G10 2nd Quarter Hilot Wellness

TANZA NATIONAL TRADE SCHOOL
GRADE TECHNICAL-VOCATIONAL DEPARTMENT

10 SPTVE- HILOT WELLNESS MASSAGE
LEARNING MATERIAL
HILOT WELLNESS MASSAGE

GRADE 10
Compiled By: TVE Cosmetology Teachers

Mildred M. Mahinay Glaiza V. Atienza Roxanne A. Roxas
Submitted To:
Mrs. Socorro R. Rodil
Head Teacher VI – TVE Dept.
Noted by:
Rolando P. Dilidili
Principal IV
LM – HILOT WELLNESS MASSAGE/GRADE 10 1

QUARTER 2
PROVIDE PRELIMINARY SERVICES TO CLIENTSN QQTQQ

TABLE OF CONTENTS Page/s Duration/Date
What is This Learners’ Material About? 5
What Will You Learn? 5
Pretest 6
Quarter 2
Lesson 1: Schedule Clients 8 Week 1-5
Communication Skill 8
Self-Check 2.1 10
Activity Sheet 2.1 10
Telephone Etiquette 11
Self-Check 2.2 16
Listening skills 17
Self-Check 2.3 19
Non-verbal communication 20
Self-Check 2.4 23
Preparation of appointment schedule 24
Self-Check 2.5 26
Lesson 2: Conduct Preliminary Services to Clients 27 Week 6-8

Professional Conduct and Ethics and Preparation 27
Self-Check 3.1 30

Workplace and Policies and Procedure 31

Self-Check 3.2 34
Endangerment Site/s 35
Self-Check 3.4 42
Draping 43
Self-Check 3.5 48
Post Test 49
Answer Keys 51
References 52

What Is This Learners’ Material About?
This learning material covers the knowledge, skills and attitudes required to
provide preliminary services to hilot wellness clients, including scheduling preparing
clients appointments and conducting preliminary services.
What Will You Learn?
Upon completion of this learners material, you must able to:
1. Schedule Clients
2. Conduct Preliminary service to client

Pre – Test
Multiple Choice
Direction: Read and analyze the statement carefully. Choose the letter of the correct
answer.
1. Which type of no- verbal communication build rapport with a stranger

A. Touch C. voice
B. Eye contact D. Posture
2. What do you call the process of exchanging messages by human beings?
A. Ethics C. Communication
B. Listening D. Consultation
3. What principles of listening recognized the other person to what they are saying
and not interrupt them?
A. Stop Talking C. Prepare yourself to listen
B. Put the Speaker at Ease D. Avoid Personal Prejudice
4. Which position means lying horizontally with the face ?
A. supine C. side lying
B. prone D. gluteal
5. Which of the following code of practices refers to gaining the trust of others and
establish a high reputation?
A. Be discreet C. Be honest and reliable
B. Be punctual D. Be polite and courteous
6. Which of the following factors considered a barrier in communication?
A. Information Overload C. Attention
B. Time Pressures D. Emotion
7. Which communication barriers below states that any message which is against
their values is not acceptedand it may be taken differently by different individuals?
A. Information Overload C. Intention
B. Perceptual and Language Difference D. Time Pressures
8. What code of ethics do you abide when you learn to handle tricky situations with
tact and diplomacy?
A. Be punctual C. Be honest and reliable
B. Be polite and courteous D. Be loyal
9. Which of the following communication skills refers to the ability to accurately
receive and interpret messages
A. Hearing C. Listening
B. Speaking D. Acting

10. What is gluteal region?

A. lower limb C. anterior buttocks
B. pelvic D. posterior buttocks
11. Which of the following is a pleasant tone of voice in a telephone conversation
A. Shout C. Speak in a very low
B. Speak clearly D. Speak very soft
12. What is posterior?
A. refers to the front C. refers to the back
B. at the side D. at the top
13. Which of the following below are skills involve in communication upon scheduling
and receiving clients, EXCEPT
A. Telephone Etiquette C. Listening Skills
B. Speaking Skills D. Personal Ethics
14. Which of the following is often said that human communication consist of
A. 93% body language while only 7% of communication consists of words
themselves.
B. 95% body language while only 5% of communication consists of words
themselves
C. 90% body language while only 10% of communication consists of
words themselves
D. 80% body language while only 20% of communication consists of
words themselves.
15.The following are techniques in locating the blockages, which is NOT?
A. Pulse Diagnosis C. Banyos
B. Raw Egg Method D. Palpation

LEARNING OUTCOME 1 – PROVIDING PRELIMINARY SERVICES

TO CLIENTS
• Communication Skill
• Telephone etiquette
• Listening Skills
• Nonverbal communication
• Prepare of Appointment schedule
Definition of Terms:
Communication - a process by which information is exchanged between individuals

through a common system of symbols signs or behavior.
Skill - the ability to use one's knowledge effectively and readily in execution or
performance
LO2.1 COMMUNICATION SKILLS
Communication skills are one of the most important qualities for becoming a
massage therapist since massage therapy is a profession that "requires constant one-
on-one contact" (Yellow Page College Directory).
Massage therapists need to listen carefully to their clients in order to understand

what they want to achieve in the massage therapy (Bureau of Labor Statistics, U.S.).
Then they can respond to clients' communication and cater to the clients' needs during

the session (Arizona Western College). In other words, we can say that communication
is the precondition which makes massage therapy work in the first place.
Good communication skills can also build trust and gain loyal clients (Arizona Western
College).
Good communication skills are also an effective way to attract new clients by
maintaining an interpersonal relationship with current customers who can refer
additional clients.
Tips for Being a Good Communicator
Keep eye contact. Lack of eye contact can be interpreted by the client as dishonesty or
nervousness, which may result in trust issues.
Maintain a light conversation. It's especially important when you are greeting the
client for the first time. Remember to smile and use light humor (no sexual or offensive
humor) if possible, to help the client relax. It's crucial to show the client your amiability
and respect.
Observe carefully. You should observe the client's behavior in order to find a better
way of communication to make them comfortable. Some clients are "friendly and open",
while others may "act guarded and distant". You should recognize the difference and
communicate with each client in the way that works for him.
Show respect. Nowadays you have more opportunities to meet people from various
cultural backgrounds. You should respect the client's cultural and religious customs no
matter how strange it may seem to you.
Develop good interview manners. State your questions clearly and precisely when
interviewing the client before the session. It's polite to allow the client to answer at his or
her own pace. Do not try to finish answering the questions for the client even if he or
she seems to be slow in answering it. Pay full attention to listen carefully to the client's
response and wait a few seconds to respond after you think the client is done.
Explain clearly. Explain clearly the procedures of the massage session to the client,
especially to people who have no former massage receiving experience, so that the
client can keep relaxed and calm. For example, where to undress, when to start the
session, and how the drape will be moved during the session (the level of body
exposure) are all important questions that clients need to know.

