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Dec July 2012/G/QF/Learners/2.7a
Employment Rights & Responsibilities (ERR)
Workbook for Hairdressing Apprentices
Name
Salon Name
City and Guilds Registration number
Inter Training Services Ltd 2 London Road Horndean Waterlooville
Hampshire PO8 0BZ T: 02392 591666 F: 02392 592266
E: [email protected] W: www.its-ltd.net
Page 2 of 60
Introduction to ERR Workbook
As an employee, you need to be aware of your rights and obligations to protect your legal rights and those of your employer. ERR is part of all apprenticeships and must be completed to gain your Apprenticeship Certificate. Some of the rights and responsibilities covered in this workbook may be covered in your Diploma in Hairdressing and you may also have covered some of them as part of your induction. This workbook will reinforce what you have already learned and plug any gaps in your knowledge.
You will have to do some research to complete some of the tasks in this workbook and these are listed below.
Remember that you are not on your own when completing this journey of learning. Look at the range of information sources that are available to you:
Asking and watching colleagues
Your salon manager, trainer and assessor
Product leaflets
Notices displayed in your salon
Websites
Induction tasks you have already completed
Trade magazines
Text books
Glossary at the back of this workbook
IMPORTANT! Every time you complete this workbook please record the amount of time in your Learning Log.
Page 3 of 60
The workbook is divided into 8 parts: 1. Employment Rights and Obligations for Recruitment 2. Employee Rights on Appointment – Contract of Employment 3. Basic Employee Rights – Working Time Regulations and Minimum Wage 4. Health and Safety 5. Hairdressing Career Pathways and Industry Structure 6. Grievance Procedure 7. Disciplinary Problems 8. Social Responsibility and Issues of Public Concern
Each of the eight parts contains a number of tasks to be completed. In total, there are 29 tasks to complete – but don’t worry! Some of the tasks are very quick and simple to do. For others, you may need to access the internet, ask your colleagues questions or look up information that is available in your salon.
If you need any help, don’t be afraid to ask!
Page 4 of 60
Part 1
Employment Rights and Obligations for Recruitment
Part 1 start date
Target date for completion
PART 1 Page
Task 1 – True or False? 5-6
Task 2 – Protected Groups 7
Task 3 – Dodgy Interview Questions 8
APPRENTICE – please fill in this table when you have completed Part 1 Date of actual completion
Guided Learning Hours Estimated time this part of the workbook should take you to complete
Hours Minutes
2 Hours
Actual time taken to complete this part of the workbook
Apprentice signature
Page 5 of 60
Task 1 - True or False?
Highlight or tick the buttons on the left to show whether the statements below are true or false
True False
1. The Rehabilitation of Offenders Act 1974 enables criminal convictions to become ‘spent’ or ignored after a ‘rehabilitation period’. After this period, with certain exceptions an ex-offender is not normally obliged to mention their conviction when applying for a job, obtaining insurance or when involved in criminal or civil proceedings.
Research: http://tinyurl.com/4w8x9zd
2. The length of the rehabilitation period depends on the sentence given not the offence committed.
Research: http://tinyurl.com/4w8x9zd
3. Applicants with a criminal record who are asked on an application form or at an interview whether they have any previous convictions can answer ‘no’ if the convictions are spent and the job applied for is not excepted from the Act.
Research: http://tinyurl.com/4w8x9zd
4. The Equality Act makes it an offence for anyone with access to criminal records to disclose spent convictions unless authorised to do so because criminal records are confidential information.
Research: http://tinyurl.com/4h394wf
5. The Equality Act limits the circumstances when employers can ask pre-employment health-related questions.
Research: http://tinyurl.com/4sfrj4j
6. Once a person has passed the interview and has been offered a job (whether this is an unconditional or conditional job offer) employers are permitted to ask appropriate health-related questions.
Research: http://tinyurl.com/4sfrj4j
7. A jobseeker cannot take an employer to an Employment Tribunal if they think the employer is acting unlawfully by asking questions that are prohibited, though they can complain to the Equality and Human Rights Commission.
Research: http://tinyurl.com/2eb9eho
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Highlight or tick the buttons on the left to show whether the statements below are true or false
True False
8. A woman is protected against discrimination on the grounds of pregnancy and maternity during the period of her pregnancy and any statutory maternity leave to which she is entitled.
Research: http://tinyurl.com/2bgbt6h
9. The Equality Act makes it unlawful for employers to prevent or restrict employees from having a discussion to establish whether differences in pay exist in relation to protected characteristics.
Research: http://tinyurl.com/2bgbt6h
10. The Equality Act protects employees who are married or in a civil partnership against discrimination. Single people are not protected.
Research: http://tinyurl.com/4fdmozk
Thinking Point
Have you experienced or witnessed discriminatory behaviour during recruitment? What made it unfair? +++ ? How did it make you feel? What did you do, or what would you have liked to do about it?
Page 7 of 60
Task 2 - Protected Groups
Who is Protected? Yes No
Pregnant women
People who have undergone gender reassignment
Elderly People
Gays & Lesbians
Disabled People
Christians
Russians
Pregnant Women
People who have undergone
gender realignment
Eldery People
Gays & Lesbians
Disabled People
Christians
Russians
Which groups are protected
from discrimination?
Page 8 of 60
Interview Questions According to UK law, applicants must be selected on their merit. There are certain questions an employer may not ask a jobseeker at interview. The Equality Act limits the circumstances when employers can ask health-related questions before offering the individual a job. Once a person has passed the interview and has been offered a job (whether this is an unconditional or conditional job offer) employers are permitted to ask appropriate health-related questions. Employers may ask health-related questions to help them to:
decide whether to make any reasonable adjustments for the person to the selection process
decide whether an applicant can carry out a function that is essential (‘intrinsic’) to the job
monitor diversity among people making applications for jobs
take positive action to assist disabled people
assure that a candidate has the disability where the job genuinely requires the jobholder to have a disability
There are some questions that should never be asked because they are discriminatory.
Task 3 - Dodgy Interview Questions Illegal interview question Why is it discriminatory?
Have you ever been arrested?
What religious holidays do you celebrate?
How old are you?
Where were you born?
What is your nationality?
Are you married, divorced, separated or single?
Page 9 of 60
Part 2
Statement of Terms and Conditions for Employment
(Contract of Employment)
Part 2 start date
Target date for completion
PART 2 Page
Task 4 - Contract of Employment 11
Task 5 - Notice Period 12
Task 6 - Your Pay Statement 14
APPRENTICE – please fill in this table when you have completed Part 2 Date of actual completion
Guided Learning Hours Estimated time this part of the workbook should take you to complete
Hours Minutes
1 Hour
Actual time taken to complete this part of the workbook
Apprentice signature
Page 10 of 60
Statement of Terms and Conditions of Employment
Within two months of starting work, employers must provide a statement, in writing, of the particulars of the terms of employment. This is not in itself a contract, but can be used as evidence of contractual terms before an Employment Tribunal.
