Transcript CH04-2006 FINAL Communications

Cosmetology:
Communicating
for Success
Milady’s
Standard
Cosmetology
©2007 Thomson Delmar Learning. All Rights Reserved
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COSMETOLOGY
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“The best job goes to the person who can
get it done without passing the buck or
coming back with excuses.”
Napolean Hill
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Objectives
• List Golden Rules of Human Relations.
• Explain importance of effective
communication.
• Conduct a successful client consultation.
• Handle delicate communication with
clients.
• Build open lines of communication with
coworkers and managers.
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Human Relations
A study of human problems arising from
organizational and interpersonal relations;
a program designed to develop better
interpersonal and inter-group adjustments.
(Webster’s)
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Human Relations Basics
• Personal security
• Social interaction required
• Handling difficult situations
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Handling the Ups and Downs
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Respond instead of react.
Believe in yourself.
Talk less; listen more.
Be attentive.
Take your temperature.
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Golden Rules of Human Relations
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Communicate from your heart.
Smile.
Be a friend.
Ask for help.
Care by listening.
Tell people they are great.
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Be right, not righteous.
Serve others and yourself.
Laugh often.
Be patient.
Be a team player.
Listen!
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Communication Basics
Communication: The art of transmitting
information in the form of symbols,
gestures, or behaviors, in order to
express an idea or concept so that it is
satisfactorily understood.
(Webster’s)
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Greeting New Clients
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Smile.
Introduce yourself.
Tour the salon.
Be yourself.
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Consulting with Clients
• Consultation determines desired results.
• Schedule sufficient time.
• Intake form.
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Preparing for the Consultation
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Photo Collections
Glamour Books
Magazine Clips
Portfolio
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The Consultation Area
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Clean
Comfortable
Uncluttered
Organized materials
Intake forms
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Ten-Step Method
• Review intake form.
• Assess current look.
• Determine
preferences.
• Analyze.
• Determine lifestyle.
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Show and tell.
Suggest.
Offer Additional services.
Review Upkeep.
Repeat.
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Concluding the Service
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Record results.
Note client’s reaction.
List what worked and what didn’t.
Indicate retail purchases.
Date and file card.
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Handling Tardy Clients
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Know salon’s policy.
Provide service if possible.
Identify habitually late clients.
Notify clients when you are late.
Apologize.
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Handling Scheduling Mix-ups
• Never argue about who is right.
• Be polite and courteous.
• Preserve relationship.
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Handling Unhappy Clients
• Determine problem.
• Change result if
possible.
• Explain why it can’t be
fixed.
• Never argue with the
client.
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• Call on a supervisor or peer.
• Defer to the manager.
• Confer with the manager afterward.
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Communicating with Coworkers
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Be respectful.
Remain objective.
Be honest, but sensitive.
Remain neutral.
Seek help.
Don’t take things personally.
Keep private life private.
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Communicating with Managers
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Be a problem-solver.
Get the facts straight.
Be open and honest.
Don’t gossip or complain.
Check your attitude.
Be open to constructive criticism.
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Employee Evaluation Tips
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Approach positively.
Conduct self-evaluation.
Share self-evaluation with manager.
Write down questions.
Ask about promotions or pay increases.
Thank manager.
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Summary and Review
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List the Golden Rules of Human Relations.
Define communication.
How do you prepare for a consultation?
What is the total look concept?
List 10 elements of a successful
consultation.
• Name types of information for client card.
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How do you handle tardy clients?
How do you handle a scheduling mix-up?
How do you handle unhappy clients?
List five things to remember in coworker
communications.
• List four guidelines for communicating
with salon managers.
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Congratulations!
You’ve just completed one unit of study
toward program completion.