Chapter 4: communicating for success

Effective human relations and communication skills build _______________, accelerate professional growth, and help prevent Misunderstandings in the workplace.

• strong values

• professional ethics

• stimulating conversaions

• lasting client relationships

When we feel secure, we act in a _____ manner.

• confident

• worried

• overwhelmed

• suspicious

People who create conflict most likely feel _____.

• relaxed

• respected

• insecure

• secure

A good way to handle the ups and downs of human relations is to _____.

• be inattentive

• believe in yourself

• talk more and listen less

• react instead of respond

Which of the following is not one of the golden rules of human relations?

• communicate from your head and problem-solve from your heart

• see what happens when you ask for help instead of just reacting

• build shared goals by being a team player

• being right is different from acting righteous

Effective communication is defined as the act of ____.

• sending a message to another person or group

• receiving a message from another person or group

• repeating the speaker's words back in your own words

• sharing information between two people or groups

When you meet A client for the first time you need to be _____.

• very serious

• very instructive

• genuinely friendly

• strictly professional

When a new client visits the salon for the first time, you should _____.

• assume a superior position

• introduce him/her only to other nail technicians

• take him/her on a quick tour of the facility

• assume that he/she know your name

When should you do the client consultation?

• before the service starts

• during the service

• after the service

• on the phone prior to the appointment

You should perform a client consultation ____.

• only on the clients first visit to the salon

• to some degree, as part of every service

• about once a year if the client regularly visits the salon

• only when the client specifically requests one