The terms included in the statement must include:
The name of your employer The date your employment started and whether any previous employment is regarded as
continuous with it The rate of pay or the method of calculating it and how often it is paid Hours of work Entitlement to holidays, holiday pay, sick pay, and whether or not a pension scheme exists The length of notice to terminate the employment contract which is required to be given by each
side Job title If your employment is not intended to be continuous the period for which it is expected to
continue, if it is for a fixed term the date on which it is to end Your place or places of work and whether you are required to work outside the United Kingdom Whether any collective agreements* directly affect your terms and conditions of work
* Collective Agreements One of the main aims of a trade union is to negotiate with employers about matters affecting their members and other employees. These negotiations are known as 'collective bargaining'.
These particulars must be given in a single document unless they refer to another accessible document for particulars of incapacity, sick pay or pensions, or notice requirements. Any disciplinary rules that apply to you must be specified, as well as the name of any person to whom you can apply if you have a grievance or are dissatisfied with any disciplinary action, and the procedure that you must follow. Details of disciplinary rules need only be given if your employer employs at least 20 people. Another accessible document, such as a Company Handbook that contains this information, may be referred to.
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Task 4 - Sample Contract of Employment (extract) Complete the sample contract extract with YOUR employment details
Statement of Terms and Conditions of Employment Employer’s name
Employee’s name (your name)
Date of
commencement of
employment
Main place of work: (insert address)
Job title
Duties and
responsibilities (take these from your
job description)
Hours of work
Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Do you get paid overtime for working
above these hours?
How many days holiday are you
entitled to each year? Does this total
include Bank Holidays?
Lateness (what you are required to do if you are late)
Sickness (what you are required to do if you unwell)
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Notice of Termination After one month’s employment, an employee must give at least one week’s notice if he/she wishes to terminate their employment. Unless otherwise stated (in the terms and conditions of the contract of employment), this notice period stands throughout the period of employment. An employer must give an employee:
At least one week’s notice after one month’s employment
Two week’s notice after two years employment
Three week’s after three years, and so on up to 12 weeks after 12 years or more Minimum notice periods can be increased in the statement of terms and conditions of the contract of employment but cannot be lawfully decreased.
Task 5 – Notice Period
What is the notice period in your contract?
Remuneration
Remuneration is another term for employee pay. There are a number of ways a company might recompense an employee for work beyond a standard wage or salary. These methods of paying include offering benefit packages, health insurance and time off, among many others.
Basic remuneration is the employee's salary or wage, which may be calculated in several different ways. The employee may receive an hourly wage, and get paid specifically for hours worked.
Employees may get a salary or set amount of pay per month, twice monthly, bi-weekly or per year, no matter how many hours they work.
Some sales people work on a commission basis and may only make money if they sell products and/or services.
It is common practice for stylists to receive a basic salary with added commission based on the amount of money they have taken for the salon.
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Gross pay is the amount of wages or salary that is paid by an employer to an employee. The amount reflects the total amount of pay before any deductions of any type are made. Net pay is the remaining amount after deductions have been made from the gross pay.
Itemised Pay Statement Every pay statement must contain the following information:
amount of your wages before any deductions (gross wages) individual amount of any fixed deductions (such as trade union subscriptions) or the total amount
of these deductions if you are given a 'standing statement of fixed deductions' as detailed below individual amount of any variable deductions (for example tax) net amount of your wages (this is the total after deductions) amount and method for any part-payment of wage (such as separate figures of a cash payment and
the balance credited to a bank account)
Your employer might include additional information on your payslip which they are not required to provide, such as:
National Insurance number tax codes pay rate (either annual or hourly) additional payments like overtime, tips or bonuses, which
might be shown separately
Standing Statement of Fixed Deductions
If your employer does not set out any fixed deductions in your pay slip, they must give you a standing statement of fixed deductions.
This statement must:
be in writing state the amount and intervals at which the deduction is made contain the purpose or description of the deduction be given to you before your first payslip with the fixed deductions be updated at least every 12 months
If you don’t receive your full pay, you should check your payslip and contract of employment to see if they explain why you have not been fully paid. If there are any changes that affect your fixed deductions, your employer must give you written notice of the change or an amended statement.
If you have a problem with your payslip, first speak to your employer to see if you can sort out the problem informally. If this does not work, you might be able to make an application to an employment tribunal.
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Task 6 - Your Pay Statement
Look at your pay statement and enter the following information below:
Payment Method (including amount and method for any part-payment of wage)
Total Gross Pay
Deductions Fixed Deductions Variable Deductions
Total Net Pay
Thinking Point
What would you do if you thought your pay statement was incorrect? ? How did it make you feel? What did you do, or what would you have liked to do about it?
Page 15 of 60
Part 3
Basic Employee Rights Working Time Regulations and Minimum Wage
PART 3 Page
Task 7 – True or False? 17
Task 8 - Current National Minimum Wage Rates 18
Task 9 – Data Protection 19
Part 3 start date
Target date for completion
APPRENTICE – please fill in this table when you have completed Part 3 Date of actual completion
Guided Learning Hours Estimated time this part of the workbook should take you to complete
Hours Minutes
1 Hour
Actual time taken to complete this part of the workbook
Apprentice signature
Page 16 of 60
Working Time Regulations
Adult workers cannot be forced to work more than 48 hours a week on average - this is normally averaged over 17 weeks. You can work more than 48 hours in one week, as long as the average over 17 weeks is less than 48 hours per week.
If you are 18 or over and wish to work more than 48 hours a week, you can choose to opt out of the 48 hour limit. This must be voluntary and in writing. It can't be an agreement with the whole workforce.
If you decline to sign an opt-out, you shouldn't be sacked or ‘unfairly treated’ for example, by being refused promotion or overtime.
You can cancel your opt-out agreement whenever you want - even if it is part of your employment contract. However, you must give your employer at least seven days’ notice. This could be longer (up to three months) if you previously agreed this in writing with your employer. Your employer is not allowed to force you to cancel your opt-out agreement.
Example of opt-out agreement
I [name] agree that I may work for more than an average of 48 hours a week. If I change my mind, I will give my employer [amount of time - up to three months] notice in writing to end this agreement.
Signed ……...................................
Dated ……….................................
Working Hours
Young people (from school leaving age up to 18) can only work up to eight hours a day and up to 40 hours a week. Workers over 18 can choose to work longer but employers cannot make you. You must sign a written agreement for this.
Workers do not have to work more than an average of 48 hours each week. This applies to almost everyone working in the UK. Time that is not counted in working hours include
lunch breaks
travel to and from work
unpaid overtime that a worker chooses to do
Special conditions may apply to apprentices so check your Apprenticeship Agreement.
Page 17 of 60
Working Time Limits
A young worker cannot usually be made to work more than eight hours per day or 40 hours per week. These hours cannot be averaged over a longer period and you're not allowed to ignore these restrictions.
