Unit 2 - Know How To Support Clients

Question 1

Explain relationships.

Answer 1

a relationship exists where the actions of one person will have an effect on another person or group of people’.

Question 2

Why is maintaining an effective relationship with clients important?

Answer 2

Because it promotes exercise adherence

Question 3

What does a professional relationship with a client involve?

Answer 3

professional relationships will flourish if they contain these characteristics:
• mutual respect
• trust
• good communication
• rapport
• feelings of safety and security
• ethical standards

Question 4

How do you develop and maintain the relationship with your client?

Answer 4

The three main aspects will be communicating well, contacting oneself well,
Respecting boundaries and barriers.

Question 5

Areas to consider when looking at effective communication

Answer 5

Listening and good observation skills such as non verbal communication ie facial expressions, tone of voice, body posture, eye contact.

Question 6

Which areas should be looked at when considering how best to engage a client?

Answer 6

• Appropriate non verbal behaviour: regular eye contact, nodding, leaning forward, etc. Signalising interest.
• accepting the clients perspective: suspend judgment and accept the validity of the clients view.
• demonstrating empathy: active listening, making sense of it and feeding back to client.
• providing support: showing concern and willingness to help, recognising and praising any positive coping strategy

Question 7

Give examples for facilitating words

Answer 7

Yes. Sure. Go on

Question 8

What is paraphrasing and summarising?

Answer 8

The instructor uses their own words to state their understanding of what the client is saying. Such paraphrasing aids listening and indicates to the client a level of interest and concern. Summarising the information given will have similar benefits and provides the client with the opportunity to add to, disagree with or confirm the information given within the summary.

Question 9

Why is clarifying important?

Answer 9

The instructor should not assume having understood what the client meant but make sure with questions like what do you mean? Also his terminology should not confuse, frighten or lead to misinterpretation

Question 10

Use of silence, explain

Answer 10

Give clients time to find the right words and avoid jumping in to help them out. Unearthing what really concerns the client is important. A silence can be useful in giving the client time to reflect on what has been discussed, to voice their opinion or to ask questions.

Question 11

Why give reasons for your questions?

Answer 11

The instructor may need to indicate why they are pursuing a particular line of enquiry particularly when discussing sensitive issues or the relevance of a subject is not obvious.

Question 12

Should you use jargon when communicating with clients?

Answer 12

No, Using overly technical or medical jargon can both frighten and confuse clients and should be avoided unless they are an advanced client and recognise the terms being used.

Question 13

When it comes to presenting oneself, what should be folly?

Answer 13

Clothing and grooming to be consistent, clothing clean and ironed.
To Be punctual and reliable. Tardiness shows a lack of care.
Integrity means being honest and living by a high moral code.
Walk the talk: it is important to live by the message that is preached.

Question 14

Explain about boundaries and barriers.

Answer 14

A violation of boundaries may occur when accepting a gift or invitation to a social event or giving a hug on clients success. Boundaries should be set from the start and written down, allowing client and instructor to understand their roles and limits.

Question 15

Name 14 points that will form a positive relationship and make immediate impact.

Answer 15

Be professional: set high standards to gain confidence and establish a sound reputation
Be patient, compassionate and sensitive 
Be punctual and reliable
Be enthusiastic 
Have sense of humour
Be motivational
Be approachable
Be self-confident
Have integrity 
Develop communication skills
Be organised
Become a role model
Be adaptable
Be empowering

Question 16

What is the meaning of ethical responsibility?

Answer 16

“…do nothing that will harm the client or society”

Question 17

Name some communication skills

Answer 17

Active listening, tonality and language and body language

Question 18

Name the 9 main principle ethical codes.

Answer 18

• professional action shall bring no harm to clients
• clients have the right to choose their own direction
• be faithful to clients, the profession, the employing organisations and ultimately to yourself
• be just and fair to all clients, thereby ensuring non-discriminatory professional actions
• be of benefit to clients by promoting their welfare
• treat all clients with dignity and respect
• be fully accountable to clients
• maintain clear and unwavering professional boundaries

Question 19

Principle 1 of the REPs code of ethical practice states that:

Answer 19

‘Exercise professionals will be respectful of their customers and of their rights as individuals.’

Question 20

Which four factors usually influence some people to show self-directed behaviour and a willingness to change?

Answer 20

• persuasion by authority - doctor
• observation of others - see changes in friends (more energy, fat loss)
• physiological feedback - clothes feel tight, a remark overheard
• successful performance - reached goals easily

Question 21

Which are the stages in the change cycle?

Answer 21

Precontemplation
Contemplation
Preparation
Action
Maintenance 
Relapse

Question 22

Explain the stage Pre-contemplation.

Answer 22

Individuals are inactive with no intention to exercise. Instructor needs to develop interest through clear information. The instructor should educate, offer incentives, banish myths and preconceptions and be a role model.

Question 23

Explain the stage contemplation.

Answer 23

Individual is still inactive but intends to start exercising within next 6 months. Instructor sets realistic goals, enjoyable activities, flexible packages of activity and short-term ideas to stimulate interest and uptake.

Question 24

Explain the stage preparation.

Answer 24

During this stage individuals are planning to make specific changes or are experimenting with small changes. It is at this stage that the individual is ready for change.

