Massage & Bodywork

MARCH | APRIL 2023

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your ref lection statements succinct and ask if you're on the right track. Allow them a chance to add detail or correct anything you might have misheard. "So, it sounds like you are concerned about your neck pain because it has lasted for several months and nothing is helping. You're afraid you might be stuck with it, which worries you because it's causing you to feel tired and irritable. You're also concerned the treatment we do will be painful, so you want me to take it easy on you and not go too deep. Do I have that right?" In addition to ref lecting with words, you can ref lect their demeanor by mirroring their facial expressions, body language, and tone. Don't mimic them (that would be creepy!). But you can subtly match them to create resonance. Imagine how that client might feel when they express their concerns. This fosters empathy and compassion, which are at the root of connection. The more you embody the experience of active listening, the easier you will remember and act upon what they tell you. Remember: Every detail you recall about a client interaction will add to the sense of connection they feel with you. Make notes on what you learn about your client and incorporate those notes into future interactions. Always circle back so they know you were paying attention, whether it be about their neck pain or their upcoming job interview. Deliver: Attend to the needs that have been communicated and the session plan that is set forth. It's recommended that you start with the areas of concern; that way the client doesn't wonder if you'll get to what they asked for or if you'll spend enough time there, allowing them to fully relax into the session without mind chatter or resentment. I recommend doing more research into active- listening models to deeply embody these elements of communication that are game changers, especially when used in every client interaction. TIPS FOR EACH STAGE OF THE CLIENT/ THERAPIST INTERACTION Scheduling It might sound simple, but when a client is scheduling with you, it's worthwhile to note any details about their schedule that could be useful for future appointment scheduling. For example, if a client tells you their best days of the week are Mondays and Fridays, say, "Since Mondays and Fridays are best for you, here are the openings I have on those days . . ." This shows that you heard them and won't waste their time trying to find something they have already told you won't work. Then, when scheduling subsequent sessions, you might say, "I recall that Mondays and Fridays are best for you. Is that still the case?" You'll be amazed at how demonstrating that you not only heard but remembered their schedule will make the client feel important. Pre-Session Whether the client is new or returning, the intake process is ripe with opportunity for showing your client you hear their needs. When doing a client intake for a first-time client, spend 5–10 minutes going through each aspect of the intake form. Don't just summarize what you think you read. Have the form in hand (or on a digital device) and go through each section, asking for additional details as needed. When it's a returning client, spend a few minutes checking in about the last session and asking for any updates. Bodies change. So it is highly likely your client's needs may have changed and they need an opportunity to tell you what they want from the session on that day. On the Table An entire article can be written on client communication on the table. For our purposes, we'll keep it simple by focusing on a few statements you can use to ensure your client knows you heard them during the intake process. First, be sure you thoroughly work the area(s) they requested. This is by far the most common complaint clients have expressed not receiving during previous massage experiences. L i s te n to T h e A B M P Po d c a s t a t a b m p.co m /p o d c a s t s o r w h e reve r yo u a cce s s yo u r favo r i te p o d c a s t s 89 TAKEAWAY: Practicing active listening fosters compassionate client relationships and equips you to more accurately respond to client needs.

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