In order to best treat client injuries while promoting general wellness, massage
therapists require strong interpersonal and communication skills. The ability to, listen,
answer questions, and alleviate concerns is a vital part of ensuring that client needs are
being met. Communication is key to fostering a relaxing environment during massage
sessions.
Self-Check 2.1
Enumerate the tips for being a good communicator in hilot wellness massage
1.
2.
3.
4.
5.
Activity Sheet 2.1
In not more than 5 sentences, explain why is communication skills important in hilot
wellness massage?
_______________________________________________________________
____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
____________________________________________________________________.

Etiquette - is defined as the formal manners and rules that are followed in social or
professional settings.
Conversation - Expression and exchange of individual ideas through talking with other
people
LO2.2 TELEPHONE ETIQUETTE
Communication is an important part of our daily lives. Technology has changed a lot of
things, and the advent of telephone and mobile has mean that we put across our ideas
and thoughts without making an eye contact with
others.
Before picking up the receiver, discontinue any other conversation or activity such
as eating chewing gum, typing etc. that may be heard by the calling party.
Get ready for it…
• Sit up and smile Speak clearly and distinctly in a pleasant tone of voice.
• If the caller has reached the wrong person and/or department, be courteous.
Sometimes they have been transferred multiple times with a simple question.
The Greeting
• A bright, cheerful greeting will lift most people ‘s spirits and set the proper tone
for the call
• Speak clearly and at a conversational pace; softly audible

• Don ‘t mumble or race through the greeting. This can give the impression that
you don ‘t have time for the caller.
• Thank you for calling Mr. X, my name is Joanne, how may I help you today?
•
Words and Phrases That Keep Callers Cool
• Hello! I ‘m sorry to keep you waiting.

• Good morning! Thank you for waiting.
• Please, it was nice talking with you.
• I ‘am very sorry. Thank you for coming in (for calling).
• Excuse me, it’s been a pleasure to serve you.
• You ‘re welcome. I ‘d be happy to do that for you.
• May I help you? We appreciate your business.
Taking Messages
• Be prepared with pen and message slip when you answer the phone. When
taking messages be sure to ask for:
- Caller‘s name (Ask the caller to correct spelling)

- Caller‘s phone number and/or extension including code number
• Repeat the message to the caller

• Be sure to fill in the date, time and your initials
• Place the message slip in the called party‘s inbox or in a conspicuous place in
their office such as their chair.
• Don‘t forget that you can transfer them to voicemail instead of taking a paper
message, but don‘t forget to ask, ―Would you like me to transfer you to ____?
Don‘t assume that the caller would rather go to voicemail.
• Always ask first.
Why is it important?
• A customer’s first impression of your practice is formed during the first few
seconds of contact over the phone or in person.
• More than 80% of your first time customers call before coming into your practice

• It is often said that human communication consist of 93% body language …

while only 7% of communication consists of words themselves.
• Whether answering the phone or making phone calls, using the proper etiquette
is a must in order to maintain a certain level of professionalism.
• Proper etiquette leaves callers with a favorable impression of you, your
department and the practice in general.
Remember…
• That customers may have already been interacting with their telephone keypad,
and pre-recorded messages, so some of the initial impression may be out of the
hands of your agents.
• Remember that you may be the first and only contact a person may have in your
practice, and that first impression will stay with the caller long after the call is
completed.
• So the key moment is when the speaking starts. Engage the caller and get them
on your side.
• You need to lay the groundwork even before you pick up the phone
How to End Conversation Gracefully
There are several ways that you can end a long phone call without making up a story
sounding dismissive. Leave the conversation open. Promise to finish your conversation
at another time. Tell the person how much you ‘ve enjoyed speaking with him/her. As
long as you are honest and polite with other person, you should not have any problem
ending a call or moving on to something else.
Let’s Practice
It’s time to act now!
This activity aims the student to have an overview of things that may likely to happen
during a phone conversation. Let the student choose his/her partner and demonstrate
the proper ways on
taking up phone calls. Use the checklist box for reference.
Use the following pointers in observing the proper way of doing the activity.
Answer the following questions with Yes or No.

1. Get ready for it.

a. Does the student sit up straight and smiled?
b. Does he/she speak with a clear and with pleasant voice?
c. Does the students offered help to the caller like answering the
caller‘s concern?
d. Does he/she refer the caller to the right person after knowing that caller reached the
wrong person?
e. Is he/she ready with a pen and paper just in case the caller would leave messages?
f. Does he/she get the correct information given by the caller?
Smile and the world Smiles with You

There are many characteristics that come across the phone:
Body Language
- Pleasantness
- Informative
- Courteousness
- Responsiveness
Sincerity-
- Confidence
- Rate of Speech
- Smile
Good Listener
- Recall ability
- Attentiveness
Greeting
- Vocal tone
Friendliness
- Articulate
- Attitude
- Helpfulness
Posture
- Demeanor

Three Myths about Callers
1. Callers try to make things difficult.

No they don‘t, even if sometimes they do spell their name two different ways. The
Callers may not always be prepared to talk to you. They may never call your department
before. They may not know what information they need to have handy. You need to
dialogue with them. The experience should be enjoyable for both of you.
2. Callers like to complain.

Of course, there are chronic complainers- those who think everything is overpriced and
that they never get good service. And you must provide them a courteous and
professional service no
matter how difficult it might be. But most callers don ‘t like to complaining, in fact they go
out of their way to avoid it. Take time seriously when they do have problems. Be
attentive and respectful.
3. Callers expect the impossible.

What seems like an impossible request maybe due to the caller ‘s ignorance about a
situation? Offer brief explanations when possible and don ‘t assumes the caller knows
everything you do.
I ‘m sorry we have no more appointments on that day. We have a limited number of
appointment time set aside for that type of service. Callers may not always be pleased
but at least they will know the limitations you must work with. Remember most of your
practice ‘s
Callers are satisfied. But those callers don ‘t call. And since maybe with the unhappy
minority, you can get a lopsided view of what callers think and feel. Keep Callers in
perspective!
The most basic and powerful way to connect to another person is to listen. Just listen.
Perhaps the most important thing we ever give each other is our attention.
Rachel Naomi Reme

Self-Check 2.2
Multiple Choice
Direction: Choose the letter of the correct answer

_____ 1. Smile and the world Smiles With _______.
a. Us c. You
b. Others d. All
_____ 2. A pleasant tone of voice in a telephone conversation
a. Shout c. Speak in a very low
b. Speak clearly d. Speak very soft
_____3. Before picking up the receiver, __________ conversation or activity such as
eating chewing gum, typing etc. that may be heard by the calling party.
a. continues c. halt
b. discontinues d. disregard
_____4. Be prepared to have_______ when you answer the phone
a. tissue paper c. information form
b. calendar d. pen and message slip.
_____5. Below are skills involve in communication upon scheduling and receiving
clients, EXCEPT
a. Telephone Etiquette c. Listening Skills
b. Speaking Skills d. Personal Ethics
Activity Sheet 2.2

Answer the following questions:
1. What is telephone etiquette?
2. How to end conversation gracefully?
3. In taking messages, what are things you should ask for?

