Chapter 4 Communicating for Success

1. Chapter 4 Communicating for Success © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

2. “Everyday do something that will inch you closer to a better tomorrow.” – Doug Firebaugh © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

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. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

4. Human Relations • Webster's Dictionary: A study of human problems arising from organizational and interpersonal relations; a program designed to develop better interpersonal and intergroup adjustments. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

5. Human Relations Basics • Social interaction required. • Personal security • Handling difficult situations © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

6. Handling the Ups and Downs • Respond instead of react. • Believe in yourself. • Talk less, listen more. • Be attentive. • Take your temperature. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

7. The Golden Rules of Human Relations • 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. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

8. The Golden Rules of Human Relations (continued) • 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. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

9. Communication Defined • 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. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

10. Greeting New Clients • Smile. • Introduce yourself. • Tour the salon and introduce others. • Be yourself. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

11. The Client Consultation • Intake Form (client questionnaire) • Hold Harmless Statement • Schedule time • Consulting with clients © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

12. Preparing for Consultation • Styling books • Hair swatches • Personal portfolio of technician’s work © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

13. The Total Look Concept • Begin with research. • Analyze client’s personal style (classic or dramatic, for example). • Determine client’s lifestyle. • Take into account personal preferences. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

14. The Total Look Concept (continued) © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

15. The Consultation Area • Clean • Comfortable • Uncluttered • Materials gathered and organized • Referencing intake form © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

16. Ten-Step Consultation • Review intake form. • Assess client’s current look. • Determine client preferences. • Analyze hair. • Determine client lifestyle. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

17. Ten-Step Consultation (continued) • Show and tell. • Suggest options. • Make color recommendations. • Discuss maintenance. • Review consultation. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

18. Retailing: What, Why, How… • This is what I recommend… • This is why it is effective for your hair type… • This is how you use the product at home … © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

19. Concluding the Service • Record results. • Record client’s reaction. • Note what worked and what didn’t. • Note retail products suggested and purchased. • Date and file card. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

20. Handling Tardy Clients • 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. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

21. Handling Scheduling Mix-Ups • Never argue with the client. • Be polite and courteous. • Preserve your relationship with the client. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

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. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

23. Handling Differences • Consider generational differences. • Consider cultural differences. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

24. Getting Too Personal • Be tactful. • Be sensitive. • Be professional. • Be respectful. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

25. Communicating with Coworkers • 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. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

26. Communicating with Managers • 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. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

27. Employee Evaluations • 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. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

28. Employee Evaluations (continued) © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

29. Summary and Review • What are the golden rules of human relations? • What is the definition of good communication? © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

30. Summary and Review (continued) • 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. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

31. Congratulations! You have completed one unit of study toward course completion. © Copyright 2012 Milady, a part of Cengage Learning. All Rights Reserved. May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.