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https://www.massagemag.com/how-to-communicate-effectively-with-your-massage-clients-13488/

To complement the MASSAGE Magazine article, “Educate Clients: The Ethics of Talking to Clients About Their Health, by Ruth Werner, in

Imagine you are in the middle of a massage session. The music is soft, the light is low, your client is breathing peacefully, and suddenly she says, “My doctor says I have blood clots in my legs, but it’s OK—he says I should get massage to improve my circulation”; or, “Oh yeah, I have a new rash I meant to ask you about. What do you think it is?”; or, “Oh I forgot to tell you, I just tested positive for hepatitis C.” Each one of these interesting conversation starters is based on a real comment from a client. My guess is many readers of this article have similar conversations in their history. These types of comments reflect the fact massage isn’t just for healthy people anymore.

Sample Script

A sample communication might go like this one, which is based on an observed interaction in one of my classes. The role-players made this up as they went along.

Scenario: Your client makes an appointment to help with his back pain. While you are working together, he mentions that since his injury, one of his feet occasionally goes numb and he’d like you to work it deeply to “get the feeling back in it.”

Client (as his foot is touched): “Oh, I’ve been looking forward to this. This will help my foot, right?”

Therapist: “What’s going on with your foot?”

Client: “Since my accident, sometimes I have no feeling in my right toes. This’ll help, right?”

Therapist: “Are you feeling numb now?”

Client: “Maybe a little.”

Therapist: “Have you talked to your doctor about it?”

Client: “Hmm. I don’t remember; maybe. I don’t remember what he said, though. You do more for me than he does, anyway.”

Therapist: “Do you have any idea why your foot goes numb?”

Client: “Not really, it’s just since my car accident. Work it deeper, OK? I really want to get the feeling back into my toes. Yeah, like that—only deeper.”

Therapist: “Without more information, I shouldn’t apply deep pressure to your foot.”

Client (interrupting) “More pressure! I want you to just really work it out so I can feel it again!”

This is the point where the three-step conversation really begins.

The therapist suspends the massage, comes toward the head of the table to make eye contact and:

1. States the observation

“Since your accident, you have some numbness in your foot. You don’t remember if your doctor has given you any information about this.”

2. States concern

“I am concerned about this, because massaging a numb area could cause damage you wouldn’t even know about until later. And without knowing what’s causing the numbness, it’s just not safe for me to work deeply here.”

3. States the choices

“For this session, I’m going to very gently include your foot in the massage, and before you come see me again, please get some information from your doctor about what’s going on. Then, next time, I can give you a massage that might make some real differences for you.”

Client: “But I really want a good, deep foot massage.”

Therapist: “I know. I love that too. But until we know more, I don’t want to take the risk of doing any damage here. I know some great work for the back of your leg that might help, though.”

Client: “How is working on my leg going to give me feeling in my foot?”

Therapist: “If part of your nerve is compressed, it can feel like numbness. I can work safely on your leg and see if we can relieve any nerve compression. I think you’re going to love it. Then, next time, when we have more information, we can look at your foot some more.”

Client (reluctantly): “Well, OK.”

Ruth Werner is a retired massage therapist and author of A Massage Therapist’s Guide to Pathology and Disease Handbook for Massage Therapists. She is a massage therapy educator and National Certification Board for Therapeutic Massage & Bodywork-approved continuing education provider, a volunteer on multiple committees and workgroups for the profession, and president of the Massage Therapy Foundation (www.massagetherapyfoundation.org).

**

MAF: Chatting with clients during a massage is tricky. According to an Associated Bodywork Massage Professionals client survey, the number one complaint about massage therapists is they talk too much. Communicating effectively with our clients is a balancing act. We don't want to distract them with inappropriate comments; we also don't want to ignore them, seeming too quiet or unresponsive.

MKR: What are the basics of client communication? In the initial intake, we establish the intention of the session, find out their needs, let them know this is their time to receive, and encourage them to provide feedback during the session.

MAF: It certainly is. During a recent intake, I asked a new client what she wanted in her session. She replied emphatically, "Please don't fill my head with idle chit chat. If there is any conversation, I want your attention to be about me." After all, she is paying me to focus on her.

asking them if the techniques are working, if the amount of pressure is OK, but most of all, if they are getting what they came for. http://www.massagetherapy.com/articles/index.php/article_id/1860/Talk-About-Talking

MAF: First, she asked the practitioner what she meant. The practitioner replied that there were some flowing strokes on the chest and abdomen that worked better without draping over the breasts. The practitioner also explained that undraped chest massage could help people become more comfortable with their bodies.

