Career Advice: Handling Inappropriate Member Behaviour
By Barb Gormley
How to address uncomfortable situations and preserve your relationships with members.
The new body builder member has killer B.O. A 50+ member sprays choking clouds of hair spray and perfume in the locker room. A scantily-clad buxom female member prances in the weight room. Dealing with inter-personal club situations is enough to make even the most experienced manager want to run out the front doors screaming. Here are three simple tips to help you handle difficult conversations with members.
1. Try a broad approach
Consider addressing the group as a whole before centering out an individual. For example, if a member consistently leaves puddles of sweat on the equipment and you’re uncomfortable approaching him or her directly, post a sign reminding everyone of your weight room etiquette rules.
At Toronto’s Dunfield club, group exercise manager Shellie Rykiss occasionally reminds her classes to be aware of their hygiene and to make use of the deodorant the club provides. If the guilty party still doesn’t catch on, then it’s time to get personal.
The Nubody’s Fitness chain, based in Dartmouth, Nova Scotia, finds that well-publicized club policies, like no bra-tops or skimpy tank tops, helps their clubs avoid having to deal with inappropriate member behaviour.
2. Watch your language
When a manager approaches members about touchy issues but doesn’t use the right language, members can easily feel under attack. Ruth Hanton, a former club director who currently teaches college courses, recommends beginning conversations with the word “I.” She suggests starting the conversation this way: “I’ve noticed that you don’t put away the weights, and other members are finding it frustrating. I’d appreciate it if you could put them away when you’re finished.” Starting sentences with the word “you” automatically makes people defensive, adds Hanton.
3. Be creative
Sometimes the simplest approach – and one that involves no conversation at all – is the best solution. Shannon Freeburn, manager of the Manulife Financial Fitness Centre in Toronto, was overwhelmed with complaints about a new member who was leaving his reeking workout clothes hanging outside his locker to dry. She simply removed and washed the clothes and then placed them in his locker. He quickly realized the problem and thanked her for her actions.
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