Ch. 4 - Communicating for Success Flashcards
Good communication skills reduce potential workplace ______________.
conflict
In handling a client who is dissatisfied with a service, the ultimate goal is to ______________.
make the client happy and will to return for future services
Effective human relations and communication skills build ______________, accelerate professional growth, and promote a positive work environment.
lasting client relationships
The sixth step of the 10-Step Consultation Method is ______________.
show and tell
A practical step for effectively communicating in the workplace is to ______________.
believe in yourself
The ability to understand people is ______________ to operating effectively in many industries.
the key
To earn a client’s ______________ and loyalty, be consistent by always having a positive attitude.
trust
If a client requests a specific cut or color that she has seen on a celebrity that cannot be achieved, you should ______________.
create a plan, offer alternative looks, and set future goals
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.
habitually
When you meet an older client for the first time you should ______________.
ask how the client wishes to be addressed
When interacting and communicating with coworkers, make every effort to remain ______________ and resist being pulled into spats and cliques.
objective
As a cosmetologist, do not attempt to fulfill the role of ______________, career guide, parental sounding board, or motivation coach for any of your clients.
counselor
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.
change the subject
As you interact and communicate with coworkers, you should be honest and ______________.
sensitive
When communicating with your salon manager about an issue or problem, it is recommended that you ______________ beforehand.
think of possible solutions