YMCA of Central Florida training tool for new membership services staff team members.

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YMCAOFCENTRALFLORIDA
RookieWorkbook
2
Who We Are
The Y is this nation’s leading non profit committed to strengthening communities through youth
development, healthy living and social responsibility.
At the YMCA of Central Florida, we believe that our Family Centers are today’s Third Places, and we
know that the communities where our Family Centers exist are healthier and stronger because of it.
We offer a variety of programs and services to our members and the community. Our programs are
designed to promote the development of Spirit, Mind and Body. They promote fitness and positive
values and behavior.
Each year we serve as an informal center of community life for more than 200,000 individual lives.
The YMCA is a safe, positive place where families can bond and create new bonds with other people
they meet.
The YMCA of Central Florida – like any good Third Place – is accessible by everyone in the community.
It is a place where people care about the well-being of one another. As with any great Third Place, the
Y is not just a place of good will, it is also a fun place to be. It is a place where people want to spend
time, where they enjoy the company of the people they meet there. It is a positive place. And at the
end of the day, the Y is simply a place where people love to be.
The YMCA of Central Florida is a place of fellowship, value and community. It is the New Third Place
for the 21st Century and beyond.

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OurCause
AttheY,strengtheningcommunityisourcause.Everydayweworkside-by-sidewith
ourneighborstomakesurethateveryone,regardlessofage,incomeorbackground,
hastheopportunitytolearn,growandthrive.
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Our Values
Our core values unite us as a movement with a common cause. They are the shared
beliefs and essential principles that guide our behavior, interactions with each other
and decision-making.
Our five core values are:
Caring—show a sincere concern for each other
Honesty—be truthful in what you say and do
Respect—follow the golden rule
Responsibility—be accountable for your actions
Faith—belief in and devotion to God

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OurVoice
Weusetheword“voice”todescribethewayourbrandlooksandsounds.Thefollowingtermsdescribethe
toneofallofourcommunications:
Genuine—Webelievethevaluesandskillslearnedearlyonarevitalbuildingblocksforquali-
tyoflife.
Nurturing—AttheY,kidslearntheirABCs,learntoshare,learnaboutsportsmanshipand,
mostimportantly,learnhowtobethemselves.
Determined—We’reheredayinanddayouttoprovidetheresourcesourcommunitiesneed
toaddressthemostpressingsocialissues—fromchildhoodobesitytograduationrates.
Hopeful—Webecamealeadingnonprofitbyhelpingpeopleeverywheredeveloptheskills
andrelationshipstheyneedtobehealthy,confidentandconnected.
Welcoming—AttheY,wenurturelifelessonsinkids,fosterhealthandwell-beingamong
peopleofallages,bringtogetherpeopleofallgendersandbackgroundstopursuepassions,
andinclusivelysupporteveryoneinourneighborhoods.
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Instructions
To complete the workbook in a group:
1. Read the Welcome Center Standards (Service & Sales) on the following page together out
loud. Your instructor will record the bulleted information on a flip chart.
2. Divide into small groups and answer the Skill Check questions that follow as a team.
Record your answers in your workbook.
3. Present your team’s answers to the Skill Check questions to the larger group. Your
instructor will record excellent answers on a flip chart.
4. In your small groups, take turns demonstrating outstanding examples of each activity
question to the larger group. Activity questions are indicated by an (*) before each.
Membership Service Standards are indicated by a bubble number.
5. Repeat steps 1-4 for each Standard and Skill Check page.
To complete the workbook individually:
1. Read the Global Standards on the following page and complete the Skill Check questions
that follow by recording your answers in the workbook.
2. Review your answers with your Director and demonstrate examples of each activity at the
desk or in the Membership area. Your Director will observe you and provide feedback
concerning what was an outstanding example and what could be improved.

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ServiceCoachingCards
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FIRST IMPRESSIONS
YOU ARE THE YMCA . A MEMBER’S FIRST IMPRESSION OF YOU IS THEIR FIRST
IMPRESSION OF THE YMCA.
ALWAYS BE VISIBLE TO YOUR MEMBERS BY WEARING YOUR UNIFORM AND NAME
TAG.
BE POSITIVE, CONFIDENT AND EXPRESS YOUR PASSION FOR THE YMCA.
> Keep your head up and eyes open.
> Stand up straight and focus on members at all times.
> Smile and make eye contact with members.
> Do not chat with friends or fellow team members.
BE ACTIVE IN YOUR AREA AND ENSURE YOUR AREA IS FREE OF CLUTTER.
ENSURE YOU ARE VISIBLE TO THE MEMBERS AT ALL TIMES.
WORK TOGETHER AS A TEAM.
> Let your team members know if you have to leave your area to help a member.
> Ask team members for advice and help when necessary.

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FIRSTIMPRESSIONS
skillcheck
WHYAREFIRSTIMPRESSIONSSOIMPORTANT?
DESCRIBETWOTHINGSYOUCANDOTOSHOWYOURPASSIONFORTHEYMCA.
DESCRIBETHREETHINGSTHATAREGREATABOUTWORKINGATTHEYMCA.
WHATARESOMESITUATIONSTHATYOUWOULDGETHELPFROMATEAM
MEMBERORYOURDIRECTOR?
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Step 1: MEMBER INTERACTION
VERBALLY GREET EVERY MEMBER ENTERING YOUR AREA WITHIN 2-3 SECONDS. GREET WITH ENTHUSIASM, A
SMILE AND INTRODUCE YOURSELF AND USE MEMBER’S FIRST NAME.
USE WELCOMING GREETINGS WHEN THE MEMBER ENTERS YOUR AREA.
“Welcome to the YMCA James. It’s great seeing you today.”
“Hi. My name is Dan and yours? What brings you to the YMCA today?“
USE SOCIAL GREETINGS WHEN A MEMBER COMES INTO YOUR AREA.
>“Good Morning, is it still pretty warm outside?”
USE PROGRAM GREETINGS WHEN A MEMBER IS FOCUSED ON A CLASS SCHEDULE OR FLYER.
>“That is a great class/program. What do you want to achieve by participating?”
AVOID USING “CAN I HELP YOU?”
“What can I help you find?”
>Closed ended question that could easily be answered with “no.”
AVOID USING “I AM OVER HERE IF YOU NEED ME.”
“My name is Roger. I will be back in a minute to check on you.”
> Does not give you an opportunity to come back and assist them.
> Requires the member to find you when they need assistance.

