Provide pre-service to clients

eTESDA Web Script

Hilot (Wellness Massage) NC II

PROVIDE PRE-SERVICE TO CLIENTS

LO1: Schedule Clients

Introduction

Objectives
At the end of this unit, you should be able to:

1. Determine the how to appointment and scheduling clients.
2. Identify the importance of scheduling clients .

The scheduling of appointments and reservations is an important task in the

operations of all sized organizations, from Fortune 500 companies and enterprise

corporations, right down to service-based small businesses. While the manner of
appointment-scheduling has evolved through the years—from taking appointments

over the phone and recording them in a paper appointment book to utilizing an
electronic calendar such as those offered by Google or Microsoft Outlook—the task

itself remains tedious and time-consuming for organizations that continue to rely on

these outdated and inefficient methods.

Lesson 1 Appointment and Scheduling Clients
Topic 1 Why we need to schedule clients

Owning and running your own business is a huge undertaking. It can feel like there
are a thousand things to do all at once on a daily basis.

This can be true even if you have staff members to delegate some of the work to. So
how do you keep track of everything on your “To do” list?

One way you can stay on top of everything is to use a scheduling system. There are

at least 4 benefits of using a scheduling system in your business.
1. Improves Time Management
Scheduling systems are designed to help you keep on top of everything you need to
get done. Rather than wasting valuable time writing and rewriting lists on a notepad,
why not keep track online?
Online task management software quickly shows you what is on your list for each day
and what is coming up in the near future. In addition, you can reassign projects to
different days or even different staff members.
This allows you to use more of your time getting stuff done and less just making lists
and planning.
2. Allows Prioritization of Tasks
One of the benefits of using a scheduling system in your business is that you can set
up tasks in order of priority. This allows you to focus on those tasks that are more
important or have rigid deadlines first.

Without using a software system you must keep track of deadlines and priorities on
your own. That’s not always easy when you’re extremely busy and sometimes things
get missed.

It can also make you feel like you’re buried beneath a mountain of work with not
enough time to get it all done. As a result, your work quality could suffer which could
draw customer complaints and loss of revenue.
3. Enhances Efficiency
You probably have a lot on your plate as a business owner and at times your
schedule may change when you’re not at work. Using a scheduling system in your
business can help with that issue.

One of the really cool features of most task management software systems is the
ability to schedule and track projects on the go. Apps are available to install on your
smart phone so you can make changes in real time as you need to.

In addition, as your staff completes work assignments alerts can be sent straight to
your phone to let you know. That’s a more efficient way to keep track of work flow in
your business than to call constantly and check in with employees.
4. Strengthens Teamwork
Another of the benefits of using a scheduling system in your business is that
it strengthens teamwork. For example you can assign a task to more than one person
with instructions that they collaborate to complete it.

This type of task management allows employees to work together, communicate
thoughts and ideas, and motivate each other. When team members draw closer
together in their work it improves moral. It can even positively affect efficiency and

productivity as well as the entire business environment.

It’s certainly true that there are lots of things to do when you are a business owner.
Rather than becoming overwhelmed, let the benefits of using a scheduling system in
your business pave the path to success.

https://www.calendar.com/blog/scheduling-system-business/

Topic 2 Tips for Scheduling Client Appointments

Coordinating appointments requires a high level of organization, so setting up an
effective scheduling system for clients is essential. Check out these ideas to help
prevent common scheduling challenges.

Common Problems and Solutions

1. Paper calendars get messy and are hard to keep organized. An online
service takes the stress out of appointment scheduling for both you and your
clients.

2. Phone tag is time consuming. Online scheduling eliminates the awkward
phone tag with clients during business hours. If your customers have the
option to schedule with you 24 hours a day, seven days a week, they’re likely
to use your service more often.

3. Scheduling with multiple people is even more time consuming. When
proposing appointment times, offer 2-3 options your potential customers are
likely to be happy with, especially if the meeting involves more than one
participant.

4. Clients cancel at the last minute. Consider including your cancellation and
no-show policy in the descriptive text of your sign up, so your clients will know
your policies prior to scheduling an appointment.

5. You have too much information in too many places. A reliable calendar
system will make your schedule accessible whether you are at a desk or on
the move. Consider using a calendar that links with your computer and
smartphone.

6. Clients worry about security and privacy when scheduling. When creating
your sign up, you can customize privacy settings to choose the right level of
security. For instance, you can hide the names of clients when they sign up for
appointments.

7. You need a better system to keep track of payments. You can collect
payments for the appointments while people sign up. This helps to simplify
record keeping and ensure timely payment for services.

8. The details get lost in communication. Make sure clients know what to
expect and are prepared for the appointment by sending a custom notification.
These notifications are a great place to share essential details such as items to
bring and parking information.

