Ch. 3 Communicating for Success

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May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

CHAPTER 3

COMMUNICATING

FOR SUCCESS

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

Explain communicating for success.

Practice communication skills.

Conduct the client consultation.

Handle communication barriers.

Follow guidelines for workplace communication.

01

02

03

04

05

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

Beauty professionals should study
and have a thorough understanding
of communicating for success
because:

● Effective communication fosters a

positive team environment.

● Learning how to communicate

effectively can help beauty
professionals improve retail sales.

● Effectively expressing ideas is a

necessary skill for career
advancement.

Multiple Choice

Beauty professionals should study and have a thorough understanding of communicating for success for all of the following reasons EXCEPT:

• Effective communication fosters a positive team environment.

• Good communication skills, although increasing workplace conflict, better prepare workers to deal with it.

• Learning how to communicate effectively can help beauty professionals improve retail sales.

• Effectively expressing ideas is a necessary skill for career advancement.

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

PRACTICE

COMMUNICATION

SKILLS

• Respond instead of reacting.

• Believe in yourself.

• Talk less, listen more.

• Be attentive.

• Take your temperature.

WORKPLACE COMMUNICATION

Multiple Choice

Which of the following is NOT one of the practical steps for effectively communicating in the workplace?

• React instead of responding.

• Believe in yourself.

• Talk less and listen more.

• Be attentive.

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

THE GOLDEN RULES OF COMMUNICATION

PROFESSIONAL DEMEANOR

SMILE

BODY LANGUAGE
● Do not cross your arms when

listening to clients or team
members

LISTEN

SPEAK CLEARLY

GRAMMAR MATTERS

Blend Images/Shutterstock.com

Multiple Choice

Not crossing your arms when listening to clients or team members is an example of ________.

• being aware of your body language

• always remembering that listening is the best relationship builder

• using correct English

• speaking clearly and loudly enough for people to hear

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

• Words

• Voice inflections

• Facial expressions

• Body language

• Visual tools (portfolio, look book, etc.)

EFFECTIVE COMMUNICATION

THE IMPORTANCE

OF EFFECTIVE

COMMUNICATION

Anastasia Mdivanian/Shutterstock.com

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

THE CLIENT
INTAKE FORM

• Contact information

• Products used

• Hair/nail/skin care needs

• Preferences

• Lifestyle

• Medications

• Medical issues or disorders

• Allergies or sensitivities

CLIENT INTAKE FORM

(continues)

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

THE CLIENT
INTAKE FORM

• Services received

• Results

• Formulations

• Products used or purchased

• Allergies or sensitivities

SERVICE RECORD CARD

RELEASE STATEMENT

LEGAL DOCUMENTS

The Service Record Card is intended for the

COSMETOLOGISTS use, not the client.

Multiple Choice

Which of the followings NOT true of the service record card?

• It is the client's permanent progress record of services received.

• It is completed by the beauty professional performing the service.

• It is intended for the client's use.

• It is updated with each client visit.

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

• From the moment a new client calls

• 15 minutes prior to appointment

WHEN

HOW TO USE
THE INTAKE

FORM

HOW OFTEN

• With any significant changes

Multiple Choice

When should the client intake form be started?

• the moment a new client calls to make an appointment

• the moment the new client comes in for the first visit

• the moment the new client's first services are completed

• the moment the new client requests a second appointment

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

Rally Robin

What are the golden rules of

communication?

(With your Shoulder Partner,

Partner A goes first)

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

CONDUCT
THE CLIENT

CONSULTATION

• Determines client needs

• How to achieve desired results

• Before every service

CLIENT CONSULTATION

Multiple Choice

The discussion with the client that determines the client's needs and how to achieve the desired results is the  __________.

• service record

• client intake

• total look concept

• client consultation

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

PREPARING FOR THE CLIENT CONSULTATION

(continues)

VISUAL TOOLS
• Pen and client intake form

• Styling books, pamphlets, literature, digital

images

• Variety of available service options

• Portfolio of work

• Treatment brochures (provided by

manufacturers), nail rings, swatch books, etc.

Vereshchagin Dmitry/Shutterstock.com

Multiple Choice

Treatment brochures are MOST often ______.

• created by beauty professionals

• designed by business owners

• provided by manufacturers

• kept on hand in case of emergency

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

10-STEP

CONSULTATION

METHOD

1.

REVIEW

2.

ASSESS

3.

PREFERENCES

4.

ANALYZE

5.

LIFESTYLE

•

Time spent outdoors? In water? In dirt?

•

Sun exposure?

•

Occupation? Personal style?

•

Maintenance habits? Abilities? Time?

(continues)

Multiple Choice

What is the FIRST step in the 10-step consultation method?

• Analyze the client's characteristics.

