Client Relations and Behavioral Coaching

Question 1

Tips to enhance communication:

Answer 1

• Use good body language.
• Explain important policies,
procedures, and expectations to the
client.
• Be sensitive to clients’ feelings;
connect emotionally.
• Use positive communication;
encouragement, support, positive
reinforcement.
• Greet clients with a hello, a
handshake, and a smile.

Question 2

Non-verbal communication considerations

Answer 2

What someone is thinking or feeling is reflected in body language and facial expressions.

Humans are programmed to notice small changes in physical appearance, posture, gestures, and
body position in other people.

Question 3

Active listening

Answer 3

having an attitude and genuine interest in seeking a client’s perspective

Question 4

Closed-ended (directive) questions

Answer 4

can be answered in one word; yes or no

Question 5

Open-ended (nondirective) questions

Answer 5

allow clients to give more information.

Question 6

Reflecting

Answer 6

repeating back to the client the meaning of what was just heard

Question 7

Summarizing

Answer 7

series of reflections to show depth of listening

Question 8

SMART: Specific

Answer 8

Clearly defined so anyone can understand the intended outcome

Question 9

SMART: Measurable

Answer 9

If a goal is not quantifiable, a client can not manage it.

Question 10

SMART: Attainable

Answer 10

Challenging, but not extreme

Question 11

SMART: Result

Answer 11

Must be something the client is both willing and able to work toward

Question 12

SMART: Time

Answer 12

Specific date of completion; realistic but not too far in the future

Question 13

Self-confidence

Answer 13

building clients’ confidence leads to

increased exercise adherence.

Question 14

Motivational interviewing

Answer 14

collaborative, person centered form of coaching to elicit and strengthen motivation for change

Question 15

Autonomy-supportive coaching

Answer 15

creating an environment that emphasizes self-improvement, rather than beating others (direct competition)

Question 16

Prompting

Answer 16

using cues to initiate behavior

Question 17

Contracting

Answer 17

written statements outlining behaviors and consequences for fulfillment.

Question 18

Cognitive-behavioral approaches

Answer 18

association and dissociation techniques, positive self-talk, psyching up, imagery, social support.

Question 19

Intrinsic approach

Answer 19

emphasize internal enjoyment and fun of exercise, not just goal completion

Question 20

Instrumental support

Answer 20

tangible, practical factors necessary to help a person achieve a goal

Question 21

Emotional support

Answer 21

expressed through encouragement, caring, empathy, and concern

Question 22

Informational support

Answer 22

directions, advice, and suggestions from the professional.

Question 23

Companionship support

Answer 23

the availability of family and friends to exercise together

Question 24

Psychological Response to Exercise

Answer 24

Exercise has been shown to:

• Promote positive mood, reduce stress, improve sleep, and reduce depression and anxiety.

Question 25

Barriers to Behavior Change

Answer 25

Common barriers:

• Time, unrealistic goals, lack of social support, social physique anxiety, convenience

Question 26

Client Expectation Management

Answer 26

Before the end of the initial session, discuss…

• …whether clients have everything they need, are ready to begin, or need more information.
• …the clientele of the facility and how to fit in.
• …what clothing is appropriate for exercise.
• …the effect of other exercisers on their behavior (social facilitation).