module 4 exercise and health fitness management and work experience

Module 4 Exercise and Health Fitness Management and Work Experience

Objectives To describe the operations of an exercise facility and the HFPs responsibilities To overview risk management, accident procedures, insurance requirements and legal obligations as they apply to the HFP, the environment and facility To identify and evaluate commercial trends within the industry

Continuous Assessment Procedures Work Experience Report (2,500-3,000 words) 80% Written paper (4 questions, 20 mins.) 20%

Work Experience Requirements Content of Report Introduction Shift in the Gym/Leisure Centre Participation in External Classes Full/Part Teaching Fitness Assessment and Programme Planning Analysis Summary

Work Experience Report Guidelines Marking Scheme Introduction.5% Shift in the Gym/Leisure Centre.10% Participation in External Classes.15% Full/Part Teaching.10% Fitness Assessment & Programme Planning.15% Analysis ..20% Summary...5% Total.80%

Work Placement Report Guidelines 1.Original Work 2.Plagiarism 3.2,500-3,000 words typed 4.1.5 line spacing, font size12 Times New Roman 5.Discuss your experiences 6.Base report on evaluation forms completed

Content of Module 4 Duties of EFI Customer care Communication skills Marketing Risk management Safety statements Normal operational procedures Emergency operational procedures Insurance Industry, colleagues Market trends

Suggested Approach to Module 4 Read recommended texts prior to lecture Use the lecture as a recap and an opportunity to ask questions and resolve any difficulties When studying, take notes of important points Commence Work Experience Report on day 1

Duties and Attributes of an EFI Objectives At the end of this session, students will be able to: describe the duties and tasks of a EFI outline the administration procedures involved in conducting those tasks and duties describe the guidelines for good communication skills describe the EFIs professional responsibilities

Duties of an Exercise and Fitness Instructor (EFI) Plan and instruct safe and effective classes Evaluate clients and prescribe a safe and effective programmes Gym supervision Maintain safety and hygiene standards Gym reception

Administrative Duties General record-keeping Programme cards Assessment recording Class bookings/records Screening forms Accident reports

Attributes of a Professional EFI Personal appearance Punctuality Welcoming/approachable Appears competent and confident Prepared/well organised Clarity of instruction and voice Good posture Perfect technique Up-to-date

Objectives of Communication To be received (heard/read) To be understood To be accepted To get action (change of behaviour or attitude) (Stanton, 1996)

Basic Speaking Skills Clarity Accuracy Empathy Sincerity Relaxation Eye contact Appearance Posture

Aids to Good Listening Be prepared to listen Be interested Keep an open mind Listen for the main idea Listen critically Resist distractions Take notes Help the speaker

Services Marketing Objectives At the end of this session, students will be able to: Identify the characteristics of services. Outline the concept of marketing List and explain the 7 Ps of services marketing

Marketing Marketing is the management process responsible for identifying, anticipating, and fulfilling customer requirements profitability. (Chartered Institute of Marketing)

Services Any act or performance that one party can offer to another that is essentially intangible.

Characteristics of Services 1.Intangibility 2.Inseparability 3.Variability 4.Perishibility (Kotler 2000)

Marketing The secret of good marketing is to: identify customer requirements satisfy customer requirements develop customer loyalty encourage repeat interactions make a profit (or achieve a defined objective)

Marketing A market-focused organisation involves everyone being constantly aware of a continuous flow of satisfied customers or else: the business will stagnate job prospects will diminish sooner or later, jobs will disappear

Components of Services Marketing (7 Ps) Product Price Place and time Promotion People Physical Evidence Process

Customer Care Objectives At the end of this session, students will be able to: Identify good customer care practices Describe methods of assessing customer satisfaction Identify the factors that influence service quality Recognise the importance of customer care for customer retention

Customer Care Customer care is a fundamental approach to standards of service quality. It covers every aspect of a companys operations, from the design of a product or service, to how it is packaged, delivered and serviced. (Clutterbuck Developing Customer Care Programmes)

Components of Customer Care Service quality Customer service Product quality After-sales service

Assessing Customer Satisfaction Comment forms Questionnaires Focus Groups Mystery Customer