Skill - the ability to use one's knowledge effectively and readily in execution or
performance
Principle - a basic idea or rule that explains or controls how something happens or
works
LO2.3 Listening Skills

Listening is the ability to accurately receive and interpret messages in the
communication process. Listening is key to all effective communication, without the
ability to listen effectively messages are easily misunderstood communication breaks
down and the sender of the message can easily become frustrated or irritated. Listening
is so important that many top employers provide listening skills training for their
employees. This is not surprising when you consider that good listening skills can lead
to: better customer satisfaction, greater productivity with fewer mistakes, increased
sharing of information that in turn can lead to more creative and innovative work. Good
listening skills also have benefits in our personal lives, including greater number of
friends and social networks, improved self-esteem and confidence, higher grades at
school and in academic work and even better health and general well-being. Studies
have shown that, whereas speaking raises blood pressure, listening brings it down.
“Listening is Not the Same as Hearing”

Hearing refers to the sounds that you hear, whereas listening requires more than that: it
requires focus. Listening means paying attention not only to the story, but how it is told,
the use of language and voice, and how the other person uses his or her body. In other
words, it means being
aware of both verbal and non-verbal messages. Your ability to listen effectively depends
on the degree to which you perceive and understand these messages.

The 10 Principles of Listening

A good listener will listen not only to what is being said, but also to what is left unsaid or
only partially said. Effective listening involves observing body language and noticing
inconsistencies between verbal and non-verbal messages.
1. Stop Talking
Don't talk, listen. When somebody else is talking listen to what they are saying, do not
interrupt, talk over them or finish their sentences for them. Stop, just listen. When the
other person has finished talking you may need to clarify to ensure you have received
their message accurately.
2. Prepare Yourself to Listen

Relax. Focus on the speaker. Put other things out of mind. The human mind is easily
distracted by other thoughts – what‘s for lunch, what time do I need to leave to catch my
train, is it going to rain – try to put other thoughts out of mind and concentrate on the
messages that are being
communicated.
3. Put the Speaker at Ease

Help the speaker to feel free to speak. Remember their needs and concerns. Nod or
use other gestures or words to encourage them to continue. Maintain eye contact but
don‘t stare – show you are listening and understanding what is being said.
4. Remove Distractions
Focus on what is being said: don‘t doodle, shuffle papers, look out the window, and pick
your fingernails or similar. Avoid unnecessary interruptions. These behaviors disrupt the
listening process and send messages to the speaker that you are bored or distracted.
5. Empathize
Try to understand the other person‘s point of view. Look at issues from their perspective.
Let go of preconceived ideas. By having an open mind we can more fully empathize
with the speaker. If the speaker says something that you disagree with then wait and
construct an argument to counter what is said but keep an open mind to the views and
opinions of others.
6. Be Patient
A pause, even a long pause, does not necessarily mean that the speaker has finished.
Be patient and let the speaker continue in their own time, sometimes it takes time to
formulate what to say and how to say it. Never interrupt or finish a sentence for
someone.

7. Avoid Personal Prejudice

Try to be impartial. Don't become irritated and don't let the person‘s habits or
mannerisms distract you from what they are really saying. Everybody has a different
way of speaking - some people are for example more nervous or shy than others, some
have regional accents or make excessive arm movements, some people like to pace
whilst talking – others like to sit still. Focus on what is being said and try to ignore styles
of delivery.
8. Listen to the Tone

Volume and tone both add to what someone is saying. A good speaker will use both
volume and tone to their advantage to keep an audience attentive; everybody will use
pitch, tone and volume of voice in certain situations – let these help you to understand
the emphasis of what is being said.
9. Listen for Ideas – Not Just Words

You need to get the whole picture, not just isolated bits and pieces. Maybe one of the
most difficult aspects of listening is the ability to link together pieces of information to
reveal the ideas of others. With proper concentration, letting go of distractions, and
focus this becomes easier.
10. Wait and Watch for Non-Verbal Communication

Gestures, facial expressions, and eye-movements can all be important. We don‘t just
listen with our ears but also with our eyes – watch and pick up the additional information
being transmitted via non-verbal communication.
Self-Check 2.3
Enumerate the 10 Principles of Listening
1. 6.
2. 7.
3. 8.
4. 9.
5. 10.

Activity Sheet 2.3
In not more than 5 sentences, explain why is listening skills important?
________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
_____________________________________________________________________.

Non verbal communication - is the transfer of information through the use of gesture,
posture changes, and timing.
LO2.4 NON-VERBAL COMMUNICATION
What is body language?
While the key to success in both personal and professional relationships lies in your
ability to communicate well, it’s not the words that you use but your nonverbal cues or
“body language” that speak the loudest. Body language is the use of physical behavior,

expressions, and mannerisms to communicate nonverbally, often done instinctively

rather than consciously. Whether you’re aware of it or not, when you interact with others,
you’re continuously giving and receiving wordless signals. All of your nonverbal
behaviors—the gestures you make, your posture, your tone of voice, how much eye
contact you make—send strong messages. They can put people at ease, build trust,
and draw others towards you, or they can offend, confuse, and undermine what you’re
trying to convey. These messages don’t stop when you stop speaking either. Even when
you’re silent, you’re still communicating nonverbally.
If you want to become a better communicator, it’s important to become more sensitive
not only to the body language and nonverbal cues of others, but also to your own.
Types of nonverbal communication
The many different types of nonverbal communication or body language include:
Facial expressions. The human face is extremely expressive, able to convey countless
emotions without saying a word. And unlike some forms of nonverbal communication,
facial expressions are universal. The facial expressions for happiness, sadness, anger,
surprise, fear, and disgust are the same across cultures.
Body movement, or kinesics, include common practices like hand gestures or nodding.
Very often, body movements convey enthusiasm or excitement. For instance, we all
know someone who “talks with his hands.” However, other aspects of kinesics include
actions that we commonly perceive with nervousness or anxiety like involuntary
tremors, frequent clearing of the throat, or a shaking leg. During meetings, it’s best to
keep your hands on a table or in a gentle clasp. You want to avoid “drumming” on your
thigh or repeatedly touching your face, as these are often distracting.
Posture is critical in making a strong impression. How you stand or sit is one of the
important elements in how you are perceived by others. Someone who stands with their
back straight and head held high exudes confidence, assurance, and strength, while,
conversely, someone who is slouched or facing the floor demonstrates uncertainty,
indifference, or even weakness. To express friendliness and positivity, maintain an open
posture. Stand with your legs hip-distance apart and keep your torso exposed as
opposed to covered with your crossed arms. Keep your head raised and relax your
facial expression. A closed posture, especially crossed arms across the chest, gives the
impression of boredom or hostility.

