Resources - Chapter 6

Chapter 6 - Therapeutic Communications

Communication Fundamentals

• The Center for Non-Violent Communication - CNVC's aim is to provide ideas, experience, and support for the living of Nonviolent Communication in community. This is accomplished by providing Nonviolent Communication training, materials, organizational consulting, and projects that develop harmonious and effective relationships
• SAVI™ - System for Analyzing Verbal Communications - A communication system that points out that what we're talking about is welcomed or rejected depending on HOW we say it
• Healing From the Core - Trainings and audio series teach people how to create from love rather than from fear

First Impressions

• About.com: Entrepreneurs - Article: First Impressions by Michelle T. Sterling

Building Rapport

• Queendom The Land of Tests - Communication Test. 10 Tips for Excellent Communication

Communication Barriers

• Ezine Articles - Article: Overcoming Communication Barriers Between People By Martin Hahn
• Communication Improvement Free Resource Center - Article: Barriers to Communication Affect All Of Us

Upset Clients and Difficult Situations

• University of Kansas - Article: Dealing With Difficult People & Difficult Situations
• Free Management Library - Article: Customer Service

Emotional Triggers

• Emotional Release - Article: Emotional Release: A Grey Area in Massage

Listening Skills

• CASAA - Article: Listening Skills
• Empathic Approach - Article: Listening First Aid by Gregorio Billikopf
• The Ethics of Touch - Book: The Ethics of Touch by Ben Benjamin and Cherie Sohnen-Moe
• Book: People Skills: How to Assert Yourself, Listen to Others and Resolve Conflicts by Robert Bolton

Listening Skills - Active Listening

• Study Guides and Strategies - Article: Active Listening
• Mind Tools - Article: Active Listening Hear What People are Really Saying

Listening Skills - Reflective Feedback

• Nonviolent Communication - Book: Nonviolent Communication: A Language of Life: Create Your Life, Your Relationships, and Your World in Harmony with Your Values by Marshall B. Rosenberg

Communication and Learning Styles

• The Empowerment Partnership - Neuro-Linguistic Programming (NLP) is a behavioral technology, which simply means that it is a set of guiding principles, attitudes, and techniques about real-life behavior, and not a removed, scientific theorem
• Sohnen-Moe Associates, Inc - Further details on nlp
• Multiple Intelligences - Book: Multiple Intelligences: The Theory in Practice by Howard Gardner
• Multiple Intelligences Model - Howard Gardner's work around multiple intelligences. An exploration of the theory of multiple intelligences, why it has found a ready audience amongst educationalists, and some of the issues around its conceptualization and realization
• Multiple Intelligences Inventory - Worksheet on Multiple Intelligences, a snapshot in time of an individual's perceived MI preferences
• Sohnen-Moe Associates, Inc - A detailed description of the eight Multiple Intelligences and creative client education techniques based on MI

Documenting Client Sessions

• Sohnen-Moe Associates, Inc - Printable forms
• Massage and Bodywork Magazine - Article: The Art of the Chart Documenting Massage Therapy with CARE Notes By Mary Kathleen Rose

Basic Charting Tips - Charting Formats / SOAP / CARE

• Jones and Bartlett Publishers - Book: Legal Aspects of Documenting Patient Care for Rehabilitation Professionals, Third Edition by Ron Scott, JD, MSBA, OCS
• Hands Heal - Book: Hands Heal: Communication, Documentation, and Insurance Billing for Manual Therapists, Third Edition (LWW Massage Therapy and Bodywork Educational Series) by Diana Thompson, LMP

Basic Charting Tips - Client Interviews

• Sohnen-Moe Associates, Inc - Printable forms
• Occupational Outlook Quarterly - Article: You're a what? Massage therapist by Olivia Crosby

Basic Charting Tips - Client Interview Questions

• Bubbling Spring - Sample Health History Questionaire
• Designs-Services - Sample Health History Questionaire [PDF]
• Massage Today - Article: Medical Conditions in Massage Practice: Intake Forms and Questions, Part I by Tracy Walton, LMT, MS

Client Education

• Sohnen-Moe Associates, Inc - Article: Client Education: Improve client communication with specific activities based on Multiple Intelligences
• About.com: Spas - Tips for clients on how to get the most from their massages
• Austin Massages - Provides information for massage clients on how to get the most from their massage as well as stretching handouts
• Sohnen-Moe Associates, Inc - Massage Therapy Self Care Manual: 74 pages of personalized client education handouts on a CD ROM
• Sohnen-Moe Associates, Inc - Client Education Handouts for Self-Care: 67 pages of handouts in a 3-ring binder
• The Bodyworker - Article: Educating Clients
• Alternative & Complementary Therapies - Article: Educating Clients for Better Outcomes: An Interview with Barry Taylor, ND by Russ Mason, MS

Telephones: The Client Connection - Phone Etiquette

• essortment - Article: Telephone Etiquette by Marilyn Ledgerwood
• Salary.com - Article: Telephone Manners by Regina M. Robo

Telephones: The Client Connection - Machines vs. Humans

• Timetrade - Self-service appointment scheduling service, online or telephone
• My Receptionist - A nationwide receptionist and scheduling service designed by a massage therapist specifically for massage therapists, chiropractors and other complementary health care providers
• Professional Communications Messaging Service - National service includes: Answering Service, Order Entry, Taking Orders, On-Line Order Taking, Order Processing, Voice Mail, Fax Mail, Virtual Office, Unified Messaging and innovative Custom Messaging Services
• Microsoft Small Business Center - Article: 8 reasons to use Appointment Manager by Michelle Collins

Telephones: The Client Connection - Improving Communication Effectiveness

• Integrity Training Solutions - Article: Communication Effectiveness—Tips for Managers by Robert Bacal [PDF]
• Inc.com - Article: Improve Your Communication Skills. A list of web resources for improving communication