CH. 3: Communicating for Success (Foundations)

Which best describes an assertive personality?

A proactive personality that seeks to solve, rather than inflame, situations, ans show self-confidence.

What is a primary ingredient for success in any career?

Ability to express your ideas in a professional manner.

Why should you be attentive with all clients to learn what they want?

All clients are different.

When does the "repeat" step occur in the consultation process?

At the end.

When does the "review" step occur in the consultation process?

At the end.

What should you remember when someone seems insensitive?

At this particular time, the person is feeling insecure.

_________________________________ are an excellent way to demonstrate the results of a product or treatment.

Before and after photos

When should a client fill out an intake form?

Before receiving services

How can you ensure continued patronage from your clients?

By perfecting professional communication.

What is an example of sensitivity?

Choosing your words carefully.

Service record card:

Client's permanent progress report of services received, results, formulations, and products purchased/used.

Client consultation:

Communication with a client that determines when the client's needs are and how to achieve the desired results.

What is a goal of the "assess" consultation step?

Determine your client's objectives.

What is a goal of the "preference" consultation step?

Discuss products the client uses.

Why should you offer a compliment if you see that a co-worker has done something well?

Everyone benefits for a well-deserved compliment.

What is constructive criticism?

Guidance offered by supervisors to improve your job performance.

What is our emotional state when we feel secure?

Happy, calm, and confident.

What is proven by the fact that human beings desire to interact with other people when they feel secure?

Human beings are social animals.

What is also known as a client questionnaire?

Intake form

______________________ yourself helps to establish a relationship with the client.

Introducing

Which is true regarding a self-evaluation?

It can be completed and shared with the manager during the formal evaluation.

Why is customer service important in esthetics?

It is central to success.

What is true of listening?

It is the best relationship builder.

Why is the "repeat" step the most critical of the consultation process?

It ultimately determines the service(s) you will perform.

Reflective listening:

Listening to the client and reporting, in your own words, what you think the client is telling you.

What is an attitude adjustment?

Modification when emotions are interfering with work.

When should you argue with a client?

Never

What is body language?

Nonverbal communication such as crossing your arms or frowning.

What should you avoid doing when confronted with bad behavior?

Overreacting

What else can one do to ensure that her evaluation with her manager is productive?

Prepare a self-evaluation beforehand and write down notes about things she wants to address with her manager.

According to the golden rules of human relationships, what does every action bring?

Reaction

What is reflective listening?

Repeating, in your own words, what you think the client has said.

What is a good description of a client who should be scheduled at the end of the day?

Someone who is habitually late.

What is based on trust?

Strong professional relationships

Effective communication:

The act of sharing information between two people so that the information is successfully understood.

What must you master in order to thrive in the field of aesthetics?

The art of communication.

Why should client consultations be performed with as much privacy as possible?

To avoid breaches of confidentiality.

What are you able to do when you believe in yourself?

Trust your judgement and uphold your own values.

Client intake form:

Used in beauty and wellness services as a questionnaire that discloses the client's contact information, products used, needs, preferences, and lifestyle.

When should a client be asked to reschedule his or her appointment?

When he or she arrives more than 15 minutes late.

When should you make amends?

When you are wrong.

When should you ask for help, according to the golden rules of human relations?

When you feel overwhelmed.

Pointing a finger at someone:

a warning or accusation

Filing notes in a proper place should be done ______________________.

after service

Note all retail products used _________________________.

after service

Record anything that should be done differently at the next service ___________________________.

after service

Record results on a service record card _________________________.

after service

There should be an intake form for ______________________.

all clients

During which step of the 10-step consultation process do you check the condition of the client's hair, fingernails, skin, etc.?

analyzing the client's characteristics

A self-evaluation demonstrates that you ________________________.

are serious about your improvement and growth

If your manager does not mention the employee evaluation during your first few days or work, ______________________.

