1. Cert III in Fitness SISFFIT302A Provide quality service in the fitness industry

2. Fitness facility - What does the public look for? Key points (pg 11) Friendly & knowledgeable staff Clean & safe environment Multi-purpose facilities Clean spacious toilet facilities Variety of activities & equipment Price and / or value for money Convenience services Overall friendly facility

3. Friendly and knowledgeable staff members means Effective and efficient communication and negotiation skills Good interpersonal skills Actively listening to what your customers are telling you Asking questions in order to clarify customer needs Providing information about your organisation, products and services Providing information to support satisfactory problem solutions or persuade customers to purchase the product/service on offer Making a genuine effort to meet or exceed customer needs.

4. Communicating with clients Face to face(Verbal) E-mail Internet (web suit) Phone callText message Letter (formal and non- formal) Fax Monthly news letters Body langrage SignageMemos Handwritten messages.

5. Role of communication Excellent communication skills are essential if customer needs and expectations are too be understood correctly, with a desired result delivered. This is also important when handing over customer queries to other staff members. If communication is not clear, then the message could get mixed up. It is imperative in this instance that effective questioning and the clear provision of information is given.

6. Telephone Etiquette (pg 54 – 55) Presenting a professional image, both in person and on the telephone, is very important in the Office Skills profession. Taking care of your customers over the telephone and making them feel well informed and appreciated is essential. Whether you are the front office receptionist or an executive secretary, the following phone tips should always be followed.

7. Telephone Etiquette (pg 54 – 55) Speak clearly A picture paints a thousand words but the caller on the other end of the phone can only hear you. They cannot see your face or body language. Therefore, taking the time to speak clearly, slowly and in a cheerful, professional voice is very important. Use your normal tone of voice when answering a call. If you have a tendency to speak loud or shout, avoid doing so on the telephone.

8. Telephone Etiquette (pg 54 – 55) Do not eat or drink while you are on telephone duty. Only eat or drink during your coffee break or lunch break. Do not use slang words or Poor Language. Respond clearly with “yes” or “no” when speaking. Never use swear words. Respond clearly with “yes” or “no” when speaking. Never use swear words.

9. Telephone Etiquette (pg 54 – 55) Address the Caller Properly by his or her title. Never address an unfamiliar caller by his or her first name. Good morning Mr Brown, Good afternoon Ms Sanders Listen to the Caller and what they have to say. The ability to listen is a problem in general but it is very important to listen to what the caller has to say. It is always a good habit to repeat the information back to the client when you are taking a message Verify that you have heard and transcribed the message accurately.

10. Telephone Etiquette (pg 54 – 55) Be patient and helpful. If a caller is irate or upset, listen to what they have to say and then refer them to the appropriate resource. Never snap back or act rude to the caller. Always ask if you can put the caller on hold If you are responsible for answering multiple calls at once, always ask the caller politely if you may put them on hold. Remember that the caller could have already waited several minutes before getting connected to you and may not take lightly to being put on hold. Never leave the person on hold for more than a few seconds or they may become upset and hang up.

11. Telephone Etiquette (pg 54 – 55) Always focus on the call. Try not to get distracted by people around you. If someone tries to interrupt you while you are on a call, politely remind them that you are on a customer call and that you will be with them as soon as you are finished.

12. Making calls (pg 55) Always identify yourself properly. When calling a client or customer, whether in person or when leaving a message, always identify yourself properly by providing your name, company name and contact telephone number. For example, "Good afternoon Mr Brown, this is Ms Brown from Officeskills.org. My telephone number is 408-555-1212." Always be aware of confidential information when leaving messages. Also, be aware of people around you while talking on the phone. Be discreet! Someone next to you might overhear confidential information that could negatively affect your business. Avoid leaving long winded messages. Remember, someone has to listen to your message, write it down and then act upon it. Your message may be just one of many messages that need to be handled. It is often a good habit to write down or type out your message in advance. Keep it brief and to the point.

13. Communication (pg 14) Good communication Speak clearly and at the right pace Smile and use positive friendly expressions Be open and straight forward Accept others as they are without judgement Be flexible Have a pleasant sounding voice Check that the person understands you Ask questions to check your own understanding Do not blame others for not understanding you Be a good listener Most importantly, be real

14. Communication (pg 14) Barriers to communication Your selection of words Wrong method of communication Not being polite Your body language is saying something different to your words Cultural backgrounds Communication delivered at the wrong time

15. Communication (pg 15) Tips for better speaking Plan before you start speaking so that you deliver in the best possible way Find a good way of starting off; clear and straight forward is best Remain focused on the point Say what you want in short clear chunks Allow the listener to speak as well Do not blame people for not understanding you Watch for the listeners body language

16. Communication (pg 18) Tips for better listening Concentrate on what is being said by giving the speaker your full attention Encourage the speaker by asking questions Help a poor speaker along Communicate interest through body language Concentrate on the person, not the haircut or clothing If appropriate take notes while you are being instructed End the encounter appropriately

17. Types of clients (pg 19) Corporate member Wants to know the facts straight to the point can be time poor. New members Can be nervous or overwhelmed with excitement you may need to repeat and explain things twice. You may need to repeat and explain things twice

18. Types of clients (pg 19) Special needs member May need a carer to help them understand the contracts and assistance when in the gym. The sleeping member This member joins and never returns to your gym again but are still paying. It a good idea to try and make contact with this member and encourage them to return or find out what is stopping them from coming in.

19. Types of clients (pg 19) Regular member Will use your gym two – four times a week Will come and go with no fuss. Experienced gym goer Will be looking at the facility, equipment and price.

20. Types of clients (pg 19) Cultural and social differences Having a good sound knowledge of as many different cultural differences as possible will always be advantage to both parties. Formal Will want to know all the facts written and verbal. Will not join until he/she understand everything may shop around and come in a number of times before joining, sometime can be very time consuming.

21. Constructive communication To maintain effective relationships you must be aware of the differences between themselves and others and accommodate where possible Especially if there are barriers that have potential to cause negativity. Actively try to build trust and respect, which only can be achieved by open and honest communication

22. Constructive communication (pg 17) Effective listening means you take notice of what someone is telling you, concentrating on what they are saying and not what you want them to say.. Good active listening skills enable you to understand the customer’s internal and external needs. Clear speech and skill questioning will enable you to communicate your needs, to clarify the customers’ needs and pass on instructions that they understand.