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Chapter 4 Communicating for Success

Chapter 4 Communicating for Success. “Everyday do something that will inch you closer to a better tomorrow.” – Doug Firebaugh. Objectives. List the golden rules of human relations. Explain the definition of effective communication. Conduct a successful client consultation.

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Chapter 4 Communicating for Success

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  1. Chapter 4 Communicating for Success

  2. “Everyday do something that will inch you closer to a better tomorrow.”– Doug Firebaugh

  3. 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.

  4. 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

  5. Social interaction required. Personal security Handling difficult situations Human Relations Basics

  6. Respond instead of react. Believe in yourself. Talk less, listen more. Be attentive. Take your temperature. Handling the Ups and Downs

  7. 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 Rulesof Human Relations

  8. 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 Rulesof Human Relations (continued)

  9. 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

  10. Smile. Introduce yourself. Tour the salon and introduce others. Be yourself. Greeting New Clients

  11. Intake Form (client questionnaire) Hold Harmless Statement Schedule time Consulting with clients The Client Consultation

  12. Styling books Hair swatches Personal portfolio of technician’s work Preparing for Consultation

  13. 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

  14. The Total Look Concept (continued)

  15. Clean Comfortable Uncluttered Materials gathered and organized Referencing intake form The Consultation Area

  16. Review intake form. Assess client’s current look. Determine client preferences. Analyze hair. Determine client lifestyle. Ten-Step Consultation

  17. Show and tell. Suggest options. Make color recommendations. Discuss maintenance. Review consultation. Ten-Step Consultation (continued)

  18. 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…

  19. 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

  20. 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

  21. Never argue with the client. Be polite and courteous. Preserve your relationship with the client. Handling Scheduling Mix-Ups

  22. Handling Unhappy Clients • Find out why the client is unhappy. • Change result. • Offer options. • Never argue. • Call on supervisor or peer. • Defer to manager. • Confer with manager.

  23. Consider generational differences. Consider cultural differences. Handling Differences

  24. Be tactful. Be sensitive. Be professional. Be respectful. Getting Too Personal

  25. 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

  26. 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

  27. 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

  28. Employee Evaluations (continued)

  29. What are the golden rules of human relations? What is the definition of good communication? Summary and Review

  30. 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)

  31. Congratulations! You have completed one unit of study toward course completion.

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