Instructions

NOTE: This document is a self-study communication continuing education training program and meets the requirements of most state massage boards and national and credentialing boards for self-study continuing education. This program is offered by Haase Myotherapy Seminars, an NCBTMB continuing education provider (NCBTMB provider 327235-00.)

Detailed instructions:

In order to receive your Certificate of Completion verifying your hours of CE credit, please:

  1. Either print this PDF (Adobe Acrobat format) document and then fill in the answers by hand, or use your computer to answer each question and save the document to your computer.
  2. Read all of the materials and answer all of the questions and sections in full. Pages 3, 4 and 7 through 39 must be completed. Incomplete packets will not be processed.
  3. NOTE: In order to receive continuing education credit for this program, you will need to give a complete and thoughtful response to each scenario in order for us to verify you likely spent enough time to substantiate your “5-CE Hours”. With each question, please write what your response would be. You may also give your reasoning as to why you feel your response is appropriate if you choose.
  4. It is important that you write an average of at least 100 words for each question. For example, if you offer only 5-words on a given answer, you’ll need to write 195-words on another question. With your answers averaging at least 100 words per question, your total responses should include at least a total of 3,000 words for this entire document.
  5. To be clear, receiving “5-CE Hours” means you spent at least 5-hours completing this document. If the NCBTMB or your state massage board wants proof of your work, Haase Seminars must be able to be able to show you put the time in.
  1. After completing the assignment, submit your work for review. (Submission options below)

Mark one:

_____ I purchased a Business/Marketing Program from Haase Seminars

***INCLUDE COPY OF PURCHASE RECEIPT***

_____ I have participated in a live course that includes this program at no-charge.

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_____ I am purchasing this program for the $65.00 tuition fee

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  1. Contact Information:

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(Your certificate of completion will be sent via email as a PDF document for you to save, email or print)

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  1. Complete and return this packet:

OPTION 1: Scan and Fax to 360-350-1448

OPTION 2: Scan and Email to

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Complete and Mail entire document to:

Haase & Associates, Inc.
1910 East 4th Ave, #234
Olympia, WA 98506

NOTE: Keep a photocopy of your submission in case of loss by the postal service.

Processing of your packet(s) usually occurs in 1-3 business days of receipt by our office. Your certificate(s) of completion will be sent by email.Please note that if you do not fill out every answer as required, your packet will be incomplete and cannot be processed.

This is a self-study program and does not include tutoring or additional training. If you need one-on-one dialogue to complete the course, consulting fees will be charged accordingly.

If you have any questions regarding the completion of the packet or receipt of materials, you can contact our offices at 360-918-8700.

Preparing for the Unexpected:
Communication Scenarios for Massage Therapists

I.Introduction

Massage therapists have the unique opportunity to connect with their clients in ways that go beyond the “norms” of other professions. We are literally touching the lives of each client we interact with during our workday and have the potential of enhancing that professional relationship with our spoken words or the most of extreme cases, destroying that relationship. All with a spoken word.

This program, Preparing for the Unexpected: Communication Scenarios for Massage Therapists, is designed to help you plan ahead for a variety of situations that you may encounter throughout your career. Even though knowing exactly what you would say in a given scenario, it is unlikely that you will always be able to eloquently articulate what you hoped you would when the situation presented itself.

I remember back when I was in massage school we were having a “communications day” and running through a variety of common client/therapist situations. My instructor asked for a volunteer to be an actor in her mock scenario. It was simple. She would be the client and I would play the part of the therapist. The scenario? The client would make an inappropriate “pass” at me and I would respond in a professional manner. Piece of cake. Easy. I could do this. Besides, I wasn’t the least bit attracted to the instructor so it would be even easier to push her advances aside. Right?

The “skit” began… I began massaging her arm as instructed and moments later, the teacher sat up, put her other hand just below my neck and began running her fingers down my chest as she looked into my eyes with a coy sensuality… “My god you’re good looking”, she said with a breathy voice. “I want you…”. I froze. I couldn’t say a word and felt confused at the feelings that were welling up inside me. Why? I wasn’t truly prepared.

