People Skills Benefits of People Skills- fun pressure release valve,students talk and share with one another. Notes to the School Admin. - PS cannot operate as an independent course in one classroom it must part of the entire school operation. WIfM What's in it for me- People Skills will help you with classroom management. Exercises that make students think about their professional behavior. Judy will bring CD player Activities for Day One: Ice Breaker – People Bingo- Jerry will make and bring Exploratory question on Rapport Decorate crown before they take CARE profile CARE Profile Create People before chart on 4 personality patterns Pocket Guide Summarizes Polar Opposite Cocktail Party Action plan (if time allows) – Judy will run those off – page 157

people skills the Beauty Industry is more than hair, skin and nails Because… the Beauty Industry is more than hair, skin and nails

For All Salon Professionals

INDUSTRY TIMELINE Pre 70’s 1970s 1980s 1990s 2000+ Unisex Salons Wash & Wear Styles Precision Cuts People Skills High-Tech Salons Day Spas More Male Clients Pre 70’s 1970s 1980s 1990s 2000+ Beauty Parlors Beauticians Wash & Set Styles Barber Shops Franchises Liquid Tools Computers Full-Service Salons Specialty Licenses Color Explosion Texture Fusion Health & Wellness What’s Next?

WHY CUSTOMERS QUIT 3% MOVE AWAY 5% OTHER FRIENDSHIPS 1% DIE 3% MOVE AWAY 5% OTHER FRIENDSHIPS 9% COMPETITIVE REASONS 14% PRODUCT DISSATISFACTION 68% QUIT BECAUSE OF ATTITUDE OF INDIFFERENCE TOWARD CUSTOMER BY SOME EMPLOYEE

people Skills Communication Skills 80/20 Principle 80% of success is communication skills 20% of success is technical skills

The New People Skills! Part One Relating with CARE Part Two Serving with CARE

New: Novice, Professional, Master

Novice Professional Master Focus is on technical skills; less likely to apply people skills Professional Have basic technical skills down cold; spend time applying their people skills NOVICE Generally focused on developing new skills Unaware of how much they do not know PROFESSIONAL Able to identify skilled and unskilled areas Increasingly turn their attention to people skills MASTER Enjoy learning and appreciating the differences between individual clients, co-workers, bosses, and vendors Experiment freely with relationships Easily establish rapport with wide range of people Master Highly proficient in creative and technical skill areas as well as with people skills

Rapport Have you ever met anyone and immediately felt like you have known each other for a long time? ACTIVITY: Group discussion or pair share on response to rapport question. Assign a group leader and then ask for volunteers to share with the group.

Rapport A close relationship with harmony and agreement Creates harmony that enables you to get along better with people Mutual interests Similarities Is an abstraction Can’t touch or measure it Know that it is there Can sense when it is not

Rapport Is an abstraction Can’t touch or measure it Know that it is there Can sense when it is not

Building Rapport ? Build Rapport by: Identifying what gets in the way Overcoming those barriers

Understanding Yourself 5 BUILDING BLOCKS OF RAPPORT Understanding Yourself 1 Understanding Your Client 2 Understanding the Phases of Service 3 Managing Your Relationships 1. PERSONALITY DIFFERENCES Recognizing your own and your clients’ personality styles: Gives you ways to communicate your ideas to your clients in a way that suits their style Helps you understand the various needs and perceptions of the different personality styles and their preferences Allows you to do a hose of simple things to help intentionally create rapport 2. BLAME, JUDGMENT, JEALOUSY, AND RIGHTEOUSNESS Create a big barrier to rapport Overcome them by expanding your tolerance and acceptance Understand differences instead of judging Take responsibility instead of blaming Reduce your righteousness 3. CULTURAL, GENERATIONAL, GENDER AND SEXUAL-ORIENTATION DIFFERENCES Stem from people’s diverse personalities, customs, and beliefs Know how to treat clients who may be different from you Work on tolerance and acceptance skills Different Goals and Expectations Understand and respect your clients’ goals Work with clients to understand their point of view and share yours 5. TECHNICAL PROBLEMS Problems can be resolved to the client’s satisfaction much more easily if you have built rapport with client Be honest about a problem and offer alternatives 4 Managing the Phases of Service 5

