Lesson 2: Qualities of a Massage Therapist
Lesson 2: Qualities of a Massage Therapist
Communicate Effectively
Communication is a vital component of an efficient workplace because people need to communicate with each other in order to perform their jobs. It ensures unity, sharing, professionalism and good output. In a spa/clinic, you communicate with two groups of people - your workmates and your clients/customers.
Listening is a crucial aspect of an effective communication in a workplace. As a massage therapist, you should always listen. Listen to the management, your workmates and client/customer’s request. Listen for sudden complaint of pain while massaging a client/customer. Often, people misunderstand each other because they neglect the importance of listening.
Aside from listening, another important skill is verbal communication. Massage therapist should have the skill of expressing himself/herself either when talking to the client/customer or his/her co-practitioners.
On the next topic, we will study further six (6) effective communication tips that would help enhance your communication skills. This includes Pay Attention, Defer Judgement, Clarify, Take Down Notes, Entertain All Clients/Customers and Communicate Professionally with Clients/Customers.
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Effective Communication Tip No. 1 - Pay Attention
As a therapist, you must be sensitive to the reaction of your client/customer as you perform massage. Have you heard of the terminology 'non-verbal cue'?
A non-verbal cue is a form of communication without the use of verbal speech. It could be in form of body movement, facial expression, the tone of voice, details of dress, etc. Enhance your skills in paying attention to the non-verbal cues. It cannot be done in one sitting but you may practice it in your everyday activities.
Here are examples of situation you may encounter in the workplace:
Situation No. 1:
Is your customer irritated? Is he/she sad?
When you pay attention to their non-verbal cues, you’ll have an initial idea on how to communicate with them. Regardless of his/her mood, always talk to them gently and calmly.
Situation No. 2:
Your non-verbal cues also matter. Avoid crossing your arms on your chest when someone is talking. This might give a negative impression that you are closed minded or not open to the ideas of others.
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Effective Communication Tip No. 2 - Defer Judgment
At first sight, some clients/customers might appear like someone with a negative attitude. When in this situation, always give them the benefit of the doubt.
Defer judgment means the therapist would put off or delay his/her opinion of the client/customer. In doing so, it will ensure smooth flow of communication process. Clear your mind from prejudices or unreasonable attitude or feelings and treat clients/customers equally.
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Effective Communication Tip No. 3 - Clarify
To ensure the delivery of correct services, a therapist must also learn how to clarify instructions and requests from clients/customers. Repeat their instructions to them (if necessary) to validate if you understood well the message conveyed.
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Effective Communication Tip No. 4 - Take Down Notes
You can only remember 20-30% of what you hear. Taking down notes is very important especially when you want to remember details or when you are receiving instructions.
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Effective Communication Tip No. 5 - Entertain All Clients/Customers
When a client/customer inquires about a massage session, always be available to answer their queries.
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Lesson 2: Qualities of a Massage Therapist
Effective Communication Tip No. 6 - Communicate Professionally with Clients/Customers
Communicate professionally with clients/customers. How will you do it? You must:
Perform the consultation during first meeting to get information and document what is needed before the session;
During massage, be able to ask client/customer if the pressure is okay; and
After the massage, remind the client/customer of further instructions.
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Dealing with Language Barriers
It is possible to meet clients/customers who do not speak your language. If there is a language barrier between you as the massage therapist and the client/customer, you may do the following:
Use body charts or Visual Analogue Scale (VAS). VAS is a measurement tool used to rate attitude, characteristics or values that cannot be measured easily (e.g. pain). An example of VAS can be seen at this link: http://www.blackwellpublishing.com/specialarticles/jcn_10_706.pdf.
Ask the client to invite a relative or friend to translate for him/her especially if the language barrier is too great.
Refer the client/customer to a therapist who could speak the same language/dialect.
