Ch. 4 - Communicating for Success Flashcards

1
Q

Good communication skills reduce potential workplace ______________.

A

conflict

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2
Q

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

A

make the client happy and will to return for future services

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3
Q

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

A

lasting client relationships

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4
Q

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

A

show and tell

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5
Q

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

A

believe in yourself

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6
Q

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

A

the key

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7
Q

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

A

trust

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8
Q

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

A

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

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9
Q

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.

A

habitually

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10
Q

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

A

ask how the client wishes to be addressed

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11
Q

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

A

objective

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12
Q

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

A

counselor

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13
Q

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.

A

change the subject

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14
Q

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

A

sensitive

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15
Q

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

A

think of possible solutions

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16
Q

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

A

effective communication

17
Q

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

A

intake form

18
Q

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

A

client consultation

19
Q

When should the client consultation be performed?

A

Before starting the actual service

20
Q

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

A

5-15 minutes

21
Q

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

A

determine and rate the client’s preferences

22
Q

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.

A

communicate effectively

23
Q

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

A

be polite and never argue about who is correct

24
Q

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

A

be aware of your body language

25
Q

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

A

discuss upkeep and maintenance