You'll only be able to work longer hours if you either need to:
keep the continuity of service or production respond to a surge in demand for a service or product
and provided that:
there is no adult available to do the work your training needs are not negatively affected
If you need to work longer than 40 hours a week, or you think your employer is unfairly asking you to work over this limit, contact your local Citizens Advice Bureau or the Pay and Work Rights helpline.
Task 7 – True or False? Highlight or tick the buttons on the left to show whether the statements below are true or false
True False
Men and women in the armed services are not covered by the Working Time Regulations
If a worker (over 18 years of age) opts out of the 48 hour working time limit this must agreed in writing with their employer
Since 2009, trainee doctors are covered by the Working Time Regulations
Workers aged 16 and 17 years of age may only work 8 hours a day
Page 18 of 60
National Minimum Wage (NMW)
There are different levels of NMW, depending on age and whether the worker is an apprentice.
Almost everyone who legally works in the UK is entitled to receive a minimum level of pay. This is called the national minimum wage. Any tips workers receive must be paid on top of the minimum wage. Employers cannot take money out of workers’ wages for things like equipment, protective clothing, or uniforms, if it reduces their pay to below the minimum wage. The amount for the minimum wage can change every October so check the Business Link website to see the latest rates using the link below. http://www.businesslink.gov.uk/bdotg/action/detail?itemId=1084914880&lang=en&type=RESOURCES
An apprentice who is over 19 and who has been in their apprenticeship for more than one year must be paid the national minimum wage rate for their age group. From 1st October 2010, an apprentice who is under 19 or in their first year of an apprenticeship must be paid the new Apprenticeship Rate of £2.50 per hour. This changes on 1st October 2012 to £2.65 per hour.
Employers who do not pay the correct minimum wage will be issued with an automatic penalty of up to £5,000 that will have to be paid even if the underpayment was a mistake. The most serious cases could result in an unlimited fine. In addition, employers are required to pay arrears to the worker on the basis of calculations made using the current minimum wage rate, even if this is higher than the rate at the time of underpayment.
Task 8 - Current NMW Rates
http://tinyurl.com/4bquops Click on the link above to find out the current NMW rates for the types of worker listed in the table.
Type of Worker Current NMW Rates Per Hour The main rate for workers aged 21 and over
The 18-20 rate
The 16-17 rate for workers above school leaving age but under 18
The apprentice rate: for apprentices under 19
19 or over
In the first year of an apprenticeship
Page 19 of 60
Call the helpline if
you want more help or advice about your working hours
you want to check that you are being paid the correct wage Calls to the helpline are free and in confidence. You can get help and advice in over 100 different languages. There is also a lot of helpful information on http://tinyurl.com/4zu4azx
Data Protection You will need to provide your employer with certain personal details when you start your job, and you should inform your employer if these change. Your employers will keep these details privately. There are also other pieces of information that will be held by your company that will be kept privately. These include details of customers and suppliers, such as prices, schedules and bills. It is important that you understand that there are certain pieces of information that you will not be able to see, and that there is information that you hold that you should not share with others. There are certain groups of people who can ask to see these details. If you are ever unsure about whether you should share information with other people, make sure that you check with your line manager.
Task 9 – Data Protection
Answer the following questions:
Do you have the right to see your own personal record?
Name two other groups of people who can access your records.
Whom should you inform if your personal details change?
Page 20 of 60
Part 4
Health and Safety
PART 4 Page
Task 10 - True or False? 21
Task 11 - Recognising the Onset of Dermatitis 24
Task 12 - RIDDOR 26
Task 13 - COSHH Symbols 27
Part 4 start date
Target date for completion
APPRENTICE – please fill in this table when you have completed Part 4 Date of actual completion
Guided Learning Hours Estimated time this part of the workbook should take you to complete
Hours Minutes
1 Hour
30 Mins
Actual time taken to complete this part of the workbook
Apprentice signature
Page 21 of 60
Health and Safety - Prior Learning You have already covered health and safety when you completed the Health & Safety Task 1. You only need to complete four tasks in this section.
Task 10 – True or False? Highlight or tick the buttons on the right to show whether the statements below are true or false.
It is the duty of every employee to: Yes No
Conduct themselves in a safe and healthy way and not expose themselves or others to risk
Cooperate with the employer in every way in providing a safe place of work
Obey safety rules
Bring hazards to the attention of the employer
Use machinery, dangerous substances etc. in accordance with training/instructions given
Advise the employer of any situation they consider to be a danger to health and safety
Notify their employer of any perceived shortcoming in their training/instruction regarding health and safety
Dermatitis
Up to 70 per cent of hairdressers suffer from work-related skin damage such as dermatitis at some point during their career - most cases are absolutely preventable.
It's simple to cut out dermatitis by using disposable gloves, drying your hands thoroughly and regularly moisturising to keep your hands healthy.
Hairdressers in a glove trial survey said:
80 per cent found the longer length, non-latex gloves comfortable to wear 74 per cent noted that they could still handle clients’ hair freely without snagging 62 per cent said they will wear the gloves for wet work in the future.
Page 22 of 60
One of the main causes of dermatitis is wet working. You are more at risk of developing it if you have your hands in contact with water for long periods of time in a day, over two hours for example, or if your hands are wet several times a day, say if you shampoo 10 clients a day or more. This is why hairdressers that spend their time doing a lot of the shampooing are at greater risk.
The other main cause of dermatitis is contact with the chemicals in hairdressing products, when shampooing, colouring or bleaching, perming or in the products you use for cleaning the salon.
There are several ways that your hands can come into contact with water and products:
Shampooing, colouring, bleaching and perming hair with bare hands
Handling equipment soaked in chemicals Touching contaminated clothing, tools or containers Splashing chemicals on to your skin when mixing or handling
them Aerosols and dust landing on your skin and on surfaces that you might touch
Under RIDDOR (Reporting of Injuries, Diseases and Dangerous Occurrences Regulations) Dermatitis is a reportable disease.
The use of the correct type of gloves and barrier creams can be significant factors in preventing dermatitis. It is important that the correct types of gloves are used as certain types, particularly the powdered latex gloves, have a higher risk of causing dermatitis. Gloves also need to be removed in such a way that water or chemicals do not drip down the cuff of the wearer.
The Health and Safety Executive HSE) webpage provides a graphic demonstration on how to correctly remove gloves. You can view this by going to
http://tinyurl.com/4zbth5x
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How to Prevent Dermatitis
Small steps to prevent dermatitis becoming a big problem.
1. Step 1
Wear disposable non-latex gloves when rinsing, shampooing, colouring, bleaching, etc.
2. Step 2
Dry your hands thoroughly with a soft cotton or paper towel.
3. Step 3
Moisturise after washing your hands, as well as at the start and end of each day. It's easy to miss fingertips, between fingers and wrists.
4. Step 4
Change gloves between clients. Make sure you don't contaminate your hands when you take them off.
Check Skin Regularly for Early Signs of Dermatitis
Look for dryness, itching and redness which can develop into flaking, scaling, cracks, swelling and blisters
If you think you may have dermatitis, report it to your employer Your employer may need to
refer you to an Occupational
Page 24 of 60
Task 11 – Recognising the Onset of Dermatitis
What would hands be like if there is a risk of dermatitis developing?
