communicating for success milady’s standard cosmetology ©2007 thomson delmar learning. all rights...

Communicating for Success

Milady’s StandardCosmetology

©2007 Thomson Delmar Learning. All Rights Reserved

Cosmetology:

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

“The best job goes to the person who can get it done without passing the buck or coming back with excuses.”

Napolean Hill


Objectives• List Golden Rules of Human Relations.• Explain importance of effective

communication.• Conduct a successful client consultation.• Handle delicate communication with

clients.• Build open lines of communication with

coworkers and managers.


Human Relations

A study of human problems arising from organizational and interpersonal

relations; a program designed to develop better interpersonal and inter-group

adjustments. (Webster’s)


Human Relations Basics• Personal security

• Social interaction required

• Handling difficult situations


Handling the Ups and Downs• Respond instead of react.• Believe in yourself.• Talk less; listen more.• Be attentive.• Take your temperature.


Golden Rules of Human Relations

• Communicate from your heart.• Smile.• Be a friend.• Ask for help.• Care by listening.• Tell people they are great.


• Be right, not righteous.• Serve others and yourself.• Laugh often.• Be patient.• Be a team player.• Listen!


Communication Basics

Communication: 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.

(Webster’s)


Greeting New Clients

• Smile.• Introduce yourself.• Tour the salon.• Be yourself.


Consulting with Clients• Consultation determines desired results.• Schedule sufficient time.• Intake form.


Preparing for the Consultation• Photo Collections• Glamour Books• Magazine Clips• Portfolio


The Consultation Area• Clean• Comfortable• Uncluttered• Organized materials• Intake forms


Ten-Step Method• Review intake form.• Assess current look. • Determine

preferences.• Analyze.• Determine lifestyle.


• Show and tell.• Suggest.• Offer Additional services.• Review Upkeep.• Repeat.


Concluding the Service• Record results.• Note client’s reaction.• List what worked and what didn’t.• Indicate retail purchases.• Date and file card.


Handling Tardy Clients• Know salon’s policy.• Provide service if possible.• Identify habitually late clients.• Notify clients when you are late.• Apologize.


Handling Scheduling Mix-ups• Never argue about who is right.• Be polite and courteous.• Preserve relationship.


Handling Unhappy Clients• Determine problem.• Change result if

possible.• Explain why it can’t

be fixed.• Never argue with the

client.


• Call on a supervisor or peer.• Defer to the manager.• Confer with the manager afterward.


Communicating with Coworkers

• Be respectful.• Remain objective.• Be honest, but sensitive.• Remain neutral.• Seek help.• Don’t take things personally.• Keep private life private.


Communicating with Managers• Be a problem-solver.• Get the facts straight.• Be open and honest.• Don’t gossip or complain.• Check your attitude.• Be open to constructive criticism.


Employee Evaluation Tips• Approach positively.• Conduct self-evaluation.• Share self-evaluation with manager.• Write down questions.• Ask about promotions or pay increases.• Thank manager.


Summary and Review

• List the Golden Rules of Human Relations.• Define communication.• How do you prepare for a consultation?• What is the total look concept?• List 10 elements of a successful

consultation.• Name types of information for client card.


• How do you handle tardy clients?• How do you handle a scheduling mix-up?• How do you handle unhappy clients?• List five things to remember in coworker

communications.• List four guidelines for communicating

with salon managers.


Congratulations!

You’ve just completed one unit of study toward program completion.

communicating for success milady’s standard cosmetology ©2007 thomson delmar learning. all rights...

Documents

websters slide

rights reserved cosmetology

napolean hill slide

clients consultation

late clients

clients reaction

interpersonal relations

new clients smile