Client Communication & Professional Practice in Massage Therapy – Chapter 6 8-7

A set of key vocabulary flashcards covering effective client communication, assessment, phone etiquette, boundaries, and professional policies discussed in the lecture (Business Mastery, Chapter 6, pp. 102-108).

Artful Phrasing

Choosing words and tone that help clients feel safe to give honest feedback without feeling confrontational.

Open-Ended Question

A query that invites explanation (begins with how, what, when, why, or ‘tell me about…’) and cannot be answered with yes/no.

Closed-Ended Question

A query that limits replies to yes/no or a brief choice (begins with do, have, are, would…).

Pressure Scale

A 1-10 client rating system for massage intensity; most people prefer around a 7 (deep-medium).

Seven on the Pressure Scale

Statistically the level most clients say they want—deep enough to be therapeutic but still comfortable.

Active Listening

Fully focusing on the speaker, then reflecting or clarifying to show understanding.

Reflective Listening

Restating or paraphrasing what the client said to confirm accuracy and encourage more detail.

Client Consent

Explicit permission from a client for every technique, position, or change during the session.

Therapeutic Relationship

Collaborative partnership between therapist and client built on trust, communication, and shared goals.

Assessment

Systematic observation and palpation used to identify client needs and plan treatment.

Gait Assessment

Observing a client’s walking pattern for clues to imbalance, pain, or dysfunction.

SOAP Charting

Standard note format: Subjective, Objective, Assessment, Plan.

Elevator Pitch

A 30-second summary of your services and benefits used to attract new clients.

Phone Etiquette

Professional phone behavior: answer within 2–3 rings, smile, state business & name, speak clearly, avoid long holds.

Smile Rule

Smiling while answering the phone to automatically create a friendly, upbeat tone of voice.

Hold Option

Placing a caller on hold; should be avoided or kept under 30 seconds with permission.

Cancellation Policy

Written guidelines explaining required notice and any fees when a client cancels or no-shows.

Screening Calls

Asking brief questions to match clients with services and detect inappropriate or unsafe requests.

Red-Flag Call

Phone inquiry hinting at sexual services (e.g., late-night request, suggestive language); must be declined or educated firmly.

Dismissing a Client

Terminating care due to boundary violations, unmet goals, incompatibility, or safety concerns while offering referrals.

Minor Consent

Parental/guardian permission required to treat anyone under 18; first visit usually requires parent present.

Parental Presence

Policy stating whether a parent must stay in the room, in the building, or simply give written consent.

Appointment Reminder

Brief text or email confirming date & time; acceptable use of texting with clients.

Email Newsletter

Periodic emailed update with specials, education, or openings; once a week or less to avoid spam perception.

Word-of-Mouth Marketing

Primary way massage businesses grow—satisfied clients tell others about their experience.

Wellness Massage

Ongoing maintenance massage after therapeutic goals are met; often monthly.

Special-Needs Accommodation

Adapting space or techniques for clients with mobility, cognitive, or sensory challenges (e.g., ramps, hand signals).

Professional Boundary

Clear limits that protect client and therapist safety, confidentiality, and ethical practice.

Inappropriate Solicitation

Client request for sexual services; must be declined, documented, and possibly reported.