Eye contact. Perhaps the best way to build rapport with a stranger is by maintaining
eye contact. Since the visual sense is dominant for most people, eye contact is an
especially important type of nonverbal communication. The way you look at someone
can communicate many things, including interest, affection, hostility, or attraction. Eye
contact is also important in maintaining the flow of conversation and for gauging the
other person’s interest and response.
Touch. (Haptics) We communicate a great deal through touch. Think about the very
different messages given by a weak handshake, a warm bear hug, a patronizing pat on
the head, or a controlling grip on the arm, for example.
Space. Have you ever felt uncomfortable during a conversation because the other
person was standing too close and invading your space? We all have a need for
physical space, although that need differs depending on the culture, the situation, and
the closeness of the relationship. You can use physical space to communicate many
different nonverbal messages, including signals of intimacy and affection, aggression or
dominance.
Voice. It’s not just what you say, it’s how you say it. When you speak, other people
“read” your voice in addition to listening to your words. Things they pay attention to
include your timing and pace, how loud you speak, your tone and inflection, and sounds
that convey understanding, such as “ahh” and “uh-huh.” Think about how your tone of
voice can indicate sarcasm, anger, affection, or confidence.
Physiological changes for example, you may sweat or blink more when you are
nervous, and your heart rate is also likely to increase. These are almost impossible to
control consciously and are therefore a very important indicator of mental state.
To develop a successful relationship, it’s crucial that you have not only strong speaking
skills, but also a keen understanding of nonverbal cues that accompany conversation.
Nonverbal communication is mostly emotional in nature; that is to say that it is

spontaneous and cannot be faked. Having an awareness—or even a control—of the
seven aspects of nonverbal communication will give you an advantage in business
dealings when you understand the message behind the message. [CD0416]

Self-Check 2.4
Matching Type:
Direction: Match column A to column B with the corresponding description. Write only
the letter before the number.
A B
1. Facial Expression a. It’s not just what you say, it’s how you say it
2. Voice b. being comfortable during conversation
3. Space c. a warm bear hug
4. Eye contact d. the best way to build rapport with a stranger
5. Touch e. it is how you stand or sit
6. Body movement f. body movement
7. Posture g include like hand gestures or nodding.
8. kinesics h. nonverbally signal used to communicate
9. Body language i. communication through touch
10. Haptics j. communication
k. able to convey countless emotions without
saying a word.
Activity Sheet 2.4
In not more than 5 sentences, why does nonverbal communication matter?
________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
_____________________________________________________________________.

Appointment – an arrangement for a meeting at a particular time and pace.
Client - a customer or someone who receives services
LO2.5 Prepare of Appointment Schedule

A good service begins with good communication. Preparing appointment
schedule provide a few details about your concern so that a proper length of time can
be scheduled. It is important because they are your clients only resource for using your
services. Without good appointment-making policies it is very easy to overbook your
staff, creating long, exhausting wait times for your clients. Keeping your appointments
neat and organized is the best way to ensure that your client is taken care properly.
How to Book Clients
Manual Appointment simple way to keep your appointment organized.
STEP 1: Prepare appointment cards (do this exactly). Each card represents an
appointment slot with
Your Name _______________________________
Your Concern _____________________________
Your Email _______________________________
Your Phone ______________________________
Your Chosen Appointment Timeslot ___________
STEP 2: Prepare the Collection Box
Find or make an attractive, professional looking bag or box with an
opening on the top. This will serve as your appointment collection box.

STEP 3: Getting the Appointments
STEP 4: Confirm Appointments with Text and Email appointment reminders. Utilizing an
appointment reminder software system will improve upon the number of on time and
kept appointments
STEP 5: Create a client waiting list. Last minute cancellation may be frustrating,
however with a client waiting list, you are armed and ready when this unfortunate event
occurs.
You can also book the clients appointment through telephone. When making an
appointment you should give the person your name and reason for wanting an
appointment. You should also ask the amount of time the appointment will take and if
you should expect a wait time prior to the appointment. Be sure to ask about
cancellation policies and procedures.
With new advance technology online scheduling for your appointment book are also
available. This is convenient and effective way to track of every appointment. It is an
excellent alternative to other appointments scheduling method, because clients manage
their own appointments. Practices of scheduling anytime and anywhere with internet
access is greater convenience for both practice and provider.
Confirming an Appointment.
Always make sure that you confirm appointments when you make them. Be sure to
confirm the appointment by repeating the date and time. This should be one of the last
things you do prior to ending the conversation. When using online, you should
immediately confirm the appointment once it is scheduled.

Self-Check 2.5
In not more than 5 sentences, why is appointment scheduling important?
________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
_____________________________________________________________________.
Activity 2.5
1. How to book clients appointment manually? Make a sample of appointment card
2. What are the ways of scheduling client’s appointment?

LEARNING OUTCOME 3 – CONDUCT PRELIMINARY SERVICES
TO CLIENTS
• Professional Conduct and Ethics and Preparation
• Workplace and Policies and Procedure
• Endangerment Sites
• Draping
• Scanning
Definition of Terms
Conduct – the manner in which a person behaves in a particular occasion.

LO3.1 Professional Conduct and Ethics and Preparation
Ethics refers to the standards and conduct of behavior of an individual or professional

group. Massage therapists must undergo a course of reputable training to enable them
to acquire the understanding and skills necessary to carry out safe and effective
treatment. In addition, they must consider their standard of behavior in relation to
colleagues, clients and the general public.

A high standard of professional conduct will gain the confidence of clients and establish
an excellent reputation, which is the basis for success. Abide by the following code of
practices:
1. Look professional. Be clean, neat and tidy.