Customer Retention Satisfied customers stay loyal for longer. More likely to buy more and avail of new products. Will talk favourably about the provider. Are less sensitive to price May suggest ways of improving your service Cost less less administrative work

Service Quality Customers are the sole judge of service quality, assessing it by comparing the service they receive (perceptions) with the service they desire (expectations)

Service Quality A facility achieves a strong reputation for service quality when it consistently meets or exceeds customers expectations. 5.4.g.iv OH

Factors that influence Service Quality Reliability Responsiveness Assurance Empathy Tangibles

Customer Response to service failure Complain Civil or criminal action Leave Nothing

Facilitating Complaints Build good communication channels phone lines, e- mail, customer comment cards. Be prepared to accept complaints Empower staff to deal with complaints

Service Recovery Service recovery is the systematic efforts to correct a problem Restore customer satisfaction. Regain customers goodwill

Guidelines for Complaint Handling Act fast Admit mistakes Show you understand problem from customers point of view Dont argue with customer acknowledge their feelings Give customer benefit of the doubt Clarify steps needed to solve problem Keep customer informed of progress Consider compensation Regain customer goodwill

Facility Software Members personal details Screening forms Renewals Birthdays: build relationship Barcode entry: automatically logs client Programme monitoring We miss you cards

Facility Software Database marketing Techno-gym smart card Free Apps Online Booking and Billing Systems

Safety and Risk Management at Work Objectives At the end of this session, students will be able to: define a safety statement outline the content of a safety statement describe the stages of preparing a safety statement identify environmental factors that can affect the health and safety of the client and/or instructor identify potential litigation issues in the exercise environment identify risk management procedures describe the procedures to follow in the event of an accident in the gym

Safety Health and Welfare at Work Act 2005 This Act is the legislative base for occupational health and safety. It was designed to lay down general principles for the prevention of accidents and ill health at work. Included in the act are duties of both the employer and the employee

Duties of the employer it shall be the duty of the employer to ensure, as far as is reasonably practicable, the safety, health and welfare at work of all his employees.

Duties of the employee These duties are intended to protect the employee, fellow employees and any other person affected by the employees actions.

What is a Safety Statement? A written programme for safeguarding health and safety in the workplace Represents a commitment to health and safety Specifies the means and resources for maintaining and reviewing health and safety in the workplace Safety Health & Welfare at work Act 2005 It is the LAW.

Safety Statement Content Identify hazards in the workplace Assess risks arising from these hazards Specify the manner in which health and safety are to be secured

Safety Statement Content Include the names and job titles of people responsible for health and safety in the facility Specify the cooperation required from employees Contain arrangements for consultation with employees on health & safety matters. Signature of MD or person who has overall responsibility.

Safety Statement - Access All employees Outside Contractors Maintenance or temporary workers Delivery people

Preparing a Safety Statement Prepare a Health and Safety policy Identify Hazards Carry out a Risk Assessment Plan precautions Record findings Review programme & Update

Risk Management An operating method that helps management and staff to co-operate in identifying, assessing and controlling the losses associated with the risks involved in the fitness/leisure business

Risk Management May be viewed as the process of identifying hazards, assessing risk, taking action to eliminate or reduce risk, monitoring and reviewing

Definitions Hazard: Something that has potential to cause damage/harm Risk: An expression of the likelihood that the harm from a particular hazard will be realised, e.g. high/medium/low

Definitions Accident: is an unplanned, undesired event resulting in harm. Incident:is an unplanned, undesired event that may have resulted in harm (near miss/near-hit etc.).

Definitions Harm: includes death, injury, physical/mental ill health, and damage to property. Loss of production, or any of these in combination. Danger: is a state where/when there is exposure to a hazard and is the opposite of safe or safety (danger, dangerous condition, danger area or zone etc.).