Question 25

Explain the stage action.

Answer 25

This stage is the most important in terms of giving feedback and support, as this tends to be the most difficult time. They will see and feel changes in their body and state of health but may reach a plateau and need motivating to carry on.

Question 26

Explain the stages Maintenance and relapse.

Answer 26

This stage will require motivation, support, the reinforcing of goals and monitoring. This is the most unstable stage as motivation can be difficult to maintain at the required levels. The health and fitness professional may wish to encourage the use of fitness diaries to ensure adherence.

Question 27

How can the trainer prevent relapse?

Answer 27

The trainer will need to redefine goals and offer more support.

Question 28

Name 8 reasons for exercising.

Answer 28

Enjoyment
Health
Appearance/weight control
Social/fashion status
Rehabilitation 
General fitness
General well being
Sport specific fitness

Question 29

What reason may people give to drop out of their exercise programme?

Answer 29

• boredom
• lack of fitness gains or improvements
• poor instruction or lack of support
• lack of time
• expense
• lack of motivation
• a return to old habits of smoking, drinking or unhealthy eating

Question 30

What is a goal?

Answer 30

a goal is what an individual is trying to achieve. It is the object or aim of an action.

Question 31

Why is it important to set goals?

Answer 31

• persistence - it helps the individual to persist at a task over time and keep
sight of what they are trying to achieve
• attention - it helps to keep an individual’s attention directed to the important
aspects
• effort - it helps to mobilise and direct the intensity of effort towards a certain
task or outcome
• strategies - it may help individuals to develop new strategies to help achieve
their desired outcomes

Question 32

Why do people not set goals?

Answer 32

• people do not understand the importance of setting goals
• they do not know how to set goals
• fear of failure through not achieving goals
• they do not know what they want to achieve

Question 33

What are the main categories of goals?

Answer 33

Personal goals
Business/career/economic goals
Self improvement goals
Performance, process and outcome goals

Question 34

What are outcome goals?

Answer 34

Outcome goals focus on the outcome of an event or situation, such as winning a race or beating an opponent. Achieving an outcome goal depends not only on individual efforts but also on the ability and performance of the opponent.

Question 35

What are performance goals?

Answer 35

Performance goals focus on making comparisons with one’s own performance. Performance goals differ from outcome goals in that they are within the control of the athlete.

Question 36

What are process goals?

Answer 36

Process goals focus on the process, or actions, that an individual must execute in order to perform well. This may be emphasising a particular technique or components within a technique.

Question 37

What are short term goals?

Answer 37

These are goals which are set over a period of one day to one month. A short term goal may relate to what the PT aims to achieve in that one session, but usually relates to a period of around one month.

Question 38

What are Medium term goals?

Answer 38

These are goals set from a period of one to six months, however, one month and three month goals are most common.

Question 39

What are Long term goals?

Answer 39

These goals relate to periods from six months to over several years. People may set ‘lifetime goals’ which cannot be assessed until retirement. Most long term goals are set for achievement over the course of a year or a competitive season.

Question 40

What are the 7 Principles of goal setting, according to O’Connor?

Answer 40

1. Say what you want not what you want to avoid
2. Make goals challenging and realistic
3. Influence the result directly
4. Measure progress
5. Check resources
6. Count the cost
7. Provide rewards

Question 41

What is a SMART goal?

Answer 41

S pecific
M easurable
A greeable
R ealistic
T ime constrained

Question 42

Give an example for a sound goal.

Answer 42

A sound goal will follow all these criteria. For example, if a goal was to reduce body fat by 3% in three months time. This goal is specific to one aspect of fitness; it is measurable, time constrained and achievable.

Question 43

Name 4 common barriers that clients put forward as a block to their participation in exercise and physical activity.

Answer 43

Physical barriers
Emotional barriers
Motivational barriers
Time barriers

Question 44

Explain the physical barrier that a customer may use not to exercise and how to overcome it.

Answer 44

People may often cite a lack of fitness as being the main reason not to start an exercise programme. = plan an exercise programme adapted to ability

Question 45

What may emotional barriers be and how do we work around them?

Answer 45

The client may have tried an exercise program out of the magazine before and did not achieve the goal. Here we have to explain that everyone is different and different exercise work other ways with different people. Also they may be embarrassed to work out in public. Here the instructor can give exercises to do at home or suggest to work out with a group of friends.

Question 46

What me and motivational very happy and how do we go about it?

Answer 46

Clients may have tried exercise before and do not find them enjoyable or boring. It is important that the instructor finds out what their likes and dislikes are and programs exercises that are fun and motivational to get them hooked.

Question 47

Describe the Time barrier a customer may present and how to overcome it.

Answer 47

Lack of time is a common excuse not to exercise. Here it is essential to build an exercise into every day routine such as taking the stairs, walking more or exercise at home.

Question 48

How can you use rewards or incentive to motivate your client?

Answer 48

Rewards or incentives can help motivate the client to pursue his exercise routine. There may be rewards for the highest attendees which could be a free water bottle or a T-shirt. Use with caution as it may produce competition for overtraining.

Question 49

Name some guidelines to improve exercise adherence.

Answer 49

Change training regularly
Suggest training with a group
Keep a log of training sessions
Have the client make a decision balance sheet
Provide social support