Communicating For Success Chapter 4
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Questions and Answers

List three things that effective communication skills will help.

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

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

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

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

False

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

<p>understand people</p> Signup and view all the answers

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

<p>Yourself</p> Signup and view all the answers

What are good relationships built on?

<p>Respect</p> Signup and view all the answers

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

<ol> <li>Respond instead of reacting, 2. Believe in yourself, 3. Talk less, listen more, 4. Be attentive, 5. Take your own temperature</li> </ol> Signup and view all the answers

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

<p>False</p> Signup and view all the answers

List the golden rules of effective human relations.

<p>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 kindness 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.</p> Signup and view all the answers

Define effective communication.

<p>The act of successfully sharing information between two people (or groups of people) so that the information is successfully understood.</p> Signup and view all the answers

Besides communicating with words, how else do people communicate?

<p>Words, voice inflections, facial expression, body language, or visual tools.</p> Signup and view all the answers

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

<p>The first time you meet a client.</p> Signup and view all the answers

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

<p>Be polite, genuinely friendly, and inviting in every way you communicate with the client.</p> Signup and view all the answers

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

<ol> <li>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.</li> </ol> Signup and view all the answers

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

<p>Client questionnaire or consultation card</p> Signup and view all the answers

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

<p>Release statement</p> Signup and view all the answers

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

<p>15 minutes</p> Signup and view all the answers

What is the purpose of the client consultation?

<p>It is the verbal communication with a client that determines the client's needs and how to achieve the desired results.</p> Signup and view all the answers

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

<p>True</p> Signup and view all the answers

How often should a client consultation be performed?

<p>Before every service</p> Signup and view all the answers

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

<p>repeat business</p> Signup and view all the answers

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

<p>Be well prepared to make the most of the dialogue.</p> Signup and view all the answers

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

<p>Styling books, hair swatches and portfolio</p> Signup and view all the answers

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?

<p>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 color is either right or wrong for her hair color, skin type, desired maintenance, budget, or lifestyle.</p> Signup and view all the answers

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

<p>Comfortable</p> Signup and view all the answers

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

<p>To make notes and discuss during the consultation process. After the service, record any formulations or products that you used. Include specific techniques or goals you are working toward.</p> Signup and view all the answers

Which of the following is an example of a client's styling parameter?

<p>All of these answers are correct.</p> Signup and view all the answers

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

<p>Reflective Listening</p> Signup and view all the answers

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

<p>It will complete the look or improve it in some way.</p> Signup and view all the answers

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

<ol> <li>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.</li> </ol> Signup and view all the answers

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

<p>agreed</p> Signup and view all the answers

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

<p>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.</p> Signup and view all the answers

Explain why tardy clients create a problem.

<p>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.</p> Signup and view all the answers

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

<p>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 your client know why you are taking her even though she is late. If they are a late client, always schedule extra time. If you are running late, call all clients and let them know.</p> Signup and view all the answers

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

<p>Always remember to be polite and never argue with who is correct.</p> Signup and view all the answers

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

<p>detached</p> Signup and view all the answers

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

<p>False</p> Signup and view all the answers

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

<p>False</p> Signup and view all the answers

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

<p>Ask clients up front what they would like you to call them</p> Signup and view all the answers

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.

<p>False</p> Signup and view all the answers

It is unwise to become a client's counselor, career guide, parental sounding board, or motivational coach.

<p>True</p> Signup and view all the answers

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

<p>Professional manner</p> Signup and view all the answers

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 _____.

<p>boundaries; work</p> Signup and view all the answers

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

<p>*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.</p> Signup and view all the answers

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

<p>Gossiping never resolves a problem; it only makes it worse.</p> Signup and view all the answers

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

<p>stylist</p> Signup and view all the answers

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.

<p>False</p> Signup and view all the answers

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

<p>*Be a problem solver, *Get your facts straight, *Be open and honest, *Do not gossip or complain about colleagues, *Check your attitude, *Be open to constructive criticism.</p> Signup and view all the answers

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

<p>True</p> Signup and view all the answers

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

<p>Yes, you can begin to review and rate yourself in the weeks and months ahead, so you can assess your progress and performance.</p> Signup and view all the answers

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

<p>Because they are too nervous, intimidated, or unprepared to discuss the issues.</p> Signup and view all the answers

At the end of the meeting, you should _____.

<p>thank your manager for taking the time to do the evaluation and for the feedback and guidance they gave you.</p> Signup and view all the answers

Study Notes

Effective Communication Skills

  • Enhance client relationships, facilitate professional growth, and minimize misunderstandings in the workplace.

Trust, Clarity, and Loyalty

  • These qualities enable clear expression of thoughts and ideas among clients, colleagues, and supervisors.

Client Understanding

  • Getting to know clients does not guarantee instant understanding of their needs, highlighting the importance of continuous communication.

