Chapter 4 communicating For Success Flashcards

1
Q

Good communication skills reduce potential workplace_________.

A. Harmony
B.compatibility
C.conflict
D.consistency

A

Conflict

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2
Q

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

A.convince the client that you are right and she is wrong
B. Make the client happy and willing to return for future services
C.get the client out of the salon as quickly as possible
D. Fully satisfy the client, regardless of the cost

A

Make the client happy and willing 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. Strong values
B. Professional ethics
C.stimulating conversations
D. Lasting client relationships

A

Strong values

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4
Q

The sixth step of the 10 step consultation method is_______.

A. Review the intake form
B.determine and rate the client’s preferences
C.show and tell
D. Discuss upkeep and maintenance

A

Discuss upkeep and maintenance

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5
Q

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

A. Be inattentive
B.believe in yourself
C.talk more and listen less
D. React instead of responding

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
B. Irrelevant
C.incidental
D. Unimportant

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. Money
B.affection
C. Trust
D. Respect

A

Affection

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8
Q

If a client requests a specific cut or color that she has seen ona a celebrity that can not be achieved, you should

A.create your own design ignoring what the client has specified that she would like
B.refuse the service and tell the client this cut or color would not work for her
C.perform the service since this is what the client has requested
D. Create a plan, offer alternative looks, and set future goals

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
B. Never
C. Rarely
D. Occasionally

A

Rarely

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10
Q

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

A. Address the client by the honorific
B.address the client solemnly
C.address the client by their first name
D. Ask how the client wishes to be addressed

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.assertive
B.aggressive
C.objective
D.aloof

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 motivational coach for any of your clients

A. Hair color expert
B.counselor
C.professional acquaintance
D.polite listener

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
B.reveal a personal detail
C.discontinue the service
D.turn on a loud machine

A

Change the subject

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14
Q

As you interact and communicate with coworker, you should be honest and _________

A.oblivious
B.sensitive
C.frightened
D.averse

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. Cover up your mistakes
B. Think of possible excuses
C.think of possible solutions
D.think of who you can blame

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. Direct. Communication
B. Effective communication
C. Strong communication
D. Orvert communication

A

Effective communications

17
Q

The document also known as a client questionnaire, consultation card, or healthy history from is the client

A.intake form
B.welcome form
C.greeting form
D. Entrance form

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 conversation
B.client communion
C. Client consultation
D. Client conference

A

Client consultation

19
Q

When should the client consultation be performed?

A.before starting the actual service
B.during the service
C.after the service
D. When booking the appointment

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. 3-5 minutes
B. 5-15 minutes
C. 1-3 minutes
D. 15-20 minutes

A

5-15 minutes

21
Q

The third step of the 10 step consultation method is to ________

A.perform a needs assessment
B.analyze the client’s hair
C. Determine and rate the client’s preferences
D. Review the clients lifestyle

A

Determine and rate the clients preference

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.stand up
B.communicate effectively
C.control fear
D. Remain assertive

A

Communicate effectively

23
Q

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

A. Be polite while arguing that you are correct.
B. Be polite and never argue about who is correct
C. Be assertive are argue that you are correct
D. Be aggressive, but refrain from arguing

A

Be polite and never argue about who is correct

24
Q

One important golden rule of communication for building a successful beatitudes industry is to ________

A.be aware of your body language
B. Speak softly
C. Use casual grammar and slang
D. Be casual and comfortable

A

Be aware of your body language

25
Q

The ninth step of the 10 step consultation method is ________.

A. Review the consultation
B. Discuss upkeep and maintenance
C.make color recommendations
D. Review the client’s lifestyle

A

Discuss upkeep and maintenance