Good Hands Checklist
If you find any problems, tell your supervisor. Don’t just carry on working
Wash your hands after use, and before and after eating, drinking, smoking and visiting the toilet
Never clean your hands with concentrated cleaning products or solvents
Throw away single-use gloves every time you take them off
Check your skin regularly for dryness or soreness – tell your supervisor if these symptoms appear
Use skin creams provided
RIDDOR RIDDOR stands for Reporting of Injuries, Diseases and Dangerous Occurrences Regulations. These regulations place legal duties on employers, those who are self-employed or someone in control of work premises, to report and record some work-related accidents by the quickest means possible.
What is Reportable under RIDDOR?
Deaths
If there is an accident connected with work and the employee, or self-employed person working on the premises, or a member of the public is killed, the employer must notify
Page 25 of 60
the enforcing authority without delay. They can either telephone the Incident Contact Centre (ICC) on 0845 300 99 23 or complete the appropriate online form (F2508) on the HSE’s website http://www.hse.gov.uk/
Major injuries
If there is an accident connected with work and the employee, or self-employed person working on the premises sustains a major injury, or a member of the public suffers an injury and is taken to hospital from the site of the accident, the employer must notify the enforcing authority without delay by telephoning the ICC or completing the appropriate online form (F2508) on the HSE’s website.
Reportable major injuries are:
Fracture, other than to fingers, thumbs and toes Amputation Dislocation of the shoulder, hip, knee or spine Loss of sight (temporary or permanent) Chemical or hot metal burn to the eye or any penetrating injury to the
eye Injury resulting from an electric shock or electrical burn leading to
unconsciousness, or requiring resuscitation or admittance to hospital for more than 24 hours
Any other injury leading to hypothermia, heat-induced illness or unconsciousness, or requiring resuscitation, or requiring admittance to hospital for more than 24 hours
Unconsciousness caused by asphyxia or exposure to harmful substance or biological agent
Acute illness requiring medical treatment, or loss of consciousness arising from absorption of any substance by inhalation, ingestion or through the skin
Acute illness requiring medical treatment where there is reason to believe that this resulted from exposure to a biological agent or its toxins or infected material.
Reportable over-three-day injuries
If there is an accident connected with work (including an act of physical violence) and an employee, or a self-employed person working on your premises, suffers an over-three-day injury the employer must report it to the enforcing authority within 10 days.
An over 3-day injury is one which is not "major" but results in the injured person being away from work OR unable to do their full range of their normal duties for more than three days. The employer can notify the enforcing authority by telephoning the Incident Contact Centre on 0845 300 99 23 or completing the appropriate online form (F2508) on the HSE’s website.
Page 26 of 60
Reportable diseases
If a doctor confirms that an employee suffers from a reportable work-related disease, the employer must report it to the enforcing authority.
Reportable diseases include:
Certain poisonings Some skin diseases such as occupational dermatitis, skin
cancer, chrome ulcer, oil folliculitis/acne Lung diseases including occupational asthma, farmer's lung,
pneumoconiosis, asbestosis, mesothelioma Infections such as leptospirosis, hepatitis, tuberculosis;
anthrax, legionellosis and tetanus Other conditions such as: occupational cancer; certain
musculoskeletal disorders; decompression illness and hand-arm vibration syndrome.
Task 12 – RIDDOR What does RIDDOR stand for?
What FOUR types of injuries, disease and dangerous occurrences must employers report?
1.
2.
3.
4.
COSHH - Control of Substances Hazardous to Health Regulations
The COSHH regulations require employers to assess all products that are stored, used or handled which contain hazardous substances, and then bring the assessment to the attention of all employees.
An employer needs to obtain proper health and safety data from the manufacturers and suppliers of these products and then consider whether the salon’s use and storage arrangements comply with the recommendations.
There are also requirements to control the use of these hazardous substances, so simply carrying out the assessment may not be sufficient in itself. One useful aid to hairdressers is a booklet that has been produced in conjunction with a number of manufacturers of hairdressing products, and this goes a long
Page 27 of 60
way towards tackling the COSHH Assessment. This booklet is called `A Guide to the Health and Safety of Salon Hair Products' and can be obtained from a number of Hairdressing Product Manufacturers.
Some Health Effects from Exposure to Hazardous Substances
Dermatitis (a general term meaning inflammation of the skin)
There are two types of dermatitis. Irritant contact dermatitis results from contact with irritant substances, such as water and detergents in shampoo. Allergic contact dermatitis occurs when a person develops an allergic response to a chemical.
Asthma (a respiratory disease, which narrows the air passages and results in
breathing difficulties) Chemicals used in hairdressing may aggravate pre-existing asthma or cause occupational asthma.
Cancer Hairdressers may be exposed to chemicals that are suspected of causing cancer. There is limited and inconsistent data to support this.
Task 13 - COSHH Symbols
Find an example of a product or substance found in your salon that would have this symbol
List the precautions to be taken when using a product or substance that carries this warning
Find an example of a product or substance found in your salon that would have this symbol
List the precautions you must take when using a product or substance that carries this warning
What does COSHH stand for?
Page 28 of 60
Part 5
Hairdressing Career Pathways and Industry
Structure
PART 5 Page
Task 14 – My Top Hairdressers 30
Task 15 – Happiest at Work 33
Task 16 – Continuing Professional Development 37
Task 17 – Enhancing Your Career 37
Task 18 – Internal Sources For Information and Advice 38
Task 19 – External Sources For Information and Advice 38
Task 20 - Industry Organisations 39-40
Task 21 - Organisation Structure Flow Chart 41
APPRENTICE – please fill in this table when you have completed Part 5 Date of actual completion
Guided Learning Hours Estimated time this part of the workbook should take you to complete
Hours Minutes
2 Hours
Actual time taken to complete this part of the workbook
Apprentice signature
Part 5 start date
Target date for completion
Page 29 of 60
Famous British Hairdressers
There are a number of famous hairdressers in the UK. Increasingly, well known names in hairdressing such as Nicky Clarke, Toni and Guy, Trevor Sorbie and Charles Worthington bring out their own range of hair products and these are then advertised promoting the name of that hairdresser to the general public. Hair products and equipment are big business and there are always a new shampoo, serum, or straighteners coming onto the market.
From the 1950s onwards names such as Teasie Weasie and Vidal Sassoon achieved fame across the western world for their unique takes on styling. Teasie Weasie, or Raymond as he was also known, was famed for his perms and for styling hair for both women and men.
Vidal Sassoon (left) was the inventor of the geometric cut as worn by designer Mary Quant in the 1960s. The geometric cut was very new at the time and since its creation has returned to the pages of fashion magazines time and again.
(Below – Vidal Sassoon receives his CBE from the Queen)
Page 30 of 60
Some of today’s famous hairdressers can be seen giving make-overs on daytime television while others prefer to wait for recognition from within the industry by entering competitions such as Trend Vision and the notable British Hairdressing Awards (BHA). Today’s top hairdressers have got to where they are because of their superior hairdressing skills, passion and their willingness to work very, very hard.