9. No shows happen. No shows are frustrating and result in lost time and
revenue for small business owners, so ensure you have a consistent reminder
system in place, and you can customize reminders via text and email.

10. Rescheduling is a chore. Say you sent a text or email reminder and an
individual still didn’t show. Make it easy for them to reschedule by posting open
appointments slots that they can choose from.

11. Make it easy to schedule and check appointments on the go. An online
schedule means your clients can sign up from any device user-friendly
technology. Individuals can also check the sign up at any time to see their
responsibilities.

12. Choose a strategic time for your sign-up schedule to go live. Consider

when your clients are more likely to be available, such as early evening, so
they are more likely to check their schedules and book an appoint
13. Share your calendar in several places. Once your online sign up has gone
live, you can post your sign-up link on your own website, social media
accounts and client newsletter. Place in a prominent spot for easy accessibility.
14. Have clients fill out paperwork ahead of time. If your clients need to fill out
forms or sign a waiver, sending them ahead of time makes the check-in
process quicker at appointment time.
15. Sync up. Streamline your scheduling process so your calendar is updated
automatically.
16. Simplify your sign ups. Help clients easily see available slots on your sign
ups so they can reserve their appointment quickly.
17. Crunch the numbers. Easily check how many appointments are filled and
available on the reports and stats page of your sign up. You can also track how
many people visit your sign up.
18. Explore your options. Know what opportunities are best for your scheduling
needs.
19. Get the word out. After appointments, consider sending clients home with a
coupon to share with friends or family and offer incentives for referrals.
20. Show your gratitude. Send a follow up email from your sign-up account to
thank clients after their appointments. This thoughtful gesture will build the
connection with your clients and help you develop meaningful relationships
with them.

Online scheduling can save valuable time each day that you can spend on the things
that matter most to you.

https://www.signupgenius.com/business/tips-for-scheduling-client-appointments.cfm

Topic 3 Difficulties of Scheduling Appointments in the Traditional Way

On the surface, the process of scheduling appointments and managing individual

contact information seems simple enough. However, a more in-depth analysis of an
organization’s scheduling processes will reveal just how ineffective and costly this
task can be. It is, therefore, in an organization’s best interest to examine the way it

currently manages its scheduling and consider certain considerations affected by the

scheduling process.

These considerations include:

a) Staff resources needed for managing appointments
- A quick breakdown of daily staff responsibilities and the amount of time
devoted to each can reveal the level of employee focus on managing
appointments and reservations.

b) Time needed for managing appointments
- This time requirement may force organizations to spend less time on
more pressing task or inflate their operating costs by requiring additional
employees or overtime pay.

c) Limited hours of operation
- This not only presents a challenge for people scheduling—as they may
not have the means to contact the organizations during normal
operating hours—it also equates to missed sales when they are closed
for business.

d) Inconvenience for customers
- Customers, clients, students and patients not only desire the ability to
conduct transactions—like booking appointments or reservations—
online, they also expect it. In some instances, they may look elsewhere
for a competing organization that does offer it.

https://www.appointmentplus.com/wp-content/themes/appointmentplus-
theme/dist/img/pdf/manual_vs_automated_appointment_scheduling.pdf

Topic 4 Online Schedule

Technology has simplified and automated the processes for an increasingly growing
number of these organizations. Affordable, easily accessible and generally easy to
use, these applications have completely changed the way organizations schedule and
manage their appointments and reservations, as well as the way their customers,
clients, students and patients book their services.

Why Online Scheduling

Although other alternatives exist for managing the appointment-booking process,
online scheduling software is without doubt the most efficient and affordable option for
all-sized organizations, regardless of the type of service they schedule.

a) Advanced Functionality - Features found in online scheduling software
applications that can completely automate, streamline and improve the
appointment- and reservation-booking process are simply unavailable in the
traditional scheduling process.
 Online self-scheduling, whereby individuals can book their own
appointments and reservations at their own convenience, 24 hours a
day
 Automated e-mail and text message reminders
 Record-keeping and reporting capabilities
 E-marketing
 Online payment options
 Additional features
 “Plug-ins”, syncs and integrations with commonly used software
applications, such as electronic calendars, accounting programs
and e-marketing services.
 Mobile web apps that provide a smoother interface on
smartphones.
 Multiple appointments per time slot, an important feature for

booking groups and activities.
 An Online Society
 Staying Connected with Customers, Clients, Patients and Students
 Money Savings
 Time Savings

Topic 5 Knowing Client Details

There is a list of questions to ask your client before you begin massage therapy.
These should always be asked before you consider beginning work. Depending
on the client, this may take a very short amount of time, however, it’s important
to understand exactly why we ask these questions, and why they’re so
important.

will be others who might find them a little trickier. Treat each client individually,
and don’t assume an answer until you have it from them. Go through a short
interview process with each one before asking them to lie down and beginning
the treatment.

