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Role/Responsibility
The role and responsibilities of the fitness instructor
| Question | Answer |
|---|---|
| As a fitness instructor your job is to ? | engage, facilitate, educate and support clients |
| As a fitness instructor You’ll be essential to the customer experience and customer retention and you can achieve this by | motivating clients, giving demonstrations, planning safe programmes and giving ongoing supervision |
| You’ll play an important role in maintaining safety and welfare by | pre-exercise screening, fitness assessments, consultations and inductions |
| Wherever we work, it’s vital that we value what ? | Equality and diversity |
| Explain Equality in the workplace | Equality in the workplace simply means that all employees are treated equally and none are discriminated against |
| Explain Diversity in the workplace | Diversity in the workplace means that the company actively welcomes people from a variety of backgrounds and reflects this attitude in its hiring policies and workplace culture |
| what year was the equality act passed | 2010 |
| why was the 2010 equality act introduced | to protect people from prejudice, discrimination & harassment or bullying |
| 2010 equality act protected characteristics are | • Age. • Disability. • Gender reassignment. • Marriage and civil partnership. • Pregnancy and maternity. • Race. • Religion or belief. • Sex. • Sexual orientation. |
| ** LEARN: Ethical practice as a fitness instructor means that you'll treat all clients with : | Dignity & Respect. You'll be fair & promote their welfare without bringing harm to anyone |
| ** LEARN: Complying with codes of conduct : | respecting difference and diversity - challenging discrimination and unfairness - confidentiality - promoting inclusion (unless exclusion is required on medical grounds) - adapting your communication - tailoring clients programmes to suit |
| Explain your "scope of practice" | what you are & aren't qualified to do |
| Scope of practice - give a new client example | • Pre-exercise screening. • Client induction. • Fitness assessment. • Planning a gym-based programme |
| If a client seeks support outside the your scope of practice what action should you take ? | it is important to refer them to other health and fitness professionals, as appropriate, eg a GP, physiotherapist, dietitian, psychologist, strength/conditioning coach, exercise referral specialist, low back pain or obesity/diabetes specialist. |
| Ethical practice: is it ok to exclude a client from a class on medical grounds YES/NO | YES eg a cardio class could be Contraindicated to cardio limitationms |
| Contraindicated meaning ? | risks typically outweigh the benefits, these exercises/activity are inappropriate for some individuals |
| when someone forms a first impression they'll observe your appearance & listen to your voice. % wise how much do you think is based on "what you say" | 7% |
| when someone forms a first impression a key consideration is positive body language, eg "eye contact, relaxed & open posture", % wise how much does this count for ? | 55% |
| when someone forms a first impression they'll listen to your voice , % wise how much do you think is based on "pitch, tone & pace of voice" | 38% |
| Meet & Greet Rule 1 is: | Offer you hand to the client first (give your name if first time met) |
| Meet & Greet Rule 2 is: | Ensure you are standing & look the customer in the eye before handshake |
| Meet & Greet Rule 3 is: | Offer a greeting during handshake eg nice to meet you |
| Meet & Greet Rule 4 is: | Handshake is firm but not crushing lasting 2-5 secs |
| Personal Qualities - empathetic behaviour comes from | sensititviy |
| Personal Qualities - Encouraging feedback is | motivational |
| Personal Qualities - clients being able to make their own decisions is | empowering |
| Personal Qualities - being open is essential to | approachability |
| Personal Qualities - flexible with back up strategies | adaptable |
| Personal Qualities - punctual with day day to plans ready | organised |
| Personal Qualities - lifting spirits comes from | enthusiasm |
| Personal Qualities - inspiring for clients | role model |
| why does using a good combination of verbal & non verbal communication help when interacting with clients | to bulid rapport, support, encourage & motivate them to be more active |
| NON verbal communication - GOOD EXAMPLES are | smiling - nodding & leaning forward |
| NON verbal communication - POOR EXAMPLES are | constant eye contact & crossed arms are defensive verging on aggresive |
| verbal communication - GOOD EXAMPLES are | using appropriate volume, paraphrasing & good tone & rhythm |
| verbal communication - POOR EXAMPLE is | using technical jargon |
| NON verbal communication - Active Listening | Listening fully to what a client is saying, gathering info & observing facial expressions, voice tone, body posture & eye contact |
| Listening fully to what a client is saying, gathering info & observing facial expressions, voice tone, body posture & eye contact - is known as ? | NON verbal communication - Active Listening |
