Staff Development

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Communication 

Helpful Hints When Working with and Training Others

Truth: Nobody likes to be told what to do, nor do people always hear what you thought you said! Try using the following formula when instructing your staff to complete a task:

Describe

Discuss

Demonstrate

Ask Questions

Do It!

Get everybody involved and on the same page by using DDDAD.

It Really Works!

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Control with Questions

Through reading numerous books on communication and field testing hundreds of techniques, a few fundamental patterns have become very apparent in the fitness industry and in the business world. If you’ve ever been on a date, on an interview, or at a networking event, you may have noticed some of these social patterns as well. Control with questions is a valuable communication skill, a skill that can make a major difference in the outcome of what you are trying to accomplish.

Before getting involved in an interaction with someone, ask yourself a couple of questions:

•  How can you make people feel important upon meeting them for the first time? (Show a sincere interest in them.)

•  Are you trying to sound interesting or truly interested in them? (This is very important.)

•  How can you stand out without knowing what they expect of you? (Product knowledge)

By realizing that most people are very similar and possess some fundamental qualities by which you can appeal to them, you will be able to stand out and excel in your interactions. Remember, it never hurts to pay attention to people, to give them a compliment, or highlight their strong suits.

Questions are an amazing way to control communication

A properly placed question can showcase your intelligence, product knowledge, and interest in the person, as well as direct the conversation towards your intended outcome. You could use this opportunity to gain rapport by appealing to the person’s ego.

Try these questions if you’re unsure of where to begin:

•  What do you do in your spare time?

•  What is important to you?

•  How long have you been thinking about getting in shape?

•  What have you done in the past with regard to your health and fitness?

Direct Questions – These are questions you ask based on some knowledge of the person. Some of this information can come from their guest registration. You use these to steer the conversation in the direction that you want.

Some examples:

•  How is it that you are so passionate about wanting to get in to shape?

•  How long have you been walking or hiking?

•  Where do you hike?

Follow-Up Questions – These questions are the ones you use to dig deeper into the conversation.

•  Do you remember how you felt when that happened?

•  Can you elaborate a little bit on this topic?

•  Do you remember what was going on in your mind at that time?

Appeal To All Senses – When interacting with someone, ask questions that appeal to all their senses. This will make you more interesting and, most importantly, memorable.

Be Sincere, Be Interested – If you’re going to ask questions, it will help if you have a sincere interest in the person. Not being sincere and faking interest could very well be taken as an insult.

Pay Attention – If you’re interested in crafting brilliant follow-up questions, then this is a crucial step. Use what the person says to steer the conversation deeper into whatever direction you like. It's okay to take notes along the way.

Ask Open-Ended Questions – If your goal is to keep the person talking and open up to you, then ask questions that require more than just a yes or no answer.

Use It or Lose It – Don’t just read about these tips, go out there and try them right away. That’s the secret step between reading these articles and internalizing them.

Before you know it, this approach will become second nature, and your telephone and presentation skills will get better and better.

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Famous Quotes

Share these Famous Quotes with co-workers, family, and friends. Incorporate them into your meetings, training sessions, and special events.

“You can’t improve what you can’t measure."

 - Gary William Hood

“One generation plants the trees, the other gets the shade.”

- Chinese Proverb

"The pessimist borrows trouble; the optimist lends encouragement."

- William Arthur Ward

"You become what you think about."

- Earl Nightingale

"People with goals succeed because they know where they are going . . . It's as simple as that."

- Earl Nightingale

"You, too, can determine what you want. You can decide on your major objectives, targets, aims, and destination."

- W. Clement Stone

"The indispensable first step to getting the things you want out of life is this: decide what you want."

- Ben Stein

"Our attitudes control our lives. Attitudes are a secret power working 24 hours a day, for good or bad. It is of paramount importance that we know how to harness and control this great force."

- Tom Blandi

"We must walk consciously only part way toward our goal and then leap in the dark to our success."

- Henry David Thoreau

"The most important thing about goals is having one."

- Geoffry F. Abert

"This one step, choosing a goal and sticking to it, changes everything."