2. Be punctual. Keep appointments, do not cancel at the last minute. Always be on time
for work.
3. Be discreet and refrain from gossip. Remember that clients often confide personal
problems during consultation. These facts and all personal details must be treated with
the utmost confidentiality. Do not repeat information or gossip to colleagues or others.
4. Be loyal to your employer and colleagues. Create a friendly working relationship with
all.
5. Be honest and reliable. This will gain the trust of others and establish a reputation
6. Do not make false claims for treatments. Explain the benefits fairly. Be honest when
advertising.
7. Speak correctly and politely to everyone. Do not use improper language. Consider
the manner in which you answer or speak on the telephone. Be competent, helpful and
pleasant.
8. Be polite and courteous at all times. There will be difficult clients to deal with – learn
to handle tricky situations with tact and diplomacy.
9. Know and abide by legal requirements and local authority by-laws, rules and
regulations for conducting your business.
10. Keep up to date with new theories, techniques and treatments.
11. Attend courses on a regular basis and keep in touch with other professionals in your
field.
12. Always practice the highest standards of personal and salon hygiene.
Professional Conduct, Ethics and Preparation

Do your utmost to deliver the most effective treatment suited to the needs of the client.
Organize yourself and your business to ensure a smooth running, efficient service for
the benefit of all concerned.
Communication Process It is defining as simply the exchange of messages by human

beings. It is the transmission of ideas from the sender to the receiver through channels.
Communication is not complete if there is no feedback or response from the receiver
back to the sender.

Segments in the Communication Process

The exchange of feelings and attitude in the communication process is known as
interpersonal communication.
- As the communication process continues, it becomes a communication cycle.
Communication Barriers
1. Perceptual and language differences. Any message which is against their values is
not accepted. A same event may be taken differently by different individuals. Perception
is generally how each individual interprets the world around him. All generally want to
receive messages which are significant to them.
2.Information Overload Managers are surrounded with a pool of information. It is
essential to control this information flow else their formation is likely to be misinterpreted
or forgotten or overlooked. As a result, communication is less effective.
3. Intention. At times we just not listen, but only hear. For example, a traveler may not
pay attention to one ―NO PARKING‖ sign, but if such sign is put all over the city, he no
longer listen to it.
4. Time Pressures Often in organization the targets have to be achieved within a
specified period of time, the failure of which has adverse consequences. In a haste to
meet deadlines, the formal channels of communication are shortened or messages are
partially given, i.e. not
completely transferred. Thus sufficient time should be given for effective
communication.
5. Distraction/Noise. Communication is also affected a lot by noise to distractions.
Physical distractions are also there such as, poor lighting, uncomfortable sitting,
unhygienic room also affects communication in a meeting
6. Emotions While he takes differently if the communicator is happy and jovial, in that
case the message is interpreted to be good and interesting. Emotional state at a time
also affects communication. If the receiver feels that communicator is angry, he
interprets that the information being sent is very bad.

Self-Check 3.1
answer.
_____ 1. It is often said that human communication consists of

a. 93% body language while only 7% of communication consists of words themselves.
b. 95% body language while only 5% of communication consists of words themselves
c. 90% body language while only 10% of communication consists of words themselves
d. 80% body language while only 20% of communication consists of words themselves.
_____ 2. It is defined as the exchange of messages by human beings.
a. Communication Process c. Communication Standards
b. Communication Problem d. miscommunication
_____ 3. As the communication process continues, it becomes a Communication ____.
a. cycle c. routine
b. stroke d. requirement
_____ 4. Create a friendly working relationship with _______.
a. colleagues c. clients
b. manager d. all
______5. Factors considered a barrier in communication.
a. Information Overload c. Attention
b. Time Pressures d. Emotion
.
Activity 3.1
Enumerate the code of ethics that a massage therapist must follow.

1.
2.
3.
4.
5.
6.
7.
8.
9.
10

Workplace – a place where someone perform their tasks.
Safety – the condition of being protected from harm or other no desirable outcomes
LO3.2 Workplace and Policies and Procedures

Health and safety is about preventing any person sustaining injury, being harmed in any
way or becoming ill at work. It involves following correct, safe procedures and taking
every possible precaution to protect everyone in the workplace.
Health and safety laws and regulations apply to everyone whether they are employers,
managers, employees, self-employed, full- or part-time, paid or unpaid workers. Health
and safety issues refer to hazards and risks in the workplace and how to eliminate
them.
Observe Health and Safety Procedures in Wellness Massage
Health and Safety Procedures in Wellness Massage

All health care practitioners must follow all public health and safety regulations to
ensure the protection and well-being of each patient. Massage therapists are no
exception. Client welfare is the foundation of an ethical and professional practice for the
massage practitioner. Creating and defending a secure environment for our clients to
receive treatment ultimately is based on the practitioners' routines in the clinic, office or
spa. These healthy habits prevent accidents from taking place.
Observe Policies and standards of the Workplace

Health, Safety and Welfare Regulations Applicable to the Massage/Beauty Therapist
The Workplace (Health, Safety and Welfare) Regulations 1992 this regulation covers
health, safety and welfare in the workplace. Workplace means any place where people
are employed or are self-employed; it includes the outdoor areas such as paths, etc.
Health issues under this Act include:

A.) Adequate Ventilation Premises must be well ventilated, removing stale air and
drawing in fresh clean air without draughts.
B.) Comfortable Working temperature

It is difficult to select the temperature to suit everybody: around 16°C is recommended.

The temperature should be comfortable for working but the client will usually be inactive
and may feel cold; make sure that she/he is also warm enough.
E) Waste
Waste must be stored in suitable, covered bins and disposed of in accordance with
regulations. Disposable needles must be placed in a ‗sharps box‘ for collection.
F) Adequate Space for Working Cubicles containing a couch, trolley, chair, stools and
waste bin should be large enough for the therapist and client to move around easily.
There should be adequate space for all staff to move around easily in the salon without
having to negotiate obstacles.
G. Maintenance of Equipment
Everything in the workplace, the equipment and systems, should be maintained in
efficient working order. If a fault occurs in any machine or other equipment, it must be
taken out of use immediately. It must be clearly labelled ‗FAULTY, OUT OF USE ‘and
stored away from the working area. The fault must be reported, and the appropriate
action taken to repair it.
H. Floors and Traffic Routes

a. Floors should be sound and even, with a non-slippery surface and must be kept free
of obstacles. Any spillages such as water, oil, powder etc, should be wiped up
immediately because they will make the floor slippery, which may result in someone
slipping and falling.
b. Doors should be wide enough for easy access and exit; stairs should be sound and
well lit. A handrail should be provided on at least one side of the stairs.
Falls and Falling Objects

a. Every effort must be made to prevent anyone falling on the premises.
b. Sound, even, non-slip floors will help. Leads should not trail across the floor but
should lie along the wall; stools and bins should be stored under couches; other
equipment must not be left around but must be stored correctly.
Every effort must be made to prevent objects falling and injuring people. Storage
shelves must be checked regularly and examined for any damage that may weaken
them.
d. Objects should be stored and stacked safely in such a way that they are not likely to
fall. Shelves should not be overloaded and should have maximum load notices.
J) Windows
These should be clean and open easily. Ensure that people cannot walk into them if
they are open.