Definitions Safe: is the state where/when exposure of hazards has been controlled to an adequate level and is the opposite of dangerous or danger (safe, plant, and safe system of work). Assessment: evaluating whether hazards are adequately controlled, taking into account any measures already in place

Benefits of Risk Management Improved quality of service Greater number of satisfied customers Greater motivation of staff Strengthens negotiating powers with insurers Helps protect against litigation Meets legal requirements

Stages of Risk Assessment Identify hazards Assess the risks from the hazards Produce an action plan for risk reduction

Physical Hazards Manual Handling Equipment Falling objects Slipping/tripping hazards Introduction of new machinery/work systems Fire Machinery Electricity Hot substances/surfaces

Physical Hazards Hand tools Poor Housekeeping Collisions between moving equipment

Health Hazards Noise Harmful dusts Unsuitable lighting levels Some types of light eg. over exposure to ultra- violet light Sources of radiation Extremes of temperature Injury through poor design of tasks/machinery

Biological Agent Hazards Viruses Bacteria Tuberculosis Hepatitis

Human Factor Staff mentally and physically capable of doing their jobs Workplace organisation Violence to workers, bullying Passive smoking

Chemical Hazards Contamination through inhalation, ingestion, skin contact Affect may be immediate (skin rashes) or take many years to manifest (cancers)

Potential Severity Rating (PSR) To help the assessor prioritise hazards and harm, a six- point rating system is used. 1.Negligible injuries 2.Minor injuries 3.Major injuries 4.Fatal injuries 5.Multiple fatalities 6.Catastrophic fatalities

Injury Definitions Minor may require routine first aid Major requires hospital treatment or is life-threatening Catastrophic stadium collapse etc.

Probable Likelihood Rating (PLR) Assesses the chances of harm from a hazard being realised as being: 1.highly improbable 2.remotely possible 3.occasional 4.fairly frequent 5.frequent or regular 6.almost a certainty

Risk Rating Number (RRN) Calculated by multiplying the Potential Severity Rating (PSR) by the Probable Likelihood Rating (PLR) PSR X PLR = RRN This procedure needs to be carried out for each hazard and a risk assessment table completed.

Sample Risk Assessment Table 632Regular checks Rules to dry in shower area Wet floorDressing room floor 6969 3333 2323 Keep/tidy rules, Prior user training Tripping Dropping on feet Free weights area RRNPLRPSRArrangements to examine Possible cause Hazard

Operating Procedures Normal operating Procedures (NOPs) Day to day running of workplace Emergency Action Plans (EAPs) Specific plan for emergency

NOPs The NOPs should set out the way the facility operates on a daily basis. Examples of common NOPS include: Systems of work and operating systems Dealings with customers First Aid Arrangements Staff duties and responsibilities Arrangements for activities Details of the alarm system Arrangements and conditions for the hire of the facility Child protection guidelines (RLSS 2003).

EAPs EAPs should prevent and minimise any impact on health and safety associated with risks. They should give specific information on the action to be taken in the event of an emergency. These should be studied and rehearsed thoroughly as they can not be learnt overnight

Examples of EAPs Overcrowding Fire Disorderly behaviour Bomb Threat Lighting failure Structural failure Emission of toxic gases

Content of EAPs Details of who is in charge if an incident occurs, who rings the emergency services and who is in charge after assistance has been sought. Clearly outlined key tasks and steps in dealing with the emergency. Details of the system of communication during an incident and guidelines on how to handle public announcements and give information to the police, families, press and other enquiries.

Content of EAPs cont. The type of emergency equipment available and where it can be found. The availability of first aid equipment, the procedures for handling casualties and dealing with their aftercare. Follow up arrangements such as procedures for compiling reports of incidents, replenishing or replacing used supplies or equipment. Links with the NOP to make clear the number, location and role of all the staff on duty. The number of staff needed to deal with an incident and what the expected response will be from the public.

Procedures following Accident 1.Scene Safety 2.Attend injured person 3.Do not admit liability 4.Get a Witness Report 5.Write Accident Report 6.Follow up on injured.

