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
Slide 11
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)
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)
Slide 18
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
Slide 27
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.
Slide 44
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
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.
Slide 72
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 [email protected] or telephone (01)
2805977 [email protected]
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