- Scott Reed

"The secret to productive goal setting is in establishing clearly defined goals, writing them down and then focusing on them several times a day with words, pictures and emotions as if we've already achieved them."

- Denis Waitley

"He who has a why to live for can bear almost any how."

- Friedrich Nietzsche

"There is one quality that one must possess to win, and that is definiteness of purpose, the knowledge of what one wants, and a burning desire to possess it."

- Napoleon Hill 

"Visualize this thing you want. See it, feel it, believe in it. Make your mental blueprint and begin."

- Robert Collier

"Concentrate: put all your eggs in one basket, and watch that basket."

- Andrew Carnegie

"Patience and perseverance have a magical effect before which difficulties disappear and obstacles vanish."

- John Quincy Adams

"The first step to becoming is to will it."

- Mother Teresa

"I do not think there is any other quality so essential to success of any kind as the quality of perseverance. It overcomes almost everything, even nature."

- John D. Rockefeller

"The only thing that stands between a man and what he wants from life is often merely the will to try it and the faith to believe that it is possible."

- Richard M. DeVos

"All who have accomplished great things have had a great aim, have fixed their gaze on a goal which was high, one which sometimes seemed impossible."

- Orison Swett Marden

"Aim for success not perfection... Remember that fear always lurks behind perfectionism. Confronting your fears and allowing yourself the right to be human can, paradoxically, make you a far happier and more productive person."

- Dr. David Burns

"He who reigns within himself and rules his passions, desires, and fears is more than a king."

- John Milton

"Your own mind is a sacred enclosure into which nothing harmful can enter except by your permission."

- Ralph Waldo Emerson

"Time is our most valuable asset, yet we tend to waste it, kill it, and spend it rather than invest it."

- Jim Rohn 

"Only in growth, reform and change, paradoxically enough, is true security to be found."

- Anne Morrow Lindbergh

"The real voyage of discovery consists not in making new landscapes but in having new eyes."

- Marcel Proust

"A difficult time can be more readily endured if we retain the conviction that our existence holds a purpose - a cause to pursue, a person to love, a goal to achieve."

- John Maxwell 

"Let me not pray to be sheltered from dangers, but to be fearless in facing them. Let me not beg for the stilling of my pain, but for the heart to conquer it."

- Rabindranath Tagore

"In the power to change yourself is the power to change the world around you."

- Anwar Sadat

"Always bear in mind, that your own resolution to succeed is more important than any other thing."

- Abraham Lincoln

"You may have a fresh start any moment you choose, for this thing that we call “failure” is not the falling down, but the staying down."

- Mary Pickford

"Life does not require us to make good; it asks only that we give our best at each level of experience."

- Harold Ruopp

"Big goals get big results. No goals get no results or somebody else's results."

- Mark Victor Hansen 

"When you believe you can - you can!"

- Maxwell Maltz

"Every day, think as you wake up, today I am fortunate to be alive, I have a precious human life, I am not going to waste it. I am going to use all my energies to develop myself, to expand my heart out to others; to achieve enlightenment for the benefit of all beings. I am going to have kind thoughts towards others, I am not going to get angry or think badly about others. I am going to benefit others as much as I can."

- The Dalai Lama

"Happy people plan actions, they don't plan results."

- Denis Waitley

"There are only two lasting bequests we can give our children . . . one is roots, the other wings."

- Stephen Covey

"The meeting of preparation with opportunity generates the offspring we call luck."

- Anthony Robbins

"It is only as we develop others that we permanently succeed."

- Harvey S. Firestone

"Do your work with your whole heart and you will succeed - there's so little competition."

- Elbert Hubbard

"When your desires are strong enough you will appear to possess superhuman powers to achieve."

- Napoleon Hill 

"Never leave that till tomorrow which you can do today."

- Benjamin Franklin

"When you have a number of disagreeable duties to perform, always do the most disagreeable first."

- Josiah Quincy

"The successful person has the habit of doing the things failures don't like to do. They don't like doing them either necessarily. But their disliking is subordinated to the strength of their purpose."

- E.M. Gray

"Reduce your plan to writing. The moment you complete this, you will have definitely given concrete form to the intangible desire."