Since 1985, hairdressers who have won the same BHA award three times are inducted to the Hall of Fame. John Frieda, Andrew Collinge, Trevor Sorbie, Lisa Shepherd, Anthony Mascolo, Errol Douglas and Claire Rothstein are just some of the amazing hairdressers featured.
Use the link below to go to the British Hairdressing Awards website to see who’s hot and their stunning collections http://tinyurl.com/46b2tq6
Task 14 – My Top Hairdressers Look on websites and through trade or fashion magazines to decide which stylists’ work you most admire. Write their names and where they work in the table below.
Names of favourite hairdressers Salon they work in
1.
2.
3.
4.
5.
Thinking Point
Why do you think so few famous hairdressers are female? ? How did it make you feel? What did you do, or what would you have liked to do about it?
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Facts About Your Industry
The annual turnover is £5.25 billion, not including spa therapy. With spa therapy it is £6.4 billion. (2006)
There are about 250,000 hairdressers in the UK.
Clients make approximately 420 million visits per year across the hair and beauty industries.
90% of people in the industry are female and 10% are male across the entire industry (hair, beauty, nails and spa) but in hairdressing, almost one in four is now male.
74% of owners/managers are female, 26% are male.
The industry is dominated by small salons:
93.5% have 1-10 employees 6.4% have 11-59 employees 0.1% have 50-199 employees 0% have 200 or more employees.
The hair and beauty industry is a growing business in the UK: Hair Salons: 35,704 African Caribbean hair salons: 302 Barbering: 2,967 Nail bars/technicians: 1,512 Beauty salons/consultants: 13,107 Beauty therapists (mobile): 947 Spas: 400
The number and levels of qualifications held by hairdressers are increasing:
2.9% have a degree 8.5% have Level 4 5% have A-Levels 37.8% have Level 3 35.3% have Level 2 18.3% have below Level 2 or none.
Most of those employed in the industry work full-time: 9.3% are managers 62.6% are hairdressers and barbers 19.3% are beauty therapists or related job roles 30.8% are employed full time 27% are employed part-time The rest work flexible hours/school shift hours.
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Working in the Hairdressing Industry
Becoming a hairdresser is hard work. You start at the bottom and work your way up - there are no short cuts. Hairdressing is not a job for people who believe they can get to the top overnight. The hours are long and sometimes unsociable, but the rewards more than make up for it.
There are not many careers that offer the chance to be creative and try out new things every day. A high proportion of the salon owners who work with ITS Ltd are young employers, still in their twenties, who have worked
hard, achieved qualifications and now employ their own staff. Some go on to become trainers themselves and pass on their skills and experience to new learners.
To be ‘qualified’ most employers expect stylists and technicians to have achieved a Level 3 Diploma/NVQ in Hairdressing. The industry is very competitive and in addition to qualifications, hard work and talent will determine how far you go but only a handful of hairdressers make it to the top.
There are many opportunities for trained stylists, such as seminars, shows, competitions and specialist and refresher courses to further their career and increase their earning potential.
Thinking Point
What impact will the aging population have on the range of services offered by salons? How will the aging population and the raising of the participation age to 18 affect salon owners recruiting new staff? ? How did it make you feel? What did you do, or what would you have liked to do about it?
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A survey carried out by City and Guilds declared that British hairdressers are the second happiest people at work!
Hairdressers are the second happiest workers in the UK with an average happiness level of just over 80%
Just under half (46 per cent) of the UK's hairdressers claim to be happier than they were a year ago and 1 in 3 (34 per cent) have the highest possible happiness level of 10 out of 10
This is primarily due to having better relationships with colleagues, which a staggering two thirds (68 per cent) of hairdressers claim have improved in the last year
In addition to good relationships with colleagues, hairdressers also value the fact that they have an interest in what they do for a living, which 100 per cent of hairdressers believe is important to on-the-job happiness
80% of hairdressers would recommend their employers to a friend
Task 15 – Happiest at Work Why are hairdressers so happy in their work? Provide three suggestions in the table below.
1.
2.
3.
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Hairdressing Qualifications and Progression Routes
BSc (Honours) Salon Management
Foundation Degree in Salon Management
Level 3 Hairdressing Certificate in assessing vocational achievement PTLLS*
Level 2 Hairdressing
Level 1 Hairdressing
*Preparing to Teach in the Lifelong Learning Sector
Higher National Diploma (HND) in Hairdressing
and Salon Management
Level 4 Salon Management
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You can find out more about Apprenticeships, qualifications and progression routes by visiting the Habia (Hairdressing and Beauty Industry Authority) website www.habia.org and clicking on training and skills. There is a link in the apprenticeships section that will take you straight to Habia apprenticeship website.
Most hairdressers start out as a trainee or part of the 'support crew'. This mostly involves quite menial but important work such as sweeping up hair, making refreshments, keeping the salon clean and tidy and running errands.
Levels 1 to 3
Level 1 is the entry level for budding hairdressers who are often still at school. Level 2 involves more responsibility, requiring the use of chemicals and to work unsupervised. Level 3 covers more advanced technical skills and is a preparation for greater responsibility.
Level 4 Salon Management
There are two qualifications at level 4. The HND in Hairdressing and Salon Management includes hairdressing skills such as hair and scalp disorders and colouring and perming as well as management topics like Marketing and Information Technology. The Level 4 Salon Management does not include any hairdressing skills and includes Financial Management, Leading Teams and Individuals and Sales and Marketing.
Foundation Degree in Salon Management
The Foundation Degree in Salon Management was developed to meet the growing demand for skilled and resourceful salon managers in an expanding industry. It provides a sound foundation in business and management principles and at the same time provides for the development of those specific skills and knowledge that are essential for a successful career in Salon Management today including Managing Your Staff, Knowing the Market and Legal Requirements for Running a Salon.
BSc (Honours) Salon Management This is the highest level qualification for hairdressers which includes Supplier Relationships, Economic Environment, Operational Management and Innovation and Change amongst other topics.
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Once qualified, there are a number of options to work in the following areas:
Artistic Director (or team member) Consultancy Company Training Cruise Liners Freelancing Health Clubs and Resorts Hotels, Airlines and Airports Hospitals/Care Homes Her Majesty’s Prison Service Mobile Hairdressing Television and Film Industry Teaching (Trainer/Assessor) Salon Management
You could also choose to diversify into men’s hairdressing, African Caribbean hairdressing, salon technician, reception work, wig dressing and so on.
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Continuous Professional Development (CPD) Constant updating of skills is vital to success in any industry. This is especially true in industries like hairdressing. Continuing Professional Development (CPD) is about keeping up to date with the latest treatments, products, techniques, equipment and business developments. Your reputation as a professional is not only important to you, but is essential to your clients, colleagues and employer. Keeping your knowledge, expertise and skills up-to-date is a key aspect of ensuring your continued excellent reputation as a professional practitioner.
