TLE -10

LESSON 5: Providing Pre-service to Wellness Massage Clients

ETHICS- refers to the set values and moral principles that govern the behaviour of an
individual or professional group.

The following is a code of practices that will help one set a high standard of professional
conduct
1. Maintain a professional look.
2. Never be late for appointment.
3. Any personal detail shared by a client should be treated with the utmost discretion.
4. Maintain a friendly environment at work.
5. Always be honest to gain the trust of other people.
6. Always speak politely to everyone.
7. Be well informed about the legal requirements and local rules and regulations
surrounding your business.
8. Always be receptive to new ideas, techniques and theories.
9. Always give maximum effort to ensure that your deliver the highest quality of
service.

Communication- is the process of transferring information from one person to

another or group.

Different kinds of communication in the workplace

- sending emails
- sending or receiving faxes
- sending newsletters
- making telephone or mobile calls
- sending text messages
- face-to-face with co-workers and clients

Types of Communication

1. Verbal communication
This involves communicating through speech or writing. The best speaking voice is the one
that sounds conversational, natural, and enthusiastic.
Vocal expression is the volume, pitch, tone and tempo of the voice and the frequency of
pauces.

2. Nonverbal communication
This involves communication through a form other than words. Nonverbal
communication can exist in spoken or written communication and body language.

FORMS of Nonverbal Communication

1. Appearance – a presentable appearance is one of the easiest ways to build a good

first impression.
2. Body Language – body language plays a major role in the workplace. A person’s
gestures, posture, facial expressions, eye contact and other body movements can be
used as ways to convey a message to others.
 3. Voice – being aware of how one sounds is extremely important in communicating
with clients.
4. Time- is essential to every person’s life.
5. Touch- is the vital factor for therapists because it is the service given to the client.

Communication skills
Several factors translate to effective communication skills that can help with the
interview process. “First impression lasts” – is a crucial part of therapeutic services
because it is lasting and is hard to change.

Reflective Listening
Good listening skills help you to further your rapport and ensure that the
information from the client is documented accurately and completely.
It is a technique in which you repeat or reiterate the client’s words to
convey your comprehension or clarify a misunderstanding.

Telephone Etiquette
Communication through the telephone is an important part of the business.
- Answering a call
- Placing a call on hold
- Transferring a call
- Taking messages
- Closing a call

Communication on Booking an Appointment

Clients book their appointments through the telephone, text messages, online or
booking apps.

Communication Barriers
- Not listening or paying attention to what the person is saying
- Not maintaining eye contact
- Interrupting or butting in when someone is talking
- Making assumptions on what the speaker is implying
- Not clarifying what the speaker wants
- Being sarcastic or rude

To sustain the communication process, the therapists should maintain a humanistic view
toward their clients through assumptions.
- Each client is unique
- Each client has skills
- Each client interacts with the environment
- Clients are like us
- Clients are honest
- Each client sincerely desires success
- Each client shares responsibility with you during the interview
- Each client desires interaction and negotiation
- Each client knows what the problem is
Documentation / Record Keeping
Documentation is the therapist’s record of all relevant information regarding his/her
client.

Documentation Forms
1. Subjective information

2. Objective information

3. Activity and analysis information

4. Plan information

PERFORMANCE TASK
1. Interview a wellness massage center/ day spa center owner on how they
document their clients information
2. Make your own SOAP- Subjective , Objective, Activity and Analysis, Plan.