Remember to also employ active listening techniques and pay attention to their
body language. We’ve put together a sample of some questions that you might
ask a client before you begin treatment, so you can easily gauge the type of
massage they’re looking for, and can treat them appropriately in regards to their
past experience and potential injuries.

 Have you been to a massage therapist before?

This question is a great first interview number, as it tells you a lot of information
in one. Firstly, it tells you whether this is the first time they’re attempting to do
something about their condition, or whether there’s a history of practice that has
or hasn’t worked before.

This can cut your consultation time down significantly and allow you to find the
best course of action quickly and efficiently. If they know techniques that have
worked (or techniques that have failed to work) you can use your own expertise
to determine where to progress from there.

 Are you in pain? Where does it hurt, and how?

No matter your approach to this question, you should attempt to find out the source
of their visit. Is it to relieve stress build-up, or is their condition more chronic? Determining their
needs is a multi-step process, but you have to begin somewhere.

 What is your profession?

You can learn a lot from a client by asking this question. If a client is complaining
of lower back pain, it can stem from many situations. If they work all day moving
large boxes around a storage warehouse, you might be able to cut down on a
few of those possibilities and devise a way to both heal the injury and prevent it
from happening again.

Get further into this question by asking how they perform any of the tasks that
you feel might contribute, even if it’s as simple as how they sit on their office
chair.

 How are you affected by this injury?

Now that you know their basic working lifestyle and condition, find out what
outcomes they’d like to achieve at the end of your sessions. People often come
to massage therapists quite late into the proceedings, rather than preventatively
or as soon as possible, so you may be helping people who are already
experiencing a lot of disruption in their daily life from a common injury.

 Have you tried anything else?

This ties in and has the same outcomes as our first question, but also lets you
know if they’ve tried any other conventional (or non-conventional) remedies.

 Do you have any other conditions?

This is a helpful question, however it’s important to remember that your client is
not obligated to answer. Find out if there are any complicating factors at play, or
anything that might put them at risk through certain techniques.

 Ask them to go over their health form

Ask them a few questions regarding their completed health form, even if they’re
fairly routine. This will allow them to feel as if you’re giving them a full rundown
(which you are, but it’s also important to make people feeling safe and secure).

If there are any oddities within their form, ask them to explain them in greater
detail. People sometimes are more willing to talk to a healthcare professional
than they are to write out intimate details on a form, as it feels more personal
and less committed. Don’t probe too deeply, and always respect your client’s

wishes, but try to understand what’s going on.

 Are you taking any medications that may be a contraindication to
massage?

It’s vital to know whether your client is taking any medications that may affect
their massage experience, or alter the type of massage that is appropriate for
their needs. This includes medications such as anticoagulant medications (or
blood thinners) such as Warfarin.

 Do you have any allergies?

People often forget to mention things that may be obvious to you, so it’s
important to still cover the basic questions before you begin treatment, such as if
your client is allergic to something. The last thing you want is for your client to be
breaking out in a rash because you’ve used an oil for their treatment that they’re
allergic to. Always better to be safe than sorry!

 Do you know about the process of massage therapy?

Ask them how much they understand about the treatment they’re about to
receive. If they’ve been to a massage therapist before, explain what might make
your process different. If not, explain the basics of how what you’re about to do is
going to help them as an individual.

 You don’t have to go over the entire history of massage, but tell them what
you’re going to be concentrating on or what techniques you might be using for
them to help.

 Ask them to roleplay any specific pain issues

If your client is complaining of a repetitive pain, and it’s not debilitating enough
that they’re unwilling to do it, ask them to quickly run through a movement cycle
akin to what causes the pain. If it’s reaching for something, get them to pretend
to reach for something, and so on. You’ll be able to tell when, where, and why
they’re hurting (in most cases).

 Ask a few personal questions, and make conversation

Finally, remember that massage is about relaxation, and about keeping your
client in a position where they feel secure. They’re entrusting a lot to you, so try
and be communicative and pleasant to put them at ease and make sure they
enjoy their massage experience (and that they keep coming back to you for
more!)

.

https://www.discovermassage.com.au/blog/10-questions-ask-client-begin-massage-therapy/

Topic 6 Client Record Form

QUIZ 1: TRUE OR FALSE

1. Online self-scheduling, whereby individuals can book their own appointments and
reservations at their own convenience, 24 hours a day. TRUE

2. Coordinating appointments requires a high level of organization, so setting up an
effective scheduling system for clients is essential TRUE.

