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PROVIDE PRE-SERVICE TO WELLNESS MASSAGE

How to create Inter/Intra Personal Relationship


Information Gathering is important for the following reasons to establish inter/intra personal relationship:
Establishes a rapport with the client and put her/him at ease
Develops mutual trust and gain the clients confidence
to gain information on the clients past and present state of mental and physical health
to identify the clients needs and expectations of the treatment
to establish the most appropriate form of treatment and to discuss and agree this with the client
to explain the treatment fully to the client, including the procedure, expected effects,
to answer queries and questions related to the treatment and to allay doubts and fears.
What are 5s Methodology
1. Shitsuke (Self Discipline) this process involves extensive training for workers to perform their duties
for proper practices and policies in their workplace.
2. Seiri (Sort) This is a process for identifying whether certain items are needed, and those that are
needed are immediately discarded to use space effectively.
3. Seiso (sweep) this is a process for keeping everything in the workplace clean. Always keep
equipments in full working order so that it can be used at anytime.
4. Seiton (systemize) this is a process for sorting tools and parts in an order that facilitates their use.
5. Seiketsu (standardize) this is a process for maintaining the seiri, seiton, and seiso conditions in an
effort to prevent every possible problem from occurring. It is also a process for keeping your workplace
clean by classifying everything and eliminating unnecessary items.
Variations of Wellness Massage Programs
a. Massage
b. Body Treatments
c. Hydrotherapy Treatment
d. Aesthetic Services
e. Weight Management
f. Yoga or Meditation
g. Hair Care
h. Manicures
i. Pedicures.
Clients Need Assessment
1. health
2. fitness
3. anti-aging
4. increased energy
5. stress reduction
Ethics refers to the standards and conduct of behavior of an individual or professional group.
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 regular basis and keep in touch with other professionals in your field.
12. Always practice the highest standards of personal and salon hygiene.
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 individuals. 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
1. Get ready for it
2. The Greeting
3. Words and Phrases That Keep Callers Cool
4. Taking Messages
There are many characteristics that come across the phone:
1. Body Language
- Pleasantness
- Informative
- Courteousness
- Responsiveness
2. Sincerity- Confidence
- Rate of Speech
- Smile
3. Good Listener
- Recallability
- Attentiveness
4. Greeting
- Vocal tone
5. Friendliness
- Articulate
- Attitude
- Helpfulness
6. Posture
- Demeanor
Three Myths about Callers
1. Callers try to make things difficult.
2. Callers like to complain.
3. Callers expect the impossible.
The 10 Principles of Listening
1.
2.
3.
4.
5.
6.
7.
8.
9.

Stop Talking
Prepare Yourself to Listen
Put the Speaker at Ease
Remove Distractions
Empathize
Be Patient
Avoid Personal Prejudice
Listen to the Tone
Listen for Ideas Not Just Words
10. Wait and Watch for Non-Verbal Communication

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