- Napoleon Hill

"When evil men plot, good men must plan."

- Martin Luther King, Jr.

"When written in Chinese, the word "crisis" is composed of two characters. One represents danger and the other represents opportunity."

- John F. Kennedy

"It is from numberless diverse acts of courage and belief that human history is shaped. Each time a man stands up for an ideal, or acts to improve the lot of others, or strikes out against injustice, he sends a tiny ripple of hope, and crossing each other from a million different centers of energy and daring those ripples build a current which can sweep down the mightiest walls of oppression and resistance."

- Robert F. Kennedy

"High achievement always takes place in the framework of high expectation."

- Jack and Garry Kinder

"Thus to be independent of public opinion is the first formal condition of achieving anything great."

- G. W. F. Hegel

"Success is never final and failure never fatal. It's courage that counts."

- George F. Tiltonood

"Once you have a clear picture of your priorities - that is values, goals, and high leverage activities - organize around them."

- Stephen Covey

"Nothing happens unless first a dream."

- Carl Sandburg

"Imagination is more important than knowledge."

- Albert Einstein

"It takes a lot of courage to show your dreams to someone else."

- Erma Bombeck 

"A man to carry on a successful business must have imagination. He must see things as in a vision, a dream of the whole thing."

- Charles M. Schwab

"I dream my painting and then paint my dream."

- Vincent Van Gogh

"It’s always fun to do the impossible."

- Walt Disney 

"Let us become the change we seek in this world."

- Mohandas Gandhi

"The best time to plant a tree was 20 years ago. The second best time is now."

- Chinese Proverb

"The discipline of writing something down is the first step toward making it happen."

- Lee Iacocca

"You can’t wait for inspiration. You have to go after it with a club."

- Jack London 

"If you don’t set goals for yourself, you are doomed to work to achieve the goals of someone else."

- Brian Tracy

"Control your destiny or somebody else will."

- Jack Welch 

"You miss a 100 percent of the shots you don’t take."

- Wayne Gretzky

"The most rewarding things you do in life are often the ones that look like they cannot be done."

- Arnold Palmer

"I am not bound to win, I am bound to be true. I am not bound to succeed, but I am bound to live up to the light I have."

- Abraham Lincoln

"In the long run, we shape our lives, and we shape ourselves. The process never ends until we die. And the choices we make are ultimately our responsibility."

- Eleanor Roosevelt

"Plan for the future, because that is where you are going to spend the rest of your life."

- Mark Twain 

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Formula for Success

The winners in life know the rules of the game and have a plan. Whether you're looking to heal a relationship, get a new job, lose weight, or find inner peace, consider these characteristics that are common to people who succeed.

Vision: Champions get what they want because they know what they want. They have a vision that keeps them motivated and efficiently on track. They see it, feel it, and experience it in their minds and hearts. What is success for you? You won't get there without knowing what it feels and looks like.

Strategy: People who consistently win have a clear and thoughtful strategy. They know what they need to do and when they need to do it. They write it down so they stay on course and avoid any alternative that does not get them closer to the finish line.

Passion: Are you excited to get up in the morning? People with a passion are, and they're energized about what they are doing. You need to live and breathe what it is that you want and be passionately invested in both the journey and the goal.

Truth: People who consistently win have no room in their lives for denial, fantasy, or fiction. They are self-critical rather than self-deluding, and they hold themselves to high but realistic standards. They deal with the truth since they recognize that nothing else will make their vision obtainable.

Flexibility: Life is not a success-only journey. Even the best-laid plans sometimes must be altered. Be open to input and consider any potentially viable alternative. Be willing to be wrong and be willing to start over.

Risk: People who consistently win are willing to get out of their comfort zone and try new things. Be willing to plunge into the unknown if necessary and leave behind the safe, unchallenging, and familiar existence in order to have more.

Nucleus: Surround yourself with a group of people who want you to succeed. They will move with you toward your goal. Choose and bond with people who have skills, talents, and abilities that you do not. Winners give and receive by being part of other people's groups.

Action: Do it! People who succeed don't just sit and think about what they want to do. They take meaningful, purposeful, directional action consistently and persistently. Every step they take puts them toward the outcome they're looking for.