3. Plug-ins”, syncs and integrations with commonly used software applications, such
as electronic calendars, accounting programs and e-marketing services. TRUE.

4. Clients with special needs or requirements are identified promptly by observation
and questioning .TRUE

5. Staff resources are needed for managing appointments. FALSE

LO2 Receive Clients
Lesson 2 Effective Communication with Clients

Topic 1 Client communication

Objectives
At the end of this unit, you should be able to:

1. Identify the proper way of communicating clients.
2.Perform how to communicate clients when receiving/ schedule clients.

Many organizations have a customer care statement, which outlines the standards of
service customers can expect. Clients want to enjoy their visit to the beauty salon,
and they are paying for a service. It is important that during each visit they are made
to feel relaxed and comfortable.

Client Care

Remember that each client has a different personality and different treatment needs,
requiring an individual treatment approach. A client can be made to feel intimidated,
uncomfortable or ignored – and this can happen without you saying anything! Even
without speaking you communicate with your eyes, your face and your body,
transmitting some of your feelings. This is called no –verbal communication, how you
look and how you behave in front of your clients’ is important.

Positive relationships with clients

On meeting a client, always smile, make eye contact and greet her cheerfully –
however bad your own day is! As you communicate you can:

 promote yourself, and gain the client’s confidence in your professional and
technical expertise

 develop a professional relationship with the client
 establish the client’s needs
 promote services and treatments
Verbal communication occurs when you talk directly to another person, either face
to face or over the telephone. Always speak clearly and precisely and avoid slang. It
is important to be a good listener; this will help you identify the client’s treatment
requirements and understand their personality. You can then guide the conversation
appropriately

Conversing with a client

Having developed a professional relationship with your client, center the conversation
on them, so that they fell special. Avoid interrupting the client whilst they are
speaking, listen carefully and be patient. A nervous client may need to be reassured.
Gain their confidence by being pleasant and cheerful without chattering constantly.
When asking questions, don’t interrogate your client. Never talk down to them, and
avoid technical jargon – instead, use commonly understood words.
Certain technical information may not appear complicated but check tactfully with the
client to ensure that they have fully understood the information provided. Avoid all
controversial topics, when a relationship has been established, value it but be discreet
– clients will often share confidences with you. Never pass judgement and ensure that
you deserve client’s trust by maintaining confidentiality.

Responding appropriately

It may be that the client requests information that you are unable to help with or which
lies outside you responsibility. If this occurs politely inform them that you are not able
or qualified to deal with their request but will get somebody else to assist. Always
indicate how long this will take of it will not be immediately. Keeping your client
informed is reassuring and important to avoid dissatisfaction with the service
provided.

Non-verbal communication Non-verbal communication is also referred to as body

language. Interpreting body language is an important skill;

learn to notice how the client is behaving, including their voice, their eyes, their body
and their arm and hand movements. An instinctive ‘feel’ for customers’ behavior can

be developed with experience. Noticing client
behavior will help you to recognize the client’s different needs and expectations. You

must be able to adapt to these.

Avoiding client dissatisfaction Some dissatisfied clients will voice their

dissatisfaction; others will remain silent and simply not return to the salon. This

situation can often be prevented through good customer care and effective

communication.

 Always ensure that the client has a thorough consultation before any new
service.

 Regularly check the client’s satisfaction. If there is any concern, it is possible to
make any changes throughout the service, for example, during a manicure.

 Inform the client of any disruption to service – do not leave them wondering
what the problem may be. Politely inform them of the situation, for example ‘I’m
sorry but we are running ten minutes late – are you able to wait?’ if your salon
has facilities, you may offer them a drink.

 Inconvenience caused by disruption to service can usually be compensated in
some way. It is important to resolve problems and keep clients satisfied.
Customer care is vital: clients provide the salon’s income and your wages. The
success of the business depends upon satisfied clients.

https://www.nextstepbeauty.co.uk/blog/insights/effective-communication-with-clients/

Quiz # 2

Fill in the blanks

1.___________________ occurs when you talk directly to another person, either face to face
or over the telephone. VERBAL COMMUNICATION

2. Effective ______________can help consumers better understand how massage therapy
can be a part of their health and wellness goals. COMMUNICATION

3. ______________After the massage therapy session, find meaningful ways to stay in touch
with your clients. If you have a Facebook page that clients subscribe to, for example,
share articles that are relevant to their needs. STAY IN TOUCH

4. Always ensure that the ____________has a thorough consultation before any new service.
CLIENT

5. Though an ___________may sound formal, it’s a great way to reinforce the benefits of
massage therapy. Take a few brief moments to get a client’s impressions of the
massage session. EXIT INTERVIEW

ASSIGMENT/ACTIVITIES

Title : Receive / Schedule client’s

Performance Objective: after completing this activity, The Trainee will be able to receive / Schedule
clients.