K) Sanitary Conveniences Toilets and washing facilities should be available to all

persons. These rooms should be clean (cleaned and disinfected regularly), well lit and
ventilated. There should be hot and cold running water, soap (preferably in a
dispenser), and drying facilities such as paper towels or dry air machines (to prevent the
spread of micro-organisms).
L. Drinking Water
An adequate supply of fresh drinking water must be provided, either direct mains water,
a chilled water dispenser or bottled water.
M) Changing Rooms
These rooms must be clean, suitable and secure, where outer garments can be
removed and uniforms put on. Changing rooms are also desirable for clients although
the cubicles too may be used if privacy for the user can be ensured.
Facilities for Resting and Eating

Food and drink should not be consumed in the treatment cubicles or in the salon. A
clean room should be allocated for eating. Adequate comfortable chairs should be
provided as well as a table or tables on which to place food and drink.
5’s Methodology
It is important to consider safety measures in the workplace. It is not the result of
cleaning up once a week or even once a day. It is the result of keeping the workplace
cleaned-up all the time. It is an essential factor in a good safety program, promoting
safety, health production and morale. Besides preventing accidents and injuries, good
housekeeping saves space, time and materials. When a workplace is clean, orderly,
and free of obstruction, work can get done safely and properly. Workers feel better,
think better, do better work, and increase the quantity and quality of work. Japanese
companies innovated a productivity philosophy called -5 S which stands for five
Japanese words that refer to a methodology not only for cleaning, but for business. The
5S methodology is all about eliminating waste, speeding up daily tasks, and improving
the quality of the workplace. You can use the 5S methodology to help you organize your
tasks at the end of every working day.
1. Shitsuke (Self –Discipline) – this process involves extensive training for
workers to perform their duties for proper practices and policies in their
workplace.
2. Seiri (Sort) – This is a process for identifying whether certain items are
needed, and those that are needed are immediately discarded to use space
effectively.
3. Seiso (sweep) – this is a process for keeping everything in the workplace
clean. Always keep equipments in full working order so that it can be used at
anytime.

4. Seiton (systemize) – this is a process for sorting tools and parts in an order
that facilitates their use.
5. Seiketsu (standardize) – this is a process for maintaining the seiri, seiton,
and seiso conditions in an effort to prevent every possible problem from
occurring. It is also a process for keeping your workplace clean by classifying
everything and eliminating unnecessary items.
Self-Check 3.2
Direction: Supply the answer.

5‘s Methodology in Japanese words
1.
2.
3.
4.
5.
Activity Sheet 3.2

Direction: Put a check (√) mark if the statement is correct and a Cross (X) mark if
incorrect. Write your answer on a quiz notebook.
_____1. Toilets and washing facilities should be unclean and disinfected regularly.
_____2. Workplace must be well ventilated.
_____3. The therapist should ensure there is enough space to walk around the bed and
work from all sides, and that there is room for a trolley with commodities, and a stool.
_______4. Shelves should not be overloaded and should have maximum load notices.
_____5. Waste must be stored in suitable, uncovered bins and disposed of in
accordance with regulations.
_____6. The 5S methodology is all about eliminating waste, speeding up daily tasks,
and improving the quality of the workplace.
_____7. Food and drink should be consumed in the treatment cubicles.
_____8. Doors should be wide enough for easy access and exit
_____9. The equipment and systems should be maintained in efficient working order.
_____10. 5 S which stands for five Japanese words that refer to a methodology only for
cleaning.

Anterior (ventral) – refers to the front

Posterior (dorsal) – refers to the back
LO3.3Endangerment Sites
Endangerment Site/s are anatomical structures that are not well protected and therefore
prone to injury, in which hilot is carefully done. These are the areas on the body where
deep, sustained pressure should not be done because nerves and / or blood vessels
travel in the area.
Skeletal System - It is the internal framework of the body. It is composed of around 300
bones at birth – this total decrease to 206 bones by adulthood after some bones have
fused together.
The human skeleton can be divided into the axial skeleton and the appendicular
skeleton.

Human Skeletal System Organs – The most important organ of the skeletal system is
the bones; Ligaments and joints, tendons cartilage
The six main functions of the skeletal system

- Support - provides structural support for the entire body.
- Protection- surrounds soft tissue
- Movement - skeletal muscle is attached to bone so it pulls on the
bone when it contracts.
- Homeostasis - is the process which the body is able to maintain a
state of stable physiological balance or basically maintain
equilibrium.
- Blood cell production
- Storage of minerals
Muscular System - It is an organ system consisting of skeletal, smooth and cardiac

muscles.
It permits movement of the body, maintains posture, and circulates blood throughout the
body.
The muscular system is responsible for the movement of the human body. The number
of muscles in our body varies from around 640 to 850.
Parts of the Muscular System

The muscles of the body are divided into three main types:
Skeletal muscle - This type of muscle creates movement in the body.
Cardiac muscle is involuntary muscle. This type makes up the walls of the heart and
creates the steady, rhythmic pulsing that pumps blood through the body from signals
from the brain.
Smooth muscle makes up the walls of hollow organs, respiratory passageways, and
blood vessels. Its wavelike movements propel things through the bodily system.
Without muscle, humans could not live. The primary job of muscle is to move the bones
of the skeleton, but muscles also enable that heart to beat and constitute the walls of
other important hollow organs.

Locations of Endangerment Sites
Eyeball the round part of the eye of a vertebrate, within the eyelids and socket. In
mammals it is typically a firm, mobile, spherical structure enclosed by the sclera and the
cornea.
Anterior and posterior triangle of neck the triangular space in front of this muscle is
called the anterior triangle of the neck; and that behind it, the posterior triangle of the
neck. The anterior triangle is further divided into muscular, carotid, submandibular and
sub mental and the posterior into occipital and subclavian triangles.
Axillary Pertaining to the armpit, the cavity beneath the junction of the arm and the
body.

Abdominal Relating to the abdomen, the belly, that part of the body that contains all of
the structures between the chest and the pelvis. The abdomen is separated
anatomically from the chest by the diaphragm, the powerful muscle spanning the body
cavity below the lungs.
Inguinal or femoral The inguinal ligament (Poupart's ligament or groin ligament) is a

band running from the pubic tubercle to the anterior superior iliac spine. Its anatomy is
very important for operating on hernia patients.
Popliteal (alak-alakan) Referring to the back of the knee. For example, the popliteal
fossa is the hollow behind the knee.

