Tips for effective communication in Pilates

A BMS Insurance Guest Article

As a Pilates instructor you know how important communication with a client is. Whether it’s giving a simple instruction or understanding the physical ability of a client, communication is key to not only giving a great class but avoiding potential injuries.

Communication seems like a simple thing, yet miscommunication can easily occur and is a common area for professional indemnity insurance claims. This article highlights the importance of effective communication through a potential scenario. It also gives some tips for effective communication in Pilates classes to help you avoid miscommunication with your clients.

This article has been facilitated by Pilates Alliance Australasia’s trusted insurance partner BMS and written by Scott Shelly and Ashlee Sherman of Barry.Nilsson. Lawyers.

What is effective communication?

Simply put effective communication means using communication to ensure a message is received and understood clearly. It involves speaking, active listening and non-verbal communication.

This could mean using a clear voice and friendly tone while instructing a class, or using non-verbal communication such as demonstrating an exercise while explaining it. Communication is of course a two-way street, so ensuring your clients are in a position to be active and engaged listeners is important, as well as continually encouraging them to ask questions.

 General code of conduct

Pilates instructors are required to comply with the general code of conduct in respect of general health services, which is enforced by the various health complaints entities across Australia. Pilates instructors are generally required to practice in a manner which is competent, caring, responsible and consistent with their obligations. This includes practicing effective communication with clients and instructing clients according to the competent application of accepted techniques and principles.

Let’s look at a potential scenario

Rosie is attending a Pilates reformer class for the first time. Her instructor, Kate, welcomes her to the class and explains how the reformer works and how the class is structured.

During the class Kate gives the instruction to change from a red spring to a blue spring on the reformer. Rosie takes off the red spring, the carriage immediately rolls back, and Rosie falls forward landing hard on her right hand. Rosie feels some pain but continues with the class. She doesn’t ask for help or explain she is feeling pain in her wrist.

After the class Rosie feels increasing pain in her wrist and visits her general practitioner, who confirms she has sprained her wrist. Rosie makes a complaint against Kate.

What went wrong?

The scenario of Rosie and Kate displays a number of common communication errors.

• Unclear and incomplete instructions: When Kate instructed the class to change springs on the bed, she could have told the class to add the blue spring before removing the red spring. Kate could have explained that by doing this the bed would continue to have tension and would not be able to roll away.
• Failing to provide proper assistance: As this was Rosie’s first class without any prior experience using a reformer bed, Kate should have continued to ask Rosie if she needed help with the reformer bed during the class. While it is also Rosie’s responsibility to ask questions, this might be intimidating in a class of regular Pilates attendees.
• Failing to ensure the client is not hurt: Kate did not verbally acknowledge the fall or offer Rosie an icepack or ask whether she would like to leave the class to seek medical treatment.

What will Kate’s insurance do?

As a result of the complaint Kate reaches out to her insurer. Kate has an active Professional Indemnity Insurance policy in place so her insurer can assist with managing the claim. This includes providing advice on how to liaise with the injured Rosie (if required) through the complaint journey.

Tips for effective communication in Pilates

There are a number of things Pilates instructors can do to help ensure they are effectively communicating with clients:

• Employing clear and straightforward language when speaking with and instructing clients;
• being aware of a client’s previous experience with Pilates and adapting communication with a client accordingly; and
• continuously checking a client has understood instructions by encouraging questions.

If you own a Pilates studio with employees, include staff training on communication styles or hold regular meetings to share effective communication strategies.

What if a miscommunication has occurred?

If you do experience a miscommunication with a client or are unsure about how best to discuss a particular concern with a client, you are encouraged to seek assistance including from a senior colleague, your association or other appropriate advisor.

You should also contact your insurer should a complaint be raised against you as a Pilates instructor.

If you are a PAA member with BMS insurance and are concerned about an incident or claim, please contact the team on pilatesaa@bmsgroup.com or call 1800 940 764.

 

Barry.Nilsson. Lawyers communications are intended to provide commentary and general information. They should not be relied upon as legal advice. Formal legal advice should be sought in particular transactions or on matters of interest arising from this communication.

BMS Risk Solutions Pty Ltd (BMS) AFSL 461594 ABN 45 161 187 980 is the official and exclusive insurance broker for the Pilates Alliance Australasia member insurance program.