Communicating for Success Milady’s Standard Cosmetology ©2007 Thomson Delmar Learning. All Rights...
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Transcript of Communicating for Success Milady’s Standard Cosmetology ©2007 Thomson Delmar Learning. All Rights...
Communicating for Success
Milady’s StandardCosmetology
©2007 Thomson Delmar Learning. All Rights Reserved
Cosmetology:
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
“The best job goes to the person who can get it done without passing the buck or coming back with excuses.”
Napolean Hill
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
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’SStandardInstructor Support SlidesCOSMETOLOGY
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’SStandardInstructor Support SlidesCOSMETOLOGY
Human Relations Basics• Personal security
• Social interaction required
• Handling difficult situations
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
Handling the Ups and Downs• Respond instead of react.• Believe in yourself.• Talk less; listen more.• Be attentive.• Take your temperature.
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
Golden Rules of Human Relations
• Communicate from your heart.• Smile.• Be a friend.• Ask for help.• Care by listening.• Tell people they are great.
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
• Be right, not righteous.• Serve others and yourself.• Laugh often.• Be patient.• Be a team player.• Listen!
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
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’SStandardInstructor Support SlidesCOSMETOLOGY
Greeting New Clients
• Smile.• Introduce yourself.• Tour the salon.• Be yourself.
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
Consulting with Clients• Consultation determines desired results.• Schedule sufficient time.• Intake form.
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
Preparing for the Consultation• Photo Collections• Glamour Books• Magazine Clips• Portfolio
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
The Consultation Area• Clean• Comfortable• Uncluttered• Organized materials• Intake forms
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
Ten-Step Method• Review intake form.• Assess current look. • Determine
preferences.• Analyze.• Determine lifestyle.
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
• Show and tell.• Suggest.• Offer Additional services.• Review Upkeep.• Repeat.
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
Concluding the Service• Record results.• Note client’s reaction.• List what worked and what didn’t.• Indicate retail purchases.• Date and file card.
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
Handling Tardy Clients• Know salon’s policy.• Provide service if possible.• Identify habitually late clients.• Notify clients when you are late.• Apologize.
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
Handling Scheduling Mix-ups• Never argue about who is right.• Be polite and courteous.• Preserve relationship.
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
Handling Unhappy Clients• Determine problem.• Change result if
possible.• Explain why it can’t
be fixed.• Never argue with the
client.
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
• Call on a supervisor or peer.• Defer to the manager.• Confer with the manager afterward.
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
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’SStandardInstructor Support SlidesCOSMETOLOGY
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’SStandardInstructor Support SlidesCOSMETOLOGY
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’SStandardInstructor Support SlidesCOSMETOLOGY
Summary and Review
• List the Golden Rules of Human Relations.• Define communication.• How do you prepare for a consultation?• What is the total look concept?• List 10 elements of a successful
consultation.• Name types of information for client card.
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
• How do you handle tardy clients?• How do you handle a scheduling mix-up?• How do you handle unhappy clients?• List five things to remember in coworker
communications.• List four guidelines for communicating
with salon managers.
MILADY’SStandardInstructor Support SlidesCOSMETOLOGY
Congratulations!
You’ve just completed one unit of study toward program completion.