Habia has developed a Continuing Professional Development website which explains what CPD is, how to find out about approved courses and how to make it work for you.
If you are able to log on to the internet, use the link below to view or download Habia’s guidance about CPD.
http://tinyurl.com/4uuz5l8
Task 16 – The Importance of CPD Why is CPD important to all hairdressers? Write your answer in the space below.
If you are able to log on to the internet, use the link below to view advice about adding new dimensions to your career.
http://tinyurl.com/2bcrovr
Task 17 - Enhancing Your Career What particular skills are needed to join an artistic team? Write your answer in the space below.
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Sources of Information and Advice for the Hairdressing Industry
Task 18 - Internal Sources for Information and Advice Highlight or tick the buttons on the right to confirm you have read/used each of the sources listed below: Internal Sources
Notice boards
Health and safety law poster
Manufacturers’ instruction leaflets/manuals and shade charts
Company Handbook / Work Rules
Your ILJ (Individual Learner Journey)
Your progress reviews and visit logs
Your Logbook
Your Learning Log
Your colleagues
Task 19 External Sources for Information and Advice Highlight or tick the buttons on the right to confirm you have read/used each of the sources listed below: External Sources
Trade press (e.g. Hairdressers’ Journal)
Fashion magazines (e.g. Vogue)
National and local newspapers
Directory Enquiries
City & Guilds website
Habia website
Health and Safety Executive (HSE) website
Local Authority website
Manufacturers/representatives of hairdressing products and equipment
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Industry Organisations If you are able to log on to the internet, use the link below to view the following websites.
http://www.habia.org/ http://www.haircouncil.org.uk/ http://www.fellowshiphair.com/ http://www.nhf.info/
Task 20 – Industry Organisations
Habia Who is the Chief Executive of Habia?
Where is Habia based?
What is Habia’s role/purpose?
Hairdressing Council UK When was the Hairdressing Council set up?
Where is the Hairdressing Council based?
What is the Hairdressing Council’s role/purpose?
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Fellowship for British Hairdressing Who is the Fellowship’s president?
Where is the Fellowship based?
What is the Fellowship’s role/purpose?
National Hairdressers’ Federation Give THREE services that NHF members receive
1)
2)
3)
Where is the NHF based?
What is the role/purpose of the NHF?
Trade Unions
Trade unions are of a group of employees formed to bargain with the employer. In the UK, every worker has the right to belong to a trade union.
Up until 1969, there was the Irish Union of Hairdressers and Allied Workers until it merged with the Transport and General Workers’ Union. It changed its name to Unite and with over 1.5 million members, is the largest trade union representing workers in Britain and Ireland.
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Task 21 – Organisation Structure Flow Chart
Draw a flow chart that shows the roles and responsibilities of staff working within your salon.
Salon Name _________________________________
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Part 6
Grievance Procedure
PART 6 Page
Task 22 – Letter to your employer 44
Task 23 – Prepare for the meeting 46
Part 6 start date
Target date for completion
APPRENTICE – please fill in this table when you have completed Part 6 Date of actual completion
Guided Learning Hours Estimated time this part of the workbook should take you to complete
Hours Minutes
1 Hour
Actual time taken to complete this part of the workbook
Apprentice signature
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Grievances Grievances are concerns, problems or complaints that employees raise with their employer. There is no legally binding process that you and your employer must follow when raising or handling a grievance at work. However, there are some principles you and your employer should observe and it should be a simple process that is conducted in confidence, without malice. These principles are set out in the ACAS (Advisory, Conciliation and Arbitration Service UK) guide called ‘Discipline and Grievances at Work’. You can view this guide by using the link below. http://tinyurl.com/yae48c9
Try to sort out your problem informally
Try talking with your employer informally before raising a formal grievance, to see if that helps.
Problems you might want to raise with your employer could involve:
your terms of employment your pay and working conditions disagreements with co-workers discrimination not getting your statutory employment rights
If you tried to resolve your grievance informally and this approach did not work, you should raise the matter formally. You should do this using your employer’s formal procedures for grievances.
Your employer should put their grievance procedures in writing. You should be able to find these in one of the following:
company handbook employment contract
At the very least your employer must give you in writing the name of the person that you can apply to, to seek redress (put the matter right).
Your employer’s grievance procedure is likely to include the following steps:
writing a letter to your employer setting out the details of your grievance
a meeting with your employer to discuss the issue the ability to appeal your employer's decision
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Writing to your employer
As soon as you believe you have a grievance, you should write to your employer giving details of your grievance. You may find it helpful to say in your letter how you would like your employer to resolve the problem. You should make sure your letter is dated and that you keep a copy.
Task 22 – Letter to Your Employer
Imagine that you have a grievance about how you have been asked to stay late on three occasions. Despite trying to talk to your employer about this after the second time it happened, you were asked to stay late yesterday.
The letter to your employer has been started - you need to complete the letter which should include how you would like your employer to resolve the problem. Don’t forget to write the date in and sign at the end of the letter.
Date _______________________
Dear <name of employer>
Being Asked to Stay Late
I spoke with you last Wednesday about how unhappy I am about having been asked to stay
and work beyond my normal working hours on two separate occasions. I explained that my
bus runs only every hour and that if I miss the one that comes at 6.10 pm I have to wait
until 7.10 pm for the next bus so I don’t get home until 8.00 pm.
Yesterday, I was asked to stay late again even though I had explained this to you last
Wednesday.
I would be grateful if ...
Yours sincerely
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Meeting With Your Employer
Your employer should arrange an initial meeting at a reasonable time and place to discuss your grievance.
Gather your thoughts before the meeting. Don't be afraid to write down what you want to say - there is nothing wrong with reading this out at the meeting.
It is up to your employer to decide how the meeting will run. They will normally go through the issues that have been raised and give you the opportunity to comment.
The main purpose of the meeting should be to:
establish the facts find a way to resolve the problem
If at the meeting it appears that further investigation is needed, your employer should consider pausing the meeting and arrange to finish it at a later date.
You have a statutory (legal) right to take a companion to the meeting with you. To exercise this right, you must make a request to your employer that someone comes with you.
Your companion may be:
a colleague a trade union representative a trade union official
If no colleague can accompany you, and you are not a trade union member, ask if you can bring a family member or a Citizens Advice Bureau worker. Your employer does not have to agree to this unless your employment contract says that they must. However, it can still be worth asking and explaining why you feel it would be helpful.
Your companion can:
present and/or sum up your case speak on your behalf speak to you during the hearing
However, your companion cannot answer questions on your behalf. Companions are protected from unfair dismissal or other mistreatment for supporting you, which is important if they are a work colleague.
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Task 23 – Prepare For The Meeting
Imagine that the meeting to discuss your grievance with your employer has been arranged. In the space below make some headings that will help you to remember all you want to say at the meeting.
Headings - Prompts for Meeting
During the meeting, try to remain calm and composed so that you can put across your views clearly. Put on your “I’m not nervous at all” face. If you feel unable to speak, remember your companion can speak on your behalf.
