Chapter 2:

Communications


“use professional verbal, non-verbal and written communications.”

--NCBTMB Standards of Practice I (e)


To know and use the terminology of the industry when speaking or writing shows professionalism. The therapist who becomes sloppy or lazy in communication loses the confidence of others. On the other hand, “jargon” which the client doesn’t understand should be avoided.


Care should be taken with spelling, even in e-mails. Nothing detracts more quickly from a reputation than a carelessly misspelled word. A good dictionary should be at hand. If one is not, a dictionary is online at http://www.dictionary.com.


Advertising is the first impression. List credentials and experience where applicable. It is an important feature of professional communication. What does that say about you, the therapist? What is being offered ought to be clearly stated. Ads should be free of possible sexual innuendo; they should not be capable of misinterpretation. This is especially true if parts of the body are shown, as in a picture of someone being massaged. Study your ad from the reader’s point of view to avoid overlooking possible blunders.


Attitude is a big indicator as to whether or not the therapist is a professional. If the therapist is having a bad day, this should be kept to one’s self and not allowed to intrude in the workplace. “Dumping” in the workplace loses the respect of others.


Some therapists use clients as sounding boards. Clients are not paying to hear therapists’ troubles. If a therapist looks sad or tired, the client will become uncomfortable and may even begin to identify with the therapist’s feeling. This makes for an unhappy session and the unlikelihood of repeat business. This form of self indulgence is distracting in the workplace.


For the brief time each client is with you, your concentration must be on them. Looking hurried or distracted conveys a poor message. You will not be seen as caring or compassionate and the effect will be unwelcoming. A calm and serene demeanor works better.


Clients do not want to feel the therapist is squeezing them in among personal agenda items or seeing them as just a way to make money. If the client does not think the therapist has their interest at heart, why would he/she want the therapist touching them? Clients have to trust their therapist or they will drift off looking for something else.


Be aware that everything is a communication. It is not just your voice. It is your appearance, the speed of your speech, movements, the look in your eyes and on your face, the way you stand, the way you answer the phone and the way you sign up the client. Proper clothing is also a powerful non-verbal communicator.


When all these verbal and nonverbal elements are considered they present a unified picture of the professional.


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