Even though you might think you can handle any situation, I have since learned that it works best to practice responses to the potential scenarios that I might encounter as a massage therapist. Martial arts instructors will tell you that it takes a lot of practice for a response to become a reflex.

This self-study program is designed to help you work through a variety of scenarios that involve a number of topics in a variety of environments. Please take your time and give thought to each situation. Even if the scenario does not currently apply to you, answer the question from the perspective of how you would advice a fellow therapist that came to you for your wisdom and insight.

II.Communications with the Clients

How we communicate with our clients is perhaps at the core of the foundation for your future success as a bodywork professional. How you choose to handle different types of client interaction can make the difference of not just success or failure, but how you are perceived in your community and can ultimately have legal implications as well.

  1. When providing massage techniques, therapists typically want feedback from the client as to the perceived level of pressure and/or pain. The trouble is, not all clients have a healthy understanding of what they feel when experiencing touch.
    In his book, The Renegade’s Guide to Massage Therapy, Robert B. Haase tells the story of a client who was unable to truly feel just how deep of pressure she was experiencing during treatment, constantly asking for Robert to go “deeper”. As Robert goes on to explain, clients can experience a disconnect between their mind and sense of touch as a self-protection mechanism. This “disconnect” can happen from divorce, physical abuse as well as sexual abuse and/or sexual trauma. It is the therapist’s responsibility to be protector of the client when the client clearly cannot protect themselves from injurious pressure. Just as a paraplegic would not feel when the pressure was too much during leg massage, some clients do not know when too much pressure is unhealthy or injurious to themselves.
    For this scenario, you find yourself treating a woman who continues to ask for deeper pressure. Even though you feel that you are at the point where additional force would break a rib, she wants you to push harder. What do you do and say?
  1. You find yourself working on a new client who has come in for a relaxation massage. Shortly after the massage starts, he begins giving you instruction because you “aren’t doing it right”. You have been a therapist for a number of years and you are giving a similar sequence to what you have provided hundreds of clients before. Your new client begins telling you how to use your hands, how to apply pressure and how fast the stroke should be. Just when you thought it couldn’t get any more frustrating, the client starts telling you about a new way to massage, proceeding to give you verbal instruction on how to do it right. What would you do and say to your new client?
  1. Your client comes to you for treatment of a specific soft-tissue ailment. You know that 2 or 3 more treatments would make a significant difference if the work is performed in the next 7-10 days because of your experience. The client is about to leave your office without scheduling a future appointment. How do you go about rescheduling your client? What do you say?
  1. During your massage with a client who is dealing with muscle pain after a recent hike, the client reveals a number of unhealthy life choices that you believe to be unhealthy and is likely perpetuating his injury. The massage is over and you are rebooking the client for his next massage. You have an opportunity to make suggestions for better lifestyle choices. What you say?
  1. You have a client who not only ignores your advice, but continues to abuse his body with poor lifestyle choices. Other than receiving an occasional massage, he makes no effort to take advantage of your expertise. During the massage, he talks incessantly. His topics bounce from one to the other including his “crazy ex wife”, why you should vote for a particular candidate and why you need to join his network marketing group. You come to the realization he needs an “exit strategy”, needing to find a new massage therapist. How do you discontinue all future appointments with him? How do you “fire” your client” What do you say and do?
  1. Most massage therapists do not grasp the reality of their expert opinion. Day in and day out, the therapist experiences the realities of treatment along with the realities of recovery. The therapist is able to experience the change in their client’s tissues and see first-hand the client’s rate of recovery when compared to varied regularity of treatment.Therefore, licensed massage therapists have a unique perspective with expert insights as to what the client will expect based on a variety of treatment protocols. In addition, following an accident (auto, skiing, sports, etc.), it has been shown that when therapists educate their clients on what to expect during the healing process, the client is more likely to follow the treatment plan and exhibit a higher level of satisfaction with the quality of his or her treatment.

Massage therapists should feel confident when suggesting to a client what frequency and duration of treatments the client should take as a matter of course in their practices. With this in mind, practice providing a suggested treatment protocol for one of your clientsand give an example of how you would explain the treatment protocol with a specific plan for treatment in his or her situation. What would you say?