ask about the criteria upon which you'll be evaluated

When you meet an older client for the first time, you should __________________________.

ask how the client wishes to be addressed

Crossing arms across chest:

authority or anger

The intake form is to be filled out _____________________ the service.

before

Which is the best way to demonstrate the results of a product or treatment?

before and after photos

A practical step for effectively communicating in the workplace is to ___________________________.

believe in yourself

Twiddling thumbs:

boredom or nervousness

What is an appropriate action in the event of unethical behavior on the part of the manager, such as sexual harassment or misappropriating funds?

challenge the manager's authority

If a client is revealing increasingly personal details, one recommended strategy is that you ___________________ or find a reason to excuse yourself, and when you return, start a new conversation topic or suggest a mini relaxation service.

change the subject

A ______________________ is the verbal communication with a client to determine desired results from the service you will be performing.

client consultation

The intake for is used in the ________________________________.

client consultation

What should happen before beginning any part of the service?

client consultation

An intake form is also known as a:

client questionnaire

What is the act of successfully sharing information between people?

communication

What do you exercise when you ensure that client information is kept private?

confidentiality

Good communication skills reduce potential workplace ____________________.

conflict

What is considered a legal document?

consent form

A __________________ should be performed, to some degree, as part of every single service and client visit.

consultation

As a beauty professional, do not attempt to fulfill the role of ____________________________, career guide, parental sounding board, or motivational coach for any of your clients.

counselor

If a client requests a specific look that they have seen on a celebrity but that cannot be realistically achieved, you should _______________________.

create a plan, offer alternative looks, and set future goals

What is a goal of the "maintenance" consultation step?

discuss home care

What is the goal of the "maintenance" consultation step?

discussing home care

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

effective

What is an example of a positive nonverbal cue?

good eye contact

You may want to schedule clients who are _____________________ late for the last appointment of the day or ask them to arrive earlier than their actual appointment time.

habitually

Drumming or tapping fingers:

impatience or annoyance

The _____________________ can be used from the moment a new client calls to make an appointment.

intake form

Effective human relations and communication skills build ________________________________, accelerate professional growth, and promote a positive work environment.

lasting client relationships

In handling a client who is dissatisfied with a service, the ultimate goal is to ___________________.

make the client happy and willing to return for future services

What type of a cue are hand gestures that are used to scold or embarrass?

negative nonverbal

Occasionally, there may be arguments or disagreements between colleagues in a work environment. The best way to handle a situation like that is to avoid taking sides and remaining _____________________.

neutral

What do you exercise by not "picking a side" in a conflict?

neutrality

When interacting and communicating with coworkers, make every effort to remain __________________ and resist being pulled into spats and cliques.

objective

Making a circle with the thumb and forefinger:

okay

What type of cue is a smile?

positive nonverbal

Listening to the client and then repeating, in your own words, what you think the client is telling you is called ___________________ listening.

reflective

What does everyone in the salon deserve from you?

respect

As you interact and communication with coworkers, you should be honest and ______________________.

sensitive

The client intake form _____________________ contain all notes.

should not

The sixth step of the 10-step consultation method is _________________________.

show and tell

At the end of the meeting, thank you manager for ______________________.

the feedback and guidance

The ability to understand people is ___________________________________ to operating effectively in many industries?

the key

When communicating with your manager about an issue or problem, it is recommended that you _______________________ beforehand.

think of possible solutions

Make a fist:

threatening

Many beauty professionals never take advantage of their employee evaluation as an opportunity to discuss their future advancement because they are ____________________.

too nervous, intimidated, or unprepared

To earn a client's ______________________ and loyalty, be consistent by always having a positive attitude.

trust

What do you earn when you approach a new client with a smile?

trust and loyalty

What can you do when you begin with a firm understanding of yourself?

understand others

You can communicate through words, voice inflections, facial expressions, body language, and ______________________.

visual tools

Which is not a criteria that you need to consider when recommending styles to the client?

your preferences