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Step1:MEMBERINTERACTION
skillcheck
WHYISMEMBERINTERACTIONIMPORTANT?
WHYISITIMPORTANTTOGREETEVERYMEMBERWITHIN2-3SECONDSOFENTERINGTHEYMCA
ORYOURZONE?
DESCRIBE3DIFFERENTWAYSTOWELCOMEYOURMEMBERS.
WHYSHOULDYOUAVOIDUSING“CANIHELPYOU?”
“IAMOVERHEREIFYOUNEEDME.”WHYSHOULDYOUAVOIDUSINGTHISPHRASE?
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Step 2: UNDERSTANDING MEMBERS’ NEEDS
USE DIFFERENT TACTICS FOR EACH MEMBER BASED ON SIGNALS.
>If they know where they are going and where all equipment is, a simple greeting is all that is needed.
>If a member is walking aimlessly around or looking at a class, ask open-ended, probing questions to determine
need.
>If a member starts to approach, ask open-ended, probing questions to determine need.
REACT TO SIGNALS THAT THEY NEED TO BE ASSISTED.
>Eye Contact. They look in your eyes hoping to be assisted.
>Checking class schedules or program information.
>Scanning the area to locate equipment, area, class or program.
ASK OPEN-ENDED QUESTIONS TO IDENTIFY MEMBERS’ NEEDS.
“How is your workout going today?”
>Questions that begin with how, what, why, where, when and who.
ASK PROBING QUESTIONS TO FURTHER CLARIFY THE MEMBERS’ NEEDS.
“What do you like best about your current routine?”
ACTIVELY LISTEN TO AND PARAPHRASE THE INFORMATION YOU HEAR.
“What I hear you saying…”

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WHYISITIMPORTANTTOUNDERSTANDOURMEMBERS’NEEDS?
DESCRIBE3NON-VERBALSIGNALSTHATWOULDINDICATETHATAMEMBERISINNEEDOFYOUR
HELP.
*DEMONSTRATE3OPEN-ENDEDQUESTIONSYOUCANUSETOIDENTIFYAMEMBER’SNEEDS.
*DEMONSTRATE3PROBINGQUESTIONSYOUCANUSETOFURTHERCLARIFYAPROSPECT’S
NEEDS.
WHYISITIMPORTANTTOACTIVELYLISTENANDPARAPHRASEMEMBERS’ANSWERS?
Step2:UNDERSTANDINGMEMBERS’NEEDS
skillcheck
14
LET MEMBERS KNOW WHAT IS NEW AND POPULAR AT YOUR Y.
>In group exercise, tell them about a popular class.
>In wellness, tell members about upcoming seminars or special services.
EXPLAIN THE BENEFITS OF THE SERVICES WE PROVIDE THEM.
“...provides a great cardio workout if you’re just getting back to exercise.”
EXPLAIN KEY BENEFITS OF OUR WELLNESS EQUIPMENT WITHOUT USING COMPLICATED WORDS?
“This cardio machine allows you to experience running without the negative effects that running does to your body.”
TELL SERVICE, HISTORY AND PROGRAM STORIES.
“Did you know that the YMCA invented basketball to provide structure and physically exhaust a group of young kids.”
“Did you see the woman on the wellness floor I just gave a high-five to? Last year, when she first came to the Y she had the
same goals as you. We partnered with her in pursuit of her goals and now she’s 100 lbs lighter then when I first took her on a
tour of our Y.”
PROVIDE YOUR MEMBER WITH THE MOST POSITIVE EXPERIENCE WHILE THEY ARE ENJOYING THE Y.
Step 3: COMMUNICATING TO MEMBERS

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WHYISITIMPORTANTTOCONVINCEYOURMEMBER?
DESCRIBEAFEATUREANDABENEFITOFATLEAST3SERVICES,EQUIPMENTORSTAFFATYOURY.
*DEMONSTRATEANEXPLANATIONOF3BENEFITSOFYOURSPECIFICAREAWITHOUTUSING
COMPLICATEDWORDS.
WHYISITIMPORTANTTOTELLSTORIES?
WHYISITIMPORTANTTOPUTHAVEYOURMEMBEREXPERIENCEOTHEREXERCISES?
Step3:CONVINCINGPROSPECTS
skillcheck
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OFFER SUITABLE EXERCISE ALTERNATIVES IF THE CLASS OR EQUIPMENT YOUR MEMBER WANTED IS NOT
AVAILABLE.
“Let me show you some different exercises that can achieve the same thing you want from the elliptical machine.”
>Find classes that provide the same benefit or can fulfill prospect’s immediate needs.
>Make sure that the alternative is suitable to new member’s fitness level, interest and time requirements.
>Offer more than one alternative, circle the alternatives on the appropriate schedule and give to the new member.
BUILD YOUR MEMBER’S CONNECTION WITH THE Y BY SUGGESTING THEY PARTICIPATE IN UPCOMING
ACTIVITIES, CLASSES OR EVENTS.
>“Nancy, I know you’ve been trying to improve your eating habits. We are hosting a class on Thursday that can help
you with that. How about I get you registered to participate?”
REINFORCE WITH THE MEMBER THAT WE ARE A CAUSE DRIVEN, CHARITABLE ORGANIZATION BY
COMMUNICATING OUR SCHOLARSHIP PROGRAM.
>“Nancy, remember we talked about how the Y helps community. As a member, you have an opportunity to help us
help others by giving one of the kids you see going into child development free swim lessons. By just adding a few
dollars a month to your membership dues, you can partner with our other members to reduce childhood drowning
deaths in Central Florida. So many of our other members find it very easy to donate by just adding it to their month-
ly dues. What do you think?
Step 4: MAXIMIZING OPPORTUNITIES

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WHYISITIMPORTANTTOMAXIMIZEEVERYOPPORTUNITYWITHMEMBERS?
NAME3SUITABLEALTERNATIVESFORANAEROBICSCLASSANDAPIECEOFCARDIOEQUIPMENT
CURRENTLYATYOURY.
GIVEME3WAYSYOUCANCONNECTAMEMBERTOASPECIALEVENTORACTIVITYATYOURY.
GIVEME3WAYSYOUCANINTRODUCETHEIDEAOFDONATINGTOTHEYMCASCHOLARSHIP
FUNDTOACURRENTMEMBER.
Step4:MAXIMIZINGOPPORTUNITIES
skillcheck
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FINAL IMPRESSIONS
ENCOURAGE MEMBERS AFTER THEIR WORKOUT.
“Great workout today Bob. I’ll see you tomorrow.”
>Be open to members’ questions after their workout.
>Clean the equipment after the members are finished.
TALK ABOUT FUTURE EVENTS AND SPECIAL PROGRAM INFORMATION TO THE MEMBERS.
THANK MEMBER FOR COMING TO THE YMCA.
“Thanks for coming to the Y. I’ll see you tomorrow.”
WIPE DOWN THE MEMBER’S EQUIPMENT FOR THEM.

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FINALIMPRESSIONS
skillcheck
WHYISITIMPORTANTTOLEAVEMEMBERWITHAPOSITIVEFINALIMPRESSION?
WHATISTHEIMPACTONTHEMEMBERWHENYOUTHANKTHEMFORCOMINGTOTHEYMCA?
REMEMBERATIMEWHENYOUWERENOTTHANKEDANDDESCRIBEHOWITMADEYOUFEEL.
WHYISITIMPORTANTTOENCOURAGEYOURMEMBERSATTHEENDOFTHEIRWORKOUTS?
DESCRIBEHOWYOUWOULDENCOURAGEAMEMBERAFTERHIS/HERWORKOUT?
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WELCOME CENTER
ENSURE DESK IS CLEAN, FREE OF ALL CLUTTER AND WELL ORGANIZED.
ANSWER THE PHONE POLITELY WITHIN 3 RINGS.
STOP WHAT YOU ARE DOING, SMILE AND MAKE EYE CONTACT WITH EVERY PERSON WHO WALKS THROUGH
YOUR DOOR.
“Welcome to the Y. Have a great workout.”
>Call members by name during the welcome.
>Come around the desk when you identify a prospect has entered the Y.
ACKNOWLEDGE A MEMBER WAITING IN LINE.
“Thank you for waiting. I will be with you soon.”
SWIPE MEMBERSHIP CARDS AND PROCESS ALL TRANSACTIONS AS EFFICIENTLY AND WITH URGENGY.
>Call for back-up if there are more than 3 members in line.
SAY GOODBYE TO MEMBERS UPON THEM LEAVING THE Y.
“We’ll see you tomorrow. Have a great day.”
“How was your workout today?”

