Know

Ethics

Ethics refers to the standards and conduct ofbehavior 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
high 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 defines 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
individual’s 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 the information 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

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 meant
that we put across our ideas and thoughts without making an eye contact with
others.

Glittering Ideas

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‘m 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.

Remem REMEMBER

 That customers may have already been interacting with their telephone
key pad, 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.