communicating for success miladys 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 RelationsA 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

Golden Rules of Human Relations


Communication BasicsCommunication: 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

Ten-Step Method


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


Handling Tardy 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

Handling Unhappy Clients


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?

Summary and Review


• List 10 elements of a successful consultation

• Name types of information for client card

Summary and Review


• How do you handle tardy clients?• How do you handle a scheduling mix-up?• How do you handle unhappy clients?

Summary and Review


• List five things to remember in coworker communications

• List four guidelines for communicating with salon managers

Summary and Review


Congratulations!

You’ve just completedone unit of study toward

program completion!

communicating for success miladys standard cosmetology ©2007 thomson delmar learning. all rights...

Documents

review slide

manager slide

client slide

lifestyle slide

temperature slide

great slide

rights reserved cosmetology

file card slide