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MEMBERSERVICESDESK
skillcheck
WHYISITIMPORTANTTOKEEPTHEDESKTIDY?
WHYISITIMPORTANTTOANSWERTHEPHONEPOLITELYWITHIN3RINGS?
DESCRIBEHOWYOUWOULDGREETAMEMBERWHENHE/SHEENTERSYOURY.
WHATMESSAGEDOESITSENDTHEMEMBERWHENYOUACKNOWLEDGETHEMWAITINGINLINE?
WHATMESSAGEDOESITSENDTHEMEMBERWHENYOUSWIPETHEMINORPROCESSTHEIRTRANSACTION
EFFICIENTYLYANDWITHURGENCY?
WHATISTHEIMPACTONTHEMEMBERWHENYOUTHANKTHEMFORCOMINGTOYOURY?
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WELLNESS FLOOR
VERBALLY GREET EVERY MEMBER ENTERING YOUR AREA WITHIN 3-5 SECONDS.
>Stand attentively at your “X marks the spot” position ready to welcome people entering your floor.
BE POLITE, HELPFUL AND POSITIVE AT ALL TIMES.
>Assist more than one member at a time efficiently.
>Know all equipment or classes available and be ready to help find alternative actitives if the floor is busy.
>Smile, make eye-contact and show energy while providing service.
ENCOURAGE MEMBERS TO TRY ALTERNATIVE WORKOUTS.
>If possible, put member on alternative equipment or demonstrate alternative exercises for them.
OFFER TO GET MEMBERS ON AND OFF EQUIPMENT OR HELP THEM WARM UP, COOL DOWN OR STRETCH.
OFFER GENUINE ADVISE AND OFFER COMPLIEMENTARY ACTIVITIES.
>First, ask the member what they think or feel about their current workout.
>Clarify information when needed and provide solutions to their concerns.
>Provide additional activity options if appropriate.
ENCOURAGE MEMBERS AFTER THEIR WORKOUT.
“Great workout today Bob. I’ll see you tomorrow.”
>Be open to member questions after their workout.
>Clean the equipment after the members are finished.

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WELLNESSFLOOR
skillcheck
WHYISITIMPORTANTTOLEAVEMEMBERSWITHAPOSITIVEEXPERIENCE?
LIST1CLASSOROTHERACTIVITYTHATWOULDCOMPLEMENT3PIECESOFWELLNESSEQUIPMENT.
*DEMONSTRATEHOWYOUWOULDASSISTMEUSINGTHESERVICESTANDARDSIFIAMLOOKINGAIMLESSLY
AROUNDTHEFLOOR.
DESCRIBEHOWYOUWOULDRESPONDTOMEIFIASKEDYOUWHATWASTHEBESTCARDIOEQUIPMENTONTHE
FLOOR?
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GROUP EXERCISE STUDIO
WELCOME ALL MEMBERS TO YOUR CLASS
>Arrive early enough to prep class with all equipment.
>Greet all members at the door with a smile, make eye contact and show energy while providing service.
BE POLITE, HELPFUL AND POSITIVE AT ALL TIMES.
>Demonstrate the use of all equipment prior to the beginning of class.
>Assist members by working side-by-side with them during class.
>Ask members by name to demonstrate exercises.
ENCOURAGE MEMBERS TO TRY ALTERNATIVE CLASSES OR EXERCISES.
>Help members create diversity in their workout by suggesting alternative activities.
THANK MEMBERS FOR THEIR PARTICIPATION.
>Tell class they did a great job.
>Announce upcoming events and activities at your Y.
>Be open to after class conversations with members.

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GROUPEXERCISESTUDIO
skillcheck
WHYISITIMPORTANTTOGREETMEMBERSATTHEDOOR?
*DEMONSTRATEHOWYOUWOULDGETMEENGAGEDINYOURCLASSDURINGTHECLASS.
DESCRIBEHOWYOUWOULDWRAPUPYOURCLASS.
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AQUATICS
WELCOME ALL MEMBERS TO YOUR POOL
>Greet all members with smile, make eye contact and say hello within 5-7 seconds of them entering the pool area.
>Lifeguards are expected to greet members from every station (tower, desk, etc.)
BE POLITE, HELPFUL AND POSITIVE AT ALL TIMES.
>Ask swimmers what they will be working on today.
>Assist members by identifying open lanes or class areas.
THANK MEMBERS FOR THEIR PARTICIPATION.
>Tell class they did a great job.
>Annouce upcoming events and activities sponsored by your Y.
>Be open to after class conversations with members.
ENCOURAGE MEMBERS AFTER THEIR WORKOUT.
“Great workout today Karen. I’ll see you tomorrow.”
>Be open to member questions after their workout.
>Replace all equipment after members are finished.

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AQUATICS
skillcheck
WHYISITIMPORTANTTOGREETMEMBERSWHENTHEYENTERTHEPOOL?
*DEMONSTRATEHOWYOUWOULDGREETMEUPONENTERINGTHEPOOL.
DESCRIBEHOWYOUWOULDENCOURAGEMEAFTERMYWORKOUT.
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SPORTS
WELCOME ALL MEMBERS TO PRACTICE OR GAMES
>Arrive early enough to prepare.
>Greet all members as soon as they enter the program area with a smile and a hello. Make eye contact and show
energy while providing service.
BE POLITE, HELPFUL AND POSITIVE AT ALL TIMES.
>Show parents where they can stand to watch practice.
>Introduce participants to coaches, referees and other staff there to help.
ENCOURAGE MEMBERS TO WORKOUT WHILE KIDS ARE PRACTICING.
>Tell them about classes or programs that are being held.
THANK MEMBERS FOR THEIR PARTICIPATION.
>Tell participants they did a great job.
>Announce upcoming events and activities sponsored by your Y.
>Be open to after practice or game conversations with members.

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SPORTS
skillcheck
WHYISITIMPORTANTTOWELCOMEALLMEMBERSTOPRACTICEANDGAMES?
*DEMONSTRATEHOWYOUWOULDGETMEENGAGEDINACLASSDURINGPRACTICETIME.
DESCRIBEHOWYOUWOULDTHANKPARTICIPANTSFORATTENDING.
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Sales Coaching Cards

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FIRSTIMPRESSIONS
YOUARETHEYMCA.APROSPECT’SFIRSTIMPRESSIONOFYOUISTHEIRFIRST
IMPRESSIONOFTHEYMCA.
ALWAYSBEVISIBLETOYOURPROSPECTBYWEARINGYOURNAMETAG.
BEPOSITIVE,CONFIDENTANDEXPRESSYOURPASSIONFORTHEYMCA.
>Keepyourheadupandeyesopen.
>Standupstraightandfocusonmembersatalltimes.
>Smileandmakeeyecontactwithmembers.
>Donotchatwithfriendsorfellowteammembers.
BEACTIVEINYOURAREAANDENSUREYOURAREAISFREEOFCLUTTER.
ENSUREYOUAREVISIBLETOTHEPROSPECTSATALLTIMES.
WORKTOGETHERASATEAM.
>Letyourteammembersknowifyouhavetoleaveyourareatogoonaninterview.
>Askteammembersforadviceandhelpwhennecessary.
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FIRST IMPRESSIONS
skill check
WHY ARE FIRST IMPRESSIONS SO IMPORTANT?
DESCRIBE TWO THINGS YOU CAN DO TO SHOW YOUR PASSION FOR THE YMCA.
DESCRIBE THREE THINGS THAT ARE GREAT ABOUT WORKING AT THE YMCA.
WHAT ARE SOME SITUATIONS THAT YOU WOULD GET HELP FROM A TEAM
MEMBER OR YOUR DIRECTOR?

