Milady Chapter 4 Flashcards

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 _ .

understand people Signup and view all the answers

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

yourself Signup and view all the answers

What are good relationships built on?

Mutual respect Signup and view all the answers

What emotions do you feel when you are secure?

Happy Signup and view all the answers

How can you help people feel secure?

By providing clarity Signup and view all the answers

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

reacting Signup and view all the answers

_______ in yourself.

Believe Signup and view all the answers

_ less, _ more.

Talk, listen Signup and view all the answers

Be ________.

attentive Signup and view all the answers

Take your own _______.

temperature Signup and view all the answers

What is a strategy for dealing with an aggressive client?

Turn the other cheek 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.

True 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?

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

Besides communicating with words, how else do people communicate?

All of the above Signup and view all the answers

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

The first time you meet a client. Signup and view all the answers

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

Polite, friendly, inviting. Signup and view all the answers

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

smile Signup and view all the answers

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

Questionnaire or consultation card. Signup and view all the answers

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

release Signup and view all the answers

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

15 minutes ahead. Signup and view all the answers

What is the purpose of a client consultation?

To determine clients' needs. Signup and view all the answers

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

True Signup and view all the answers

How often should a client consultation be performed?

Every visit. Signup and view all the answers

A happy client means __________ for you and the salon.

repeat business Signup and view all the answers

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

Make the most of dialogue and facilitate this with certain tools/visuals. Signup and view all the answers

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

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

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

Take the client through step-by-step, diplomatically explaining what adjustments must be made. Signup and view all the answers

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

comfortable 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.

permission Signup and view all the answers

Examples of a client's styling parameters?

Lifestyle, hair type, face shape. Signup and view all the answers

What is reflective listening?

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

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

To help complete or improve the look. 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.

agrees Signup and view all the answers

What information should you record on the consultation card?

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

Why are tardy clients a problem?

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

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

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

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

All of the above Signup and view all the answers

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

Be polite and never argue the point of who is correct. Signup and view all the answers

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

detached Signup and view all the answers

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

False Signup and view all the answers

Which are appropriate ways to deal with an unhappy client?

All of the above Signup and view all the answers

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

False Signup and view all the answers

What is the best way to address new clients?

Ask how they would like to be addressed. Signup and view all the answers

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

False Signup and view all the answers

Why should you avoid slang?

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

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

Ask, 'I am not familiar with that, what exactly do you mean?' Signup and view all the answers

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

True Signup and view all the answers

Which are neutral appropriate topics?

All of the above Signup and view all the answers

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

professional Signup and view all the answers

Maintain ___ and remember the salon is ultimately the place where you .

boundaries, work Signup and view all the answers

What are the guidelines for communicating with fellow staffers?

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. Signup and view all the answers

What does it help to remember about a manager?

That a manager is also a human being. Signup and view all the answers

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

False Signup and view all the answers

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

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. Signup and view all the answers

What kind of salons conduct frequent employee evaluations?

Salons that run well. Signup and view all the answers

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

True Signup and view all the answers

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

True Signup and view all the answers

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

They are often too shy, unprepared, and nervous. Signup and view all the answers

What should you do at the end of the meeting?

Thank your manager for their time and guidance during the evaluation. 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.

Studying That Suits You

Use AI to generate personalized quizzes and flashcards to suit your learning preferences.

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.

Milady Chapter 4 Flashcards

Questions and Answers

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

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

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

The key to operating effectively in many professions is to _________ ________.

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

What are good relationships built on?

What emotions do you feel when you are secure?

How can you help people feel secure?

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

_______ in yourself.

_______ less, _______ more.

Be ________.

Take your own _______.

What is a strategy for dealing with an aggressive client?

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

List the 11 golden rules of effective human relations.

What is effective communication?

Besides communicating with words, how else do people communicate?

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

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

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

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

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

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

What is the purpose of a client consultation?

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

How often should a client consultation be performed?

A happy client means __________ for you and the salon.

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

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

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

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

What is the 10-step consultation method?

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

Examples of a client's styling parameters?

What is reflective listening?

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

What are the three steps for retail recommendations?

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

What information should you record on the consultation card?

Why are tardy clients a problem?

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

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

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

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

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

Which are appropriate ways to deal with an unhappy client?

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

What is the best way to address new clients?

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

Why should you avoid slang?

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

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

Which are neutral appropriate topics?

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

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

What are the guidelines for communicating with fellow staffers?

What does it help to remember about a manager?

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

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

What kind of salons conduct frequent employee evaluations?

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

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

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

What should you do at the end of the meeting?

Study Notes

Effective Communication

Building Trust and Relationships

Understanding Clients

Client Interaction Strategies

Consultation Process

Professional Conduct

Handling Unhappy Clients

Team Dynamics

Evaluations and Growth

Studying That Suits You

Description

More Quizzes Like This

The key to operating effectively in many professions is to _ .

_ less, _ more.

Maintain ___ and remember the salon is ultimately the place where you .