Personality Differences 5 BARRIERS TO RAPPORT Personality Differences 1 Blame, Judgment, Jealousy, and Righteousness 2 Cultural, Generational, Gender and Sexual-Orientation Differences 3 1. PERSONALITY DIFFERENCES Recognizing your own and your clients’ personality styles: Gives you ways to communicate your ideas to your clients in a way that suits their style Helps you understand the various needs and perceptions of the different personality styles and their preferences Allows you to do a hose of simple things to help intentionally create rapport 2. BLAME, JUDGMENT, JEALOUSY, AND RIGHTEOUSNESS Create a big barrier to rapport Overcome them by expanding your tolerance and acceptance Understand differences instead of judging Take responsibility instead of blaming Reduce your righteousness 3. CULTURAL, GENERATIONAL, GENDER AND SEXUAL-ORIENTATION DIFFERENCES Stem from people’s diverse personalities, customs, and beliefs Know how to treat clients who may be different from you Work on tolerance and acceptance skills Different Goals and Expectations Understand and respect your clients’ goals Work with clients to understand their point of view and share yours 5. TECHNICAL PROBLEMS Problems can be resolved to the client’s satisfaction much more easily if you have built rapport with client Be honest about a problem and offer alternatives 4 Different Goals and Expectations Technical Problems 5

Building a People Skills Community Deepen relevance and meaning by having everyone in the facility practice people skills Needs to include everyone from the front door to the back door…from the janitor to the director

CARE Profile Judy will provide copies of this

COOPERATORS Feeling and Passive Cooperators Are: Cooperators Need: Concerned about people Concerned about feelings Patient Good listeners Not time-oriented Not risk-takers To be accepted To get along To be liked Cooperation Feelings More measured movement Cooperators tend NOT to be as concerned with: Cooperators tend to: Time Smile Tasks Seldom Criticize Productivity Chat Easily They tend to care more about: Listen People Feelings Listening Relationships Cooperators often exhibit the following qualities: Openness Patience Passivity Willingness to listen Their clients generally feel: Seen Heard Valued

ANALYZERS Thinking and Passive Analyzers Are: Analyzers Need: Factual Precise Methodical Not risk takers Not fast-paced Security Time to think Facts to rely on Analyzers tend NOT to be as concerned with: Analyzers will likely: Speed Deal in Facts Feelings Worry about the time Friends Focus on concrete details They tend to care more about: Listen intently and respond after reflection Accuracy Perfection Precision Security Analyzers often exhibit the following qualities: Focus Hesitancy Neatness Shyness Their clients generally feel: Secure Distant Safe

Thinking and Assertive REGULATORS Thinking and Assertive Regulators Are: Regulators Need: Independent and assertive Cool and in control Take-charge types Doers To feel things are well-run Challenge To win To use a purpose Reasons without too much detail Regulators tend NOT to be as concerned with: Regulators will usually: Feelings Be direct Analysis Feel wary if you hesitate Approval Be to the point Others Speak their minds They tend to care more about: Doing Achieving Action Leading Regulators often exhibit the following qualities: Independence Assertiveness Purposefulness Leadership Their clients generally feel: Served Satisfied Dispatched

ENERGIZERS Feeling and Assertive Energizers Are: Energizers Need: Expressive and assertive The life of the party Born to convince and inspire others Outgoing and creative Not time structured or goal directed To be admired and appreciated Excitement Change Energizers tend NOT to be as concerned with: Energizers tend to: Deadlines Smile Rules Crack Jokes Goals Chat Non-Stop They tend to care more about: Want Your Approval Appreciation Change Approval Activity Excitement Energizers often exhibit the following qualities: Talkative Creative Energetic Outgoing Their clients generally feel: Positive Excited Inspired

ENERGIZER 4 PERSONALITY PATTERNS COOPERATOR ANALYZER REGULATOR ? Why? How? What? What If? Feelings…Must Feel It! Facts! Details! By the book What is it? What else can I do? !!! ??? ? Jerry will cover with Steven coming in at energizer

Steven covers this

Shared Traits Steven finishes this slide

Style Shifting Shifting your behavior and words to match the person you want to be in rapport with Adjust the volume, speed, tone and choice of words you use to match their personality style

Elements of Style Shifting Changing the way you communicate Changing mannerisms Thinking different Apply the law of requisite variety Experimenting Risking Polar Opposite Cocktail Party

Serving with CARE 8am to 4pm DAY 2 Activities for Day 2: Ice Cream Customers and Servers Wishing Well Greeting Phase Word Activity 3 Minute Listen He Stole the Money Values – Judging values from mag photos New Client Assessment Questionnaire Words to keep and Words to Avoid

6 Phases of Service Greet Assess Agree Deliver Recommend Complete Jerry will cover

Students with people skills Make the MOST CENTS