Milady Chapter 4 Flashcards
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Questions and Answers

Which of the following are the three things that effective communication skills will help?

  • Verbalizing thoughts and ideas with clients (correct)
  • Controlling communication and expressing ideas professionally (correct)
  • Ignoring clients' needs
  • Communicating effectively with a purpose (correct)

    • You think you understand what people want, but you cannot always satisfy their __/.

    needs/wishes

    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 _________ ________.

    <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>Mutual respect</p> Signup and view all the answers

    What emotions do you feel when you are secure?

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

    How can you help people feel secure?

    <p>By providing clarity</p> Signup and view all the answers

    5 ways to handle ups and downs of human relations: 1. respond instead of _______.

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

    _______ in yourself.

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

    _______ less, _______ more.

    <p>Talk, listen</p> Signup and view all the answers

    Be ________.

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

    Take your own _______.

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

    What is a strategy for dealing with an aggressive client?

    <p>Turn the other cheek</p> 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>True</p> Signup and view all the answers

    List the 11 golden rules of effective human relations.

    <ol> <li>Communicate from your heart. 2. A smile is worth a million times more than a sneer. 3. It is easy to make an enemy and harder to make a friend. 4. See what happens when you ask for help. 5. Show people you really care by listening. 6. Compliment people, even when they are challenging and unpleasant. 7. For every service you do for others, do not forget to do something for yourself. 8. Laugh often. 9. Show patience with other people's flaws. 10. Build shared goals - be a team player. 11. Always remember: listening is the best relationship builder.</li> </ol> Signup and view all the answers

    What is effective communication?

    <p>The act of 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>All of the above</p> Signup and view all the answers

    What is one of the more 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>Polite, friendly, inviting.</p> Signup and view all the answers

    5 steps to earn trust and loyalty: 1. Approach client with a ______.

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

    An intake form completed by every new client is also called what?

    <p>Questionnaire or consultation card.</p> Signup and view all the answers

    In some cosmetology schools, the consultation card may be accompanied by a _____________ statement.

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

    How long before a new client should arrive to fill out consultation cards?

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

    What is the purpose of a client consultation?

    <p>To determine clients' needs.</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>Every visit.</p> Signup and view all the answers

    A happy client means __________ for 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>Make the most of dialogue and facilitate this with certain tools/visuals.</p> Signup and view all the answers

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

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

    What should you do if an older client requests a hairstyle that is currently popular among teens?

    <p>Take the client through step-by-step, diplomatically explaining what adjustments must be made.</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

    What is the 10-step consultation method?

    <ol> <li>Review 2. Assess 3. Preference 4. Analyze 5. Lifestyle 6. Show and tell 7. Suggest options 8. Color recommendations 9. Upkeep and maintenance 10. Review the consultation.</li> </ol> Signup and view all the answers

    Before making a recommendation to a client about a particular look or style, you must obtain the client's ________ to do so.

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

    Examples of a client's styling parameters?

    <p>Lifestyle, hair type, face shape.</p> Signup and view all the answers

    What is reflective listening?

    <p>Listening to a client and repeating what you think the client is telling you using your own words.</p> Signup and view all the answers

    Why is it important to offer at least 2 additional services to complete or improve a style?

    <p>To help complete or improve the look.</p> Signup and view all the answers

    What are the three steps for retail recommendations?

    <ol> <li>What 2. Why 3. How.</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 _______ with your plan for proceeding.

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

    What information should you record on the consultation card?

    <p>Final results, any retail client purchased, anything you might want to repeat or might not want to repeat.</p> Signup and view all the answers

    Why are tardy clients a problem?

    <p>They make you late for every other service that day, which can lead to feeling hurried and irritable.</p> Signup and view all the answers

    List ways to handle tardy clients in order not to lose business or ruin your day's schedule.

    <p>Abide by salon's appointment policy. Let the client know you are still taking them pleasantly and upbeat.</p> Signup and view all the answers

    Which term is generally used for clients in different types of salons?

    <p>All of the above</p> Signup and view all the answers

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

    <p>Be polite and never argue the point of 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

    Which are appropriate ways to deal with an unhappy client?