Accident Report Form Client details Instructor details Description of accident Time Environmental conditions

Accident Report Form Names of witnesses Brief written account by witnesses Action taken by self/other member of staff Follow-up

Insurance At the end of this session, students will be able to: identify the need for insurance list types of insurance describe the concept of duty of care outline the legal liabilities of the HFI and the fitness facility

Duty of Care a duty of care situation exists whenever a person should reasonably foresee that a course of conduct is likely to cause loss to another. Doolan (1996) Principles of Irish Law 4th ed. p.180

Negligence The omission to do something which a reasonable person would do, or doing something a reasonable person would not do. Doolan (1996) Principles of Irish Law 4th ed. p.180

Negligence In order to prove negligence, you must show the following were present: A duty of care A breach of that duty of care Actual loss or damage A connection to the person injured

Duties and Liabilities Identified in Courts Duty to plan training sessions properly Duty to provide adequate supervision Duty to notify clients of risks Duty to provide a safe environment - Occupiers Liability Act 1995 Duty to protect with first aid and emergency procedures Duty to provide proper instruction

Duties and Liabilities Identified in Courts An instructor must also be careful of any advice they give to clients regarding any aspect of health and fitness.

Need for Insurance It is impossible to conduct a programme of physical activity that is entirely safe As long as one or more persons are allowed to move, particularly when this movement includes physical contact, competition with the other and perhaps the use of equipment and apparatus, there exists the threat of danger, harm or loss. Dougherty et al. (1994) Sport, Physical Activity and The Law. Human Kinetics, Champagne, Il.

Types of Insurance Cover Public and Employers liability Professional indemnity Product Liability Insurance Permanent Health Insurance Business Interruption Insurance Maintaining standards is the best practice - it ensures participants safety and provides a strong defence against potential litigation

Insurance An insurance scheme for NCEF instructors is available through Holistic Insurance Services This policy covers the exercise and fitness instructor for professional indemnity and public liability. Contact NCEF Head Office

Exercise Trends Mind-Body Orientation Pilates Core Body Workouts Yoga Suspension Training Kettle Bells Spinning Boxercise, Kai-Bo Fusion fitness Active Aging activities Osteoarthritis classes Health related activities for children HIIT Budukon

Evaluating Fitness Trends Who is promoting the trend? Fitness Expert? Celebrity endorsement? Marketing tool? Is the system of training based on sound scientific research? Is it likely to appeal to a large cross section of the general public? Does it fulfil the demands of modern lifestyles? Time efficient? Results focused? Does it require a large financial outlay? How long will it take to recoup your investment?

IMRO and PPI Objective At the end of this session the student will be aware of the legal requirements regarding the use of music in classes as well as in an exercise facility

IMRO (Irish Music Rights Organisation) IMRO is a national organisation that is responsible for the collection of royalties for copyright music on behalf of its members. If music is played in any situation outside of the domestic environment a licence must be obtained from IMRO. This is a legal requirement under the 2000 Copyright and Related Rights Act.

Applying for a licence Most music played in classes/facilities is under copyright and therefore royalties must be paid. The legal obligation is fulfilled by applying for a license with IMRO. The cost of the license will vary depending on the type of facility. Gym owners pay an annual fee which is calculated based on the area of the premises. Music for fitness classes is charged at a fixed rate per class Failure to obtain a licence is an offence which carries a penalty on conviction of a fine of up to 127,000 and/or imprisonment of up to 5 years.

To apply for a licence, fill in a request form online at www.imro.ie and a member of the Licensing Department will contact you regarding your requirements and an individual annual r.oyalty charge

PPI Phonographic Performance Ireland A licence from PPI is also required for music played in a public setting. PPI represents record companies and performers who receive a payment whenever their music gets airplay. It also licences music suppliers to copy recorded music which can be used in compilations for exercise classes. The cost of a PPI licence is dependent on the type and size of the facility. For exercise classes, charges are calculated based on the number of people in the class as well as the number of classes provided. Application for a licence may be made on-line on www.ppimusic.ie, by email to [email protected] or telephone (01) 2805977 [email protected]

Public Domain Music Public Domain Music is not subject to copyright law so a licence is not required to play it in public. Some websites that sell public domain/royalty free music are www.davgarmusic.com,www.davgarmusic.com www.gymsymphonies.com www.mediamusicnow.co.uk

module 4 exercise and health fitness management and work experience

Documents

work experience slide

industry slide

analysis summary slide

efi objectives

original work

accident procedures

base report

objectives of communication