  1. You have a new, first-time client arrives for a massage treatment to address their headaches and is requesting a “good neck rub”. Although the client is pointing to her occipital region, it is quite apparent her shortened chest muscles are putting strain on her upper back, leading to her troublesome headaches. The client seems a bit nervous and clarifies it is because she has “never had a real massage before”. Your experience tells you she needs to have more than her neck massaged and you need to clarify your plan before the massage starts.

It is clear her postural stress are a contributing factor and you need to address her shortened/tight chest muscles in addition to her request of neck massage if you are to get her the relief she is seeking. What do you say to put her at ease as you explain your need to massage her chest muscles?

  1. A client is on your treatment table receiving massage and suddenly asks, “Would you mind massaging ‘everything’?” What would you say and what actions might you take?
  1. When a new client makes their first appointment over the phone, how do you explain your no-show/last-minute-cancelation policy?
  1. One of your regular clients has already been “forgiven” the last two no-show appointments and has yet to pay for a no-show fee according to your written policy. It happened again. Your client did not show for his massage appointment last week. When he shows for his appointment today, you have decided that he needs to pay your no-show fee of $50. How do you go about it and what do you say?
  1. You are currently in the habit of making reminder calls for the massages you have scheduled for the next day. You call a client at his home and you have never met or spoken to his wife before, yet she is the one who answers the phone. She indicates that he is not at home and asks, “What is this regarding?” What do you say?
  1. A client calls during your busy day and seems to “dawdle”, unable to keep on topic when trying to schedule an appointment. You have a client whose session is about to start and the client on the phone keeps changing their mind as you are trying to find a time that works. What do you do and say?
  1. For purposes of this question, you have a massage office in your home.At the end of your session, your client engages you in conversation and just wants to chat or tell you about a recent event in their lives. You just want to relax on your couch and read a book in peace and quiet, but your client will not get the hint that it is time for them to go. What do you say and/or do?
  1. For purposes of this question, you have a massage office at a leased location outside of your home.If you work in a space separate from your living space, how to do you get your “chatty” client to leave so that you can be productive and get work done that is a priority for you? What do you do and/or say?
  1. When working with a client, you notice bruises on the body consistent with a struggle and/or abuse. What do you say and do in your professional capacity?
  1. You have found yourself in the common situation of friends and family who expect you to give them a free or significantly discounted price on your massage services. You are growing increasingly uncomfortable with the previous arrangement and need to address the issue. What do you say to them specifically? (If this is not the case for you, answer as though a colleague has asked you for advice on what to say to their friends and family in this situation

III.Communications with Employees You Manage

  1. Your employee consistently presents themselves unprofessionally in how she dresses. Even though your office has an employee manual addressing “professionalism”, she continues to wear form-fitting leggings that “leave nothing to the imagination” as well as tops with plunging necklines, revealing a significant amount of cleavage. What do you say and what actions do you take?
  1. Your employee is becoming increasingly negligent in his personal hygiene. Clients have even begun to take you aside saying they are nauseated by his body odor. What do you do and say?
  1. Your employee “loves going the extra mile” and consistently gives a bonus 15-minutes of massage to most of her clients. Two problems eventually emerged. The first issue came to light when regulars to the clinic became upset when other therapists did not give them the same bonus-time. The second was when a client was late picking up her child from daycare at closing time and was billed a $50 “late pickup fee”. What do you do in this situation and what do you say?
  1. While out to dinner with friends, you see one of your employees out having drinks with one of his new clients from your clinic. This is a client you personally scheduled with him and you know for a fact he had not known her prior to her first treatment with your therapist. What do you do and what do you say?

IV.Communications with Fellow Employees

Employee interactions in clinical environments can vary from the harmonious on one extreme to that of toxic disarray on the other. Situations often arise when a therapist believes they have been wronged by a fellow therapist or a therapist believes a fellow therapist is doing something unethical. In situations such as these, therapists have a choice to make. They can A) go to to the fellow therapist and speak with them about their concerns, B) go to management and state their concerns, or C), tell other employees, clients, friends and family about the concerns, which leads to a complete disruption built upon even more unprofessionalism.
For the purposes of this exercise, we will assume a situation between you and another therapist in your clinic has arisen and you are choosing to talk directly with your fellow therapist about the issues.