Effective human relations and communication:

* builds lasting client relationships

* Accelerates professional growth

* prevents misunderstandings

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Why Study…

•Communicating effectively-basis for all long-lasting relationships•Build strong relationships based on trust, clarity, and loyalty•Verbalize your thoughts and ideas•Close-knit salon environment-needs effective ways to communicate•Ensures that clients will enjoy their experience with you•Effectively express ideas in a professional manner

Human RelationsUnderstanding people is key to operating effectively in many professions:

* customer service

* interactions with a wide range of people

* understand the motives and needs of others to do

your job professionally

• By treating others with respect, you create an environment in which

clients and staff develop confidence in you

•Mutual respect-follows naturally•We feel pride when we use our abilities to help others

• Fundamental factor: human relations involves a persons sense of security

-happy, calm, and confident orInsecure-worried, anxious, and overwhelmed

• Will encounter people and situations that are difficult to handle

• Some people create conflict-they are feeling insecure or they would not be acting that way

Learn to make the best of any situation…

• Respond instead of reacting

Add: take deep breaths and do not take it personally

• Believe in yourself

~ trust your judgment

~ uphold your values

~ stick to what you believe is right

~ strong sense of self-worth

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• Talk less, listen more

~ we were given two ears and one mouth for a reason

• Be attentive

~ each client is different

~ to calm down a difficult client, agree with them, then ask what you can do to make the service more satisfactory

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•Take your own temperature

•If you are tired or upset, your clients may be affected

* Human relations can be rewarding or demoralizing

* Depends on your willingness to give

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The Golden Rules of Human Relations

• Communicate from your heart; problem solve from your head

• A smile is worth a million

• It’s easy to make an enemy; it is harder to keep a friend

• Ask for help instead of reacting

• Show people you care by listening

• Compliment people

• Do something for yourself

• Laugh often

• Show patience with other people’s flaws

• Build shared goals; be a team player and a partner to your clients

• Listening is the best relationship builder

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Communication BasicsAdd: (write very small)

Communication is the act or instance of transmitting information in the form of symbols, gestures, or behaviors, in order to express an idea or concept so it is understood

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Add:

* Communication is a two-way street

* Organize your own thoughts, so you can help others organize theirs

* Articulate means to express clearly

Meeting and Greeting New Clients

*Be polite

*Be friendly

*Be inviting

Remember clients are coming to you for services and paying with hard earned money

• Approach client with a smile

• Introduce yourself (shake hands)

• Take on tour of salon

• Introduce client to otherservice providers

• Be yourself!!! Just be who you are

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Intake Form

*Client questionnaire

*Consultation card

*Every new client

Review Intake form on page 50-51

Add:

Release Statement:

Salons-will not hold up in PA Court of Law

Schools- will hold up in PA Court of Law

How to Use

* Ask client to arrive 15 minutes prior to appointment (fill out card)

* Allow 5-15 minutes to perform consultation

Client Consultation/Needs Assessment

* Verbal communication determines the clients needs

* Most important part of any service

*As part of every service and salon visit

Add: client’s lifestyle=commitment to certain styles and grooming needs

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Focus on…Understanding the Total Look Concept

•Remember that nails, skin, and hair are reflective of an entire lifestyle

Classic style:• Simple and sophisticated clothing

•Monochromatic colors

•No bright patterns

•Wants a simple, elegant, and sophisticated look for nails, makeup, and hair

http://www.hairpedia.com/hair-styles/pictures/gallery/Celebrity-Hairstyles-Women/Jessica-Alba/

1776/

Dramatic look:

•Will choose nail designs, hairstyles, clothing, and accessories that demand greater attention

•Willing to try a variety of newproducts and additional services

http://glowingskincarenews.onsugar.com/Met-Makeup-Looks---How-Get-Anne-Hathaway-Makeup-3127670

Preparing for the Client Consultation/Needs Assessment

Be prepared* styling books

* hair color swatches

* portfolio-keep camera at station for before and after photos

* photos of work you performed on othershttp://images.google.com/imgres?q=salon+communications&hl=en&gbv=2&biw=1024&bih=596&tbm=isch&tbnid=YdZgS9AUUYWBDM:&imgrefurl=http://salon-inc.com/products-services/salon-magazine/&docid=Qkuwn379V7fanM&imgurl=http://salon-

inc.com/wp-content/themes/starkers/scripts/timthumb.php%253Fsrc%253Dhttp://salon-inc.com/wp-content/uploads/2010/11/Salon-1st-Edition-2010.jpg%2526w%253D200%2526h%253D288%2526zc%253D1&w=200&h=288&ei=B52tTtr5GqfX0QGiyqm1Dw&zoom=1&iact=hc&dur=38&sig=115570578519706265263&page=5&tbnh=126&tbnw=88&start=71&ndsp=19&ved=1t:429,r:1,s:71&tx=90&ty=178&vpx=237&vpy=250&hovh=230&hovw=160

• Photos-allows you to explain why or why not a look can be achieved

• Hair color swatches-can be held to client’s face or

integrated into their hair

http://www.thehairstyler.com/

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• Know that not every technique or color will work for everyone

• Explain why-color, skin type, desired maintenance, budget, or lifestyle factors

•Discuss: salon pricing …”starts at”

Consultation Area

* Presentation counts for a lot

* Make sure client is comfortable

* Conversation to her needs and preferences

* Work area-freshly cleaned and uncluttered

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* Read intake form carefully

* Make notes

•Record any formulas , product suggestions, special techniques

•Goals you are working toward

http://www.samvilla.com/education/d1_Client%20Consultation.html

10-Step Consultation Method

1.Review intake form2.Assess client’s current style3.Preferences-likes most and least about her current style4.Analyze-thickness, texture, manageability, condition, growth patterns, unruly cowlicks, at-home products used. Make notes5.Lifestyle

Read bullets

6. Show and tell

Add: Listen to what the client says and how he/she says it.

* Use layman’s terms

Note: Watch what the clients hands are doing

• Make sure you understand what the client is saying, repeat what he/she says using specific terms:*chin-length*resting on shoulders, etc.

• Point to where the hair will fall

FYI: when a client says to take off one-inch of hair, (or any specific amount), show them how much one inch is using the styling comb.

* Listening and then repeating in your own words is known as Reflective Listening

*ask for confirmation to make certain you understand what the client wants or needs

7. Suggest options-ask if you may make some recommendations

* lifestyle needs for time and ability, business and casual looks

* hair type* face shape

• Tactfully discuss any unreasonable expectations client has

• Never hesitate to suggest additional services

8. Color unless client says no

* make color recommendationsglossing, color enrichment,

highlights, lowlights

* ask if colored hair in past

*colors hair at home?*any color challenges*subtle or dramatic change

Be aware, stylists use technical terms…

multidimensional highlighting, no- ammonia, semi-permanent tint,

etc.•Confusing or misleading to clients•Use pictures/photos for clarity

•caution: taking clients literallyBlonde to a stylist could mean

platinum

Blonde to client could mean a few fine streaks of medium blonde around the face Add: Use layman’s terms

9. Discuss upkeep and maintenance

* explain salon maintenance

* lifestyle limitations (blonde hair and chlorine)

* home maintenance

Add: ***cost of services

10. Review the consultation

* take your time and be thorough

*get client’s confirmation (consent)

Add: * do not get to technical in your

explanations

*ask if she is ready to start the service

Concluding the Service

*if client is satisfied- make notes on card (do again

and do not repeats

-final results

- retail products

- date the notes

- file

Do:

Activity page 55

Focus on page 56

Did you know? page 57

Special Issues in Communicating

* Your reactions to situations, and your ability to communicate in the face of problems, are critical to being successful

Handling Tardy Clients

* Tardy clients are a fact of life

•Overly late or habitually late clients cause problems

•Sets back your appointment calendar

•Makes you late for every other service

Guidelines:

* Know and abide by the salon’s tardy or late policy

-15 minutes late/reschedule

* Take client if it will not jeopardize other appointments

- let your client know why you are taking her even though she was late

* Habitually late-schedule 30 minutes later than you tell them…2:00 client-2:30 in schedule

* If you are running late- call clients- offer different time- offer to reschedule

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FYI-do not write down/not in book

•If client comes in

- approach client immediately

- tell them how long the wait will be

- APOLOGIZE

- give extra attention

Handling Scheduling Mix-ups

•We are all human, and weall make mistakes

#1 Remember to be polite/never argue about who is correct

*** If handled poorly/client may never come back

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Read next paragraph

Add: your job is to handle your

client relationships tactfully and sensitively

* Even if client is fuming

- stay disengaged

- move conversation away from who is at fault and

squarely in the direction of resolving the confusion

- make another appointment

Handling Unhappy Clients

*** The way you and the salon handle this difficult situation will have lasting effects on you, the client, and the salon

* Ultimate goal: make client happy enough to pay for services and return

(requesting you)

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Guidelines: list 3 on the test

* Find out why the client is unhappy

* If possible, change what she dislikes-immediately

*If not possible see how soon you can fit her in to make the adjustment

* If you cannot change it- honestly and tactfully

explain why- offer any options

* Never argue or force your opinion

* Ask for help from a more experienced stylist or manager

* If unable to satisfy, ask manager ‘s advice on how to proceed

* Confer with manager after

Handling Differences

•Working with different generations-basic rules

of professionalism should guide you•Older clients-do not like:

*gum-chewing*slang (yeah instead of yes)

Like to hear: please and thank you*topics of conversation professional*addressed by Mr. or Mrs. Ask their

preference

Younger clients:*may not use proper etiquette

*will keep up with latest celebrity styles

*you should do the same

•Always maintain a professional demeanor

Getting Too Personal

* Handle client relationships tactfully and sensitively, with professionalism and respect

*Do not fill the role of:Counselor Career guide

Parental sounding board

Motivational coach

•Too far off topic-----use neutral subjects

•Gossiping-----change the subject

•Avoid discussing-----religion and politics

•Always move conversation back to beauty

•Read Focus on:

In-Salon Communication

•Behaving in a professional manner is first step

•It’s important to maintain boundaries

* The salon is your place of business

* Must be treated respectfully and carefully

Communicating with Co-workers

• Treat everyone with respect-whether you like them or not

• Remain objective-resist being pulled into spats and

cliques

• Be honest and be sensitive-using unkind words is never a good

idea

• Remain neutral-avoid getting drawn into conflicts

• Seek help from someone you respect

-manager or more experienced practitioner

• Do not take things personally-it does not always man their behavior involves you

•Keep your private life private-never discuss personal life or relationships

Communicating With Managers

* Has a vested interest in your success

* The best thing-understand the decisions and rules whether you like them or not

List 3 on test:

• Be a problem solver-possible solutions-working in salon’s best interest

• Get your facts straight

• Be open and honest

• Do not gossip or complain about colleagues

(portrays troublemaker)-if you have tried everything, then go

to manager

• Check your attitude-salon can be fun and friendly-can be stressful

• Be open to constructive criticism

- manager’s job is to help you achieve your professional goals

- they evaluate your skills and offer suggestions

- keep open mind/no personally

Communicating During An Employee Evaluation

• Well run salons conduct frequent and thorough employee evaluations

• Ask about it/request copy of form*rate yourself*assess your progress and performance

•help you become a better stylist

• Approach evaluation positively

* Before meeting- write down thoughts or questions- do not be shy- ask when you can take on more

services- pay increase/promotion

* Show your self-evaluation- tell her you are serious

about your improvement and growth

At end of meeting, thank your manager for the feedback and guidance