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Step1:PROSPECTINTERACTION
VERBALLYGREETEVERYPROSPECTENTERINGYOURYWITHIN3-5SECONDS.GREETWITHENTHUSIASM,ASMILE
ANDINTRODUCEYOURSELF.
USEWELCOMINGGREETINGSWHENTHEPROSPECTENTERSYOURAREA.
“Hi.MynameisDanandyours?WhatbringsyoutotheYMCAtoday?”
USESOCIALGREETINGSWHENAPROSPECTCOMESINTOYOURAREA.
>“GoodMorning,isitstillprettywarmoutside?”
USEPROGRAMGREETINGSWHENAPROSPECTISFOCUSEDONACLASSSCHEDULEORFLYER.
>“Thatisagreatclass/program.Whatdoyouwanttoachievebyparticipating?”
AVOIDUSING“CANIHELPYOU?”
“HowcanIhelpyoutoday?”
>Closedendedquestionthatcouldeasilybeansweredwith“no.”
AVOIDUSING“IAMOVERHEREIFYOUNEEDME.”
“HimynameisRoger.Iwillbebackinaminutetocheckonyou.”
>Doesnotgiveyouanopportunitytocomebackandassistthem.
>Requirestheprospecttofindyouwhentheyneedassistance.
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Step 1: PROSPECT INTERACTION
skill check
WHY IS PROSPECT INTERACTION IMPORTANT?
WHY IS IT IMPORTANT TO GREET EVERY PROSPECT WITHIN 5-7 SECONDS OF ENTERING THE
YMCA?
DESCRIBE 3 DIFFERENT WAYS TO WELCOME YOUR PROSPECT TO THE Y.
WHY SHOULD YOU AVOID USING “CAN I HELP YOU?”
“I AM OVER HERE IF YOU NEED ME.” WHY SHOULD YOU AVOID USING THIS PHRASE?

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Step2:UNDERSTANDINGPROSPECT’SNEEDS
USEDIFFERENTTACTICSFOREACHPROSPECTBASEDONSIGNALS.
>IfaprospectwalksintotheYandiswanderingaroundlookinglost,approachtheprospect,introduceyourselfandaskopen-
ended,probingquestionstodetermineneed.
>Ifaprospectstartstoapproach,meettheprospecthalfway,introduceyourselfandaskopen-ended,probing
questionstodetermineneed.
>Ifaprospectcomesrightuptothedeskandsayshe/sheisreadytojoin,getthemembershippaperworkoutandhelppro-
spectcompleteit.
ALLPROSPECTSARETOBEINTERVIEWEDAWAYFROMTHEMEMBERSERVICESDESKINTHEDESIGNATEDPRE-SELLZONE.
FindaquietareaawayfromthedeskinordertogiveyourProspectyourundividedattention.Thisisyour
opportunitytoreallygettounderstandwhyyourprospectwalkedthroughthedoors.
USEANINTERVIEW/TOURCARD(ANDSCRIPT)ASAGUIDETOYOURPROSPECTINTERVIEW.
ASKOPENENDED,PROBINGQUESTIONSTHATWILLHELPYOUDETERMINETHEPROSPECT’SPAINOR
DISSATISFACTION.
1.“Tellmewhyyoucameintoday?”
2.“Canyoubemorespecific?”
3.“Whathaveyoutriedtodoaboutthat?”
4.“Howdidthatworkforyou?”
5.“Howmuchdoyouthinkthatcostyou—time,money?
6.“Howdoyoufeelaboutthat?”
7.“Haveyougivenupontryingtodealwiththeproblem?”
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Step 2: UNDERSTANDING PROSPECT’S NEEDS
cont’d
ACTIVELY LISTEN TO AND PARAPHRASE THE INFORMATION YOU HEAR.
“What I hear you saying is that you are ready to make a commitment to work on feeling better and looking better.
For the last 5 years you have watched yourself gain more but now you’re ready to stop that trend. Is that what I
hear you saying?”

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WHYISITIMPORTANTTOUNDERSTANDOURPROSPECT’SNEEDS?
*DEMONSTRATE3OPENENDEDQUESTIONSYOUCANUSETOIDENTIFYAMEMBER’SNEEDS.
*DEMONSTRATE3PROBINGQUESTIONSYOUCANUSETOFURTHERCLARIFYAPROSPECT’S
NEEDS.
WHYISITIMPORTANTTOACTIVELYLISTENANDPARAPHRASEPROSPECT’SANSWERS?
Step2:UNDERSTANDINGPROSPECT’SNEEDS
skillcheck
38
LET PROSPECTS KNOW WHAT IS NEW AND POPULAR AT YOUR Y.
>In group exercise, tell them about a popular class.
>In wellness, put prospect on a piece of uncomplicated cardio equipment to get them to experience what it would be like to be
a Y member.
SUGGEST AND OFFER APPROPRIATE SERVICES THAT WOULD MEET THEIR PAIN NEEDS.
“Let me suggest a few classes that you can get started with today.”
EXPLAIN THE BENEFITS OF THE SERVICES WE PROVIDE THEM.
“...provides a great cardio workout if you’re just getting back to exercise.”
EXPLAIN KEY BENEFITS OF OUR WELLNESS EQUIPMENT WITHOUT USING COMPLICATED WORDS?
This cardio machine allows you to experience running without experiencing the negative effects of running on your body.
TELL SERVICE, HISTORY AND PROGRAM STORIES.
“Did you see the woman on the wellness floor I just gave a high-five to? Last year, when she first came to the Y she had the
same goals as you. We partnered with her in pursuit of her goals and now she’s workout on a regular basis. She tells people all
the time how much better she feels.”
“Did you know that the Y was the first organization focused on gathering people together for aerobic classes? We called it
calisthenics back then but we are the forerunners with fitness.”
PROVIDE YOUR PROSPECT WITH THE MOST POSITIVE EXPERIENCE WHEN TOURING YOUR Y.
Step 3: CONVINCING PROSPECTS