MAF: This practitioner assumed that women become more comfortable with their bodies, specifically their breasts, by having them exposed during a chest and/or abdominal massage.

http://www.massagetherapy.com/articles/index.php/article_id/1772/Draping%3A-Uncovering-A-Touchy-Subject

**

http://www.massagetherapy.com/articles/index.php/article_id/2002/%93What-Should-We-Wear%94

MAF: One attractive young student came to class dressed looking like she was ready for a night on the town, then complained when another student made advances. I suggested she dress more appropriately for massage work and warned that such apparel could draw untoward advances in her practice. She took my advice, and the problem stopped. 

MKR: One therapist I spoke with said, "My personal feeling about appearance is that the more you are yourself, the more the clients who want you will find you."

***

http://vfalearning.vic.edu.au/massage-therapy-learning-to-communicate-with-clients/

The therapist will then explain their recommendations to the client and negotiate a treatment plan which the client is comfortable with. Usually with new clients who might feel a little nervous or self-conscious about treatment, the therapist will work with them to reassure them and will only proceed with treatment at a pace the client is comfortable with.

Massages Customised For Clients

All clients have the option of requesting a change to their treatment plan at any stage if they are not feeling comfortable with what has been negotiated. Communication skills are an important part of facilitating a treatment – for example, most clients will respond positively if a therapist explains to them the benefit of receiving massage to an area of their body they had not considered, such as the abdomen or pectoral (upper chest) region.

Is there a screening process before the treatment?

There is a definite screening process that occurs before a massage treatment. All massage students undertaking nationally recognised training, such as Certificate or Diploma studies, receive training in client assessment and screening, which consists of recording information about a client’s medical history and any current complaint, and then gathering information from observation of posture and palpation (touching) of specific muscle.

Remedial Massage Therapists (Diploma or higher) receive additional training in relation to determining how individual joints are moving (called a Range-of-Motion Assessment) and performing specific Specials Tests, which might involve moving a particular body part in a specific way so the therapist can assess whether a particular tissue is contributing to a client’s presenting condition.

In some instances, these tests will allow a Therapist to decide whether a client would benefit from more specific treatment, such as physiotherapy. Other tests help a Therapist decide what soft tissues to treat in order to make the treatment as effective as possible.

How does a Massage Therapist respond to a client that’s not describing their concerns well?

A Massage Therapist would use more specific questions in order to gather the appropriate information from a client. If a client appeared to be having difficulties answering these questions, the Therapist might use closed-ended questions (ones that are answered with a Yes or No) to gather the appropriate information.

What happens if there is a language/cultural barrier between the client and Massage Therapist?

If there is a language barrier between the Therapist and the client, the Massage Therapist might be able to use body charts and screening tools such as Visual Analogue Scales (VAS) so a client can indicate where the pain is and how much pain they are experiencing.

In some cases, Therapists may advise a client to bring along a friend or relative who could translate for them if the communication barrier is too great. As a last resort, Therapists could refer the individual to a Therapist who speaks the same language.

What are some of the best ways they can show that the trust won’t be broken?

Massage Therapists are given very specific training in relation to professional boundaries and ethics. The best ways in which Massage Therapists can demonstrate these boundaries with clients and ensure their trust won’t be broken are to ensure adherence to the standards of professional practice or a Code of Ethics, which might include:

• Consistent Infection Control and Hygiene Standards
• Going through an Informed Consent process with clients
• Ensuring appropriate draping standards are used throughout the massage
• Adhering to the Advertising standards required for massage therapists
• Maintaining client information in a confidential and secure manner
• Being a member of a Professional Association
• Maintaining Continuing Professional Education on an annual basis.

There are actually lots and lots of different components to this and it is part of the training for all Massage Therapists.

Most of the ways in which trust is established and maintained relate to a client’s impression of the way a Massage Therapist performs the role, both professionally and personally.

Massage Therapists are encouraged to engage in a process called Self-Reflection on a regular basis which means thinking about the reasons behind their words and actions and questioning their own motivations to ensure the integrity of the therapeutic relationship – that everything that happens in the context of the therapist – client happens for the benefit of the client.

What does VFA Learning provide Massage Therapy students?

VFA Learning provides students with a supportive, nurturing environment in which to learn about massage therapy (or other disciplines such as fitness, outdoor recreation or childcare). All of our presenters are highly experienced, friendly and approachable, who love teaching and sharing their experiences with students.

Our campuses have modern facilities with computer labs and Simulated Workplaces (a classroom-based massage clinic or gymnasium) in order to ensure students can integrate the theoretical and practical knowledge from their course, so they can develop their employability and industry skills.

 body charts 

Visual Analogue Scales (VAS)