CHAPTER 4: COMMUNICATING FOR SUCCESS Flashcards
Good communication skills reduce potential workplace ______________.
A. Harmony
B. Compatibility
C. Conflict
D. Consistency
C. Conflict
In handling a client who is dissatisfied with a service, the ultimate goal is 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
B. Make the client happy and willing to return for future services
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
d. lasting client relationships
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
c. show and tell
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
b. believe in yourself
The ability to understand people is ______ to operating effectively in many industries.
a. the key
b. irrelevant
c. incidental
d. unimportant
a. the key
To earn a client’s ______ and loyalty, be consistent by always having a positive attitude.
a. money
b. affection
c. trust
d. respect
c. trust
If a client requests a specific cut or color that she has seen on a celebrity that cannot 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
d. 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.
a. habitually
b. never
c. rarely
d. occasionally
a. habitually
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
d. ask how the client wishes to be addressed
When interacting and communicating with coworkers, make every effort to remain _____ and resist being pulled into a spat and cliques.
a. assertive
b. aggressive
c. objective
d. aloof
c. objective
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. haircolor expert
b. counselor
c. professional acquaintance
d. polite listener
b. 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.
a. change the subject
b. reveal a personal detail
c. discontinue the service
d. turn on a loud machine
a. change the subject
As you interact and communicate with coworkers, you should be honest and _______.
a. oblivious
b. sensitive
c. frightened
d. averse
b. sensitive
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
c. think of possible solutions
