Chapter 4 - Communicating for Success

List five practical steps for effectively communicating in the workplace and explain what each one means to you

1) Respond Instead of Reacting do not have a revenge mentality, instead do what is in you and your clients best interest so that you can stay on track for success 2) Believe in Yourself always stick up for what you believe is right and never let what others think cloud your judgement 3) Talk Less, Listen More always pay attention to what the client has to say and keep your beliefs and opinions to yourself unless they will positively impact the service of the client and benefit the way their service comes out 4) Be Attentive always pay attention the clients wants (and also their demeanor) and if you have to, ask for help from your manager 5) Take Your Temperature if you have some personal issues, or workplace issues, that are affecting you behavior/attitude and clouding your judgement, take a break assess the problem and return to work when you feel you are ready to work with the client while having a positive attitude

List the 10 Step Consultation Method and what you should do during each step.

1) Review the Intake Form read carefully, refer to often, make notes, record info formulations or products, include any goals or techniques 2) Perform a Needs Assessment discover clients wants/needs, assess current style, ask self questions 3) Determine and Rate the Client's Preferences discover what will best help the client, ask questions, determine preferences 4) Analyze the Client's Hair assess clients hair, check for strong growth pattern, ask client products he/she uses 5) Review the Client's Lifestyle ask questions about what work environment and hobbies that would affect the upkeep or anything else about the service that is wanted 6) Show and Tell encourage client to pick out styles they like, monitor choices, create a plan, if the style is not possible make other recommendations, use specific terms, reinforce your words, reflective listening 7) Make Recommendations narrow selections based on lifestyle, hair type, face shape, tactfully discuss, address hair treatment, suggest additional services 8) Recommend Color find out how long client's color was applied, if they have even had color before, ask questions about color, use terms the client will understand 9) Discuss Upkeep and Maintenance council every client, educate on how to care for their hair, tell them about products that will help them and how to use them, give them an opportunity to choose home care products at the end of the service 10) Review the Consultation reiterate everything, use visual tools, make note of the final results

What items should you have on hand for use in the client consultation?

1) a variety of styling books and/or digital images 2) variety of style options (lengths, styles, colors) 3) portfolio of your work 4) a swatch book/ring of haircolor options

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

1) be consistent by always having a positive attitude 2) introduce clients to people they may have interactions with while in the salon

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

1) choose a product and explain what it is 2) explain why you recommend it while referring back to any concerns the client has expressed 3) describe how the product(s) should be used

List seven reasons why it is important for cosmetologists to study and have a thorough understanding of communicating for success.

1) communicating effectively is the basis of all long-lasting relationships with clients and coworkers 2) the communication process will help stylists perfect the consultation process with clients 3) effective communication fosters a positive team environment 4) good communication skills reduce potential workplace conflict 5) learning how to communicate effectively can help stylists improve retail and service sales 6) practicing professional communication ensures that clients will enjoy their experience, and encourages continued patronage 7) effectively expressing ideas is a necessary skill for career advancement

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

1) know and abide by the salon's appointment policy 2) if a client arrives late and you have time to take the appointment without jeopardizing other appointments, advise them of the late policy and continue their service 3) schedule clients who are habitually late for the last appointment or to come earlier than their actual time 4) if you are running late, have your receptionist call and let the client know and give them an opportunity to reschedule

List three things that effective human relations and communication skills will help.

1) lasting client relationships 2) accelerate professional growth 3) help prevent misunderstandings in the workplace

List the golden rules to build a successful beauty industry career

1) project a professional demeanor at all times 2) a smile can be your best asset - wear one everyday 3) be aware of your body language 4) always remember that listening is the best relationship builder 5) speak clearly and loudly enough for people to hear 6) use correct english

A new client should arrive approximately ____________ ahead of his or her appointment to complete the client intake form

15 min

Most of a stylists ___________ will depend on his or her ability to communicate successfully with a wide range of people.

achievements

What is one strategy for dealing with an aggressive client?

agree with him or her

What is the best way to decide how to address new clients?

ask clients up front what they would like you to call them

What should you do when a scheduling mix up occurs?

be polite and never argue about who is correct

How can you make the most of the client consultation dialogue?

be well prepared

Every new client should fill out a client intake form, also called a ________________, or health history form.

client questionaire, consultation card

A client requests a hairstyle that they have seen on a friend or celebrity that will not suit the client. What should you do?

create a plan, offer alternative options, and set future styling goals

Even though a scheduling mix-up may have the client fuming, you need to stay ___________________ and move the conversation squarely into resolving the confusion.

detached

How often should a client consultation be performed?

every visit

True or False: one guideline for building trust in a dissatisfied client is to try to find out why the client is unhappy by asking for generalities

false

True or False: to become a successful stylist, you should only work with clients who share your own age, style, and social background.

false

What are appropriate ways of dealing with unhappy clients?

find out why the client is unhappy, and if the problem cannot be fixed honestly and tactfully explain why

One key to a successful client consultation is making sure the consultation area is ______________ and uncluttered.

freshly cleaned

What is an example of a client's styling parameter?

hair type

Why should you avoid using slang expressions when speaking with clients?

it can be considered disrespectful and also can be confusing because the slang can have different meanings across different cultures

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

it lets the technician know everything they need to know including contact info, products used in home or at the salon, needs, preferences, lifestyle, medications, medical issues, allergies or sensitivities, etc. so they can get a better understanding of the clients background and give them the best possible outcome for their service

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

note anything you did that you would like to do again, things you would do differently, note final results and any retail products the client purchases.

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

people customer service is the cornerstone of success

Before making a recommendation to a client about a particular look or style, wait for the client to give you _________________ to do so.

permission

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

polite, genuinely friendly, and inviting

Communicate professionally by using the __________ and thoroughly explaining the features and benefits of the products and services provided

proper terminology

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

reflective listening

In some cosmetology schools the consultation card may be accompanied by a ________________. Whats its purpose?

release statement to protect the school and student from legal action

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

repeat business

The clients permanent progress record of services received including allergies or sensitivities, formulations, and products they used during the service or purchased for home use is called the _________________

service record card

Define effective communication

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

Explain why tardy clients create a problem.

they can greatly affect the flow of the salon because they depend on appointments and scheduling so one tardy client can throw off the appointment calendar which throws off the balance of the salon

What is the purpose of the client consultation?

to determine the clients needs and how to achieve the desired results

True or False: it is unwise to become a clients counselor, career guide, parental sounding board, or motivational coach.

true

True or False: the client consultation is one of the most important parts of any service

true

True or False: without both older and younger clients, and ones from different social groups, you will not be able to build a solid client base for future business.

true

Besides communicating with words, how else do people communicate?

voice inflections, facial expressions, body language, visual tools