CHAPTER 4 Communicating For Success

What things should you strive for when dealing with your manager?

* Be a problem solver *Get your facts straight *Be open and honest *Do not gossip or complain about colleagues *Check your attitude *Be open o constructive criticism

List the golden rules of effective human relations.

*Communicate from your heart; problem-solve from your head. *A smile is worth a million times more than a sneer. *It is easy to make an enemy; it is harder to keep a friend. *See what happens when you ask for help instead of just reacting. *Show people even if they are challenging or unpleasant. *Compliment people even if they are challenging or unpleasant. *For every service you do for others, do not forget to do something for yourself. *Laugh often *show patience with other people's flaws. *

List ways in which tardy clients can be handled so that you do not lose their business or ruin your day's schedule.

*Know and abide by the salon's appointment policy. There is a limited time if they are not there then reschedule. *If they do show up late and you do have the time let you client know why you are taking her even though she is late. *if they are a late client always schedule extra time. *If myself is running late call all clients and let them know.

What guidelines should you keep in mind as you interact and communicate with fellow staffers?

*Treat everyone with respect *Remain Objective *Be honest and sensitive *Remain neutral *Avoid Gossip *Seek help from someone you respect *Do not take things personally *Keep your private life private

T or F. It is unwise to become a client's counselor, career guide, parental sounding board, or motivational coach.

.True

Explain the steps you need to take to earn new clients trust and loyalty.

1. Always approach the client with a smile on your face. 2. Always introduce yourself. 3. Set aside a few minutes to take new clients on a quick tour of the salon. 4. introduce clients to people they may have interactions with while in the salon, including potential providers for other services. 5. Be yourself.

List three things that effective communication skills will help.

1. Lasting Client Relationships 2. Accelerate Professional Growth 3. Help Prevent Misunderstandings in the workplace.

Explain the three-step plan for making retailing recommendations to a client.

1. Once you have chosen a product for the client, explain "This is WHAT i recommend...." 2. Next, explain WHY you recommend it for her hair type, to solve some problem or challenge she is having. 3. Finally, describe HOW she should use the product at home.

List five ways to handle the ups and downs of human relations and explain what each one means to you.

1. Respond instead of reacting 2. Believe in yourself 3. Talk less, listen more 4. Be attentive 5. Take your own temperature

A new client should arrive approximately _____ ahead of her or his appointment to complete the consulation card.

15 minutes

What should you do when a scheduling mix-up occurs?

Always remember to be polite and never argue with who is correct.

How should you act the first time you meet a client?

Be polite, genuinely friendly, and inviting in every way you communicate with the client.

How can you ensure your time is well spent during the client consultation?

Be well prepared to make the most of the dialogue.

Why do many professionals never see the evaluation meeting as a crucial communication opportunity to discuss future advancement with their managers?

Because they are too nervous, intimidated, or unprepared to discuss the issues.

How often should a client consultation be performed?

Before every service

An intake form that is completed by every new client prior to service may also be called a ______ or a ________.

Client questionnaire or consultation card

One key to a successful client consultation is making sure the client is _____ during the process.

Comfortable

Which of the following is an example of a client's styling parameter? a. Hair Type b. Ability c. Face Shape d. All of these answers are correct.

D.

T or F. Once you get to know your clients really well, you will always be able to understand what they want.

False

T or F. Once you master all your hairstyling skills, you will never have an unhappy client.

False

T or F. To become a successful stylist, you should only work with clients who share your own age, style, and social background.

False

T or F. You disagree with a few of the rules in the salon where you work; it is OK for you to confide that to your clients.

False

T or F. You do not need to follow the basic rules of professionalism when working with younger clients because most of them do not understand proper etiquette.

False.

T or F. The deciding factor in whether a relationship is going to be rewarding or demoralizing is how much the other party is willing to give.

False; it's yourself willing to give.

Describe why you think participating in gossip can be as damaging to you as it is to the person about whom you are gossiping.

Gossiping never resolves a problem; it only makes it worse.

What is the purpose of the client consultation?

It is the verbal communication with a client that determines the client's needs and how to achieve the desired results.

Why do you think it is important to offer a client at least two additional services to complete or improve a style?

It will complete the look or improve it in some way.

Behaving in a _______ is the fist step in making meaningful, in-salon communication possible.

Professional manner

Listening to a client and then repeating what you think a client is telling you, using your own words, is called __________.

Reflective Listening

In some cosmetology schools, the consultation card may be accompanied by a ________. What is its purpose?

Release statement, in which the client acknowledges that the service is being provided by a student who is under instruction.

What are good relationships built on?

Respect

What tools should you prepare for use in the client consultation?

Styling books, hair swatches and portfolio

What is one of the most important communication encounters you will have with a client?

The first time you meet a client.

Why is the intake form a valuable source of information about a client?

To make notes and discuss during consultation process. After the service, record any formulations or products that you used. Include specific techniques or goals you are working toward.

T or F. It is acceptable for you to ask to see the criteria on which you will be evaluated.

True.

T or F. The client consultation is the single most important part of any service.

True.

Besides communicating with words, how else do people communicate?

Words, voice inflections, facial expression, body language, or visual tools.

Should you rate yourself in the weeks and months ahead of your evaluation? Why?

Yes, you can begin to review and rate yourself in the weeks and months ahead, so you can assess your progress and performance.

The best way to understand others is to begin with a firm understanding of _______.

Yourself

At the end of a client needs assessment, you should not begin the service until the client has _____ with your plan for proceeding.

agreed

In the salon community, working closely for long hours with your coworkers, it is important to maintain ______ and remember that the salon is ultimately the place where you _____.

boundaries; work

What is the best way to decide how to address new clients? a. Always use their first name b. Use the honorific such as "Mrs. Brown" until clients tell you otherwise. c. Ask clients up front what they would like you to call them

c.

A key to resolving a scheduling mix-up is to stay _____ and not make the situation personal.

detached.

At the conclusion of the service, what information should you record on the consultation card?

note anything you did that you might want to do again, as well as anything that does not bear repeating. also, make note of the final results and any retail products that the client purchased. date them

Explain why tardy clients create a problem?

one tardy client can set back your calendar and make you late for every other service that day. Causing pressure to make up that time throughout the day.

A happy client means ______ for both you and the salon.

repeat business

It helps to remember that a manager is also a __________.

stylist

An older client requests a hairstyle that is currently popular among teenagers, and you suspect it will not suit the client. What should you do?

take the client through the process step-by-step, diplomatically explaining why a specific cut has to be adjusted for her hair type, or why a certain colour is either right or wrong for her hair colour, skin type, desired maintenance, budget, or lifestyle.

At the end of the meeting, you should _____.

thank your manager for taking the time to do the evaluation and for the feedback and guidance they gave you.

Define Effective Communication?

the act of successfully sharing information between two people (or groups of people) so that the information is successfully understood.

The key to operating effectively in many professions is to _________. Why is it especially true for cosmetologists?

understand people, because customer service is central to success.

Give some examples of the ways in which trust, clarity, and loyalty will help cosmetologists build strong relationships with coworkers and clients.

will be able to verbalize your thoughts and ideas with clients, colleagues, and supervisors.