Priorities: People who are consistent winners manage their challenges in hierarchical fashion. They commit to managing their time in such a way that does not allow them to spend time grinding along on priority number two or three if priority number one needs their attention.

Self-management: People who consistently win consciously and pointedly take care of themselves as individuals. They are the most important resource they have in achieving their goals. They actively manage their mental, physical, emotional, and spiritual health.

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R & R BENEFIT

(Rest & Relaxation Benefit)

The purpose of this benefit is to encourage management to take time out, on their days off, with an overnight stay out of town. All managers will be reimbursed up to $175.00 per year (January 1 through December 31) for their R & R benefit. This benefit may cover lodging, gasoline, or food. All items must be documented as part of an overnight stay, and qualified bills must be submitted to the Main Office for reimbursement upon return. Expenses incurred during vacation time do not qualify under this program.

Any benefits not used during the calendar year will be forfeited and shall not be accumulated or carried over to the next year.   

We hope that all qualified managers enjoy this small but important benefit.

Sincerely,

General Manager

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STAFF TRAINING LOG

Staff ______________________________ Location _______________Date ________

Initialing in the space provided shows that the employee has been trained in the following areas.

                                   Mgr. Int.    Staff Int.     Date

1. Employee Handbook __________ __________ __________

2. Club Rules & Regulations __________ __________ __________

3. Payroll & Timecards __________ __________ __________

4. Club Hours __________ __________ __________

5. Guest Passes & Guest Fees __________ __________ __________

6. Checking Member Cards & Signing In __________ __________ __________

7. Member Relation Form __________ __________ __________

8. Web Page (General info) __________ __________ __________

9. Data Change/Duplicate Membership Card __________ __________ __________

10. Personal Training Appointments __________ __________ __________

11. Shirt Sales __________ __________ __________

12. Membership Cancellations __________ __________ __________

13. Emergency Situations __________ __________ __________

14. Accident Reports __________ __________ __________

15. Greeting/Check In __________ __________ __________

16. Classes & Schedules __________ __________ __________

17. Limitations (Pregnancy, bad back) __________ __________ __________

18. Scheduling & Appointments __________ __________ __________

19. Beginner & Guest Programs __________ __________ __________

20. Lead Follow up __________ __________ __________

21. Equipment (How to use) __________ __________ __________

22. Exercise Bikes __________ __________ __________

23. Telephone Information Calls __________ __________ __________

24. Confirmation and Rescheduled Appointments __________ __________ __________

25. Up System __________ __________ __________

26. Guest Procedure __________ __________ __________

27. Guest Registration __________ __________ __________

28. Tours (fact and benefit) __________ __________ __________

29. Price Presentation __________ __________

30. Closing Techniques __________ __________ __________

31. Rebuttals to Common Objections __________ __________ __________

32. Contracts & Electronic Fund Transfer (EFT) __________ __________ __________

33. Professionalism __________ __________ __________

34. Deferred Down Worksheet __________ __________ __________

35. Follow Up Records __________ __________ __________

36. Commission Sheets __________ __________ __________

37. Prospecting __________ __________ __________

38. Goal Setting __________ __________ __________

39. Periodic Reviews & Evaluations __________ __________ __________

40. General Cleaning & House Keeping __________ __________ __________

41 Whirlpool (General operation) __________ __________ __________

42. Sauna (General operation) __________ __________ __________

43. Tanning (General operation) __________ __________ __________

44. Child Care Rules & Appointments __________ __________ __________

45. Tanning Rules & Appointments __________ __________ __________

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Winner vs Loser

The Winner - is always part of the answer.

The Winner - always has a program.

The Winner - says, "Let me do it for you."

The Winner - sees an answer for every problem.

The Winner - sees a green near every sand trap.

The Winner - says, "It may be difficult but it's possible."

The Loser - is always part of the problem.

 The Loser - always has an excuse.

 The Loser - says, "That’s not my job."

 The Loser - sees a problem for every answer.

 The Loser - sees two or three sand traps near every green.

 The Loser - says, "It may be possible but it's too difficult."

------ Document 8 ------