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

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

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.

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

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)

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

Human Relations Basics• Personal security

• Social interaction required

• Handling difficult situations

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

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

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

Golden Rules of Human Relations

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

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

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

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

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)

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

Greeting New Clients

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

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

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

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

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

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

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

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

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

preferences.• Analyze.• Determine lifestyle.

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

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

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

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

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

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

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

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

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

Handling Unhappy Clients• Determine problem.• Change result if

possible.• Explain why it can’t

be fixed.• Never argue with the

client.

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

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

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

Communicating with Coworkers

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

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

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.

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

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

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

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.

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

• 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.

MILADY’SStandardInstructor Support SlidesCOSMETOLOGY

Congratulations!

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