Importance of Understanding People

  • Essential for success in cosmetology, effective customer service hinges on understanding clients.

Self-Understanding

  • A solid grasp of oneself leads to improved relationships with others.

Foundation of Good Relationships

  • Built on mutual respect, forming the basis for healthy interactions.

Handling Human Relations

  • Effective strategies include:
    • Responding rather than reacting
    • Believing in oneself
    • Listening actively
    • Being attentive
    • Self-regulation of emotions

Contribution to Relationships

  • Relationship quality depends on your willingness to give, not just the other party’s contributions.

Golden Rules of Human Relations

  • Communicate from depth; offer smiles over frowns; nurture friendships; seek assistance before reacting; show kindness; balance service to others with self-care; embrace laughter and patience for others’ shortcomings.

Definition of Effective Communication

  • Successful sharing of information ensuring mutual understanding.

Non-Verbal Communication

  • Involves voice tone, facial expressions, body language, and visual aids, in addition to spoken words.

Client Consultation Importance

  • The initial consultation sets the tone for client relationships and precedes every service.

First Meeting with Clients

  • Approach new clients with politeness, friendliness, and inviting communication.

Building Trust and Loyalty

  • Engage clients with a smile, introduce yourself, familiarize them with the salon environment and staff, and maintain authenticity.

Client Intake Process

  • Completed by new clients typically 15 minutes before their appointment, aimed at gathering relevant information.

Purpose of Client Consultations

  • Verbal interaction to identify client needs and desired outcomes.

Consistency in Consultations

  • Must be conducted prior to each service for effective client engagement.

Repeat Business

  • Satisfied clients lead to recurring patronage, contributing to business success.

Maximizing Consultation Time

  • Adequate preparation enhances the quality of discussions during consultations.

Tools for Client Consultation

  • Utilizing styling books, hair swatches, and portfolio samples aids in effective communication.
  • Handle requests diplomatically by providing guidance that aligns with the client's hair type, maintenance abilities, and lifestyle.

Client Comfort

  • Ensure clients feel at ease during consultations for better outcomes.

Value of the Intake Form

  • Serves as a reference point for discussions and post-service notes.

Client Styling Parameters

  • Consider hair type, ability, and face shape when recommending styles.

Reflective Listening

  • Actively listen to clients and paraphrase their needs to ensure understanding.

Retail Recommendations Strategy

  • Use a three-step plan: State the recommendation, explain its relevance, and describe usage guidelines.

Client Agreement

  • Begin services only after securing client approval on proposed plans.

Post-Service Documentation

  • Record all relevant details of the service on the consultation card for future reference.

Challenges of Tardy Clients

  • Late arrivals can disrupt scheduling, leading to a cascade of delays throughout the day.

Managing Tardy Clients

  • Emphasize salon policies, communicate reasons for scheduling limitations, and allow for adjustments as needed.

Resolving Scheduling Mix-Ups

  • Stay courteous and neutral to address errors in scheduling without escalating tensions.

Emotional Detachment in Conflicts

  • Maintain a cool demeanor during scheduling discrepancies to prevent further issues.

Unhappy Clients

  • Mastering hairstyling skills alone does not eliminate the possibility of client dissatisfaction.

Client Demographics

  • Successful stylists engage with a diverse range of clients beyond their immediate age and style preferences.

Addressing New Clients

  • Use client preferences for addressing names, maintaining respect while fostering comfort.

Professionalism with Young Clients

  • All clients, regardless of age, deserve adherence to professional etiquette.

Boundaries in Salon Relationships

  • Know the importance of professional boundaries while working closely with colleagues.

Interaction Guidelines with Staff

  • Approach colleagues with respect, objectivity, honesty, and avoid gossip, ensuring professionalism in communications.

Dangers of Gossip

  • Gossip exacerbates problems rather than resolution, harming both the gossiper and the subject.

Understanding the Manager's Role

  • A manager should also serve as a stylist, bridging operational and service standards.

Discussing Salon Rules

  • Maintain professionalism and avoid discussing personal grievances with clients.

Constructive Communication with Managers

  • Approach discussions with a solution-oriented mindset, maintain transparency, and accept constructive criticism.

Evaluation Meetings

  • Prepare for evaluations as opportunities for discussion rather than solely performance reviews.

Self-Evaluation

  • Regular self-assessment in anticipation of evaluations aids in recognizing progress and areas for improvement.

Fear of Evaluations

  • Many professionals hesitate to view evaluations as important communication opportunities due to fear or lack of preparation.

Appreciation Post-Meeting

  • Always thank managers for their time and feedback after evaluation discussions.

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Test your knowledge on effective communication skills covered in Chapter 4. This quiz includes key concepts that enhance client relationships, professional growth, and workplace understanding. Ideal for cosmetologists and other professionals looking to improve their communication abilities.

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