Client Relations and Behavioral Coaching
Help!
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| What can you do to enhance communication? | Use good body language
Explain important policies,
procedures &expectations
Be sensitive to feelings;
connect emotionally
Use positive communication;
encouragement, support, positive
reinforcement
Greet clients with hello,
handshake & smile
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| Active listening | having a genuine interest in seeking a client's perspective
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| Closed-ended (directive) questions | can be answered in one word (yes or no)
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| Open-ended (non-directive) questions | allow clients to give more information
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| Reflecting | repeating back to the client the meaning of what was just heard
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| Summarizing | a series of reflections to show depth of listening
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| What are SMART goals? | Specific
Measurable
Attainable
Realistic
Timely
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| Specific: | clearly defined so anyone can understand the intended outcome
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| Measurable: | if a goal is not quantifiable, a client cannot manage it
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| Attainable: | challenging but not extreme
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| Realistic: | must be something the client is both willing and able to work toward
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| Timely: | specific date of completion; realistic but not too far in the future
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| Key concepts of goal expectation management | Understand what improvements clients hope to achieve
Clarify vague statements
Have them verbalize goals
Recognize whats unrealistic
Only set SMART goals
Everyone progresses differently
Determine when and how goals will be revisited and reevaluated
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| What are the behavior modification techniques? | Self confidence
Motivational interviewing
Autonomy-supportive coaching
Prompting
Contracting
Cognitive-behavioral approaches
Intrinsic approach
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| Self confidence | building clients' confidence leads to exercise adherence
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| Motivational interviewing | a collaborative, person centered form of coaching to elicit and strengthen motivation for change
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| Autonomy-supportive coaching | creating an
environment that emphasizes self-improvement, rather
than beating others
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| Prompting | using cues to initiate behavior
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| Contracting | written statements outlining behaviors
and consequences for fulfillment
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| Cognitive-behavioral approaches | association and
dissociation techniques, positive self-talk, psyching up,
imagery, social support
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| Intrinsic approach | emphasize internal enjoyment and fun of exercise, not just goal completion
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| What are the forms of support? | Instrumental
Emotional
Informational
Companionship
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| Instrumental support | tangible, practical factors necessary to help a person achieve a goal
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| Emotional support | expressed through encouragement, caring, empathy, and concern
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| Informational support | directions, advice, and suggestions from the professional
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| Companionship support | the availability of family and friends to exercise together
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| What are the stages of change? | Precontemplation
Contemplation
Preparation
Action
Maintenance
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| Key concepts of client expectation management | Before the end of the initial session, discuss:
if clients have everything they need, are ready to begin, or need more information
clientele of the facility & how to fit in
appropriate clothing for exercise
effect of other exercisers on their behavior
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