Massage Therapy Journal Summer 2025

Summer 2025 • 55

misunderstanding or client response to the session that appears related to differences in cultural identification, values or behavior. Lastly, identify cultural knowledge or lessons that you have learned from these clients. • Create an environment that reflects cultural competence . Reading materials, signs and decor should graphically represent a diverse group of ethnically and racially different populations. Also, materials should be tested within the populations they reflect, perhaps through focus groups, to ensure that they communicate effectively. Be sure to include LGBTQIA+ symbols and images reflective of all kinds of relationships, not just heterosexual couples. • Learn how to pronounce other people’s names . Pronouncing names correctly shows respect for the person’s identity and for their culture. Mispronouncing a name can make people feel isolated or alienated. Pay attention to how someone pronounces their name. Ask them how to pronounce their name if you are reading it; you can also ask someone else who may know. Practice pronouncing the name aloud privately if needed. Use online tools to learn the correct pronunciations (Namecoach, NameShouts, Forvo or NameDrop). You can also write down a phonetic spelling or attach an audio file of the correct name pronunciation in the client record if needed. • Handle client reactions with empathy . Use the following professional guidelines to manage client reactions (e.g., outward displays

of anger or hostility; grief reactions; discomfort with staff/therapist characteristics, such as age, gender or gender identity). 18 1. Stay calm and keep your emotions in check. 2. If the person is angry or aggressive, adopt a passive and non-threatening body posture, such as hands by your side with empty palms facing forward and body at a 45-degree angle to the person. 3. Acknowledge and accept their expressed emotions. Validating someone’s emotions shows that you care about their perspective, even if you do not agree with it. This action can also help establish trust and help the other person feel more open to discussing solutions. 4. Be patient and sensitive. Give them time to express their emotions. 5. Be flexible and within reason if they want a different therapist. 6. Use the space for self-protection if you feel threatened, such as positioning yourself close to an exit and not crowding the client. clients through their preferred communication method (phone, mail, secure messaging). Use online tools to learn the correct pronunciations (Google Translate, Microsoft Translate, DeepL or Papago). Many digital options are not easily accessible for some clients. Provide help when needed. Offer help to clients when filling out forms or performing tasks they may not have done before (e.g., getting a massage). • Reduce communication barriers . Be sure forms and information can be read and understood by clients. Communicate with

amtamassage.org/mtj