milady chapter 4 communicating for success

Chapter Four: Communicating for Success Cosmetologists should study and have a thorough und erstanding of communicating for success because communicating with a purpose is the basis of all lo ng-lasting relationships with clients and coworkers ; you must be able to verbalize your thoughts and ide as with clients, colleagues, and supervisors; you n eed to be able to navigate sometimes complex and diffic ult personal issues with those in your work environment; practicing professional communication ensures your clients will enjoy their experience wi th you and return; and the ability to control communic ation and effectively express ideas in a profession al manner is a necessary skill for success in any care er . Human Relations (p.46-49) The ability to understand people is the key to oper ating effectively in many professions. Basics of Human Relations • Human beings are social animals. We like to interac t with others. • When people are secure, they are happy, calm, and c onfident. When people are insecure, they can be worried, anxi ous, and overwhelmed. • You will, in your personal and professional life, e ncounter people and situations that are difficult to handle. Try to remember that these people are feeling insecure or they wouldn’t be acting that way. Practical tips for dealing with situations you may encounter • Respond instead of reacting (don’t let someone else dictate your emotions) • Believe in yourself (trust your judgement) • Talk less, listen more (you were given two ears and one mouth for a reason) • Be attentive to your client’s needs and ask for hel p from a manager if you are unsure how to handle a situation • Take your own temperature (if you are tired or upse t, it may affect your interactions with clients- take a deep breath; get yourself settled) Golden Rules of Human Relations • Communicate from your heart; problem-solve from you r head • A smile is worth a million times more than a sneer • It is easy to make an enemy and harder to keep a fr iend • See what happens when you ask for help instead of j ust reacting • Show people you care by listening to them and tryin g to understand their point of view • Compliment people even if you find them challenging or unpleasant • For every service you do for others, do not forget to do something for yourself • Laugh often • Show patience with other people’s flaws • Build shared goals; be a team player • Always remember that listening is the best relation ship builder Communication Basics (49-51) Effective communication is the act of successfully sharing information between two people (or groups of people) so that the information is succes sfully understood. Meeting and Greeting New Clients • Always approach the client with a smile on your fac e. • Always introduce yourself. Names are a powerful too l. • Take a new client on a tour of the salon; introduce them to people they may have interactions with while in the salon. • Be yourself. Intake Form (also called a client questionnaire or consultatio n card) The Client Consultation/Needs Assessment (p. 52-57) The client consultation , also known as the needs assessment , is the verbal communication with a client that determines the client’s needs and how to achieve the desired results. Preparing for the Client Consultation/Needs Assessm ent • Have a variety of styling books that your clients c an look through (at least one for each hair length) and an assortment of photos showing co lor options /head2right A swatch (bundles of hair) book or ring from haircolor manufacturers is also a great tool • Have a portfolio of your work on hand. This means k eeping a camera at your station and taking photos (with client permission of course) af ter a service. • When you show a photo, explain why you performed th e various services the way you did. /head2right If a client brings a picture of a cut/style/color t hat you know will not be complementary on them, explain that every cut/color will not work on every person; diplomatically explain how you can make the style work with modifications for hair type, skin type, desired mai ntenance, budget, lifestyle…