Elbow/antecubital the cubital fossa or elbow pit is the triangular area on the anterior
view of the elbow of a human or other hominid animal. It is also called
the antecubital fossa because it lies anteriorly to the elbow (Latin cubitus) when in
standard anatomical position.
Low back (floating ribs/kidneys) one of the last two ribs. A rib is said to be "floating"
if it does not attach to the sternum (the breast bone) or to another rib. There are usually
12 pairs of ribs in all. Each pair of ribs is attached to the building blocks of the spine (the
vertebrae) in the back.

Spinal column A series of contiguous or interconnecting bony or

cartilaginous segments that surround and protect the spinal cord.
Joint a point at which parts of an artificial structure are joined.

Endangerment sites sturctures vulnerable to pressure where care must be taken when
using compressive or percussion techniques.
Wellness massage must always be given to bring about improvement, either of

specific conditions, or the general well-being of each client. Client should always feel

that the treatment is beneficial and helping them to achieve their desired results. It
should never be given if there is any risk of harming the client or making any condition
worse. Working safely with hilot wellness massage techniques you must know the
contraindication/s and endangerment sites, visually locate and assess the extent of any
bruising, rash or irritation, recent surgical scar or traumatic injury and other medical
status of the client. Always involve the client in setting the boundaries for tolerance
during high pressure techniques.
Self-Check 3.3
Direction: Enumerate the endangerment sites for massage
1.
2.
3.
4.
5.
Activity Sheet 3.3
Direction: Answer the following questions.
1. Locate the endangerment sites on yourself and another student or family member.
2. Research each of the condition listed in the picture of endangerment sites.
3. How you will achieve safe and effective hilot wellness massage services.

Bolsters - a ready-made bolsters and/or pillows and/or rolled up towels. Have a mixture
of sizes to accommodate your clients’ requirements.
Gluteal region – refers to general region of the posterior buttocks, lying external to the
pelvic cavity.
Prone position – is a body position in which the person lies flat with the chest down
and the backup.
Supine position – means lying horizontally with the face as opposed to the prone
position
LO3.4 DRAPING
Draping it allows you to remain covered and warm while still getting the therapy or
relaxation you need. It is the technique of uncovering only the part of the body that is
being worked on during a massage. Draping allows you to be totally nude underneath a
sheet or towel and feel safe, warm, and unexposed. It also gives the massage therapist
the freedom to massage all parts of the body without being encumbered by clothing.
Using draping, the massage therapist only works on the part of the body that is
exposed—your back, one arm or one leg, for instance, while the rest of the body is
covered. Your private parts are always concealed. That way, the therapist maintains a
professional and ethical practice while avoiding embarrassment to the client or herself.
If working in hot climates, use sheets instead of towels. Ensure sheets are not
transparent – use percale or Egyptian quality sheets.
Draping Guidelines
Bolstering using ready-made bolsters and/or pillows and/or rolled up towels. Have a
mixture of sizes to accommodate your clients’ requirements. Always ask clients if they
want support bolsters under the hips/abdomen especially if the client suffers with low
back pain (LBP), under the ankles and knees.

Prone Position
Posterior Leg Fold the top section of the drape across the back, leaving the
gluteal exposed. With practice, this draping can be accomplished in three moves
and provides a clean line for the application of spa products from the toes to the
top of the posterior superior iliac spine (PSIS).

Gluteal Drape
a. Uncover the back and fold the drape down to the gluteal cleft.
b. Grasp the folded edge of the main drape and the bottom edge of the hand towel
or pillowcase.
c. As the main drape is pulled down to expose the gluteal, the hand towel or pillow
case replaces it.
d. Tuck the bottom of the gluteal drape between the legs, leaving a safe distance
between the tucking hand and the genitals.
e. Fold the edges of the gluteal drape to create clean lines for product application.
REMINDER BEFORE you massage the gluteal you must have client consent.
Massaging the gluteal must have relevance to the treatment plan.
Remove all bolsters before turning. Form a tent shape with draping so the clients
can move easily and comfortably. Clients should turn with their backs to you –
this is a safety measure. Clients with a shoulder or hip issue should not turn onto
that side. Ask elderly clients to turn slowly – onto their side – then onto their back
... or the other way if turning from supine to prone.
Turban Drape This type of drape protects the client ‘s hair from spa products
and prevents heat loss during a treatment.

Anterior Leg
a. Gather the drape at the anterior superior iliac spine (ASIS) and at the
ankle.
b. Fold the bottom section of the drape at an angle across the
c. opposite leg using the upper hand to hold the drape at the ASIS as
a pivot points.
d. With the lower hand, grab the fold of the drape and tuck it under
the opposite thigh.
e. d. Fold the top section of the drape across the belly, leaving the ASIS
exposed.
Breast Drape Align the top edge of the main drape with the bottom edge
of a hand towel or pillowcase. As the main drape is pulled down, the hand
towel or pillowcase becomes a breast drape and takes its place.

Anterior Pelvic Drape After the breast drape is in place, continue to pull
the main drape down until the abdominal muscles are uncovered. Align the
fold of the main drape with the bottom edge of a hand towel or pillowcase. As
the main drape is pulled down, the hand towel or pillowcase will become a
pelvic drape. Tuck the bottom section of the pelvic drape between the legs
leaving a safe distance between the tucking hand and the genitals.
Side Lying Position Tuck the draping into the leg of the undergarment.
Lift the knee and pull the draping through from the midline to rest under
the knee that is uncovered (to anchor the draping). Re-cover the entire leg
and foot on completion of the leg massage.

Draping Techniques/Towel management
Full Sheet Draping to cover whole body with linen or towel; to provide extra warmth
and comfort.
Half Sheet Drape is an alternative for covering half part of the body.
Contour / Diaper Draping to cover the private part of the client using towel / linen.
The therapist must leave the room before the client undresses and before the client gets
up from the table at completion of the massage. If assistance is requested by the client,
only remain in clinic room to assist the client on and off the table
Use a clean, dry set of linen for every client. Clients must leave underpants on. Draping
techniques should be proficient - minimize the amount of adjusting. Only uncover the
area you are working on. Only massage to the edge of the draping.
Self-Check 3.4
True or False
Direction: Write T if the statement is True and write F if the statement is false.
1. The therapist must leave the room before the client undresses and before the
clients get up.
2. Uncover the area your are not working on during massage
3. Diaper draping cover the private part of the client using towel.
4. Draping it allows you to remain uncovered and warm while still getting the
therapy
5. Before you massage the gluteal you must have client consent.
Activity Sheet 3.4
Answer the following questions.
1. What is draping?
2. Why bolstering is so important in massage?
3. What is gluteal area?

Post Test
Multiple Choice
answer.
1. Which of the following define as the exchange of messages by human beings.

