Milady Standard Cosmetology Communicating for Success

Human Relations The ability to understand people is the key to operating effectively in many professions.

Human Relations Human beings are social animals. A fundamental factor in human relations involves a person’s sense of security. You will encounter people and situations that are difficult to handle. Tips: Respond instead of reacting. Believe in yourself. Talk less, listen more. Be attentive. Take your own temperature.

Human Relations The Golden Rules of Human Relations 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.

Human Relations The Golden Rules of Human Relations See what happens when you ask for help instead of just reacting. Show people you care by listening to them and trying to understand their point of view. Compliment people even if they are challenging or unpleasant.

Human Relations The Golden Rules of Human Relations For every service you do for others, do not forget to do something for yourself. Laugh often. Show patience with other people’s flaws. Build shared goals; be a team player and a partner to your clients. Remember that listening is the best relationship builder.

Communication Basics Effective communication: The act of successfully sharing information between two people (or groups of people) so that the information is successfully understood. You can communicate through words, voice inflections, facial expressions, body language, or visual tools (e.g., a portfolio of your work).

Communication Basics Meeting and Greeting New Clients Approach the client with a smile. Always introduce yourself. Take new clients on a quick tour of the salon. Introduce the client to salon staff. Be yourself.

Communication Basics Meeting and Greeting New Clients Intake form: Also called a client questionnaire or consultation card. This form can prove to be an extremely useful communication and business tool.

Communication Basics Meeting and Greeting New Clients How to use the client intake form: From the moment a new client calls the salon to make an appointment. May include detailed information. Allow time in your schedule to do a five to fifteen minute client consultation.

The Client Consultation/Needs Assessment Client consultation or needs assessment: Verbal communication with a client that determines the client’s needs and how to achieve the desired results. One of the most important parts of any service. Should always be done before starting the actual service.

The Client Consultation/Needs Assessment Preparing for the Client Consultation Have a variety of styling books your clients can look through. Have a portfolio of your work on hand. Explain why you performed the various services the way you did.

The Client Consultation/Needs Assessment The Consultation Area Presentation counts for a lot in a business concerned with style and appearance. Make sure the client is comfortable. Find out what the client’s needs are, make recommendations, and meet them. Read the intake form and refer to it. Make notes on the intake form during the consultation. After the service, note techniques followed or goals to work toward.

The Client Consultation/Needs Assessment 10-Step Consultation Method Review the intake form. Assess the client’s current style. Determine the client’s preferences. Analyze the client’s hair. 5. Review the client’s lifestyle. 6. Show and tell. Reflective listening: Listening to the client and then repeating, in your own words, what you think the client is telling you.

The Client Consultation/Needs Assessment 10-Step Consultation Method 7. Suggest options: Lifestyle Hair type Face shape 8. Make color recommendations. 9. Discuss upkeep and maintenance. 10. Review the consultation.

The Client Consultation/Needs Assessment Concluding the Service Once the service is finished and the client lets you know they are satisfied, take a few minutes to record the results. Note anything you might want to do again and anything that does not bear repeating. Note the final results. List retail products purchased by the client. Date and file the notes.

Special Issues in Communication Handling Tardy Clients Know and abide by the salon’s appointment policy. If a tardy client arrives and you have the time to take her without jeopardizing other appointments, let the client know why you are taking her though she is late. Schedule habitually late clients for the last appointment of the day or ask them to arrive earlier than their actual appointment time. Have the receptionist call your clients and let them know if you are running very late.

Special Issues in Communication Handling Scheduling Mix-Ups When you, as a professional, are involved with a scheduling mix-up, always remember to be polite. Never argue about who is correct.

Special Issues in Communication Handling Unhappy Clients Try to find out why the client is unhappy. Ask for specifics. If it is possible to change what she dislikes, do so immediately. If the problem cannot be fixed; honestly and tactfully explain why. Never argue with the client or try to force your opinion on her.

Special Issues in Communication Handling Unhappy Clients Do not hesitate to ask for help from a more experienced stylist or your salon manager. If you cannot satisfy the client, defer to your manager’s advice. Confer with your salon manager after the experience. Follow your manager’s advice and move on to your next client.

Special Issues in Communication Handling Differences Use basic rules of professionalism as a guide. Older clients may not like gum chewing, slang, or the use of yeah instead of yes. Some clients are sensitive to talk about aging. Younger clients may not be up on proper etiquette, but many keep up with the latest celebrity styles, so you should, also. Avoid using slang terms.

Special Issues in Communication Getting too Personal Clients may have a hard time differentiating between a professional relationship and a personal one. Handle your client relationships tactfully and sensitively, with professionalism and respect. If your client is gossiping, change the subject as soon as you can. As a rule, avoid discussing religion and politics.

In-Salon Communication Communicating with Coworkers 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.

In-Salon Communication Communicating with Managers 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.

In-Salon Communication Communicating During an Employee Evaluation Take time to look over the employee evaluation document. Make the decision to approach the evaluation positively. Perform a self-evaluation. Before your evaluation meeting, write down any thoughts or questions. Show your manager your self-evaluation and tell her you are serious about improvement and growth.

In-Salon Communication Communicating During an Employee Evaluation Thank your manager for taking the time to do the evaluation and for the feedback and guidance they gave you.