Supplies : Paper , pencil, table and chair ,scanner, laptop/desktop

Steps / Procedure:

1. Greet the client.
2. Introduce self, Hand shake.
3. Explain Hilot Services and products.
4. Ask when they want to come for a hilot massage session.
5. Ask client to fill up client information sheet
6. Record client information.
7. Schedule client for the hilot massage session.
8. Send to given email the copy of client information sheet

Assessment Method.
Performance Criteria Check-list

Client Profile

Name: Date:

Address: Personal information:
Cell number:

Birthday: Age: Status:

Occupation: Workplace: Gender:

PLEASE CHECK ON APPROPRIATE BOX BELOW MEDICAL AND HEALTH

INFORMATION

Diabetes Kidney problem High blood pressure Cancer

Stroke Heart trouble Digestive disorder Hypertension

Menstruation Skin condition Nervous conditions pregnant

COMPLAINT: (BEFORE MASSAGE)

CLIENT’S REMARKS: (AFTER MASSAGE)

VITAL SIGNS BEFORE MASSAGE: NORMAL PARAMETERS:

Blood pressure: Normal:120/80mm Hg-140/90mmHg

Temperature: Normal:36.5-37 degrees Celsius

Pulse rate: Normal:60-100 beats/mins.

Respiratory rate: Normal:12-20cycle/mins.

___________________________________ _________________________________
Signature over printed name Signature over printed name
(Client) (Therapist)

PERFORMANCE CRITERIA CHEKLIST 2.1-4

CRITERIA YES NO

Did you….?

Gather necessary equipment

1) Greet the client.
2) Introduce self, Hand shake.
3) Explain Hilot Services and products.
4) Ask when they want to come for a hilot massage

session.
5) Ask client to fill up client health information sheet
6) Record client information.
7) Schedule client for the hilot massage session.
8) Send to given email the copy of client information sheet

LO3 Identify clients ‘special customer service needs/requirements

Lesson 3 Massage Clients with Special Needs

Topic 1 Special Needs

Objectives

At the end of this unit, you should be able to:

1. Determine the clients specials needs.

How to give massage to Clients with Special Needs

A career in massage therapy can be quite demanding in
many respects. The long hours that you may have to work can be
challenging. Moreover, you will have to deal with a wide variety
types of clients. Some may be very pleasant to deal with while
others may be difficult.

Of course there are other clients who may expect inappropriate
things from you. However, there is one aspect of the job which
may be classified as the most challenging; it is to deal with clients
who have special needs.

Clients with special needs can be extremely easy or quite difficult
to deal with, depending upon the situation. This is why you have to
make sure that you are trained and prepared to help them out.

Who Are Special Needs Clients?

Throughout your career as a massage therapist, you will get various types of
clients. Some of those clients may have special needs. Now does not refer to the
need for particular type of massage technique. In fact it refers to the physical
condition the client may be in.
In most cases, a client with special needs may be physically impaired. Such
clients come in to relax their muscles so that mobility can be restored to
them. Other clients are simply suffering from certain ailments for which they
require massage. Pregnant women can also be classified as clients with
special needs. Elderly are also clients with special needs.

Since they have special requirements, you will need to alter your massage
technique. The techniques are altered to makes sure that the clients get

what they need and yet are safe. Giving a massage to a special needs client can be tricky. In fact, you need
special training to make sure that you do it properly.

What are the things to consider when giving special needs clients a massage?

Giving a massage to a special needs client requires learning special techniques. These techniques could help
you decide what you need to do, to make sure that your clients are properly taken care of.
There is still a lot to consider when giving a massage to such clients. One of the worst situations you can find
yourself in is when you do not know about the client’s needs.

Most clients fail to relate their special needs to the therapist when making an appointment. This is one aspect
that you have to be prepared for. Let’s look at a few things that you need to consider when dealing with such
clients:

How to ensure the safety of the client when providing massage?

One of the main things that you have to ensure is the safety of the client,
as well as yourself. This is absolutely necessary for clients who have a
physical disability or are on a wheel chair. Never try to move such clients
on your own, no matter how strong you think you are. This is because you
could end up straining the client’s muscles or joints, and causing them an
injury.

This can be a big problem to deal with and some clients often file lawsuits
because of such issues. Moreover, you may strain your muscles in moving the client. This is why it is best to
have a helper for such massages. You do not need to have someone to help you for the actual massage but,
you have to have assistance in moving the client.

How to apply the proper massage technique?

