This unit describes fundamental communication and customer service skills for those working within the fitness industry and applies to the full range of industry sectors and environments. The fitness service could be for one-on-one or small group and service provision could be face-to face, via electronic means or over the telephone.

This unit underpins effective performance for all skills involving client interaction at all levels.

Nil

ELEMENT

PERFORMANCE CRITERIA

1. Communicate with clients.

1.1. Conduct communication with clients in a polite, professional and friendly manner.

1.2. Use language and tone appropriate to a given situation in both written and spoken communication.

1.3. Source relevant information about products and services and provide information clearly to clients.

1.4. Use appropriate non-verbal communication in all situations.

1.5. Observe and take into consideration non-verbal communication of clients.

1.6. Show sensitivity to cultural and social differences.

1.7. Use active listening and questioning to facilitate effective two-way communication.

1.8. Select an appropriate medium of communication for the particular audience, purpose and situation, taking into consideration the characteristics of each medium and the relevant factors involved.

1.9. Use selected communication medium correctly and according to standard protocols and organisation procedures.

2. Maintain personal presentation standards.

2.1. Practise high standards of personal presentation according to organisation requirements, work location, impacts on different types of clients and specific requirements for particular work functions.

3. Provide service to clients.

3.1. Identify client needs and expectations correctly, including clients with special needs, and provide appropriate products, services or information.

3.2. Meet all reasonable client needs and requests within acceptable organisation timeframes.

3.3. Identify and take all opportunities to enhance service quality.

4. Develop a client relationship.

4.1. Create and update client records according to organisation protocols.

4.2. Develop a rapport with and provide empathy and special assistance to the client who is faced with special needs or circumstances.

4.3. Promote repeat business by the offer of promotional services.

4.4. Encourage clients to voice queries and or fears and address these appropriately.

4.5. Take into consideration cultural and personal factors when consulting or interacting with clients.

4.6. Exercise discretion and confidentiality appropriately, outlining and explaining to clients boundaries of confidentiality as required.

4.7. Define and apply boundaries of the exercise instructor and client relationship.

5. Respond to conflicts and client complaints.

5.1. Identify potential and existing conflicts and seek solutions in conjunction with parties involved.

5.2. Recognise client dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and organisation procedures.

5.3. Respond to client complaints positively, sensitively and politely and in consultation with the client.

5.4. Resolve or refer escalated complaints to the appropriate person according to individual level of responsibility and organisation policy and procedures.

5.5. Maintain a positive and cooperative manner at all times.

5.6. Present relevant information clearly.

5.7. Discuss unresolved concerns.

5.8. Make appointments for clients according to workplace guidelines when required

6. Use basic counselling skills.

6.1. Determine needs for basic counselling.

6.2. Provide basic counselling.

Required skills

communication techniques

non-verbal communication,

active listening and

open and closed questioning

basic writing skills to write clear and concise messages, notes, emails and faxes

basic literacy skills to read messages, notes, emails and faxes and to locate and understand specific information required by the client and or employer

telephone skills to correctly operate the equipment and to use correct vocal tone, pace and volume

problem-solving skills to:

identify and respond to different cultural and special needs and expectations

select and use appropriate language according to client differences

identify and resolve:

conflict situations,

client complaints and

misunderstandings within scope of responsibility

assess the need for professional counselling

use basic counselling skills to facilitate various goals and to recognise the limitations of own counselling skills

customer service techniques to meet client requirements and requests, develop rapport and promote suitable products and services.

Required knowledge

protocol and service rituals of the industry, sector and organisation

ethics of professional fitness industry behaviour

characteristics, uses and conventions of different types of communication mediums

stresses faced by clients

promotional products and services provided by the fitness industry and the specific organisation

local professional counselling resources

legal and ethical issues relating to exercise instructors and client relations

procedures for the provision of services

standards of personal presentation that apply to the fitness industry and the organisation in particular

knowledge of different cultural groups and appropriate communication protocols

complaint handling policies and procedures that generally operate within the fitness industry and the organisation in particular.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

understanding of communication and customer service and its importance in a fitness industry context

ability to communicate effectively with a variety of clients including those with special needs and difficult or complaining ones

ability to provide quality customer service on multiple occasions. This should occur over a period of time and cover a range of diverse customer service situations, including the resolution of complaints, to ensure consistency of performance and ability to respond to different circumstances.

completion of service within commercial time constraints so that all clients are served effectively.

