chapter 4 communicating for success -...
TRANSCRIPT
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Chapter 4
Communicating for Success
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“Everyday do something that will inch
you closer to a better tomorrow.”
– Doug Firebaugh
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Objectives
• List the golden rules of human relations.
• Explain the definition of effective communication.
• Conduct a successful client consultation.
• Handle delicate communications with clients.
• Build open lines of communication with coworkers.
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• Webster's Dictionary: A study of human problems
arising from organizational and interpersonal
relations; a program designed to develop better
interpersonal and intergroup adjustments.
Human Relations
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• Social interaction required.
• Personal security
• Handling difficult situations
Human Relations Basics
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• Respond instead of react.
• Believe in yourself.
• Talk less, listen more.
• Be attentive.
• Take your temperature.
Handling the Ups and Downs
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• Communicate from heart – problem-solve from head.
• A smile is worth more than a sneer.
• It is easy to make an enemy and harder to keep a friend.
• Ask for help.
• Show you care by listening.
• Tell people they are great.
The Golden Rules
of Human Relations
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• Be right, not righteous.
• For every service you do for others, do something for
yourself.
• Laugh often.
• Be patient with others’ flaws.
• Build shared goals; be a team player.
• Listen.
The Golden Rules
of Human Relations (continued)
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• The art of transmitting information, in the form of
symbols, gestures, or behaviors, in order to express an
idea or concept so that it is satisfactorily understood.
Communication Defined
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• Smile.
• Introduce yourself.
• Tour the salon and introduce others.
• Be yourself.
Greeting New Clients
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• Intake Form (client questionnaire)
• Hold Harmless Statement
• Schedule time
• Consulting with clients
The Client Consultation
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• Styling books
• Hair swatches
• Personal portfolio of technician’s work
Preparing for Consultation
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• Begin with research.
• Analyze client’s personal style (classic or dramatic,
for example).
• Determine client’s lifestyle.
• Take into account personal preferences.
The Total Look Concept
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The Total Look Concept (continued)
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• Clean
• Comfortable
• Uncluttered
• Materials gathered and organized
• Referencing intake form
The Consultation Area
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• Review intake form.
• Assess client’s current look.
• Determine client preferences.
• Analyze hair.
• Determine client lifestyle.
Ten-Step Consultation
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• Show and tell.
• Suggest options.
• Make color recommendations.
• Discuss maintenance.
• Review consultation.
Ten-Step Consultation (continued)
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• This is what I recommend…
• This is why it is effective for your hair type…
• This is how you use the product at home …
Retailing: What, Why, How…
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• Record results.
• Record client’s reaction.
• Note what worked and what didn’t.
• Note retail products suggested and purchased.
• Date and file card.
Concluding the Service
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• Know salon’s policy.
• If able to, serve the tardy client.
• Identify habitually late clients.
• Notify clients if you are running late.
• If unable to contact client, approach as soon as he or
she arrives.
Handling Tardy Clients
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• Never argue with the client.
• Be polite and courteous.
• Preserve your relationship with the client.
Handling Scheduling Mix-Ups
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• Find out why the client is unhappy.
• Change result.
• Offer options.
• Never argue.
• Call on supervisor or peer.
• Defer to manager.
• Confer with manager.
Handling Unhappy Clients
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• Consider generational differences.
• Consider cultural differences.
Handling Differences
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• Be tactful.
• Be sensitive.
• Be professional.
• Be respectful.
Getting Too Personal
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• Treat all with respect.
• Remain objective.
• Be honest, but sensitive.
• Remain neutral.
• Seek help from someone you respect.
• Don’t take things personally.
• Keep private life private.
Communicating with Coworkers
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• Be a problem solver.
• Get your facts straight.
• Be open and honest.
• Don’t gossip or complain.
• Check your attitude.
• Be open to constructive criticism.
Communicating with Managers
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• Approach event positively.
• Conduct self-evaluation.
• Share self-evaluation with manager.
• Write down questions or thoughts.
• Ask about promotions or pay increases.
• Thank manager for time, feedback, and guidance.
Employee Evaluations
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Employee Evaluations (continued)
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• What are the golden rules of human relations?
• What is the definition of good communication?
Summary and Review
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• What are the elements of the ten-step consultation
method?
• List at least four points for handling unhappy clients.
• List at least five things to remember when
communicating with coworkers.
Summary and Review (continued)
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Congratulations!
You have completed one unit of study
toward course completion.