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WHYISITIMPORTANTTOCONVINCEYOURPROSPECT?
DESCRIBEAFEATUREANDABENEFITOFATLEAST3SERVICES,PIECESOFEQUIPMENTORSTAFF
EXPERTSATYOURY.
*DEMONSTRATEANEXPLANATIONOF3BENEFITSOFYOURSPECIFICAREAWITHOUTUSING
COMPLICATEDWORDSORYMCAJARGON.
WHYISITIMPORTANTTOTELLSTORIES?
WHYISITIMPORTANTTOPUTYOURPROSPECTONTHEEQUIPMENT?
Step3:CONVINCINGPROSPECTS
skillcheck
40
ALL PROSPECTS WILL BE ASKED TO JOIN THE YMCA DURING THE TOUR.
>Lead the prospect to the same area that you started the interview process.
Ask Prospect “What is it about the YMCA that interests you the most?”
This single question will get the prospect more emotionally involved and Prospect begins to sell herself on joining.
ASK PROSPECTS IF THEY HAVE ANY ADDITIONAL QUESTIONS.
SAY ANY ONE OF THE FOLLOWING TO CLOSE THE SALE
>Okay, let’s get this paperwork started so you can get started today (assume the sale).
>There’s nothing stopping you from joining, it’s time to do it right now.
>On a scale of 0-10, how motivated are you to join today? (0 = no, 10 = yes)
PRESENT PRICING AND MEMBERSHIP PAPERWORK.
Now is the time to really be silent and listen. More objections may arise and you will need to overcome those
objections to get back to the join.
SCHEDULE A WELLNESS APPOINTMENT FOR PROSPECT WITHIN 24 HOURS.
Write down appointment date, time and email address in Prospect’s new member packet or on an appointment
card.
Step 4: CLOSING FOR THE SALE

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Step4:CLOSINGFORTHESALE
GIVEPROSPECTMEMBERSHIPCARDANDNEWMEMBERPACKET.
REINFORCETHEPURCHASEDECISION.
“YouaregoingtolovebeingamemberoftheYMCA.”
“Wehavealltheclassesandinstructorsyouneedtomeetyourdailygoals.”
“Youmadetherightdecisiontojoinnowandavoidtherush.”
“Yournewmembershipwillgiveyousomanyopportunitiestodothingstogetherasafamily.”
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WHY IS IT IMPORTANT TO CLOSE THE SALE BY ASKING PROSPECT TO JOIN THE YMCA?
DESCRIBE 3 POSITIVE ELEMENTS OF THE SERVICE YOU OFFER TO MEMBERS.
*DEMONSTRATE HOW YOU WILL OVERCOME THE FOLLOWING OBJECTIONS.
“I AM SO BUSY. I DON’T KNOW IF I HAVE THE TIME.”
“IT’S TOO EXPENSIVE FOR MY FAMILY.”
“MAYBE I SHOULD WAIT.”
DESCRIBE 3 THINGS YOU COULD SAY TO REINFORCE THE PURCHASE DECISION.
Step 4: CLOSING FOR THE SALE
skill check

22. 43
SCHEDULEANAPPOINTMENTFOROURNEWMEMBERTOMEETWITHAWELLNESSCOACH
>Newmembersaretomeetwithwellnesswithin24hoursoftheirjoining.
OFFERSUITABLEALTERNATIVESTOWELLNESSIFAPPOINTMENTCANNOTBESCHEDULEDIMMEDIATELY.
>Findclassesthatprovidethesamebenefitorcanfulfillprospect’simmediateneeds.
>Makesurethatthealternativeissuitabletonewmember’sfitnesslevel,interestandtimerequirements.
>Offermorethanonealternative,circlethealternativesontheappropriatescheduleandgivetothenewmember.
BUILDTHEIRCONNECTIONWITHTHEYBYSUGGESTINGOURNEWMEMBERPARTICIPATEINUPCOMINGSPECIAL
ACTIVITIES,CLASSESOREVENTS.
>“OurYwillbehostingaspecialnutritionclassonThursdayatthetimeyoutoldmeyouwouldnormallycometo
workout.HowaboutIgetyouregisteredtoparticipate?”
REINFORCEWITHTHEPROSPECTTHATWEAREACAUSEDRIVEN,CHARITABLEORGANIZATIONBY
COMMUNICATINGOURSCHOLARSHIPPROGRAM.
>“Nancy,rememberwetalkedabouthowtheYhelpscommunity.Asanewmemberyouhaveanopportunityto
helpushelpothers.Atthisverymoment,youhavetheopportunitytogiveoneofthekidsyousawinchild
developmentfreeswimlessons.Byjustaddingafewextradollarspermonthtoyourmembershipdues,youcan
partnerwithourothermemberstoreducechildhooddrowningdeathsinCentralFlorida.Somanyofourother
membersfinditveryeasytogiveatthispointofjoining.Whatdoyouthink?
Step5:MAXIMIZINGOPPORTUNITIES
44
WHY IS IT IMPORTANT TO MAXIMIZE EVERY OPPORTUNITY WITH PROSPECTS?
NAME 3 SUITABLE ALTERNATIVES FOR A PIECE OF FITNESS EQUIPMENT CURRENTLY AT YOUR Y.
GIVE ME 3 WAYS YOU CAN CONNECT A PROSPECT TO AN SPECIAL EVENT OR ACTIVITY AT YOUR Y.
GIVE ME 3 WAYS YOU CAN INTRODUCE THE IDEA OF DONATING TO THE YMCA SCHOLARSHIP
FUND TO A PROSPECT AT POS.
Step 5: MAXIMIZING OPPORTUNITIES
skill check

23. 45
FINALIMPRESSIONS
ENCOURAGEPROSPECTTOWORKOUTNOWORWALKPROSPECTTOTHEDOORWHENALLPAPERWORKIS
COMPLETED.
TALKABOUTFUTUREEVENTSANDSPECIALPROGRAMINFORMATIONTOTHEPROSPECT.
THANKPROSPECTFORCOMINGTOTHEYMCA.
>Besuretothankthemeveniftheydidnotjoin.
PROSPECTJOINED,PUTTOURCARDUNDERTHETOUREDANDJOINEDSECTIONOFTHETOURBOARD.
>Begin7touchprocessimmediately(seeTourBoarddiagram).
IFPROSPECTDIDNOTJOIN,PUTTOURCARDUNDERTHETOUREDANDDIDNOTJOIN/CALLCENTERSECTIONOF
THETOURBOARD.
>Begin7touchprocessimmediately(seeTourBoarddiagram).
46
FINAL IMPRESSIONS
skill check
WHY IS IT IMPORTANT TO LEAVE PROSPECT WITH A POSITIVE FINAL
IMPRESSION?
WHAT IS THE IMPACT ON THE PROSPECT WHEN YOU THANK THEM FOR COMING TO THE YMCA?
REMEMBER A TIME WHEN YOU WERE NOT THANKED AND DESCRIBE HOW IT MADE YOU FEEL.
WHY IS IT IMPORTANT TO THANK THOSE PROSPECTS WHO DON’T JOIN
AS WELL AS THOSE WHO DO?

