Issue link: https://www.massageandbodyworkdigital.com/i/72121
HOW TO WORK WITH DIFFICULT CLIENTS THERAPISTS CANNOT EXPECT ALL CLIENTS TO FOLLOW THEIR ADVICE, BUT WE CAN HOPE THE MAJORITY WILL TAKE RESPONSIBILITY FOR THEIR OWN HEALTH. THE SKEPTIC No matter where you work, you will encounter a client at some point who believes nothing will help. The client who walks in blaming every professional she has seen before begins the session with a negative, counterproductive attitude that can affect a therapist's confidence and mood, no matter how experienced. Before the Massage With negative clients, use a detailed health history form and ask plenty of questions before the session to see if you can find the true source of illness, doubt, and stress. Ask your client if she would like to focus the entire session on the areas she has been concerned about, so that you are fully addressing her needs. Cynicism is usually due to not feeling heard or not experiencing a positive outcome from a therapy. If someone is in pain, we have to remember that person will be skeptical until some part of the pain or stress is removed. It is important to discuss treatment options with skeptical clients so they feel they can choose. Acupuncturist and massage therapist Elaine Ataba says, "We can't be all things to all people. If I have a client who has had a bad experience before with massage or acupuncture, my job is to educate the client, empower him to manage his own care, and help him have a great new experience. But you can't please everyone." For the negative client, we can only do our best and hope the attitude changes. We can only do what we know; to expect that we can help everyone is naive. Referring clients any time you feel you cannot help is not only the right thing to do, it also fosters trust and helps the negative client try alternative health services again, whether with you or someone else. During the Massage If you have the facilities, it helps to speak to your client for a few minutes outside the therapy room over a cup of chamomile tea. During a pre-massage chat, try to understand where the negativity originated and be realistic with treatment results. Avoid feeding into negativity by validating any poor treatments received previously; simply focus on the present. In Chinese medicine, negativity or anger relates to the liver, and a stagnant liver can cause all sorts of health issues. Remembering that an angry or negative client is suffering and uncomfortable will enable the therapist to focus on the healing of a pain-ridden body, rather than being defensive about a negative personality. During the massage, add gentle but firm shiatsu or acupressure along the Liver and Gallbladder Meridians, and save extra time for the hands and feet. With this client, it's important to protect yourself first to ensure you remain present during a treatment. Do a series of qigong or deep breathing exercises before you step into the session. 80 massage & bodywork january/february 2012 After the Massage It helps the skeptic to receive emailed links on information for her specific condition, as well as referrals for experts. If you can provide information with supporting evidence, you can help a naysayer gain confidence about your sessions. There is no better feeling than helping turn a skeptic into an advocate. THE BOUNDARY-LESS One of the most challenging clients is the one without boundaries. In massage school, ethics courses cover how to establish boundaries and recognize transference. Most therapists in a spa setting or chiropractic office may not have to worry about boundary issues since they are somewhat protected by office policies. In your own practice, however, you need to establish your boundaries and policies immediately. There are two main types of boundary- less clients you are apt to deal with: 1) the client who is chronically late or changes appointments without regard to your schedule and, 2) the client who makes you feel uncomfortable either verbally or physically. Before the Massage You will likely recognize this type of client fairly quickly by the way they charge into a session sharing too much personal information, complaining about people, or ignoring the time, even if they are late. Once you recognize that a client has his own timetable or agenda, simply review the health information succinctly and instruct him on how to get ready for the session. Keep the conversation as brief as possible and, if necessary, tell him politely that you'd like to get started immediately so he receives the full time. Establish boundaries immediately and put all of your policies in writing on your paperwork so your clients understand and, ideally, respect your time and business from the first session.