A. Communication Process C. Communication Standards
B. Communication Problem D. miscommunication
2. Which of the following is term for communication through touch
A. kinesics C. facial expression
B. haptics D. eye contact
3. What factors considered as a barrier in communication?
A. Information Overload C. Attention
B. Time Pressures D. Emotion
4. What 5’s methodology is the process for maintaining the seiri, seiton, and seiso
A. standardize C. sort
B. self-discipline D. sweep
5. What is the translated English word for seiri ?.
A. safety C. self-discipline
B. sweep D. sort
6. Which of the following technique use a large towel or sheet to keep you covered
while you ‘re getting a massage.
A. bolstering C. draping
B. massaging D. covering
7. What must be prepared when you answer the phone?
A. Tissue Paper C. Calendar
B. Pen and Message Slip D. Information Form
8. Why application of banana leaves in the body should be beneficial?
A. Contains positive and negative ions to attract and detect the nodules in the body.
B. Cheaper than the other leaves.
C. Availability of the banana leaves.
D. All of the above.
9. Which methods of scanning used a whole raw egg that run throughout the different
body areas, after which the egg is broken over a plate and the hilot is able to diagnose
the location of the energy blockage?
A. Raw Egg Method C. Taal Stone
B. Cellophane and Empty Bottles D. Hilod

10. What is the recommended size of banana leaves?

A. Length: 12 inches; Width: 3 inches
B. Length: 10 inches; Width: 6 inches
C. Length: 9 inches; Width: 8 inches
D. Length: 11 inches; Width: 1 inch
11. Which of the following is NOT endangerment sites of the body?
A. Back of the Knee C. Head
B. Eyes D. Elbow
12. Why draping is important during the hilot wellness?
A. Ensure the privacy of the client.
B. Maintain the body temperature.
C. Protection and comfort.
13. What is palpation?
A. Identify the lumps, knots and tenderness.
B. Started with parts of the body where the patient feels pain.
C. Hands should be sensitive to identify “ lamig”.
14. What do you call a method of draping that protects the client‘s hair from spa
products and prevents heat loss during a treatment?
A. Turban Drape C. Breast Drape
B. Neck Drape D. Gluteal Drape
15. Which of the following is NOT a proper way to end conversation gracefully?
A. Leave the conversation open
B. Tell the person how much you’ve enjoyed speaking with him / her
C. Promise to finish your conversation at another time
D. End a long phone call with making up a story sounding dismissive

Answer Key
Pre-Test Post Test
1. B 1. A
2. C 2. B
3. A 3. A
4. A 4. A
5. C 5. D
6. A 6. C
7. B 7. B
8. B 8. D
9. C 9. A
10. D 10.A
11. B 11. C
12. C 12. D
13. D 13. D
14. A 14. A
15. C 15. D

References:
Lecture from Hilot Wellness Massage NC II Training: Trainor Mr. Rhime Ibarra
K to 12 Education Program TECHNOLOGY AND LIVELIHOOD EDUCATION

HOME ECONOMICS Wellness Massage GRADE10
https://www.verywellmind.com/types-of-nonverbal-communication-2795397
http://plaza.ufl.edu/ltji/massage-profession/communication-skills.html
https://www.skillsyouneed.com/ips/nonverbal-communication.html
https://massagemyotherapy.com.au/Tenant/U0000012/00000001/PDF/Polices%
20and%20Procedures/AAMT%20Draping%20Brochure%20-%202014.pdf

G10 2nd Quarter Hilot Wellness

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G10 2nd Quarter Hilot Wellness

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TANZA NATIONAL TRADE SCHOOL

GRADE TECHNICAL-VOCATIONAL DEPARTMENT

HILOT WELLNESS MASSAGE

Compiled By: TVE Cosmetology Teachers

LM – HILOT WELLNESS MASSAGE/GRADE 10 1

LM – HILOT WELLNESS MASSAGE/GRADE 10 2

TABLE OF CONTENTS Page/s Duration/Date

What is This Learners’ Material About? 5

What Will You Learn? 5

Lesson 2: Conduct Preliminary Services to Clients 27 Week 6-8

LM – HILOT WELLNESS MASSAGE/GRADE 10 3

Workplace and Policies and Procedure 31

LM – HILOT WELLNESS MASSAGE/GRADE 10 4

What Is This Learners’ Material About?

What Will You Learn?

Upon completion of this learners material, you must able to:

2. Conduct Preliminary service to client

LM – HILOT WELLNESS MASSAGE/GRADE 10 5

1. Which type of no- verbal communication build rapport with a stranger

LM – HILOT WELLNESS MASSAGE/GRADE 10 6

10. What is gluteal region?

LM – HILOT WELLNESS MASSAGE/GRADE 10 7

LEARNING OUTCOME 1 – PROVIDING PRELIMINARY SERVICES

Communication - a process by which information is exchanged between individuals

LO2.1 COMMUNICATION SKILLS

Massage therapists need to listen carefully to their clients in order to understand

LM – HILOT WELLNESS MASSAGE/GRADE 10 8

Tips for Being a Good Communicator

LM – HILOT WELLNESS MASSAGE/GRADE 10 9

Activity Sheet 2.1

LM – HILOT WELLNESS MASSAGE/GRADE 10 10

LO2.2 TELEPHONE ETIQUETTE

Get ready for it…

LM – HILOT WELLNESS MASSAGE/GRADE 10 11

Words and Phrases That Keep Callers Cool

• Hello! I ‘m sorry to keep you waiting.

- Caller‘s name (Ask the caller to correct spelling)

• Repeat the message to the caller

LM – HILOT WELLNESS MASSAGE/GRADE 10 12

• It is often said that human communication consist of 93% body language …

How to End Conversation Gracefully

LM – HILOT WELLNESS MASSAGE/GRADE 10 13

1. Get ready for it.

Smile and the world Smiles with You

LM – HILOT WELLNESS MASSAGE/GRADE 10 14

Three Myths about Callers

1. Callers try to make things difficult.

2. Callers like to complain.

3. Callers expect the impossible.

Rachel Naomi Reme

LM – HILOT WELLNESS MASSAGE/GRADE 10 15

Direction: Choose the letter of the correct answer

Activity Sheet 2.2

LM – HILOT WELLNESS MASSAGE/GRADE 10 16

LO2.3 Listening Skills

“Listening is Not the Same as Hearing”

LM – HILOT WELLNESS MASSAGE/GRADE 10 17

The 10 Principles of Listening

2. Prepare Yourself to Listen

3. Put the Speaker at Ease

LM – HILOT WELLNESS MASSAGE/GRADE 10 18

7. Avoid Personal Prejudice

8. Listen to the Tone