24. 47
Brand&ProgramCoachingCards
48
Areas of Focus
In today's environment, we face increased pressure to
demonstrate our impact. That's why we have grouped
programs and services into three areas of focus. This is
essential for demonstrating how we deliver on our cause and
helps drive an understanding of our organization for our
members, donors and volunteers. Similar to our promise,
values and voice, the areas of focus are an essential and clear
element in our goal to align external perceptions of the Y.
Our 3 areas of focus are:
Youth Development
Healthy Living
Social Responsibility

25. 49
ForYouthDevelopment ForYouthDevelopment
Webelievethevaluesandskills
learnedearlyonarevitalbuilding
blocksforlife.BecauseoftheY,
moreyoungpeopleinneighborhoods
aroundthenationaretakingagreat-
erinterestinlearningand
makingsmarterlifechoices.AttheY,
childrenandteenslearnvaluesand
positivebehaviorsandcanexplore
theiruniquetalentsandinterests,
helpingthemrealizetheirpotential.
Thatmakesforconfidentkidstoday
andcontributingandengagedadults
tomorrow.
50
SWIM, SPORTS & PLAY
Aquatics
ONLY THE YMCA CAN PROVIDE YOU WITH 100 YEARS OF AQUATICS INSTRUCTION EXPERIENCE THAT HAS MADE
US THE MOST TRUSTED EXPERTS IN THE WORLD.
Parent Child Swim Lessons—children 6-36 month olds work with their parents and YMCA instructors to become
comfortable with the water and enhance their water skills.
Preschool Swim Lessons — children 3-5 years old are broken into 2 different groups (beginners and advanced) and
continue their water skills development. Children work in a group environment with a YMCA expert instructor to
learn body positioning, breathing control and leg movement.
Youth Swim Lessons— children 6-13 years old are broken into beginner, intermediate and advanced groupings. The
children work in a group setting with a YMCA expert instructor to grow their skills in the water. For the beginner the
goal is to swim 15 yards without a floaty. For the intermediate and advanced swimmer the goal is to increase their
yardage and enhance their stroke.
Aquatic Sports — the YMCA offers children and teens the opportunity to move beyond lessons to water sports by
offering 3 cores programs—Swim Team, Dive Team and Masters Swim.

26. 51
SWIM,SPORTS&PLAY
Aquatics
YMCASAFESTART
SafeStartwascreatedthroughthecollaborativeeffortofDr.PhillipsCharities,InfantSwimmingResource(ISR),and
theCentralFloridaYMCA.ThroughagenerousgrantfromDr.PhillipsCharities,SafeStart,themostcomprehensive
drowningpreventionprogramintheUnitedStates,wasmadeavailableatselectedYMCAFamilyCentersinthe
CentralFloridaarea.Dr.PhillipsCharitiesprovidedthefundingtoimplementSafeStart(includingtrainingall
instructors),andplaceMasterInstructorsinYMCAcenters;theYMCAprovidedthefacilitiesforlessonsandthe
organizationalstructuretosupporttheSafeStartprogram;InfantSwimmingResourceprovidedthecoreteaching
methodsaswellasthetrainingandsupervisionofinstructors.
SafeStart—Beginningattheageof6months,childrenaretaughttoturnfromfacedowninthewatertofaceupand
intoacomfortablebackfloatposition;at12monthsold,childrenlearnhowtoswim,rotate
ontothebackandfloat,andthenturnbackoverandcontinueswimmingtosafety.Children
aretaughtinaone-to-onesettingwheretheinstructorisfocusedsolelyononechild.
Parents,whomustbepresentduringthelessons,areeducatedaboutallaspectsofaquatic
safetythroughinterviews,observationsandtheSafeStartParentResourceBook.
52
SWIM, SPORTS & PLAY
Aquatics
YMCA AQUATIC CENTER
The YMCA has been America’s favorite
swim instructor for over 100 years. It is
this strong heritage that makes the YMCA
a leader in aquatic programs. We are
pleased to offer our aquatic programs in
our year-round indoor facility. The YMCA
Aquatic Center staff is looking forward to
another exciting and fun-filled Swim Ses-
sion. Each of our swim instructors are
trained specifically to meet the needs of
various age levels and swim abilities and
are required to complete the intensive
YMCA Swim Instructor training course. They must also hold current YMCA Lifeguard, CPR, First Aid, AED and O2 certi-
fications.
Our staff is here to help you and we welcome any suggestions you may have in order for us to better serve you.
Please notify us if you or your child have any special needs that we may assist you with.
It is our goal to provide a safe and enjoyable water experience for you and your child.

27. 53
SWIM,SPORTS&PLAY
Aquatics
KEYSELLINGPOINTSFORYMCAAQUATICSPROGRAMS:
AllYMCAlifeguardsandswiminstructorsarebackgroundcheckedandcertifiedintheirfield.
Swimmingsetsupgoodexercisehabitsforkids.
Swimteacheschildrendisciplineandrespectforthewater.
Progressivelessonsstartasearlyas6months.
KEYSELLINGPOINTSFORYMCASAFESTART:
YMCASafeStartisdesignedtoteachkidshowtosurviveinwaterbyfirstteachingthemtoflipandfloatontheir
backandlastlytoturnbackaroundandswimtosafety.
YMCASafeStartkidsworkone-on-onewithinstructorsandprogressatthechild’srateofdevelopment.
KEYSELLINGPOINTSFORTHEYMCAAQUATICCENTER:
TheYMCAAquaticCenterisCentralFlorida’sswimcoachofferingaquaticprogramsforallages,skilllevelsand
interests.
AttheYMCAAquaticCenterfamiliesaregiventheopportunitytoworkwithcoachesandstaffwhoareworldre-
nownedinthesportofaquaticsincluding,formerOlympiansandinternationalrecordholders.
54
SWIM, SPORTS & PLAY
Aquatics skill check
WHAT ARE THE BENEFITS OF YMCA AQUATICS?
WHAT IS YMCA SAFE START AND WHAT ARE IT’S BENEFITS?
WHAT ARE THE FEATURES AND BENEFITS OF THE YMCA AQUATIC CENTER?
*DEMONSTATE HOW YOU WOULD TALK TO A MEMBER ABOUT YMCA AQUATICS.

28. 55
SWIM,SPORTS&PLAY
Sports
YYOUTHSPORTSFILLKID’SDISCRETIONARYHOURSWITHPOSITIVEACTIVITIESANDCARINGADULT
SUPERVISION.
Basketball
FlagFootball
Soccer
Volleyball
Cheerleading
T-Ball
Children3-15yearsofageworkwithYMCAvolunteercoachesandYMCAsportsstaff.YMCAsportsprograms
promoteteam-work,sportsmanshipandan“everyoneplaysandeveryonewins”philosophy.Aminimumofone
practiceandonegameisplayedeveryweekduringthesportsseasonandparentsareencouragedtoparticipateas
well.
KeySellingPoints:
Availableforallages—3yearstoactiveolderadults.
Welcomealllevelsofplay—beginnertoadvanced.
Trainedandbackgroundcheckedcommunityvolunteerworkwithkidstocoachthemtosuccess.
56
SWIM, SPORTS & PLAY
Sports skill check
WHAT ARE THE BENEFITS OF YMCA YOUTH SPORTS?
HOW MANY CORE SPORTS PROGRAMS DOES THE YMCA OF CENTRAL FLORIDA OFFER KIDS AND FAMILIES?
*DEMONSTRATE HOW YOU WOULD INTRODUCE A KEY SELLING POINT OF YMCA YOUTH SPORTS TO A FAMILY MEM-
BER?

