Cosmetology Communicating for Success Miladys Standard Cosmetology 2007

Cosmetology: Communicating for Success Milady’s Standard Cosmetology © 2007 Thomson Delmar Learning. All Rights Reserved

MILADY’S Standard COSMETOLOGY Instructor Support Slides “The best job goes to the person who can get it done without passing the buck or coming back with excuses” Napolean Hill

MILADY’S Standard COSMETOLOGY Instructor Support Slides Objectives • • • List Golden Rules of Human Relations Explain importance of effective communication Conduct a successful client consultation Handle delicate communication with clients Build open lines of communication with coworkers and managers

MILADY’S Standard COSMETOLOGY Instructor Support Slides LEARNING MOTIVATION: • It’s story-telling time. • This is a story about four people named Everybody, Somebody, Anybody, and Nobody. There was an important job to be done and Everybody was sure that Somebody would do it. Anybody could have done it, but Nobody did it.

MILADY’S Standard COSMETOLOGY Instructor Support Slides Everybody got mad about this because it was Somebody’s job. Anybody could have done it, but Nobody asked Anybody. It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done.

MILADY’S Standard COSMETOLOGY Instructor Support Slides Communication is one of the most important words in any life or business. If you are an effective communicator, you and your career will move forward and most likely thrive. If you are unable to communicate effectively, like our friends in the story, the road to success and accomplishment will become blocked with numerous obstacles, many of which can become to difficult to overcome.

MILADY’S Standard COSMETOLOGY Instructor Support Slides One of the biggest mistakes we make each day of our lives is to underestimate the power of communication. We simply take for granted that communication really is a tool. It’s a tool that can help “make” or help “break” us. Our daily communication can dramatically propel us to new levels of success or even failure. So let’s take a closer look at how we can use that tool to help us achieve our goals and dreams.

MILADY’S Standard COSMETOLOGY Instructor Support Slides Human Relations A study of human problems arising from organizational and interpersonal relations; a program designed to develop better interpersonal and inter-group adjustments (Webster’s)

MILADY’S Standard COSMETOLOGY Instructor Support Slides The best way to understand others and interact well with them is to understand yourself. Good relationships are built on mutual respect and understanding.

MILADY’S Standard COSMETOLOGY Instructor Support Slides Human Relations Basics • Personal security. When we feel secure, we are happy, calm, confident, cooperative, and trusting. When we feel insecure, we become worried, anxious, overwhelmed, angry, suspicious, uncooperative, and sometimes hostile or withdrawn.

MILADY’S Standard COSMETOLOGY Instructor Support Slides Human Relations Basics Social interaction required. When we feel secure, we like to interact with others. We can help people feel secure around us by being respectful, trustworthy, and honest.

MILADY’S Standard COSMETOLOGY Instructor Support Slides Human Relations Basics Handling difficult situations. Some people create conflict wherever they go; they are rude, insensitive, or so full of themselves that being considerate doesn’t enter their minds. Try to remember that this person at this particular time feels insecure or he/she wouldn’t be acting this way.

MILADY’S Standard COSMETOLOGY Instructor Support Slides Handling the Ups and Downs • Respond instead of reacting. When you “react, ” you are no longer in control. Take deep breaths and tell yourself that you don’t have to take a negative situation or behavior personally.

MILADY’S Standard COSMETOLOGY Instructor Support Slides Handling the Ups and Downs • Believe in yourself. Trust your judgment, uphold your values, stick to what you believe is right. Develop a strong sense of selfworth.

MILADY’S Standard COSMETOLOGY Instructor Support Slides Handling the Ups and Downs • Talk less, listen more. The same letters that spell listen, also spell silent! Remember that old saying that we were given two ears and one mouth for a reason.

MILADY’S Standard COSMETOLOGY Instructor Support Slides Handling the Ups and Downs • Be attentive. Pay attention to what the client’s wants and needs are. If one is too aggressive, ask your supervisor for advice. At all costs, remain calm and practice active listening skills.

MILADY’S Standard COSMETOLOGY Instructor Support Slides Handling the Ups and Downs Take your temperature. If you notice chronic negative personal behaviors once you are in a job, pay careful attention to what is happening. An important part of being in a service profession is taking care of yourself first and resolving personal conflicts so you can properly take care of your clients.

MILADY’S Standard COSMETOLOGY Instructor Support Slides 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. And it causes less wrinkles.

MILADY’S Standard COSMETOLOGY Instructor Support Slides • It is easy to make an enemy; it is harder to keep a friend. And you have to be a friend to have a friend. • Ask for help instead of just reacting. Watch what happens. • Show you care by listening. Try to understand the opposite point of view. • Tell people they are great, even though they don’t always act great.