| why is NON verbal communication - Active Listening important ? | to gather info so you can motivate & support a client fully |
| the ability to see things from another persons perspective is known as ? | Empathy |
| Consideration - Active listening - Responsiveness - Empathy relates to which acronym | CARE |
| CARE acronym is | Consideration - Active listening - Responsiveness - Empathy |
| CARE acronym "CONSIDERATION" | always offer to help, dont make false promises, always be honest about the service provided, consider the clients circumstances & feelings |
| CARE acronym "ACTIVE LISTENING" | Listen to your client & show understanding by responding in the right way |
| CARE acronym "RESPONSIVENESS" | deal client queries promptly, if a client asks a question dont pass it on try & deal with it yourself, if needed compensate eg free session or discount |
| CARE acronym "EMPATHY" | be non-judgemental & understanding of clients needs - see the situation from their side |
| Trust. mutual respect, empathy, positive regard, effective communication, rapport, safety, security, professional standards & respect for boundaries are the basis for all good......... | Professional working relationships |
| offering support, welcoming, engaging them in active healthy living, offering relevant advice, info & support, gaining trust & making them feel valued is the basis of a good what ? | client relationship |
| the key to excellent customer service is | under promise & over deliver |
| under promise & over deliver is the key to | excellent customer service |
| give examples of VERBAL feedback | asking clients how their session went - what they think of new eqiupment |
| what are the advantages of VERBAL feedback | client feels their opinion is valued - it provides first hand true feedback to help improve the service |
| give examples of WRITTEN feedback | survey, questionnaire, email/letter, comment cards |
| what are the advantages of WRITTEN feedback | monitoring of public opinion - offer of complaint, thank you or general comments about the service/experience |
| when dealing with a client complaint you should stay calm & never ? | argue |
| Remember every complaint is an opportunity for services to be...... | improved |
| the social aspect of group training increases commitment among clients. TRUE/FALSE | TRUE |
| why does group training play a vital role for people not getting positive encouragement at home ? | it provides a support network of like minded people |
| What relating to a PT/Gym Instructor is CPD ? | Continuing Professional Development |
| what is CPD Continuing Professional Development | To undertake additional learning through various avenues, eg courses, workshops etc |
| what will CPD Continuing Professional Development help keep you in touch with ? | latest exercise guidelines, equipment, research & healthy eating principles |
| What relating to a PT/Gym Instructor is PDP ? | Personal Development Plan |
| what is a PDP Personal Development Plan | A written reflection of personal goals/aspirations. It details what you want to achieve, when you want to achieve it by, how you can achieve it & who can help you. |
| what goals should a PDP Personal Development Plan include ? | short, medium & long term SMART goals - once your goals have been achieved the process restarts |
| What personal benefits does CPD Continuing Professional Development bring ? | Greater earning potential, Specialism, Increased Job Satisfaction & quality of service |
| Name the four stages that make up a PDP Personal Development Plan (IPAR) | Identify, Plan, Action, Refelct & Review |
| What relating to a PT/Gym Instructor SWOT ? | Strengths, Weaknesses, Opportunities, Threats |
| what is SWOT (Strengths, Weaknesses, Opportunities, Threats) | A way of reflecting on your work & finding ways to improve your skills & knowledge using a SWOT analysis |
| SWOT - your STRENGTH areas | What are you good at, What do you know a lot about |
| SWOT - your WEAKNESS areas | Where do you need to improve, What do you need to know more about |
| SWOT - your OPPORTUNITY areas | What prospects are available for development of your skills/knowledge, Are there any gaps in the market |
| SWOT - your THREAT areas | What pressures are around in your job area, How can they be overcome |
| You can identify areas for CPD Continuing Professional Development through | Self reflection - Customer Feedback (good/bad) - Manager appraisals - Specialized Colleagues |
| CPD - Reputable websites. You can access excellent information to improve your knowledge online, but make sure the source is credible. Examples include: | • PTontheNet. • National Academy of Sports Medicine (NASM). • National Institute of Health and Care Excellence (NICE). • NHS website. • Google Scholar |
| CPD - Journals can be accessed online and provide expert insight into specific areas of study. Always make sure the source is reputable ‒ some examples include: | • British Medical Journal (BMJ). • American College of Sports Medicine (ACSM). • The Nutrition Society. |
Created by:
LeeNelson
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