Consultations

Question 1

Basics of communication

Answer 1

Communication is a total body effort. It involves far more than simply using your mouth to speak and your ears to listen.

Question 2

Body language

Answer 2

Also known as non-verbal communication

Refers to the messages that come from the movements and positions of the body

These include:

• Facial expressions
• Gestures
• Eye contact
• Posture
• Proximity

Question 3

Facial expression and eye contact

Answer 3

Offer a genuine smile.

Consider what your facial
expression is communicating.

Avoid negative facial
expressions (furrowed brow,
frowning or twisting your lips).

Use eye contact throughout the conversation to demonstrate interest, but do not stare.

Question 4

Gesture, Posture and Proximity

Answer 4

Express confidence by keeping your hands out of your pockets and avoiding fidgeting.

Nod your head occasionally
to confirm you are listening.

Avoid negative gestures
like foot-tapping, finger
pointing, crossing arms.

Question 5

What posture to have while having consulting with a client

Answer 5

Stand or sit with a straight back and head up; do not slouch.

Leaning forward when communicating says, “I’m interested.”

Avoid positioning yourself too closely or too far away, as this may come across as pushy/threatening or distant/standoffish.

Question 6

How to speak while around a client

Answer 6

Also known as verbal communication; your primary communication tool

Refers to how we speak and what we say
This includes:
-Honesty
-Clarity
-Appropriate vocabulary
-Pitch
-Rate
-Force

Question 7

Why should you be honest and have clarity while talking to a client

Answer 7

• Tell the truth to build trust and credibility.
• Admit when you do not know something.
• Speak clearly.
• Use visual aids to clarify information.

Question 8

What vocabulary should you use around a client?

Answer 8

Use acceptable and understood words; do not use technical terms with clients or inappropriate language.
Use words that create a clear mental picture.

Question 9

What Pitch to use around a client

Answer 9

Vary your tone of voice when talking; avoid extremes such as monotone and high pitch.

Match your tone of voice to the message you want to give.

Question 10

How fast and loud should you talk?

Answer 10

Change the speed in which you speak to maintain attention and meet the requirements of your target audience.
Speak loud enough to be easily heard, but do not speak so loudly that others feel you are shouting.

Question 11

Questioning during a consultation

Answer 11

Questioning is an important part of consultation.

Types of questions include:

• Open questions
• Closed questions

Question 12

Listening to your client

Answer 12

Listening is just as important to communication as speaking.

Without anyone to listen, there would be no point in anyone speaking, and vice versa.

Listening techniques include:

• Focused attention
• Respond
• Repeat
• Paraphrase
• Question

Question 13

Focus your attention and respond to your client

Answer 13

-Be aware of what is going on around you.
Ask questions to show interest.

-Pay attention to non-verbal
communication messages.

-Listen to the end, do not
assume you know the ending.

-Acknowledge, clarify or reply
to the communication.

Question 14

Paraphrase and question what your clients say to you

Answer 14

-Translate what you heard into your own words.
Summarise what has been communicated.

-Always respond to questions
as soon as practical.

-Use questions to gain additional
information; clarify and confirm
your understanding.

Question 15

Challenges of communication

Answer 15

there are bound to be times when communication seems to break down and challenging situations arise.

Challenges may occur
when people are:
-Stressed
-Distracted
-Pressed for time 
-Faced with something unexpected

Question 16

How to deal with communications challenges

Answer 16

Stay in control of your emotions, remain calm.

Stay open, show people you are willing to change the way you think and remain warm and approachable.

Stay positive, be confident that together, you and the person will find a workable solution.

Stay focused, address one issue at a time and do not get sidetracked.

Question 17

Structure of the skin

Answer 17

Hair follicles – Pockets out of which the hair will grow

Sebaceous glands – Produces the
natural oil of the hair and skin, which
is called Sebum

Hair bulb – Located at the base of the
hair root, follicle, contains dividing cells
which form new hairs

Question 18

Structure of the skin 2

Answer 18

Arrector pili muscle – Causes the
hair to stand on end when a person
is cold or scared

Sweat glands – Controls and regulates
body temperature excretes waste
products, via the sweat pore

Blood vessels – Supplies the hair with
nourishment

Question 19

Hair structure

Answer 19

Medulla
Cortex
Cuticle

Question 20

What Is the Cuticle do?

Answer 20

Cuticle
The outer layer
Made up of overlapping layers of transparent scales (7 and 10 layers)
Protective layer

Question 21

What is the Cortex?

Answer 21

The main section of the hair
Looks like bundled fibres 
Gives hair its elasticity
All chemical processes take place here
Colour pigment is found here

Question 22

What is the Medulla?