MILADY’S Standard COSMETOLOGY Instructor Support Slides Golden Rules of Human Relations • • • Be right, not righteous Serve others and yourself Laugh often Be patient Be a team player Listen

MILADY’S Standard COSMETOLOGY Instructor Support Slides Communication Basics Communication: 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 (Webster’s)

MILADY’S Standard COSMETOLOGY Instructor Support Slides Greeting New Clients Common rules of courtesy apply. Be polite, friendly, and inviting. Continuing to do so will earn their trust and loyalty. Remember these basics. • Smile • Introduce yourself • Tour the salon • Be yourself

MILADY’S Standard COSMETOLOGY Instructor Support Slides Consulting with Clients • Consultation determines desired results • Schedule sufficient time • Intake form

MILADY’S Standard COSMETOLOGY Instructor Support Slides Preparing for the Consultation • There a number of items you should have at your station: • Photo Collections • Glamour Books • Magazine Clips • Portfolio

MILADY’S Standard COSMETOLOGY Instructor Support Slides The Consultation Area needs to be clean, comfortable, and uncluttered. All materials should be gathered and organized before the client’s arrival. Read through the intake form and refer to it during the consultation.

MILADY’S Standard COSMETOLOGY Instructor Support Slides Ten-Step Method • • • Review intake form Assess current look Determine preferences Analyze Determine lifestyle

MILADY’S Standard COSMETOLOGY Instructor Support Slides Ten-Step Method 6. Show and tell. Use photo collections to learn preferred looks. Listening is key. Reflective listening refers to listening, then re-stating or paraphrasing to confirm the client’s meaning. 7. Suggest. Make suggestions based on your client’s lifestyle. Based on the desired service, consider characteristics of hair, nails, or face and body shapes, etc.

MILADY’S Standard COSMETOLOGY Instructor Support Slides Activity Complete the Effective Listening Quiz, LP 4. 0, H-1.

MILADY’S Standard COSMETOLOGY Instructor Support Slides 8. Offer additional services: This is called “upselling” or “ticket upgrading. ” Suggest additional services to make the client’s new look complete. For example, you may have provided nail service, but a new color or texture service would help the client achieve the desired look.

MILADY’S Standard COSMETOLOGY Instructor Support Slides 9. Review upkeep: Counsel client on required home and salon maintenance. 10. Repeat: Re-state everything you and your client have agreed upon.

MILADY’S Standard COSMETOLOGY Instructor Support Slides Concluding the Service • • • Record results Note client’s reaction List what worked and what didn’t Indicate retail purchases Date and file card

MILADY’S Standard COSMETOLOGY Instructor Support Slides SPECIAL ISSUES IN COMMUNICATION: How you react to situations and how you communicate in the face of problems will greatly impact your level of success in the beauty industry.

MILADY’S Standard COSMETOLOGY Instructor Support Slides Handling Tardy Clients • Know salon’s policy • Provide service if possible • Identify habitually late clients

MILADY’S Standard COSMETOLOGY Instructor Support Slides Handling Tardy Clients • Notify clients when you are late • Apologize

MILADY’S Standard COSMETOLOGY Instructor Support Slides Handling Scheduling Mix-ups • Never argue about who is right • Be polite and courteous • Preserve relationship

MILADY’S Standard COSMETOLOGY Instructor Support Slides Handling Unhappy Clients • Determine problem • Change result if possible • Explain why it can’t be fixed • Never argue with the client

MILADY’S Standard COSMETOLOGY Instructor Support Slides Handling Unhappy Clients • Call on a supervisor or peer • Defer to the manager • Confer with the manager afterward

MILADY’S Standard COSMETOLOGY Instructor Support Slides Communicating with Coworkers • • Be respectful Remain objective Be honest, but sensitive Remain neutral Seek help Don’t take things personally Keep private life private

MILADY’S Standard COSMETOLOGY Instructor Support Slides Communicating with Managers • • • Be a problem-solver Get the facts straight Be open and honest Don’t gossip or complain Check your attitude Be open to constructive criticism

MILADY’S Standard COSMETOLOGY Instructor Support Slides Employee Evaluation Tips • • • Approach positively Conduct self-evaluation Share self-evaluation with manager Write down questions Ask about promotions or pay increases Thank manager

MILADY’S Standard COSMETOLOGY Instructor Support Slides Summary and Review • List the Golden Rules of Human Relations

MILADY’S Standard COSMETOLOGY Instructor Support Slides Summary and Review • Define communication • How do you prepare for a consultation? • What is the total look concept?

MILADY’S Standard COSMETOLOGY Instructor Support Slides Summary and Review • List 10 elements of a successful consultation • Name types of information for client card

MILADY’S Standard COSMETOLOGY Instructor Support Slides Summary and Review • How do you handle tardy clients? • How do you handle a scheduling mix-up? • How do you handle unhappy clients?

MILADY’S Standard COSMETOLOGY Instructor Support Slides Summary and Review • List five things to remember in coworker communications • List four guidelines for communicating with salon managers

MILADY’S Standard COSMETOLOGY Instructor Support Slides Congratulations! You’ve just completed one unit of study toward program completion!