Modification History
Not Applicable
Unit Descriptor
This unit describes the performance outcomes, interpersonal, communication and customer service skills and knowledge required to work in the fitness industry. It requires the ability to use appropriate communication techniques, maintain high personal presentation standards, establish rapport with clients, determine and address client needs and expectations and deal with complaints.
Application of the Unit
This unit describes fundamental communication and customer service skills for those working within the fitness industry and applies to the full range of industry sectors and environments. The fitness service could be for one-on-one or small group and service provision could be face-to face, via electronic means or over the telephone.
This unit underpins effective performance for all skills involving client interaction at all levels.
Licensing/Regulatory Information
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Pre-Requisites
Nil
Employability Skills Information
This unit contains employability skills.
Elements and Performance Criteria Pre-Content
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide. |
1. Communicate with clients. |
1.1. Conduct communication with clients in a polite, professional and friendly manner. 1.2. Use language and tone appropriate to a given situation in both written and spoken communication. 1.3. Source relevant information about products and services and provide information clearly to clients. 1.4. Use appropriate non -verbal communication in all situations. 1.5. Observe and take into consideration non-verbal communication of clients. 1.6. Show sensitivity to cultural and social differences . 1.7. Use active listening and questioning to facilitate effective two-way communication. 1.8. Select an appropriate medium of communication for the particular audience, purpose and situation, taking into consideration the characteristics of each medium and the relevant factors involved . 1.9. Use selected communication medium correctly and according to standard protocols and organisation procedures . |
2. Maintain personal presentation standards. |
2.1. Practise high standards of personal presentation according to organisation requirements, work location, impacts on different types of clients and specific requirements for particular work functions. |
3. Provide service to clients. |
3.1. Identify client needs and expectations correctly, including clients with special needs , and provide appropriate products, services or information. 3.2. Meet all reasonable client needs and requests within acceptable organisation timeframes. 3.3. Identify and take all opportunities to enhance service quality. |
4. Develop a client relationship. |
4.1. Create and update client records according to organisation protocols. 4.2. Develop a rapport with and provide empathy and special assistance to the client who is faced with special needs or circumstances. 4.3. Promote repeat business by the offer of promotional services . 4.4. Encourage clients to voice queries and or fears and address these appropriately. 4.5. Take into consideration cultural and personal factors when consulting or interacting with clients. 4.6. Exercise discretion and confidentiality appropriately, outlining and explaining to clients boundaries of confidentiality as required. 4.7. Define and apply boundaries of the exercise instructor and client relationship. |
5. Respond to conflicts and client complaints. |
5.1. Identify potential and existing conflicts and seek solutions in conjunction with parties involved. 5.2. Recognise client dissatisfaction promptly and take action to resolve the situation according to individual level of responsibility and organisation procedures. 5.3. Respond to client complaints positively, sensitively and politely and in consultation with the client. 5.4. Resolve or refer escalated complaints to the appropriate person according to individual level of responsibility and organisation policy and procedures. 5.5. Maintain a positive and cooperative manner at all times. 5.6. Present relevant information clearly. 5.7. Discuss unresolved concerns. 5.8. Make appointments for clients according to workplace guidelines when required |
6. Use basic counselling skills . |
6.1. Determine needs for basic counselling. 6.2. Provide basic counselling. |
Required Skills and Knowledge
This section describes the skills and knowledge required for this unit. |
Required skills |
|
Required knowledge |
|
Evidence Guide
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package. |
|
Overview of assessment |
|
Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
|
Context of and specific resources for assessment |
Assessment must ensure:
|
Method of assessment |
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
Range Statement
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included. |
|
Communication may be: |
|
Clients may be: |
|
Non -verbal communication may involve: |
|
Cultural and social differences may include: |
|
Medium of communication may be via: |
|
Factors affecting the selection of appropriate medium may include: |
|
Protocols and organisation procedures may include: |
|
Personal presentation may include: |
|
Clients with special needs may include: |
|
Promotional services may include: |
|
Client complaints may relate to: |
|
Boundaries may refer to: |
|
Relevant information may include: |
|
The needs for basic counselling may include: |
|
Basic counselling skills may include: |
|
Organisation specific guidelines may include: |
|
Unit Sector(s)
Fitness
Competency Field
Fitness