Answer 22

Central layer often absent in fine hair

Plays no part in hairdressing services

Question 23

Stages of hair growth cycle

Answer 23

Anagen –> Catagen –> Telogen –> Early anagen –> repeat

Question 24

Anagen

Answer 24

Active growing stage

On average 85%-90% of a hair is in this stage

Lasts between 1.5 to 7 years

Question 25

Catagen

Answer 25

Transitional (changing) stage; cell division stops On average 1% of the hair is in this stage Lasts approximately two weeks

Question 26

Telogen

Answer 26

Resting stage, when each hair bulb has no attached root sheath and gradually hair falls out On average 14% of hair is in this stage Lasts approximately three to four months Eventually, cell division is again stimulated, producing new hair (early anagen stage), and the cycle starts again

Question 27

Different hair types

Answer 27

The shape of the follicle will determine the shape of the hair as it grows from the follicle Round- Type 1c Oval- Type 1a/b or 2 Kidney-shaped- Type 3/4

Question 28

Hair Classifications

Answer 28

Type 1 Straight hair: Type 2 Wavy hair: Type 3 Curly hair: Type 4 Very curly hair

Question 29

Type 1- Straight hair

Answer 29

1a Fine/Thin – hair tends to be very soft, shiny and oily, and it can be difficult to hold a curl 1b Medium – hair has lots of volume and body 1c Coarse – hair is normally extremely straight and difficult to curl

Question 30

Type 2- Wavy Hair

Answer 30

2a Fine/Thin – hair has a definite “S” pattern. Normally can accomplish various styles 2b Medium – hair tends to be frizzy and a little resistant to styling 2c Coarse – hair is also resistant to styling and normally very frizzy; tends to have thicker waves

Question 31

Type 3- Curly Hair

Answer 31

3a Loose curls – hair tends to have a combination texture. It can be thick and full with lots of body, with a definite “S” pattern. It also tends to be frizzy 3b Tight curls – hair also tends to have a combination texture, with a medium amount of curl

Question 32

Type 3- Very Curly Hair

Answer 32

4a Spring curl pattern – hair tends to be very fragile, tightly coiled and has a more defined curly pattern. 4b Z pattern – also very fragile and tightly coiled however, the hair has a less defined curl pattern and more of a “Z” pattern shape

Question 33

Hair colour Pigments

Answer 33

The colour pigment melanin is produced in the cortex by melanocytes. There are two types of melanin: - Eumelanin (black/brown pigment) - Pheomelanin (red/yellow pigment)

Question 34

What is Density?

Answer 34

Density refers to the amount of hair: Light or thin (sparse) Medium Heavy or thick (abundant

Question 35

What is texture?

Answer 35

Texture refers to the thickness of hair: -Fine hair may be resistant because of tightly packed cuticles. -Medium hair has on average 7-10 layers of cuticle and generally accepts products well. -Coarse hair may be resistant due to the increased number of cuticle layers.

Question 36

What is Porosity

Answer 36

Porosity refers to the ability of the hair to absorb moisture, liquids or chemicals. -Porous hair has raised cuticles, which influence the amount and speed at which liquids can penetrate the hair. -Resistant porosity describes hair that is able to absorb the least amount of moisture, due to the cuticle layers being tightly closed.

Question 37

What is Elasticity

Answer 37

Elasticity is the ability of hair to stretch and return to its original shape without breaking. The hair needs to have good elasticity to enable it to be stretched into new shapes when styling. Chemical services should be avoided if the hair has poor elasticity to prevent further damage or breakage.

Question 38

How and why do a porosity test?

Answer 38

Why: To check if the cuticle is raised/damaged When: Before any service ``` How: Run the thumb and finger along a strand of hair (points to roots) ``` Results: Hair feels rough (cuticle is open/hair is porous) Hair feels smooth (cuticle is closed)

Question 39

How and who do an elasticity test?

Answer 39

Why: To assess any damage to the internal structure of the hair (the cortex) When: Before any service How: Gently pull a few strands of wet hair and check result Results: Good elasticity – The hair will stretch and spring back Poor elasticity – The hair may not stretch, or will stretch and not spring back, or may break

Question 40

How and why do a skin test?

Answer 40

Why: To check for an allergic reaction to colour (parade) When: 24/48 hours before a colour service (Following manufacturer’s instructions) How: Cleanse test area (behind the ear or inside the elbow) Prepare colour following manufacturer’s instructions Apply a small amount to the test area and leave, as per manufacturer’s instructions Positive result: The reaction may include: redness, swelling, itching

Question 41

How and why do an incompatibility test?

Answer 41

Why: To test for metallic salts on the hair When: Before a chemical service, if you suspect colour on hair contains metallic salts ``` How: Cut off a few hair strands and place in the mix of: 20 parts hydrogen peroxide 1 part ammonia Let sit for up to 30 minutes ``` Positive result: Discoloration, heat, bubbles or hair breakage

Question 42

How and why do a colour test?

Answer 42

Why: To determine the suitability of product and identify the potential colour result When: Before the colour service ``` How: Can be carried out on the head or by using a cutting of hair The intended colour is mixed, applied, developed and removed ``` Results: Required result achieved Required result not achieved

Question 43

How and why do a strand test?

Answer 43

Why: To monitor the colour development and the condition of the hair When: During the development of the colour How: Gently wipe the product away from strands of hair Results: Colour has developed and needs to be removed Colour requires further development

Question 44

How and why do a pre-perm test?