29. 57
SWIM,SPORTS&PLAY
Camp
IFYOULOOKCLOSE
ENOUGHATTHEY
CAMPINGPROGRAM,YOU
CANSEEACHILD’S
FUTURE.ATTHEY,WE
PROVIDEFUNCAMPING
ACTIVITIESANDTHEN
SOME.YCAMPKIDSARE
TAUGHTTHEKINDOF
VALUESTHATMAKETHEM
WHOTHEYWILLBECOME.
RESPECTFUL,RESPONSIBLE,
CARING,HONESTAND
FAITHFULCITIZENSOFTHE
WORLD.
58
SWIM, SPORTS & PLAY
Camp
YMCA CAMPING PROGRAMS
Summer Camp —children from 1st to 8th grade can experience Y summer camp. Traditional Y summer camp
programs are offered at 11 local YMCA Family Centers, 12 Orange County Elementary Schools and 13 Orange County
Middle Schools. All Y summer camp counselors are screened with FBI background and child abuse clearance and are
CPR and first aid certified as well as trained more than 40 hours to provide our campers with the most educational
and fun experience possible.
YMCA Family Center Locations:
 Blanchard Park
 Coca at BCC
 Dr. P. Phillips
 Golden Triangle
 J. Douglas Williams
 Lake Nona
 Marion County
 Oviedo
 South Lake
 Tangelo Park
 Titusville
Orange County Middle Schools:
 Avalon
 Bridgewater
 Chain of Lakes
 Conway
 Discovery
 Glenridge
 Gotha
 Legacy
 Liberty
 Maitland
 Southwest
 Union Park
 Walker
Orange County Elementary Schools:
 Lake Whitney
 Mickey’s Retreat
 Princeton
 Vista Lakes
 West Creek
 Lake Gem
 West Oaks
 Tangelo Park YMCA
 South Orlando YMCA
 Osceola County YMCA
 Blanchard Park YMCA
 J. Douglas Williams YMCA

30. 59
SWIM,SPORTS&PLAY
Camp
SpecialtyCamp—childrenfrom7-15yearsofagehavetheopportunitytolearn,growandthrivewhilelearning
specializedskillsatYcamptoo.Fromculinaryartstoculturaldancetosportsdevelopment,Yspecialtycampsare
leadbyexpertsinthefieldinasmallgroupenvironment.YMCAspecialtycampsareofferedat4localYMCAFamily
Centers:
Dr.P.Phillips
GoldenTriangle
LakeNona
J.DouglasWilliams
60
SWIM, SPORTS & PLAY
Camp
YMCA CAMP WEWA
For more than 50 years, YMCA Camp Wewa in Apopka, Florida, has seen kids learn, grow and thrive. The 55-acre
resident camp located just north of Orlando became a YMCA camp in 1950. It enjoys the rich history and tradition of
adventure programs, discovery and exploration that form the foundation of an incredible camp environment where
fun and growth go hand-in-hand.
Camp Wewa offers the following programs:
Overnight Camp—children 7-15 years of age who are looking for a little more adventure choose to stay at camp for
one or two weeks at a time. A camper week runs from Sunday through Friday with the option to participate in the
Adventure Camp weekend. Here are some quick camp facts:
 Staff to camper ratio is one to seven
 All inclusive experience (room, food and all activities)
 Activities include—swimming, fishing, ropes course, canoeing, water skiing, rifle and archery, dance, theatre,
cooking, sports and recreation, hiking, teambuilding, daily devotional and much more
Day Camp—for children 6-12 years of age; runs Monday-Friday, 9am-4pm. Wewa Day Camp offers the same activi-
ties as Overnight Camp.

31. 61
SWIM,SPORTS&PLAY
Camp
YMCACAMPWEWA
TeenLeadershipProgram—forteenagers15-16yearsofageteachleadershipandteamworkskillsandhowtobe
outstandingYMCAcounselors.
TeenChallengeCamp—childreningrades6th-9thenjoyaweekendlongadventurechallenge.
VolunteerStaffAide—teens17yearsofageandolderattendcampasvolunteersearningcommunityservicecredit.
School’sOutCamp—schoolbreakcampsincludeDayCamp,WinterBreakCampandSpringBreakCamp.
FamilyCamp—3greatadventuredaysdesignedspecificallyforfamilies.
62
SWIM, SPORTS & PLAY
Camp
KEY SELLING POINTS FOR YMCA SUMMER DAY CAMP:
 YMCA of Central Florida summer day camps are conveniently located in 36 YMCA and schools throughout the
area.
 Youth experience “unstructured” play time that they normally don’t have at home or school, thus learning how
to become independent, make smart choices, solve problems and work with others.
 At camp youth are loved and given guidance, and feel a part of a community, allowing them to feel comfortable
being themselves without judgment.
 Youth learn from other campers and counselors, and make new friends to share it all with.
KEY SELLING POINTS FOR YMCA CAMP WEWA:
 The experience of trying and learning new things, including adventurous outdoor activities, gives youth confi-
dence and helps them develop healthy life-long habits.
 Fewer kids are spending time outdoors. YMCA Camp Wewa gets them outdoors, leading them to develop an
awareness and appreciation for nature and others.
 YMCA Camp Wewa provides exciting and educational summer camp options that appeal to both parents and kids
including ropes course, canoeing and archery.

32. 63
SWIM,SPORTS&PLAY
Campskillcheck
DESCRIBE3BENEFITSOFYMCASUMMERDAYCAMP.
HOWMANYSUMMERDAYCAMPLOCATIONSAREAVAILABLETOOURMEMBERS?
GIVEABENEFITOFYMCACAMPWEWA.
NAME3ACTIVITIESOFFEREDATYMCACAMPWEWA.
*DEMONSTATEHOWYOUWOULDPROMOTEYMCACAMPTOAFAMILYMEMBER.
64
SWIM, SPORTS & PLAY
Education & Leadership
YMCA TEEN ACHIEVERS IS HERE TO ASSIST TEENS IN PREPARING, PURSUING AND ACHIEVING POST-SECONDARY
EDUCATION AND CAREER GOALS OF THEIR CHOICE.
The Goals of the ymca teen achievers Program Are:
 To help youth and teens raise their academic standards
 To expose students to diverse career options
 To provide youth and teens with role models whose success and knowledge will inspire them to reach their aca-
demic and personal goals
 To create channels for continuing community involvement by business and industry
 To recognize and promote academic excellence
Career Clusters Options:
 Leadership Cluster – 6th-7th graders only
 Performing Arts / Drama
 Engineering / Architecture
 Law / Law Enforcement / Military
 CTE: Career Technical Education
 Medical / Nutrition
 Culinary
 General Business / Entrepreneurship
 Communications / Marketing / Journalism
 Scholar Baller – Athletes Only
 Junior-Senior College Prep Sessions – 11th-12th graders
only

