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24 Cards in this Set
- Front
- Back
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what do effective Human relations and communication skills do |
they build lasting client relationships, accelerate professional growth, and promote a positive work environment |
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what helps reduce potential workplace conflict |
good communication skills |
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what is the key to operating effectively in many industries |
the ability to understand people |
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what is the key practical step and what is it for |
believe in yourself, for effectively communicating in the workplace |
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what is the highlighted golden rule of communication |
be aware of your body language |
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define effective communication |
the act of successfully sharing information between two people (or groups of people) so that the information is understood |
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what should you do to earn a client's trust and loyalty |
be consistent by always having a positive attitude |
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what are other names for a client intake form |
client questionnaire, consultation card, health history form |
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how long should a client consultation be |
5-15 minutes |
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what is a client consultation |
the communication with a client that determines the client's needs and how to achieve the desired results |
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what is the most important part of any service and when should it be done |
the consultation, before starting the service |
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what are the highlighted steps in the 10-step consultation method |
determine and rate the client's preferences, show and tell, discuss upkeep and maintenance |
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what should you do if the desired look cannot be achieved |
create a plan, offer alternative looks, set future styling goals |
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what is critical to being successful in a people profession |
your reactions to situations and your ability to communicate effectively in the face of challenges |
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what is the highlighted guideline for managing late appointments |
when you know what clients are habitually late, schedule them for last appointment or ask them to arrive earlier than the actual appointment |
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why should you do as a professional when involved in a scheduling mix up? |
be polite, never argue about who is correct |
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why should you make your client happy |
happy clients build trust with stylists and will return for future services |
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what should you do when meeting an older client for the first time |
ask how they would like to be addressed |
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what are some tactics to avoid personal or unprofessional discussions with clients |
change the subject to something neutral, find a reason to excuse yourself then change subject, awkowledge their situation and offer a mini relaxation service offered by the salon |
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what roles should you not fulfill for your client |
counselor, career guide, parental sounding board, motivational coach |
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what are two points to keep in mind as you interact with coworkers |
remain objective, be honest and sensitive |
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what should you resist in order to remain objective |
being pulled into spats and cliques |
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how do you be honest and sensitive |
don't use honesty as an excuse to say anything. honesty is the best policy but don't be unkind at work. think before you speak, be sensitive |
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what is the highlighted guideline for communicating with your salon manager; explain it |
be a problem solver: before seeking advice, think about possible solutions. shows that you are working in the salon's best interest |