Before you go into the meeting check that you have your notes and take some deep breaths to calm any nerves.
After the meeting your employer should, without unreasonable delay, write to you with their decision. They should set out, where appropriate, what action they intend to take to resolve the grievance.
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Part 7
Disciplinary Problems
PART 7 Page
Task 24 - Disciplinary Rules 48
Task 25 - Misconduct 49
Part 7 start date
Target date for completion
APPRENTICE – please fill in this table when you have completed Part 7 Date of actual completion
Guided Learning Hours Estimated time this part of the workbook should take you to complete
Hours Minutes
1 Hour
Actual time taken to complete this part of the workbook
Apprentice signature
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Disciplinary Problems Your statement of terms and conditions for employment should include or refer to your company’s grievance procedure.
Procedures As an employee, you have the right to the details of company disciplinary and grievance procedures including:
Any disciplinary rules which apply to you
The names of the people to whom you can apply, and how an application can be made, if you wish to raise a grievance
The names of the people to whom you can apply, and how an application can be made, if you are unhappy with any disciplinary decision
The processes that follow on from making an application a grievance or an appeal There are minimum procedures that must be followed for disciplinaries and grievances, otherwise an employment tribunal may judge any decisions made as “automatically unfair”. You will usually have the right to be accompanied by a fellow worker or union representative when attending disciplinary or grievance hearings, even if you are not a member of a trade union.
Task 24 – Disciplinary Rules
Where can you find out about your salon’s disciplinary rules and how they apply to you?
Fair and Unfair Dismissal For a dismissal to be fair, the employer must show that there is a “substantial reason” to justify their actions, such as:
Issues with the employee’s conduct
Issues related to the employee’s capability or qualifications for the job
Issues that have made the position redundant
Statutory duties or restrictions that prohibit continuing employment
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Dismissals are classed as “automatically unfair” if an employer tries to breach specific employee rights in the following areas:
Pregnancy – and all reasons relating to maternity
Family reasons – including parental leave, paternity leave, and time off for dependents
Trade union membership – including acting as an employee representative
Discrimination
Pay and hours of work – including the Minimum Wage and the Working Time Regulations After one year’s continuous employment, employees gain the right to make a complaint to an employment tribunal if they feel that they have been dismissed for an unfair reason that is not covered in the areas above. Complaints about unfair dismissal must usually be received by an employment tribunal within three months of the contract termination. If the employment tribunal finds that the dismissal was unfair, it can order one of the following remedies:
Reinstatement
Re-engagement
Compensation Employees who are dismissed after at least one year’s continuous service are entitled to receive a written statement of reasons for dismissal on request.
Task 25 - Misconduct
Give THREE examples of misconduct that could lead to dismissal
1.
2.
3.
“We’ve been sacked!”
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Part 8
Social Responsibility and Issues of Public Concern
PART 8 Page
Task 26 – Consumer Rights 52
Task 27 – Minimising Cross-infection 54
Task 28 - Writing a Letter Following a Complaint 56
Task 29 – True or False? 58
Part 8 start date
Target date for completion
APPRENTICE – please fill in this table when you have completed Part 8 Date of actual completion
Guided Learning Hours Estimated time this part of the workbook should take you to complete
Hours Minutes
1 Hour
30 Mins
Actual time taken to complete this part of the workbook
Apprentice signature
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Consumer Protection and Awareness
All salons are involved in trading goods by selling services and retail products. There are laws that state all packaging and labelling must be both clear and honest. If customers are mislead in any way it is a criminal offence under the Consumer Protection from Unfair Trading Regulations 2008 which repealed and replaced most of the Trade Descriptions Act. There are other laws which regulate the way in which goods are labelled, covering, for example, details of their composition or price.
The responsibility for respecting these laws generally lies not only with the manufacturers of the goods for sale but also with those selling them.
Product Labelling and Packaging - Special Rules for Retailers
Under the Price Marking Order 2004, all retailers must:
Display clearly the price of goods Display the unit price of goods sold loose Use metric measures for unit pricing - note that some products can
still be sold in imperial units (such as pints of beer and cider) and you can still provide the imperial measurement for other products providing you also give the metric equivalent
Price in sterling Include VAT and any other taxes
Consumer Awareness
Consumer awareness is about making the consumer aware of his/her rights. It is a marketing term which means that consumers are aware of products or services and their characteristics. Though the first consumer movement began in England after the Second World War, a modern declaration about consumers’ rights was first made in the United States in 1962, where four basic consumer rights (choice, information, safety and to be heard) were recognised. In 1985, the United Nations adopted guidelines to achieve protection for consumers and to establish high level ethical conduct for those engaged in production and distribution of goods and services.
High prices, duplicate articles, underweight and under-measurements, rough behaviour, undue conditions and artificial scarcity are just some of the ways consumers are exploited by retailers.
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Task 26 – Consumer Rights
List FIVE requirements for the labelling and packaging of retail goods
1.
2.
3.
4.
5.
Local Authority Registration
Most Councils require hairdressing and beauty therapy salons and barbers to be registered with the Local Authority.
Following the application, an Environmental Health Officer will visit the premises to check (in addition to general health and safety issues) that standards meet the Authority’s Byelaws:
The structure is suitable, in good repair and can be thoroughly cleaned/disinfected
Furniture and equipment is cleansable Protective clothing, towels, cloths are suitable and clean Combs, brushes and other instruments are disposable or thoroughly
cleansed/disinfected where necessary Waste, including sharps/clinical waste, is disposed of correctly.
Following the initial registration, the premises will be risk-rated to determine the frequency of follow-up health and safety inspections.
Business Waste and the Law
Businesses have a number of legal obligations regarding the waste which is produced, which if not adhered to can result in a fine.
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Business waste can be anything that commerce or industry produces that they want or need to have removed. This includes materials destined for further use. It is estimated that 180 million tonnes of waste are produced by commerce and industry each year. Members of the public can report nuisance business waste to the local authority, as they have a legal duty to deal with the problem (in relation to certain types of land to which the public has access). If the local authority has not responded to the complaint, an application can be made to the Magistrates’ Court for a ‘Litter Abatement Order’. Non-compliance with this order can lead to prosecution by a local authority or the Environment Agency.
Transmission of Infections and Infestations
There is potential in hairdressing to transmit infections such as Hepatitis B, ‘flu, HIV and Ringworm as well as infestations such as Pediculosis Capitis (head lice).
Suitable precautions must be taken to eliminate the potential for such a risk to occur.
The risks of cross-infection must be fully assessed in accordance with Reg.3 (1) of the Management of Health and Safety at Work Regulations 1999. Salons must provide an effective means of sterilisation and/or disinfection of tools such clippers, scissors, combs and brushes as well as floors, surfaces, furniture and protective equipment.
If You Cut Yourself:
Excuse yourself from the client
Apply pressure to the wound using a wad of tissue or cotton wool pad to stop the bleeding
Cover the cut
Dispose of the soiled tissue or cotton wool by wrapping it in a bag and placing in the bin
Wash your hands
Resume the service
If You Cut a Client:
Apologise!