Context of and specific resources for assessment

Assessment must ensure:

that the candidate has accessed a fully equipped fitness environment using appropriate telephones, computers, printers, information programs, product publications and software programs currently used in the fitness industry to assist with communication and service provision

interaction with clients to demonstrate the interpersonal communication requirements of the unit

the presence of sufficient client traffic that allows for prioritisation of tasks.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

direct observation of the candidate providing service to clients

project or work activities that show the candidate's ability to provide quality customer service that meets the requirements of differing industry contexts

role-plays about communication situations and the resolution of complaints and misunderstandings

review of simple messages written by the candidate for various situations

review of client feedback

written and oral questioning or interview to test knowledge of effective communication techniques and personal presentation requirements

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Guidance information for assessment

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Communication may be:

verbal

by written format, such as handwritten, electronic (e.g. email) or hard copy (e.g. letter)

by telephone

face-to-face

varied according to the needs of the client including:

use of appropriate voice tonality and volume

use of languages other than English

use of a family interpreter

use of basic gestures

use of visual aids such as photographs, sketches or product information sheets

formal

informal using abbreviations.

Clients may be:

team members and colleagues in a large internal structure

external customers and clients

business to business client

new

regular

retail

corporate.

Non-verbal communication may involve:

body language

dress and accessories

gestures and mannerisms

use of space

culturally specific communication, customs and practices.

eye contact

Cultural and social differences may

include:

modes of greeting, farewelling and conversation

body language, including use of body gestures

formality of language

clothing.

Medium of communication may be via:

letter

promotional materials such as newsletters

fax

email or other electronic communication

simple written messages, such as writing down the price of display items or telephone messages

face-to-face

telephone

two-way communication systems

standard forms and proformas

assistive technology, e.g. telephone typewriter (TTY).

Factors affecting the selection of appropriate medium may include:

technical and operational features

access of the sender and receiver to necessary equipment

technical skills required to use the medium

required format

degree of formality required

urgency and timeframes.

Protocols and organisation procedures may include:

modes of greeting and farewelling

addressing the person by name

required timeframe for addressing and serving clients

required timeframe for response to an enquiry

style manual requirements

use of standard letters

use of proformas e.g. tickets, labels, signs and quotations

relationship with referral organisation.

Personal presentation may include:

attire, shoes and accessories

wearing of uniform items within the organisation's policy requirements

complying with organisation's policy for personal presentation

hair and grooming

hands and nails

jewellery

personal hygiene.

Clients with special needs may include:

those with a disability

those with special cultural or language needs

overweight or obese

those with challenging behaviour

unaccompanied children or adolescents

parents with young children

pregnant women

older clients.

Promotional services may include:

client loyalty programs

newsletters

email notification of sales or promotional packages

sale of gift vouchers

marketing events and activities

discount vouchers.

Client complaints may relate to:

problems with the service

communication barriers or misunderstandings

communication via email or other electronic means, telephone, mail or face-to face contact.

Boundaries may refer to:

confidentiality

privacy

respect

acknowledgement of individual needs

appropriate sexual boundaries

appropriate physical boundaries

use of enquiry only as appropriate and necessary

exercise instructor awareness of possibilities of client transference

exercise instructor staying within area of expertise.

Relevant information may include:

confirmation of appointment date and time

number, length and costs of membership services

location directions

costs and payment options

referrals

health Practitioner referral

procedure and practices

information about general health and self care

background information about the scope of service

information about the limitation of the service provider.

The needs for basic counselling may include:

to support client

to facilitate negotiation with client

to facilitate education of client

to facilitate information giving

to assess the need for referral to an appropriate medical or allied health professional.

Basic counselling skills may include:

attending skills, use of body language

paraphrasing

reflecting feelings

open and closed questioning or probing

summarising

reframing

exploring options

normalising statements.

Organisation specific guidelines may include:

clients requiring professional counselling are referred

basic counselling is used as a communication tool and for emotional support when necessary

client boundaries are respected at all times

counselling is provided in accordance with level of training.

Unit sector

Fitness

This unit contains employability skills.