    <p>All of the above</p> Signup and view all the answers

    Successful stylists only work with clients who share their own age, style, and social background.

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

    What is the best way to address new clients?

    <p>Ask how they would like to be addressed.</p> Signup and view all the answers

    You do not need to follow the same basic rules of professionalism when dealing with younger clients.

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

    Why should you avoid slang?

    <p>Older clients may take offense, and general clarity is important.</p> Signup and view all the answers

    What should you do if a younger client uses slang you are unfamiliar with?

    <p>Ask, 'I am not familiar with that, what exactly do you mean?'</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

    Which are neutral appropriate topics?

    <p>All of the above</p> Signup and view all the answers

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

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

    Maintain ___________ and remember the salon is ultimately the place where you ________.

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

    What are the guidelines for communicating 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

    What does it help to remember about a manager?

    <p>That a manager is also a human being.</p> Signup and view all the answers

    If you disagree with rules in the salon, it is okay to confide in your clients.

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

    What are things to strive for when dealing with a manager?

    <p>Be a problem solver, get facts straight, be open and honest, do not gossip or complain about colleagues, be aware of your attitude, and be open to constructive criticism.</p> Signup and view all the answers

    What kind of salons conduct frequent employee evaluations?

    <p>Salons that run well.</p> Signup and view all the answers

    Is it acceptable to ask to see the criteria on which you are to be evaluated?

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

    Should you rate yourself in the weeks and months prior to evaluation?

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

    Why do many professionals never see the evaluation as an opportunity to discuss future advancements?

    <p>They are often too shy, unprepared, and nervous.</p> Signup and view all the answers

    What should you do at the end of the meeting?

    <p>Thank your manager for their time and guidance during the evaluation.</p> Signup and view all the answers

    Study Notes

    Effective Communication

    • Effective communication is fundamental for building long-lasting relationships with clients and coworkers.
    • Being able to professionally express ideas is crucial for success in any career.
    • Understanding the needs and motives of others fosters successful communication.

    Building Trust and Relationships

    • Trust, clarity, and loyalty are essential for strong relationships with clients and coworkers.
    • Misunderstandings can arise if you assume you know what others want.
    • Mutual respect is the foundation of good relationships.
    • Happy clients often translate to repeat business for salons.

    Understanding Clients

    • Knowing clients well does not guarantee understanding their desires.
    • The client consultation is the most important part of any service, performed at every visit.
    • Make clients comfortable during consultations to encourage open dialogue.

    Client Interaction Strategies

    • Respond thoughtfully rather than react impulsively in communication.
    • Reflective listening involves repeating what a client conveys in your own words to ensure understanding.
    • Use stylized tools, such as portfolios, to facilitate effective consultations.

    Consultation Process

    • Essential steps in the client consultation include reviewing and assessing the client's current styles, preferences, and lifestyle.
    • Reiterate the agreed-upon plans to ensure client agreement before proceeding with services.
    • Suggest additional services to enhance the client's overall look.

    Professional Conduct

    • Always be polite, friendly, and inviting, especially during first impressions with clients.
    • Maintain professionalism with all clients, regardless of their age or background.
    • Avoid using slang, as it may alienate older clients or lead to misunderstandings.

    Handling Unhappy Clients

    • Discover and address the reasons behind a client's dissatisfaction promptly.
    • Avoid arguing or taking disagreements personally; focus on constructive dialogue.
    • Developing conflict resolution and problem-solving skills is valuable in managing client relationships.

    Team Dynamics

    • Communicate respectfully with colleagues; remain objective, honest, and avoid gossip.
    • Strive for constructive interactions with management, being open to critique and showing a willingness to improve.
    • Professional boundaries must be maintained; avoid becoming overly personal or acting as a counselor.

    Evaluations and Growth

    • Regular employee evaluations signal healthy salon management practices.
    • It is appropriate to request evaluation criteria and self-assess prior to meetings to demonstrate commitment.
    • Many professionals miss the chance to discuss career growth opportunities during evaluations due to nervousness or lack of preparation.

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    Description

    Test your knowledge on effective communication skills from Milady Chapter 4. This quiz covers key points about the importance of communication in building professional relationships. Learn to express your ideas clearly and confidently in a career setting.

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