Encountering such clients during your
massage therapy career is almost a given. You will
receive such clients at some point and you may
need to deal with them. This is why it is best to
receive special training to learn how to help them.
Most massage schools provide training on how to
deal with special needs clients.

If you haven’t learned about this in massage school,
you should definitely consider learning appropriate techniques. The massage techniques for special needs
clients are not significantly different. They just have a few additions or exclusions to the original technique to
accommodate different needs. Be sure to learn about these techniques.

What makes the environment comfortable for your client?

Clients with special needs often get offended if they receive special treatment. This is because it can be
psychologically degrading for them. This is why you have to tread very carefully when dealing with such clients.

For instance, you should ask them if they need help with anything instead of jumping right in and
helping them. This way you will get a better idea of how to deal with the particular client. Of course, not all
clients are this sensitive. You should develop the skills necessary to deal with all sorts of special needs clients.

How to analyze your range of skills?
The worst things you can do as a massage therapist is to think
too highly of the skills you have. Always remember that
everyone has their limitations. The best thing to do is to accept
your limitations and deal with the situation accordingly.
If you come across a client who has a special need which you are
not aware of, avoid dealing with him/her. The issue may be
quite simple, or it may be extremely complicated. But it is best
not to take a chance if you are not sure. You may end up
injuring the client significantly. Therefore, you have to know
when you should refer a client to another therapist who can deal with them.
Things to prepare for last minute surprises.
There are countless times when special needs clients do not tell the therapist about their condition. They set
an appointment and you may find out only when you actually meet the client. This can be a tricky situation,
which is why it is best to be prepared.

A good option is to be prepared for such clients at all times. You should keep any special supplies you may need
handy. Another great option is to ask clients if they have any special needs when they are setting the
appointment.

You have to be very tactful as to not offend customers. You can ask clients general questions like if they would
like you to make any special arrangements or not. Regular clients may not be offended with this question and
special needs client may tell you about their condition.

Now that you know about special needs clients, you should be better prepared to handle them. Always
remember that you have to be extra vigilant when dealing with clients who have special needs.

Contraindication - a reason not to provide someone with massage.

 A condition or factor that serves as a reason to withhold a certain
medical treatment.

 any conditions, diseases, or sickness that can be made worse if
massage is performed

 means that massage absolutely cannot be performed and there are local
reasons for not getting a massage which means that the area
surrounding the condition should be avoided but the rest of the body can
be massaged.

 if the condition is contagious, the massage therapist could get the
condition and then spread it to other clients. Therefore, the therapist
must decline the massage if any absolute contraindications are present.

 It is also any circumstance or situation that massage may be harmful to
the client/ cannot apply (3 types – local, total and absolutely no
massage) except if there’s a doctor’s certificate.

Contraindications can be absolute which Sometimes the client will not give the massage therapist
the correct information or he or she may not even be aware of the contraindication so the massage
therapist must be on guard, observing each client while preparing to give the massage

As you can see, there are many things that can prevent massage. The following lists are just a few of
a very long list of reasons to not give a massage. This fact demonstrates why the medical intake forms
the client fills out are important both for the client and for the massage therapist.

Quiz 3 h5p TRUE OR FALSE. Write TRUE if the statement is correct and
FALSE if the statement is in correct.

__________ 1. Contraindication is a reason not to provide someone
with massage.
__________ 2. Indication is a reason to provide someone with
massage.
__________ 3. Treat a patient within 30 minutes before and after
meal.
__________ 4. Alcohol is used at the back of the patient.
__________ 5. Do not treat a pregnant patient especially in their
first trimester.
__________ 6. Advice the patient not to take cold drinks after the
massage.
__________ 7. Use direct pressure on varicosities.
__________
8. Do not palpate sensitive areas like the thoracic abdominal and pelvic
__________
__________ areas.

9. Massage causes depression.

10. A patient could take a bath right after the massage.

1. TRUE

2. TRUE
3. FALSE

4. FALSE
5. TRUE
6. TRUE

7. FALSE
8. TRUE

9. FALSE
10.TRUE

LO4 Deliver hilot wellness service to client/s

Lesson 4 Additional levels of hilot wellness services

Topic 1 Types of Treatment

Objectives

At the end of this unit, you should be able to:

1. Identify the types of treatment in hilot wellness services

Traditional Hilot Massage

This is a traditional massage treatment. This combo of healing and deep massage will harmonize the
body’s elements, relax the mind and heal the body. This method also employs Banana leaf strips,

laced with coconut oil and warmed over a candle flame. The banana leaves are run through areas of

the body and tends to stop or tug over energy blockages. Otherwise, the leaf tends to smoothly slide

over the skin.

