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
The act of successfully sharing information between two people (or groups of people) so that the information is understood is called ______________.
effective communication
The document also known as a client questionnaire, consultation card, or health history form is the client ______________.
intake form
The ______________ is the communication with a client that determines the client’s needs and how to achieve the desired results.
client consultation
When should the client consultation be performed?
Before starting the actual service
It is recommended that you allow how much time in your schedule to do the client consultation?
5-15 minutes
The third step of the 10-Step Consultation Method is to ______________.
determine and rate the client’s preferences
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.
communicate effectively
If you are involved with a scheduling mix-up, always remember to ______________.
be polite and never argue about who is correct
One important golden rule of communication for building a successful beauty industry career is to ______________.
be aware of your body language
