Module 4 Exercise and Health Fitness Management and Work Experience
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- Slide 1
- Module 4 Exercise and Health Fitness Management and Work
Experience
- Slide 2
- 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
- Slide 3
- Continuous Assessment Procedures Work Experience Report
(2,500-3,000 words) 80% Written paper (4 questions, 20 mins.)
20%
- Slide 4
- 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
- Slide 5
- 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%
- Slide 6
- 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
- Slide 7
- 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
- Slide 8
- 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
- Slide 9
- 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
- Slide 10
- 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
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- Administrative Duties General record-keeping Programme cards
Assessment recording Class bookings/records Screening forms
Accident reports
- Slide 12
- 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
- Slide 13
- Objectives of Communication To be received (heard/read) To be
understood To be accepted To get action (change of behaviour or
attitude) (Stanton, 1996)
- Slide 14
- Basic Speaking Skills Clarity Accuracy Empathy Sincerity
Relaxation Eye contact Appearance Posture
- Slide 15
- 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
- Slide 16
- 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
- Slide 17
- Marketing Marketing is the management process responsible for
identifying, anticipating, and fulfilling customer requirements
profitability. (Chartered Institute of Marketing)
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- Services Any act or performance that one party can offer to
another that is essentially intangible.
- Slide 19
- Characteristics of Services 1.Intangibility 2.Inseparability
3.Variability 4.Perishibility (Kotler 2000)
- Slide 20
- 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)
- Slide 21
- 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
- Slide 22
- Components of Services Marketing (7 Ps) Product Price Place and
time Promotion People Physical Evidence Process
- Slide 23
- 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
- Slide 24
- 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)
- Slide 25
- Components of Customer Care Service quality Customer service
Product quality After-sales service
- Slide 26
- Assessing Customer Satisfaction Comment forms Questionnaires
Focus Groups Mystery Customer
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- 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
- Slide 28
- 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)
- Slide 29
- Service Quality A facility achieves a strong reputation for
service quality when it consistently meets or exceeds customers
expectations. 5.4.g.iv OH
- Slide 30
- Factors that influence Service Quality Reliability
Responsiveness Assurance Empathy Tangibles
- Slide 31
- Customer Response to service failure Complain Civil or criminal
action Leave Nothing
- Slide 32
- Facilitating Complaints Build good communication channels phone
lines, e- mail, customer comment cards. Be prepared to accept
complaints Empower staff to deal with complaints
- Slide 33
- Service Recovery Service recovery is the systematic efforts to
correct a problem Restore customer satisfaction. Regain customers
goodwill
- Slide 34
- 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
- Slide 35
- Facility Software Members personal details Screening forms
Renewals Birthdays: build relationship Barcode entry: automatically
logs client Programme monitoring We miss you cards
- Slide 36
- Facility Software Database marketing Techno-gym smart card Free
Apps Online Booking and Billing Systems
- Slide 37
- 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
- Slide 38
- 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
- Slide 39
- 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.
- Slide 40
- Duties of the employee These duties are intended to protect the
employee, fellow employees and any other person affected by the
employees actions.
- Slide 41
- 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.
- Slide 42
- 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
- Slide 43
- 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.
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- Safety Statement - Access All employees Outside Contractors
Maintenance or temporary workers Delivery people
- Slide 45
- Preparing a Safety Statement Prepare a Health and Safety policy
Identify Hazards Carry out a Risk Assessment Plan precautions
Record findings Review programme & Update
- Slide 46
- 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
- Slide 47
- Risk Management May be viewed as the process of identifying
hazards, assessing risk, taking action to eliminate or reduce risk,
monitoring and reviewing
- Slide 48
- 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
- Slide 49
- 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.).
- Slide 50
- 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.).
- Slide 51
- 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
- Slide 52
- 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
- Slide 53
- Stages of Risk Assessment Identify hazards Assess the risks
from the hazards Produce an action plan for risk reduction
- Slide 54
- Physical Hazards Manual Handling Equipment Falling objects
Slipping/tripping hazards Introduction of new machinery/work
systems Fire Machinery Electricity Hot substances/surfaces
- Slide 55
- Physical Hazards Hand tools Poor Housekeeping Collisions
between moving equipment
- Slide 56
- 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
- Slide 57
- Biological Agent Hazards Viruses Bacteria Tuberculosis
Hepatitis
- Slide 58
- Human Factor Staff mentally and physically capable of doing
their jobs Workplace organisation Violence to workers, bullying
Passive smoking
- Slide 59
- Chemical Hazards Contamination through inhalation, ingestion,
skin contact Affect may be immediate (skin rashes) or take many
years to manifest (cancers)
- Slide 60
- 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
- Slide 61
- Injury Definitions Minor may require routine first aid Major
requires hospital treatment or is life-threatening Catastrophic
stadium collapse etc.
- Slide 62
- 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
- Slide 63
- 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.
- Slide 64
- 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
- Slide 65
- Operating Procedures Normal operating Procedures (NOPs) Day to
day running of workplace Emergency Action Plans (EAPs) Specific
plan for emergency
- Slide 66
- 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).
- Slide 67
- 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
- Slide 68
- Examples of EAPs Overcrowding Fire Disorderly behaviour Bomb
Threat Lighting failure Structural failure Emission of toxic
gases
- Slide 69
- 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.
- Slide 70
- 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.
- Slide 71
- 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.
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- Accident Report Form Client details Instructor details
Description of accident Time Environmental conditions
- Slide 73
- Accident Report Form Names of witnesses Brief written account
by witnesses Action taken by self/other member of staff
Follow-up
- Slide 74
- 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
- Slide 75
- 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
- Slide 76
- 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
- Slide 77
- 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
- Slide 78
- 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
- Slide 79
- 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.
- Slide 80
- 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.
- Slide 81
- 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
- Slide 82
- 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
- Slide 83
- 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
- Slide 84
- 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?
- Slide 85
- 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
- Slide 86
- 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.
- Slide 87
- 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.
- Slide 88
- 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
- Slide 89
- 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 info@ppimusic.ie or telephone (01)
2805977 www.ppimusic.ieinfo@ppimusic.ie
- Slide 90
- 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