Banana leaf also has some medicinal and herbal elements to it. Banana leaves contain large amounts
of polyphenols, including EGCG antioxidants, found in green tea, and blueberries.

Hot Stone Hilot Massage

Many people find the warmth of the hot stones to be comforting and get it for relaxation. Heated
smooth, flat stones are placed on key points on the body, and the heat relaxes muscles, allowing to
work the muscles without using deep pressure. The stones are heated and doused in Virgin coconut
oil and applied to the back. The heated stones also promotes temperature balance in relation to Hilot
theory making this an excellent healing method.

Bentosa Cup Hilot Massage

Bentosa cupping massage is a healing method adapted from the Chinese over 3,000 years ago. A lit
candle is placed on the patients back and immediately covered with a glass cup. A vacuum is created
by air heated by fire in a glass cup placed flush against the patient’s skin. As the air cools in the cup, a
vacuum forms that pulls up on the skin, stimulating the acupressure effect. By creating suction and
negative pressure, Bentosa is used to drain excess fluids antitoxins; stimulate the peripheral nervous
system; bring blood flow to stagnant muscles and skin; and loosen adhesion, connective tissue and
stubborn knots in soft tissue.
Banana leaf scanning

Banana Scanning or Pinoy traditional Hilot is a proven relief of minor discomforts of the veins,
bones and muscles. It cures fever, sprains, muscle weakness, stress, body pains, dislocated
uterus and many more. It uses home-made oil infused with different herbs which is then
massaged onto the patient’s affected body part.
This unique Filipino therapeutic massage also makes use of banana leaf for scanning the
affected areas.
Experts say the Pinoy therapeutic massage is a hit because there is no risk of overdose
Banana leaves are a natural ionizer that works on bio-energy with its application to the skin to
a certain part of the body and determines which part of the body needs necessary attention
and recovers balance and harmony to the body. Banana leaves also have an antiseptic effect.
It has been a useful way of treating illnesses from flu to sprains and even bone dislocations. It

is embedded in the Filipino culture and is still into practice as an alternative medicine
massage.
Traditional Foot Hilot Massage – Dagdagay

Dagdagay is a traditional Filipino foot massage originating from the mountain province, is a
therapeutic foot massage using rattan sticks. Long motion and acupressure is applied to the soles of
the feet to restore balance and boost the body’s immune system. Similar to Chinese foot reflexology
and Thai foot massage, the Dagdagay is an authentic Filipino foot massage that has been used for
centuries and is now redefining ancient and modern natural therapy.
Scalp Massage – Tiris

Tiris is a scalp massage that has been widely used in the Philippines to rid patients of headaches.
Scalp massage will help balance energy in the mind and also relive stress. This technique has been
practiced by indigenous indios in the Philippines before Spanish colonization. It has survived centuries
and still exist today as a form of healing and wellness.
htthttp://massagetherapyonlineservices.blogspot.com/2016/10/banana-
scanning.htmlps://anituo.tumblr.com/post/41495180312/pinoy-culture-hilot-traditional-massagehealing

Quiz 4 h5p fill in the blanks
1.________________ is a traditional Filipino foot massage originating from the mountain
province, is a therapeutic foot massage using rattan sticks. DAGDAGAY
2.___________________ has some medicinal and herbal elements to it. Banana leaves
contain large amounts of polyphenols, including EGCG antioxidants, found in green tea, and
blueberries BANANA LEAF SCANNING
3. Tiris is a _________________that has been widely used in the Philippines to rid patients of
headaches. Scalp massage will help balance energy in the mind and also relive stress. SCALP
MASSAGE.

4. By creating suction and negative pressure, ____________________ is used to drain excess
fluids antitoxins; stimulate the peripheral nervous system; bring blood flow to stagnant muscles
and skin; and loosen adhesion, connective tissue and stubborn knots in soft tissue. BENTOSA

5. Many people find the warmth of the ________________ to be comforting and get it for
relaxation. HOT STONE

LO5 Respond to client/s complaint/s
Lesson 5 Nature of complaint

Topic 1 Common complaint of clients

Objectives

At the end of this unit, you should be able to:

1. Identify customer complaints.

2Determine how to handle customer complaints consistently .

As professional massage therapists, we meet a lot of different people. If you’re interested in working
as a massage therapist, or if you’ve recently been educated and certified in massage therapy, you’ll
find that working with people is a vital part of running a good business. In fact, it’s no exaggeration to
say that people skills have a direct impact on your ability to do well in your practice, whether you’re
working solo or part of a team.