Answer 44

Why: To help identify suitable products, rod size and development time When: Before the perm service How: Can be carried out on the head or by using a cutting of hair The hair is wound, the lotion applied, developed, neutralised and removed Results: Required result achieved Required result not achieved

Question 45

What will hair classification affect?

Answer 45

Will affect: - The looks that can be achieved - Techniques used - Tools/equipment used - Products used

Question 46

What will hair length affect?

Answer 46

Will affect: - The looks that can be achieved - Techniques used - Tools/equipment used It may also affect the products used

Question 47

What will Body shape affect?

Answer 47

When considering the entire body shape, identify the widest area of the body. As you visualise the client’s overall body silhouette, imagine the amount of volume needed for the hairstyle to bring this widest area into proportion with the rest of the body.

Question 48

What will head shape affect?

Answer 48

Head Shape When making decisions about style consider the overall shape of the head, you may have to adjust your technique to suit the head shape. The aim is to create a style that flatters the head shape.

Question 49

What are the different face shapes?

Answer 49

``` Oval Round Square Oblong Pear Diamond Heart ```

Question 50

Different types of Hair Growth patterns

Answer 50

Widow’s peak forms from a point at the front hairline and curves to one side. Avoid fringes. A cowlick is a strong growth pattern that moves to the right or left at the front hairline. Cut the hair following the same direction as it naturally grows and falls. Allow additional length in this area to avoid the hair sticking up.

Question 51

Different types of hair growth patterns 2

Answer 51

A whorl is a strong circular directional growth on either side of the nape or crown. Allow additional length so the hair will remain flat or cut the hair very short to avoid it sticking up. A double crown is a growth pattern that consists of two whorls positioned side by side in the crown area. When cutting in this area, allow enough length so that the hair lays flat against the head.

Question 52

Different types of hair and scalp conditions

Answer 52

Non-infectious hair conditions, which include alopecia Non-infectious skin conditions Infectious skin conditions Infestations

Question 53

Non-infectious hair conditions

Answer 53

``` Damaged hair Split ends (fragilities crinium) Trichorrhexis nodosa Canities Monilethrix Alopecia areata Male pattern baldness Traction alopecia Alopecia totalis Diffuse alopecia ```

Question 54

Non-infectious scalp conditions

Answer 54

``` Psoriasis Dandruff (pityriasis capitis) Seborrhoea (oily scalp) Sebaceous cyst Eczema Dermatitis Keloid scarring Ingrowing hair ```

Question 55

Infectious skin conditions

Answer 55

``` Ringworm of the scalp (tinea capitis) Sycosis (barber’s rash) Folliculitis Impetigo Warts (if open) ```

Question 56

Infestations

Answer 56

Head lice and nits (pediculosis capitis) Scabies

Question 57

Client records

Answer 57

Prior to commencing the consultation, access return client records. Double-check that you have the right card by confirming their details. If the client is new to the salon or there is no card, create a new one. The client’s record card information should be kept secure and accurate, legible, and relevant to the service.

Question 58

Different legislations (consumer protection act)

Answer 58

The Consumer Protection Act helps to safeguard the consumer under European law from products that do not reach a reasonable level of safety. The Act covers: Product Liability The Act allows a person to sue for compensation if a faulty product causes death or personal injury. General Safety Requirements It is a criminal offence to sell goods that are unsafe. Products must include information relating to its safe use. Misleading Prices It is a criminal offence to mislead the customer on the price of a product or service, so ensure you have up-to-date price lists available and on display. Distance Selling The customer’s right to cancel or request a refund within a 14 day period.

Question 59

Different legislations (Sale of goods act)

Answer 59

The Sale of Goods Act and The Sale and Supply of Goods Under these acts: The retailer must sell goods that are as described, satisfactory quality and fit for purpose You are entitled to get your money back if an item is: Faulty Incorrectly described Not fit for purpose Services must be: Carried out with reasonable care and skill Carried out within a reasonable time and at a reasonable charge (if no charge is agreed in advance)

Question 60

Different legislations (Trade descriptions)

Answer 60

The Trade Descriptions Act states that: Descriptions of goods and services are given by a person on behalf of the salon should be accurate and not misleading. Each product sold must be as described, of satisfactory quality, and fit for purpose. It is an offence to provide incorrect information via any method (verbal, written or image). Product labels must include where the product was made.

Question 61

Different legislations(Price act)

Answer 61

The Price Act requires the price of products to be displayed. Cosmetic Products Regulations are part of consumer Protection. The European Union has laid down regulations regarding product labelling, which must include the ingredients contained in the product.

Question 62

Different legislations(Equality and diversity)

Answer 62

Equality and Diversity Legislation covers a number of acts and regulations, which form the basis of anti-discrimination law in the UK, including: - Gender - Race - Religion - Sexuality - Human rights - Age - Disability

Question 63

Different legislations(Data protection)

Answer 63

The Data Protection Act requires companies that hold personal data on both their employees and clients to: Keep information secure Keep information accurate and up-to-date Maintain information relevant only to their needs and used only for the purpose it was supplied Comply with individuals’ requests for information held about them Securely dispose of information when out-of-date or no longer required