• Discover and rate the client's preferences.

• Perform a needs assessment.

• Review the intake form.

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

6. SHOW AND TELL

• Reflective listening-listening to the client
and then repeating, in your own words, what
you think the client is telling you

7. RECOMMEND

• Lifestyle
• Hair/nail/skin type

8. UPSELL-when working with a new
client with whom you are not familiar
9. MAINTENANCE

10-STEP

CONSULTATION

METHOD

10. REPEAT

Multiple Choice

What is reflective listening? 

• pretending to listen to the client while actually beginning to concentrate on their styling

• listening to the client and then repeating, in your own words, what you think the client is telling you

• having your assistants listen to the client and then asking them to tell you what the client said

• trying to remember what clients requested without actually having to ask them to repeat it

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

Rally Robin

(With your Face Partner, Partner B goes

first)

What are the ten steps of the

consultation method?

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

• Know shop policies

• Politely advise the clients of the late policy

• Schedule earlier or last

TARDINESS

SCHEDULING MIX-UPS
• Be polite, not argumentative

• Stay detached

• Seek resolutions, not fault

HANDLE

COMMUNICATION

BARRIERS

Photo by Analia Baggiano on Unsplash

Multiple Choice

What should you do if a client arrives late and you have the time to take the appointment without jeopardizing other appointments?

• Politely tell the clients you can no longer accept their business.

• Ask the clients to reschedule anyhow.

• Politely advise the clients of the late policy.

• Provide the clients with services without mentioning their tardiness.

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

Once in a while you will
encounter a dissatisfied

client. Remember the
ultimate goal: Make the

client happy. Happy

clients build trust with

their beauty

professionals and will

return for future

services.

Multiple Choice

Once in a while, you will inevitably encounter a dissatisfied client. Remember the ultimate goal:

• Your expertise must shine.

• Always be upselling.

• Make the client happy.

• Refuse to accept any blame.

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

Older clients prefer

professional over personal

conversation.

gualtiero boffi/Shutterstock.com

Multiple Choice

Which of the following is most often NOT true of older clients?

• They like to hear please and thank you.

• They do not like gum chewing.

• They prefer personal over professional conversation.

• They can be sensitive to verbiage about aging.

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

• Don’t be your clients’ counselor, couch, doctor, career

or parenting coach!

• Use neutral subjects to return to beauty needs and

the service at hand

• Avoid gossip, religion, and politics

KEEP IT PROFESSIONAL

GETTING

TOO PERSONAL

Multiple Choice

Which of the following would be LEAST appropriate response to a client who starts gossiping?

• Change the subject.

• Start talking about the styling you're doing.

• Give a quick tip for treatment and home care.

• Quietly join in the gossiping.

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

FOLLOW GUIDELINES

FOR WORKPLACE
COMMUNICATION

• Treat everyone with respect.

• Remain objective.

• Be honest and sensitive.

• Remain neutral.

• Avoid gossip.

• Seek help from someone you respect.

• Do not take things personally.

• Keep your private life private.

COMMUNICATING WITH
COWORKERS

(continues)

Multiple Choice

Olivia has worked at the same place for nearly 15 years. In all of that time, she has never once had a negative run in with a manager or co-worker. Gretta, Olivia's co-worker, finds it hard to believe Olivia has managed to avoid negative interactions with any of the other professionals. In Gretta's opinion, Olivia too often remains neutral, completely avoid joining and on good gossip, keeps her private life very private, and always takes everything very personally. Which of Greta's observances of Olivia is the one that actually should be avoided in order to effectively and peacefully interact with coworkers?

• Olivia's insistence on remaining neutral

• Olivia's avoidance of good gossip

• Olivia's private life being kept private

• Olivia's taking things very personally

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

FOLLOW GUIDELINES

FOR WORKPLACE
COMMUNICATION

• Be a problem solver.

• Get your facts straight.

• Be open and honest.

• Do not gossip or complain about colleagues.

• Be open to constructive criticism.

COMMUNICATING WITH
MANAGERS

Multiple Choice

Jovan is nervous about his first day of work. He hopes to remember all that he learned in classes and training, especially in interactions with his manager. Which of the following should Jovan AVOID when communicating with his manager?

• being a problem solver

• getting his facts straight

• not welcoming constructive criticism

• avoiding both gossip and complaining about colleagues

Copyright © 2019 Milady, a part of Cengage Learning®

May not be scanned, copied, or duplicated, or posted to a publicly accessible website, in whole or in part.

Rally Table

List things to remember when

communicating with your coworkers.

Each student of a group writes one answer and
passes the paper to their other group members.

Until the time is up, the students keep taking turns

writing new answers. After the time is up, one

student is asked to read out the answers they have

written.