Give the client to place pressure on the wound to stop the bleeding (you do not do this yourself)
Ask the client to drop the soiled waste into a bag and dispose of it in the bin (you should not touch the soiled waste)
Apply a dressing if necessary
Wash your hands
Resume the service
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Cleaning up a Blood Spillage:
If you need to clean up blood on a surface, tools or floor you should:
Put on gloves
Pour neat household bleach onto the spillage
Mop up the blood using a wad of tissue or cotton wool pad
Drop the soiled waste into a bag
Dispose of the bag in the bin
Wash your hands
Checklist for Reducing Risks:
Wash your hands before and after eating, and after using the toilet
Keep all tools free of hair and scrupulously clean - store in disinfectant (e.g. Barbicide) or an Ultra Violet cabinet (pictured) when not being used
NEVER put clips, pins, grips etc. in your mouth
If you drop a comb on the floor, wash it before re-using
All towels should be laundered after use – not just dried
Hair clippings should be swept away as often as is necessary to keep the floor as hair free as possible
Routinely clean all surfaces, furniture and floors
Task 27 – Minimising Cross-infection
How would you clean these items to minimise the risks of cross-infection?
Scissors
Clippers
Towels and Gowns
Combs
Chairs
Basins
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Air Quality Management
The quality of the air we breathe can affect our temperament as well as our health and well-being. Salons that do not have adequate ventilation can get ‘stuffy’ in the colder months when windows are not open to allow air to circulate.
Workplace Air Quality Checklist:
Do strong odours linger for more than 10 minutes?
Can strong odours be detected at a distance from the source (i.e. the other side of the salon)?
Do you still smell product odours when you open up in the morning?
Do the walls ever “sweat” with moisture or the windows become foggy?
Do clients complain of offensive odours?
Do you ever have to open the window or door because the odours become too strong? If you answered yes to one or more of the above questions, the salon’s ventilation is probably inadequate.
Customer Complaints
Every business has to deal with situations in which things go wrong from a customer's point of view.
However you respond if this happens, do not be dismissive of your customer's problem - even if you are convinced that the salon is not at fault. Although it might seem contradictory, a customer with a complaint represents a genuine opportunity for your business:
If you handle the complaint successfully, your client is likely to prove more loyal than if nothing had gone wrong
People willing to complain are rare - your complaining client may be alerting you to a problem experienced by many others who silently took their custom elsewhere
Complaints should be handled courteously, sympathetically, and above all, swiftly. Salons need an established procedure for dealing with client complaints and all staff should know what that is. At the very least it will involve:
Listening sympathetically to establish the details of the complaint Recording the details together with relevant material, such as a
sales receipt or damaged goods Offering rectification - whether by repair, replacement or refund Appropriate follow-up action, such as a letter of apology or a
phone call to make sure that the problem has been made good
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If a salon is proud of the way it rectifies problems (by offering no-questions refunds, for example) clients need to know about it. Your salon’s method of dealing with client problems is one more way to stay ahead of competitors.
Task 28 – Writing a Letter Following a Complaint
You receive this letter of complaint from a client.
I came to your salon last Wednesday to have highlights and I’m very
disappointed with them.
My hair looks as if it has been bleached all over and my boyfriend thinks it
looks awful.
Is there anything you can do?
Yours sincerely,
Caroline Frost
Write your response to this letter in the space below:
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Professional Consultations
A visit to the hairdressers should be a real treat, not a real nightmare and clients suffering injuries like scalp damage, baldness and burns can claim compensation. Amazingly, UK hairdressers are not regulated – anyone can open a salon and call themselves a hairdresser. In other European Countries hairdressers must have a professional qualification, be registered and are regularly monitored. Here in the UK registration the Hairdressing Council is voluntary and currently fewer than 10% of hairdressers in Britain have registered. Many experienced hairdressers in this country are now calling for tighter regulation in their industry to reduce the amount of injuries inflicted by 'cowboy' hairdressers. Hairdressing injuries can happen because of the use of chemicals contained within bleaching, colouring, straightening and perming products. In inexperienced and careless hands these chemicals can cause anything from minor burns to serious and permanent injuries. Failing to carry out professional consultations could lead to a disastrous outcome for the client and your salon’s reputation. Some manufacturers recommend testing is undertaken as part of the consultation and if the manufacturers' instructions are not adhered to, your insurance cover may be invalidated.
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Task 29 – True or False?
Yes No
Injury law firms can help clients with compensation claims
Hairdressing in the UK is not regulated
Less than 10% of hairdressers are registered
If it can be proven that manufacturers’ instructions were not followed properly, the salon’s insurance could be invalidated
Congratulations!
You have finished the Employment Rights and Responsibilities workbook!
Make sure that you have completed the boxes at the front of each section and the evaluation on the last page.
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GLOSSARY OF TERMS Accessible Easy to reach or understand; friendly
Arrears Paid only after some work has been done or after a period of time
Asphyxia Suffocation caused by a blockage of the airway or by breathing poisonous gases
Civil proceedings Legal proceedings brought by an individual or organisation
Commission In hairdressing, commission is an extra payment; usually a percentage of takings or goods sold
Deductions Payments deducted (taken) from salary or wages; usually for Tax, National Insurance and sometimes pension
Discriminatory Treating someone unfairly
Employment Tribunal A special court of law which hears employment related cases
Enforcing Authority The Health and Safety Executive, local authorities or fire enforcement bodies
Ethical To behave or think in a way that is socially acceptable or expected
Gender reassignment Where a male has had treatment to become a female or a female has had treatment to become a male
Geometric Straight lines or simple shapes
Grievance Reason to complain
Incapacity Unable to do something
Malice Wanting to cause harm or pain to someone
Menial Unskilled; boring; basic
Offender Someone who has been found guilty of committing a criminal offence
Perceived shortcoming Noticeable weakness
Recompense To pay or reward somebody; to give compensation
Recruitment The process of finding, interviewing and employing someone for a particular job
Re-engagement When an employee is allowed to go back to work after a dismissal to do the same or another job with for that employer
Rehabilitation Helping somebody return to normal life
Reinstatement Getting your old job back
Repealed To undo or officially end something such as a law
Resuscitation To revive someone who is unconscious or appears to be dead
Salary Payment for work done; usually paid monthly
Scarcity Not enough; a shortage
Statutory Controlled by a law or Act of Parliament
Surge Rush forward
Terminate/termination (of employment)
End of employment
Toxins Poisons
Wage Payment for work done; usually paid hourly, daily or weekly
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Workbook Evaluation To be completed by the learner
What new things have you learnt from doing this workbook?
What do you now know about your rights?
_______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________
What do you now know about your responsibilities?
______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________
Which parts did you find most interesting or useful?
______________________________________________________________________________________ ______________________________________________________________________________________ ______________________________________________________________________________________
To be completed by the Assessor
Comments
Assessor Signature: Date:
