Certificate IV in Fitness - CPT

1.2 Fitness screening

Copyright 2012 Australian Institute of Personal Trainers.

All rights reserved.

1300 13 84 34
www.aipt.com.au

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Table of Contents
Provide Orientation and Health Screening ............................................................................ 2
Providing exceptional customer service ............................................................................. 2
Interpersonal Skills......................................................................................................... 5
Policies and Procedures ................................................................................................ 7
Pre Activity Questionnaires (PAQs) ................................................................................... 8
Additional information post PAQ .................................................................................... 8

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Provide Orientation and Health Screening

Providing exceptional customer service

The NSW Fair Trading website (2012) outlines developing good relationships with
customers as essential to any successful business. This code of practice can be viewed
following this link:
http://www.fairtrading.nsw.gov.au/Consumers/Buying_services/Fitness/Fitness_industry_cod
e_of_practice.html
Good customer service is vital in the fitness industry as businesses rely on positive word of
mouth promotion. In todays competitive marketplace, if businesses do not provide a good
quality service they will not attract or retain customers. Unhappy customers can quickly
spread messages around networks in regards to experiencing bad customer service.
Testimonials and reviews of negative personal experience spread faster with the increased
use of social networking websites and email.
N

New South Wales Government, Fair Trading (2012) Fitness Industry, Code of Practice,
http://www.fairtrading.nsw.gov.au/Consumers/Buying_services/Fitness/Fitness_industry_code_of_practice.html

Client services

Throughout your career as a fitness instructor you will experience different clients seeking
different services. Depending on the clients individual goals, needs and motivation level, a
range of services may be required.
The Western Australian Fitness Industry code
of practice (2010) outlines a fitness service as:

an exercise screening
an individual exercise program
a group exercise program; or
the provision of fitness equipment at a
fitness center for use by clients

Government of Western Australia (2000), Fitness Industry: Guide to the code of practice. http://www.commerce.wa.gov.au/

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The Western Australian fitness industry code of practice (2010) outlines that a fitness
service does not include a service supplied by:

a doctor registered under the Medical Act 1894

a physiotherapist registered under the Physiotherapists Act 1950
a sporting club or organization for the playing of, or training for, a sport
an educational institution for exclusive use by staff or students
a person teaching someone to perform, or train for, martial arts, dancing or ballet.

A fitness service does not include:

the use of a spa bath, sauna bath, swimming pool or similar facility where no other
fitness service is supplied
a fitness service at a fitness center provided for the sole purpose of medical
rehabilitation
the hire of a court or other facility for the playing of sport

Government of Western Australia (2000), Fitness Industry: Guide to the code of practice. http://www.commerce.wa.gov.au/

Services
The following list provides example of services you may be able to offer your clients
depending on the facility you are working out of.

personal assessments
fitness appraisals
indoor group training sessions
nutritional guidance
weight loss supervision
Image: Mind & Body, 2011
yoga classes
support and motivation
sports specific conditioning
rehabilitation monitoring
cardiovascular conditioning
strength training
seniors fitness
Image: BlogSpot, 2010
advice on home gym selection and use
16 week weight loss challenges
educational seminars and sessions
running groups
Image: Rodriguez, V. 2010
outdoor boot camp sessions
referrals to other professionals such as chiropractors and physiotherapists
discounts to other businesses within your professional network

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Benefits of services
Fitness Australia encourages businesses to register a membership with them. This
membership ensures gyms are providing clients with a good service as they are exercising
in a registered gym or fitness center. By registering businesses with Fitness Australia, gym
owners are showing their members they care about safety and well-being as well as
providing a quality service and meeting industry standards (Fitness Australia, 2012).
There are many different benefits
associated with providing quality service in
the fitness industry.
Many clients respond well to group-based
services where they receive motivation,
encouragement and support from other
members in the group while enjoying
social interaction. Clients services such as
educational seminars and sessions
provide benefit to clients by increasing
their knowledge, teaching them new skills
and developing their awareness of
nutrition and training options. A service such as a massage is great for a clients recovery
from strenuous training and a reward for their efforts.
There are many different benefits to providing clients with a range of services. On
completion of orientation and health screening personal trainers are able to determine which
services will assist clients to achieve their goals and remain motivated.
New South Wales fair trading (2012) offers useful tips when developing good relationships
and maintaining customers.
This information and can be found at:

http://www.fairtrading.nsw.gov.au/Businesses/Specific_industries_and_businesses/Fi
tness_services.html

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Interpersonal Skills

Developing and maintaining good interpersonal skills are crucial when interacting with clients
and providing a high level of customer service. Interpersonal skills are often called people
skills and refer to how we communicate with others. Interpersonal skills include active
listening, non-verbal communication such as body language, tone of voice, open ended
questioning, minimal encouragers such as words like uh huh and mmm and nodding to
show your client you are engaged in the conversation.
It is important to use good interpersonal skills in person and over the phone by use of correct
telephone etiquette.
Some general tips to increase your skills of communication are to:

maintain eye contact during conversation

positive body language
do not interrupt your client,
be polite, honest and open.

As a personal trainer it is essential to ensure that you are well presented and the facility you
are working out of is clean and tidy at all times.

Good and bad communication

View the first video on poor communication. This highlights the negative effect that poor
communication can have on your client and gives you an example of how not to act when
performing an orientation and health screening session.
Note that the psychologist in this video is not displaying positive body language as she is
looking elsewhere, is generally distracted, and even answers her phone. She also speaks
negatively towards her client and belittles her problems. The therapist is a poor listener and
spends a lot of time talking unnecessarily rather than listening to her client.

http://www.youtube.com/watch?v=W1RY_72O_LQ&feature=related

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The second video is an example of good communication and effective listening skills. Note
how the psychologist portrays very open body language to her client and gives her full
attention at all times. She does not interrupt and listens intently, relaying back to the client
what she has heard to demonstrate she has understood and is in fact listening.
When conducting an initial orientation and health screening with your client it is very
important to use the skills demonstrated in this example to show your client you are
interested in their health and well-being and genuinely want to help them reach their fitness
goals.

http://www.youtube.com/watch?v=bbk-p5YQoDY

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Policies and Procedures

Fitness Australia (2012), maintains a code of ethical practice which all registered fitness
centers abide by. This information can be found on the Fitness Australia website
http://www.fitness.org.au/198261.html
Within an organization there are many policies and procedures that need to be followed for
legal reasons, consistency, record keeping and maintaining a constant level of customer
service. An example of these are the use of standard forms such as a cancelation form for
a client wanting to cease training or a change of details request form to change a clients
postal address or phone number. A more official form is required such as a customer action
request form if the client is lodging a
formal complaint about a service.
Another example is the policy for
arranging client session times. This
may be a less formal policy. The
policy may be to ensure the time is
recorded in the computer, the client is
given a card with the time and date
and a text message is sent to confirm
the appointment the day before the
session.
It is important that you are aware of
the policies and procedures at the facility where you work.
Fitness Australia (2012), Code of Ethics, http://www.fitness.org.au/page.php?id=96

Welcoming a new client

It is important to ensure you provide future clients with
all the information they need to make their decisions
on training programs. By using good communication
skills building good rapport will encourage clients to
start training with you. You need to ensure you
understand the goals specific preferences in relation
to exercise. This will enable you to inform them of the
expected outcomes and benefits from your training
sessions with them.
Then the cost of you training sessions and any other fees such as gym membership need to
be addressed. Once the client agrees they wish to start training with you, you can discuss
your availability and scheduling of appointments. Finally, you need to ensure that the client
has been given an orientation of the fitness center to see the range of facilities and
equipment available for their use.

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Pre Activity Questionnaires (PAQs)

It is essential that a PAQ is completed by any client before commencing an exercise
program. The PAQ asks questions of the client regarding their medical history and current
medical conditions, including any sings, symptoms or risk factors of cardiovascular,
pulmonary and metabolic diseases as well as other medical conditions such as pregnancy or
injury. Completing a PAQ will allow you to build rapport with your new client and develop a
relationship with them.
The information obtained from a PAQ enables you to identify clients who have medical
contraindications that require exclusion from an exercise program or need medical consent.
This is essential not only for the wellbeing of the client but also for insurance, legal and duty
of care purposes. Upon completion of a PAQ, you will know the health status of your client
and can then develop a safe and appropriate exercise program.
It is also important to ensure a policy has been developed and followed in relation to filing of
PAQs so that client records are kept and maintained in a confidential manner.
The Australian fitness industry (2012), and national physical activity stakeholder
organizations have in recent years highlighted the need for a consistent and effective
approach for pre-exercise screening. Fitness Australia, Exercise and Sports Science
Australia and Sports Medicine Australia have undertaken a joint project in developing an
Adult Pre-Exercise Screening System.
Follow the link to read about the Sports Medicine Australias Pre-exercise screening form
and a Fitness Australias Guide to Pre-Screening.

http://sma.org.au/wp-content/uploads/2009/05/new_pre_screening.pdf
http://www.fitness.org.au/visageimages/pre_exercise_screening_textbook_2012.pdf

Australian Government, Department of Health and Aging (2012), Sports Medicine Australia: Pre-exercise screening system
2005.
Fitness Australia (2012), Guide to Pre-Screening. http://www.fitness.org.au/page.php?id=6

Additional information post PAQ

On completion of a PAQ it may become evident that

your client has a metabolic, pulmonary, musculoskeletal
or neurological condition or has an injury or other
medical condition. If this is the case, you will need to
obtain more information to assist you in ensuring the
safety and correct prescription of exercise for your client.

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This can be details of the clients condition, when they experience symptoms and what
makes them feel better or worse. This is important to know how to prevent further
aggravation of the condition through exercise prescription.
You should also seek details of any medication that your client is taking. Make inquiries as to
how long your how long the client has been taking the medication, if there are any side
effects they experience and possibly how often and what time of day. Medications can often
affect heart rate responses and blood pressure so the client may not respond in the usual
way to exercise. This is imperative for you to know especially if prescribing cardiovascular
exercise by heart rate.
When a client presents with an injury you will need to make further enquiries to obtain more
information. Regarding when the injury occurred, the level of pain, immobility or disability
uses is needed, as well as any exercises or movements that will irritate the injury. The level
of pain and movement limitation will give you a guide as to whether to avoid use of the
injured area or commence gentle rehabilitation and strengthening exercises to improve the
condition
Whatever the nature of the medical condition, it is vital to gain as much information from your
client as possible to assist you in compiling a safe exercise program for your client. If there
are aspects of your clients condition that you do not fully understand, seek further advice of
an appropriate health professional.

Certificate IV in Fitness CPT | Section 1.2: Fitness screening