33. 65
SWIM,SPORTS&PLAY
Education&Leadership
TheCentralFloridaYMCAFamilyCentersattheWaltDisneyWorldResortbeganin2004byofferingtwo
early-childhooddevelopmentcentersforCastMembers’childrentolearn,growandthrive.BesidePrimaryCarefor
childrensixweeksoldthroughpre-schoolare,theFamilyCentersofferBack-upCarefortimeswhenregularchild-
carearrangementsareunavailableandSchoolsOutProgramsforschool-agechildrenages12yearoryounger.
CentralFloridaYMCAFamilyCentersattheWaltDisneyWorld®Resortwillprovideahigh-quality,safeandstimu-
latingchilddevelopmentenvironmentthat...
Allowsparentstobalanceworkandfamilyliveswiththesupportofhighquality,flexibleandaffordablechilddevelopment
services
Encourageschildrentoachievetheirhighestpotentialthroughhealthy,innovative,educationalandfunchilddevelopment
programming
FostersthevaluesofCaring,Honesty,RespectandResponsibilityamongstaffmembers,children,parents,andfamilies
Supportsfamilygrowthandlearningthroughthespiritual,physicalandmentaldevelopmentofallfamilymembersindivid-
uallyandtogether
Practicesdiversitybyencouragingchildrentolearnabouttheirownbackgroundsaswellasthebackgroundsofothers,al-
lowingchildrentoseethemselvesrepresentedinbooks,artwork,andtoys,continuallyexposingchildrentomaterialsand
ideasthateliminatestereotypes,andcelebratingthecreativitythatcomesfrommanypointsofview
Extendstherangeofplayandlearningexperiencesthroughanemphasisonoutdoorandnaturallearningenvironments
allowingforhealthydevelopmentinfreshairandsunlight
66
SWIM, SPORTS & PLAY
Education & Leadership
KEY SELLING POINTS FOR YMCA TEEN ACHIEVERS PROGRAM:
 The YMCA Teen Achievers Program partners professional adult mentors with youth to open the doors to post-
secondary academic and career pursuits.
KEY SELLING POINTS FOR DISNEY CHILD CARE CENTERS:
 It’s affordable and offers competitive tuition rates plus Family Center Scholarship for qualified Cast Members.
 It offers flexible scheduling options, including Back-up Care, provide Cast Members with child dare to support
their work schedules.
 It’s open 365 days a year from 6am to 11pm.

34. 67
SWIM,SPORTS&PLAY
Education&Leadershipskillcheck
DESCRIBE3BENEFITSOFCENTRALFLORIDAYMCAFAMILYCENTERSATWALTDISNEYWORLDRESORTS.
GIVEMEANEXAMPLEOFAYMCATEENACHIEVERCAREERCLUSTEROPTION?
GIVEABENEFITOFYMCATEENACHIEVERS.
*DEMONSTATEHOWYOUWOULDPROMOTEYMCATEENACHIEVERSTOAFAMILYMEMBER.
WHATAGESARESERVEDATYMCAFAMILYCENTERSATWALTDISNEYWORLDRESORTS?
68
For Healthy LivingFor Healthy Living
Being healthy means more than simply
being physically active. It’s about
maintaining a balanced spirit, mind and
body. The Y is a place where you can
work toward that balance by challenging
yourself to learn a new skill or hobby,
fostering connections with friends through
our lifelong learning programs, or
bringing your loved ones closer together
through our many family-centered
activities. At the Y, it’s not about the
activity you choose as much as it is about
the benefits of living healthier on the
inside as well as the outside.

35. 69
HEALTHWELL-BEING&FITNESS
Becauseweknowthathealthylifestylesareachievedthroughnurturingspirit,mind,andbody,well-beingand
fitnessattheYincludesmorethanjustworkingout.Inadditiontoourphysicalfitnessclassesandfacilities,we
provideeducationalprogramstopromotehealthierdecisions,andofferavarietyofprogramsthatsupportphysical,
intellectualandspiritualstrength.
Health,Well-Being&Fitness
PrivateSwimLessons
AdultSwimLessons
AdultFitness
CardioClasses
CombinationClasses
Spirit,MindandBodyClasses
YouthFitnessClasses
StrengthTrainingClasses
PersonalTraining
MassageTherapy
GroupPersonalTraining
DietaryServices
HealthEducation
NutritionEducation
WellnessSessions
GettingStartedProgram
WeightLossProgram
70
HEALTH WELL-BEING & FITNESS
SELLING POINTS FOR HEALTH WELL-BEING & FITNESS
 Wellness staff are experts in their field and receive over 40 hours of training and certifications annually.
 Group exercise staff are all certified.
 YMCA fitness staff have the capability to designed personalized wellness programs for all people.
 YMCA fitness staff are available throughout the day to serve our members—open to close.
 Group exercise programming offers a variety of classes to meet all needs.

36. 71
HEALTH,WELL-BEING&FITNESS
Wellnessskillcheck
DESCRIBE3BENEFITSOFFITNESS.
HOWMANYWELLNESSPROGRAMSANDACTIVITIESAREAVAILABLETOOURMEMBERS?
GIVEABENEFITOFYMCAGROUPEXERCISE.
*DEMONSTATEHOWYOUWOULDPROMOTEYMCAWELLNESSPROGRAMSTOANADULT.
72
HEALTH WELL-BEING & FITNESS
Sports & Recreation
We believe sports, fun and exploring new interests aren’t just for the young. Along with improving health, whenever
teamwork is involved, there’s the added benefit of being connected to others. That’s why you’ll find a range of
recreational activities at the Y. With something to offer everyone, there’s no such thing as being too old to get in the
game.
Sports & Recreation
 Adult Basketball
 Adult Flag Football
 Adult Soccer
 Adult Tennis
 Adult Softball
 Adult Martial Arts
 Swim Team
 Water Polo
 Diving
 Aquatic Camp
 Synchronized Swimming
 Aquatic Meets
 Handball
 Racquetball
 Volleyball
 T-ball
 Biking
 Running Clubs
 Triathlon Training

37. 73
HEALTHWELL-BEING&FITNESS
Sports
SELLINGPOINTSFORSPORTS
Availableforallages—3yearstoactiveolderadults.
Offersdiversitytothetraditionalworkout.
Welcomealllevelsofplay—beginnertoadvanced.
Trainedandbackgroundcheckedcommunityvolunteerworkwithkidstocoachthemtosuccess.
Certifiedofficialsatalladultgames.
74
HEALTH WELL-BEING & FITNESS
Sports & Recreation skill check
DESCRIBE 3 BENEFITS OF YMCA SPORTS.
NAME 3 SPORTS & RECREATIONAL ACTIVITIES OFFERED.
*DEMONSTATE HOW YOU WOULD PROMOTE YMCA SPORTS & REC TO A FAMILY MEMBER.

38. 75
ForSocialResponsibility ForSocialResponsibility
Weknowthatwhenweworkasone,
wemovepeopleandcommunities
forward.That'swhyweare
committedtoprovidingsupport
toourneighborsand
opportunitiesforkids,adults
andfamiliestogive,joininor
advocateinthenameof
strongercommunities.
76
VOLUNTEERISM & GIVING
Volunteerism & Giving Helps Everyone
The generosity of others is at the core of our existence. It is only through
the support of our hundreds of thousands of volunteers and public and
private donors that we are able to give back to the communities we
serve.
 Scholarship Fund & Annual Campaign
 Mentors for Teen Achievers
 Volunteers for Fundraising
Advocacy Starts Right Here
We are a powerful ally and advocate for our communities. Whether its
striving to wipe out obesity, and diabetes or helping others in need, our
strong relationships in 6 counties across Central Florida allows us to
better organize grassroots efforts and influence public policy around a
range of social issues including child welfare, education and public
health.
 Diabetes Prevention
 Community Prayer Breakfasts
 Family Centers at key locations: South Orlando, Wayne Densch, Tangelo Park, Osceola, Blanchard Park, Titusville, Cocoa,
Suntree, Teen Achievers
 Military Outreach Initiative

39. 77
VOLUNTEERISM&GIVING
Scholarship&Outreachskillcheck
DESCRIBE3WAYSTOGIVETOTHEY.
HOWMANYLEVELSOFGIVINGAREASSOCIATEDWITHTHESCHOLARSHIPFUND?
*DEMONSTATEHOWYOUWOULDPROMOTEYMCACAMPTOAFAMILYMEMBER.
NAMEALLOUROUTREACHYMCAS.
78