Keeping
b. Record Test d. Record Shop
_______14. Is a computer program or set of programs designed to talk and

store records’.
a. Electrical Record Keeping c. Electrician Record Keeping
b. Electronic Record Keeping d. Electric Record Keeping
_______15. Which of the following is use of some business owners as a

simple, paper-based record keeping system.
a. Manual Record Keeping c. Main Record Keeping
b. Maintain Record Keeping d. Mean Record Keeping
_______16. It is almost a lost art. Saying ‘hello, ‘good afternoon, ‘sir, and
‘thank you very much’ are a part of good customer service.
a. Politeness c. Preparedness
b. Promptness d. Professionalism
_________17. Which of the following can be used to measure the body's basic
functions. These measurements are taken to help assess the general
physical health of a person, give clues to possible diseases, and show
progress toward recovery.
a. Vital Temperature c. Vital cure
b. Vital Signs d. Vital work
_________18. These details will again highlight contra-indications that will
a. Massage Analysis c. Massage Operation
b. Massage Synthesis d. Massage Work
_________19. In the four main vital, Which of the following signs is the
pressure is the measurement of the pressure or force of blood against the
walls of your arteries.
_________20. Among the four main types, Which of these have measured
using a thermometer inserted into the mouth, anus, or placed under the
armpit.
_________21. How to provide critical information about a patient's state of
health.
a. According to their Vital Organs c. According to their Vital Signs
b. According to their Vital Cells d. According to their Vital System
_________22. Which of the following types of contraindication can be suffer
from any bad conditions, so that massage can only take place once it has
been approved by a Physician.
a. Local Contraindication c. Total Contraindication
b. Medical Contraindication d. Proper Contraindication
_________23. It is refers to the degree of hotness and coldness of the body.
a. Temperature c. Pulse Rate
b. Hypertension d. Blood Pressure
_______24. This helps keep things friendly and upbeat through the course of
the business conversation.
a. have an agenda ready c. keep smiling
b. greet them d. shake hands properly
_______25. It is a natural ionizer that works on bio-energy with its
application to the skin to a certain part of the body and determines which
part of the body needs necessary attention and recovers balance and
harmony to the body.
a. banana leaf c. massage
b. coconut oil d. suob
_______26. It is a therapeutic bath that is washing of the body with water or
with/through an herbal solution.
a. banyos c. hilot
b. dagdagay d. express massage
_______27. Do not make false claims for treatments, but explain the benefits.
a. fairly c. reasonably
b. practically d. specifically
_______28. It leaves callers with a favourable impression of you, your
department and the practice in general.
a. Communication c. Proper Etiquette
b. Listening d. Speaking
_______29. It not involves Observing body language and noticing
inconsistencies between verbal and non-verbal messages.
a. Communication c. Proper etiquette
b. Effective Listening d. Speaking
_______30. It is use when taking appointments, because some will canceland
have the spot open for another client.
a. ballpen c. marker
b. color pencil d. pencil
Test II. True or False: Read the following statement, write true if the
statement is correct and false if the statement is wrong.
_______1. To build good customer relationships you need to greet customers

and approach them in a way that is natural and fits the individual situation.
_______2. Whether answering the phone or making phone calls, using the
proper etiquette is a must in order to maintain a certain level of
professionalism.
_______3. Put the instructions and the collection box just behind the
appointments cards, so that everything is clearly visible.
_______4. In record keeping, it is good to creates and maintains health
records that serve the best interests of clients, and that contribute to the
safety and continuity of their health care.
_______5. It is advisable that an organization are not created, captured,
maintained, and disposed of. This system also ensures there is no
preservation for evidential purposes, inaccurate and inefficient updating,
timely availability, and control of access to the them only by not authorized
personnel.
_______6. From the principle of record keeping, you are required writing by
hand or making entries to electronic systems, can be summed up by saying
that anything you write or enter must be honest, accurate and non-offensive
and must not breach patient confidentiality.
_______7. Advantages of electronic records includes high startup cost,
substantial learning curve, confidentiality and security issues.
_______8. There are certain advantages to using manual record keeping
includes less expensive to set up, correcting entries may be easier with
manual systems, as opposed to computerized ones that can leave
complicated audit trails. and the risk of corrupted data is much less.
_______9. Data is not always reliable from the advantages of manual record.
And also it is hand written and some human errors might have occurred
example wrong telephone number ECT.
_______10. According to electronic record keeping, A computer program or
set of programs designed to talk and store records.
_______11. It is good to have a smile on your face for the person standing
before you, because your facial expression says more than your words.
_______12. The proper way of conversation with your clients is to greet them
using their name. And helps them feel like you care about them personally
and professionally.
_______13. It is not advisable to keep good notes of your conversation

because when you are finished with your meeting, it is useless, you’re
wasting your time for having that kind of notes.
_______14. Meeting your customer for the first time, keep your focus only
from your customer and not their needs. Keep any conversation
surrounding you to a minimum, and enable the customer to talk about
themselves.
_______15. To have a positive attitude, you should be Maintain that attitude

while conducting business, because it is a great way to begin a business
relationship.
_______16. Once you have a good idea of what your client’s need, ask how
they want you to help them. Be specific about the products and services
your company provides, and ask them which ones they believe would most
effectively meet their needs.
_______17. In identifying the vital information of your client, it is necessary

to have personal details to contact the client quickly should you need to
cancel or change an appointment or for any other reason. They will also
enable you to seek advice from his/her doctor.
_______18. To check your pulse you need to use your index finger and
middle finger when finding your pulse.
_______19. Blood pressure is the measurement of the pressure or force of
blood against the walls of your arteries. Normal blood pressure is written as
two numbers, such as 140/90 millimeters of mercury.
_______20. A normal pulse rate for a healthy adult at rest ranges from 60 to
80 beats per minute.
Answer Key
Test I. Multiple Choice
1. C 11. B 21. C
2. A 12. C 22. B
3. D 13. C 23. A
4. C 14. B 24. B
5. D 15. A 25. A
6. A 16. A 26. A
7. A 17. B 27. A
8. C 18. A 28. C
9. C 19. C 29. B
10. D 20. D 30. D
Test II. True or False
1. True 11. True

2. True 12. True
3. True 13. False

4. True 14. False
5. False 15. True
6. True 16. True
7. False 17 True
8. False 18. True
9. False 19. False
10. True 20. False
ANSWER SHEET
Qualification : Hilot Wellness Massage NC II
Unit of Competency : Provide Preliminary Services to

Client
Name: ___________________________ Score: ___________________
Date: ____________________________ Remarks: ________________
1. 11. 21. 31. 41.
2. 12. 22. 32. 42.
3. 13. 23. 33. 43.
4. 14. 24. 34. 44.
5. 15. 25. 35. 45.
6. 16. 26. 36. 46.
7. 17. 27. 37. 47.
8. 18. 28. 38. 48.

9. 19. 29. 39. 49.
10. 20. 30. 40. 50.
Checked by: ___________________________
Performance Test
Specific Instruction for the Candidate
Qualification Hilot Wellness Massage NC II
Unit of Competency Provide Preliminary Services to

Clients
General Instruction:
According to workplace policies and procedures in accordance

with industry standards, you are required to conduct preliminary service to
clients. Base on the given necessary tools, equipment, materials, and
instruments,
Specific Instruction:
1. Candidate are required to perform the following:

a. Scheduling Clients
b. Operate a computer
c. Keeping the clients’ record
d. Getting the Vital signs
2. The candidate is required to prepare the necessary tools, equipment,
materials and safety paraphernalia.
Equipment
Quantity Description
1 unit Computer or Laptop
Materials
1 piece Pen and paper
1 piece Clients Form
Sphygmomanometer, Stethoscope, Watch, Digital
Thermometer, Pen, Alcohol, Notebook, Information
sheet and Medical questionnaires.
3. Trainer will allow 15 minutes for candidates to familiarize themselves

with the resources to be used in this demonstration.
4. Assessment is based on the units of competency in TR and in the
evidence plan and shall focus on the assessment methods below:
 Demonstration, Oral and Written test
5. Before or after the performance of the task, the trainer may perform oral
questioning of the candidate.
6. At the end of the assessment the trainer shall provide feedback of
candidate’s performance. The feedback shall indicate whether the
candidate are competent or not yet competent.
Prepared by:
MTSI
QUESTIONING TOOL
Satisfactory
Questions to probe the candidate’s underpinning knowledge
response
Extension/Reflection Questions Yes No
1. What are the benefits of hilot to our body?
2. What is the use of blood pressure tool?
3. What is the normal body temperature?
4. What is the normal rate of pulse?
Safety Questions
5. Why is it necessary to patient should have medical
certificate?
6. Why is it necessary to take the vital signs?
7. Why is it necessary to patient to take a rest first before
taking blood pressure?
8. Why is it not good to treat a pregnant patient especially in
their first tri-semester?
Contingency Questions
9. What would you do if the client suffers from bad condition
according to his/her medical certificate?
10. What would you do if the client did not follow your
instructions?
11. What would you do if you encounter a persistent client?
12. What if there is no available BP apparatus, what is the
alternative way in taking it?
Job Role/Environment Questions
13. What will you do if a client offers you a ride home after your
tour of duty?
14. A client arrived and the room is not ready, how will you
handle the situation?
15. What are the methods used by your company in informing
the client that the hilot wellness massage session is over.
16. In performing Ventosa, what are the necessary tools that
you should prepare?
Rules and Regulations
17. What will you do if the client’s agree to undergo a treatment
even in her/his medical certificate says he/she’s not fitted.
18. How will you encourage your client to return for another
session?
19. What is unethical consideration in the practice of hilot
wellness massage?
20. What information regarding your client should be kept
confidential?
The candidate’s underpinning  Satisfactory  Not Satisfactory
knowledge was:
Prepared by:
MTSI
Answer to probe the candidate’s underpinning knowledge

Extension/ Reflection Questions
1. What are the benefits of hilot to our body?
Answer: Improved blood circulation, relaxes the muscles, speed up skin
exfoliation and promote cell regeneration.
2. What is the use of blood pressure tool?
Answer: To know the measure of blood circulation if it is high or low.
3. What is the normal body temperature?
Answer: The normal body temperature: 36.5 - 37.5
4. What is the normal rate of pulse?
Answer: Normal rate: 60 to 100 beats per minute.
Safety Questions
5. Why is it necessary to client should have medical certificate?
Answer: To know if the client is fitted and to have an evidence if he/she’s
not suffer from any bad conditions before to undergo the massage.
6. Why is it necessary to take the vital signs?
Answer: To observe the general condition of client.
7. Why is it necessary to patient to take a rest first before taking blood
pressure?
Answer: To normalized their vital sign and maintain an appropriate body
temperature.
8. Why is it not good to treat a pregnant patient especially in their first tri-
semester?
Answer: To protect the sensitivity of her pregnancy.
Contingency Questions
9. What would you do if the client suffers from bad condition according to
his/her medical certificate?
Answer: Massage must not be given if the client suffers from bad
condition.
10. What would you do if the client did not follow your instructions?
Answer: Explain the procedure, and try to commit to clients memory,
just follow the instruction before massage must be given.
11. What would you do if you encounter a persistent client?
Answer: Talk to him/her in a nice and respectful manner.
12. What if there is no available BP apparatus, what is the alternative way
in taking it?
Answer: Hand scanning palpation/ pulse rate.
Job Role/Environment Questions
13. What will you do if a client offers you a ride home after your tour of
duty?
Answer: Politely turn down the offer and explain policy and guidelines.
14. A client arrived and the room is not ready, how will you handle the
situation?
Answer: Usher client to a comfortable waiting area and offer refreshment
and some reading materials, inform management regarding reasons for
delay and implement remedial measures according to company policies and
procedures.
15. What are the methods used by your company in informing the client
that the hilot wellness massage session is over.
Answer: Bell, tapping the client, music, whispering to the client that the
session is over.
16. In performing Ventosa, what are the necessary tools that you should
prepare?
Answer: Glass cup, cotton balls, alcohol, forcep, match, massage oil and
ginger.
Rules and Regulations
17. What will you do if the client’s agree to undergo a treatment even in
her/his medical certificate says he/she’s not fitted or have bad condition.
Answer: If the client is not fitted according to his/her medical, client
should not be given a chance to take the massage, explain the rules and
regulation.
18. How will you encourage your client to return for another session?
Answer: Explain the benefits of having a regular hilot wellness massage.
19. What is unethical consideration in the practice of hilot wellness
massage?
Answer: Practicing without proper training and certification from a duly
accredited training and assessment centre.
Answer: Practicing without proper training and certification.
20. What information regarding your client should be kept confidential?
Answer: All information
Prepared by:
MTSI
Templates for Inventory of Training Resources
Resources for presenting instruction
 Print Resources As per TR As per Remarks
Inventory
Lexicon Universal Encyclopedia
Print out instruction of hilot
Webster
 Non Print Resources As per TR As per Remarks
Inventory
http://learn.healthpro.com/hilot-
massage/
http://www.wikihow.com
www.slideshare.com
Resources for Skills practice of Competency #1

______________________________
 Supplies and Materials As per TR As per Remarks
Inventory
Pen
Notebook
Alcohol
Towel
 Tools As per TR As per Remarks
Inventory
Sphygmomanometer
Digital Thermometer
Stethoscope
Watch
 Equipment As per TR As per Remarks
Inventory
Computer or Laptop
Projector
Note: In the remarks section, remarks may include for repair, for
replenishment, for reproduction, for maintenance etc.

Chienna CBLM

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Chienna CBLM

Uploaded by

Copyright:

Available Formats

COMPETENCY BASED LEARNING MATERIALS

Sector : Health, Social and Other Community Development Services

Qualification Title : Hilot Wellness Massage NC II

Unit of Competency : Provide Pre-Service to Hilot Clients

Module Title : Providing Pre-Service to Hilot Clients

MORIONES TRAINING SCHOOL INC.

Qualification : ____________________ Signature: ________________

Data Gathering Instrument for Trainee’s Characteristics

Language, Average grade in: Average grade in:

Cultural and Ethnicity/culture:

Education & Highest Educational Attainment:

Previous List down trainings related to TM

Special courses Other courses related to TM

Learning styles a. Visual - The visual learner takes mental

c. Auditory- a learner who has the ability to

INSTRUCTIONS: This Self-Check Instrument will give the trainer necessary

Form 1.2: Evidence of Current Competencies acquired related to

From the accomplished Self-Assessment Check (Form 1.1) and the

Form 1.3 Summary of Current Competencies Versus Required

Required Units of Current Training

1. PLAN THE HILOT WELLNESS PROGRAM OF CLIENT

Form No. 1.4: Training Needs

Training Needs Module Title/Module Duratio

Sector : Health, Social and Other Community Development Services

D. TEACHER’S SELF-REFLECTION OF THE SESSION

Prepared by: Approved by:

Sector : Health, Social and Other Community Development Services

Qualification Title : Hilot Wellness Massage NC II

Unit of Competency : Provide Pre-Service to Hilot Clients

MORIONES TRAINING SCHOOL INC.

Provide Preliminary Document No.

Welcome to the module in Hilot Wellness Massage NC II. This module

Recognition of Prior Learning (RPL)

Provide Preliminary Document No.

Performance Criteria Checklist

Self Check Answer Key

Learning Outcome Summary

Provide Preliminary Document No.

No. Unit of Competency Module Title Code

Plan the Hilot Planning the Hilot

Provide Preliminary Providing Preliminary

Apply Hilot Wellness Applying Hilot Wellness

Provide Post Advice Providing Post Advice

Provide Preliminary Document No.

UNIT OF COMPETENCY: Provide Preliminary Services to Clients

MODULE TITLE: Providing Preliminary Services to Clients

MODULE DESCRIPTOR: This module covers the knowledge, skills and

NOMINAL DURATION: 4 Hours

Provide Preliminary Document No.

Provide Preliminary Document No.

1. Effective Customer Services

1. Clients’ are receive following workplace policies and procedures.

The participants will have access to:

1. Learning Tools/Equipment and materials

Provide Preliminary Document No.

Learning Activities Special Instruction

Provide Preliminary Document No.

Characteristics of Good Customer Service

Provide Preliminary Document No.

Types of Customer Service Skills

Provide Preliminary Document No.

Provide Preliminary Document No.

MULTIPLE CHOICE: Read and analyze the statement carefully.

Qualification : ____ Signature: