Ch 4: Communicating For Success

Question 1

Good communication skills reduce potential _____.

Answer 1

conflict

Question 2

In handling a client who is dissatisfied with a service, the ultimate goal is to _____.

Answer 2

make the client happy and willing to return for future services

Question 3

Effective human relations and communication skills build _____, accelerate professional growth, and promote a positive work environment.

Answer 3

lasting client relationships

Question 4

The sixth step of the 10-Step Consultation Method is _____.

Answer 4

show and tell

Question 5

A practical step for effectively communicating in the workplace is to _____.

Answer 5

believe in yourself

Question 6

The ability to understand people is _____ to operating effectively in many industries.

Answer 6

the key

Question 7

To earn a client’s _____ and loyalty, be consistent by always having a positive attitude.

Answer 7

trust

Question 8

If a client requests a specific cut or color that she has seen on a celebrity that cannot be achieved, you should _____.

Answer 8

create a plan, offer alternative looks, and set future goals

Question 9

You may want to schedule clients who are _____ late for the last appointment of the day or ask them to arrive earlier than their actual appointment time.

Answer 9

habitually

Question 10

When you meet an older client for the first time, you should _____.

Answer 10

ask how the client wishes to be addressed

Question 11

When interacting and communicating with coworkers, make every effort to remain _____ and resist being pulled into spats and cliques.

Answer 11

objective

Question 12

As a cosmetologist, do not attempt to fulfill the role of _____, career guide, parental sounding board, or motivational coach for any of your clients.

Answer 12

counselor

Question 13

If a client is revealing increasingly personal details, one recommended strategy is that you _____ or find a reason to excuse yourself, and when you return, change the subject or suggest a mini relaxation service.

Answer 13

change the subject

Question 14

As you interact and communicate with coworkers, you should be honest and _____.

Answer 14

sensitive

Question 15

When communicating with your salon manager about an issue or problem, it is recommended that you _____ beforehand.

Answer 15

think of possible solutions

Question 16

The act of successfully sharing information between two people (or groups of people) so that the information is understood is called _____.

Answer 16

effective communication

Question 17

The document also known as a client questionnaire, consultation card, or health history form is the client _____.

Answer 17

intake form

Question 18

The _____ is the communication with a client that determines the client’s needs and how to achieve the desired results.

Answer 18

client consultation

Question 19

When should the client consultation be performed?

Answer 19

Before starting the actual service.

Question 20

It is recommended that you allow how much time in your schedule to do the client consultation?

Answer 20

5-15 minutes

Question 21

The third step of the 10-Step Consultation Method is to _____.

Answer 21

determine and rate the client’s preferences

Question 22

Your reactions to situations beyond your control and your ability to _____ in the face of challenges are critical to being successful in a people profession.

Answer 22

communicate effectively

Question 23

If you are involved with a scheduling mix-up, always remember to _____.

Answer 23

be polite and never argue about who is correct

Question 24

One important golden rule of communication for building a successful beauty industry career is to _____.

Answer 24

be aware of your body language

Question 25

The ninth step of the 10-Step Consultation Method is to _____.

Answer 25

discuss upkeep and maintenance