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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.

• Handle delicate communications with clients.

• Build open lines of communication with coworkers.



• 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



• Social interaction required.

• Personal security

• Handling difficult situations

Human Relations Basics



• Respond instead of react.

• Believe in yourself.

• Talk less, listen more.

• Be attentive.

• Take your temperature.

Handling the Ups and Downs



• 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



• 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)



• 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



• Smile.

• Introduce yourself.

• Tour the salon and introduce others.

• Be yourself.

Greeting New Clients



• Intake Form (client questionnaire)

• Hold Harmless Statement

• Schedule time

• Consulting with clients

The Client Consultation



• Styling books

• Hair swatches

• Personal portfolio of technician’s work

Preparing for Consultation



• 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



The Total Look Concept (continued)



• Clean

• Comfortable

• Uncluttered

• Materials gathered and organized

• Referencing intake form

The Consultation Area



• Review intake form.

• Assess client’s current look.

• Determine client preferences.

• Analyze hair.

• Determine client lifestyle.

Ten-Step Consultation



• Show and tell.

• Suggest options.

• Make color recommendations.

• Discuss maintenance.

• Review consultation.

Ten-Step Consultation (continued)



• 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…



• 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



• 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



• Never argue with the client.

• Be polite and courteous.

• Preserve your relationship with the client.

Handling Scheduling Mix-Ups



• 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



• Consider generational differences.

• Consider cultural differences.

Handling Differences



• Be tactful.

• Be sensitive.

• Be professional.

• Be respectful.

Getting Too Personal



• 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



• 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



• 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



Employee Evaluations (continued)



• What are the golden rules of human relations?

• What is the definition of good communication?

Summary and Review



• 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)



Congratulations!

You have completed one unit of study

toward course completion.

Documents

Chapter 4 Communicating for Success - Administrationpebblebrookhigh.typepad.com/files/chapter-4-communicating-for... · Chapter 4 Communicating for Success © Copyright 2012 Milady,