1. Too much pressure or not enough

This is the complaint massage therapists hear most often, but there are also a surprising number of
cases in which they don’t actually hear about it (even though the complaint exists). People are
sometimes reticent to talk directly to the therapist about pressure that’s too firm or not firm enough.
Instead, they’ll complain to others after the fact, and/or take their business elsewhere. Actively seeking
feedback on the pressure is a good way to do this, since patients are more likely to answer honestly
when prompted. The other thing to point out is good, honest training. When you’ve been through a
quality massage therapy program with abundant hours of classroom instruction and hands-on
practice, your ability to find the right pressure for different patients and different needs is much greater.

2. Smoke, perfume and other odors

Because massage is such a personal experience, with a great deal of physical closeness between
therapist and patient, it’s important to pay close attention to odors or fragrances that might cling to
clothing or linger in the treatment room. If you’re a smoker (and we hope you aren’t), this can cause a
fair bit of discomfort to your patients, and take away from the sense of professionalism. Perfumes and
other strong odors should also be avoided. In general massage therapy should only involve natural
and unobtrusive fragrances, such as natural essential oils.

3. Lack of focus

This is often a “nebulous” complaint that manifests itself in other ways, including insufficient pressure,
or taking time out of the client’s treatment to answer a phone call or use the restroom. Clients are
going to think more highly of you and your practice when you stay focus and present throughout the
entire duration of the treatment. Being able to do this — especially if you have a full day of treatments
to get through — can be challenging. It takes a professional attitude and a good deal of endurance.
Legitimate massage therapy schools will address this and many other practical issues involved in
being a top-level massage therapist.

Getting to the next level

Massage therapy can be a tough trade — but it’s also one of the most rewarding out there. Being
consistent and successful as a practitioner of massage therapy takes practice, patience, and a careful
study of common mistakes. If you’re thinking of enrolling in a massage therapy certification program,
make sure it’s one that covers all aspects of the business, and gives you the technical as well as the
practical skills you need to thrive in the long term.

https://bodyinmindinstitute.com/3-common-complaints-massage-therapists/

Topic 2 Complaint resolution procedures

Every complaint is different but the steps for dealing with them should be the same. As well as having a
complaint policy, it's also good to have a procedure to show staff and customers the steps that you take when
dealing with complaints. A complaint handling procedure ensures complaints are dealt with the same way every
time.

Here is a sample procedure for handling customer complaints consistently.

1. Listen to the complaint. Accept ownership of the problem. Apologize. Don't blame others. Thank the
customer for bringing the problem to your attention.

2. Be understanding. Remember, the person is complaining about your business, not about you
personally. Be calm, cheerful and helpful. Where possible, let the customer know that you will take
responsibility for resolving the problem.

3. Record the complaint. Detail the complaint so that you and other staff know exactly what the problem
is. Have one place to record complaints and the actions taken to resolve them. This lets you see any
patterns emerge over time. Complaints about a particular process or product might indicate that changes
need to be made. Staff can also see what was done to resolve complaints in the past.

4. Make sure you have all the facts. Check that you understand the details while the person is making
the complaint, and ask questions if necessary. This will also let them know that you are taking their
complaint seriously.

5. Discuss options for fixing the problem. At the very least, a sincere apology costs nothing. But think
about what this complaint could cost you in lost business or a complaint to the Equal Opportunity
Commission. Maybe you can provide a free product or discount a future service.

6. Keep your promises. Don't promise things that you can't deliver. In handling complaints it is better to
under-promise and over-deliver.

7. Be quick. If complaints take several days to resolve or are forgotten, they can escalate.
8. Follow up. Record the customer's contact details and follow up to see if they were happy with how their

complaint was handled. Let them know what you are doing to avoid the problem in the future.
9. Reward your staff. Encourage and reward your staff for dealing with unhappy customers and handling

their complaints well.
https://eoc.sa.gov.au/about-equal-opportunity/services/toolkit/developing-complaint-handling-procedure

Quiz 5 h5p True or False
1._______________ Discuss options for fixing the problem. At the very least, a sincere apology costs

nothing. But think about what this complaint could cost you in lost business or a complaint to the Equal
Opportunity Commission. Maybe you can provide a free product or discount a future service. TRUE
2.___________________ Reward your staff Accept ownership of the problem. Apologize. Don't blame
others. Thank the customer for bringing the problem to your attention. FALSE.
3.___________________ be quick if complaints take several days to resolve or are forgotten, they can
escalate TRUE
4.____________________ be understanding Remember, the person is complaining about your business,
not about you personally. Be calm, cheerful and helpful. Where possible, let the customer know that you
will take responsibility for resolving the problem. TRUE

5.___________________Follow up, Check that you understand the details while the per son is
making the complaint, and ask questions if necessary. This will also let them know that you are taking
their complaint seriously. FALSE

Prepared by:

MYLA B. ALULOD
Trainer, JZGMSAT