Consultations Flashcards
Basics of communication
Communication is a total body effort. It involves far more than simply using your mouth to speak and your ears to listen.
Body language
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
Facial expression and eye contact
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.
Gesture, Posture and Proximity
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.
What posture to have while having consulting with a client
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.
How to speak while around a client
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
Why should you be honest and have clarity while talking to a client
- Tell the truth to build trust and credibility.
- Admit when you do not know something.
- Speak clearly.
- Use visual aids to clarify information.
What vocabulary should you use around a client?
Use acceptable and understood words; do not use technical terms with clients or inappropriate language.
Use words that create a clear mental picture.
What Pitch to use around a client
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.
How fast and loud should you talk?
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.
Questioning during a consultation
Questioning is an important part of consultation.
Types of questions include:
- Open questions
- Closed questions
Listening to your client
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
Focus your attention and respond to your client
-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.
Paraphrase and question what your clients say to you
-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.
Challenges of communication
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
How to deal with communications challenges
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.
Structure of the skin
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
Structure of the skin 2
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
Hair structure
Medulla
Cortex
Cuticle
What Is the Cuticle do?
Cuticle
The outer layer
Made up of overlapping layers of transparent scales (7 and 10 layers)
Protective layer
What is the Cortex?
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
What is the Medulla?
Central layer often absent in fine hair
Plays no part in hairdressing services
Stages of hair growth cycle
Anagen –> Catagen –> Telogen –> Early anagen –> repeat
Anagen
Active growing stage
On average 85%-90% of a hair is in this stage
Lasts between 1.5 to 7 years
Catagen
Transitional (changing) stage; cell division stops
On average 1% of the hair is in this stage
Lasts approximately two weeks
Telogen
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
Different hair types
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
Hair Classifications
Type 1 Straight hair:
Type 2 Wavy hair:
Type 3 Curly hair:
Type 4 Very curly hair
Type 1- Straight hair
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
Type 2- Wavy Hair
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
Type 3- Curly Hair
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
Type 3- Very Curly Hair
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
Hair colour Pigments
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)
What is Density?
Density refers to the amount of hair:
Light or thin (sparse)
Medium
Heavy or thick (abundant
What is texture?
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.
What is Porosity
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.
What is Elasticity
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.
How and why do a porosity test?
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)
How and who do an elasticity test?
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
How and why do a skin test?
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
How and why do an incompatibility test?
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
How and why do a colour test?
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
How and why do a strand test?
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
How and why do a pre-perm test?
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
What will hair classification affect?
Will affect:
- The looks that can be achieved
- Techniques used
- Tools/equipment used
- Products used
What will hair length affect?
Will affect:
- The looks that can be achieved
- Techniques used
- Tools/equipment used
It may also affect the products used
What will Body shape affect?
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.
What will head shape affect?
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.
What are the different face shapes?
Oval Round Square Oblong Pear Diamond Heart
Different types of Hair Growth patterns
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.
Different types of hair growth patterns 2
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.
Different types of hair and scalp conditions
Non-infectious hair conditions, which include alopecia
Non-infectious skin conditions
Infectious skin conditions
Infestations
Non-infectious hair conditions
Damaged hair Split ends (fragilities crinium) Trichorrhexis nodosa Canities Monilethrix Alopecia areata Male pattern baldness Traction alopecia Alopecia totalis Diffuse alopecia
Non-infectious scalp conditions
Psoriasis Dandruff (pityriasis capitis) Seborrhoea (oily scalp) Sebaceous cyst Eczema Dermatitis Keloid scarring Ingrowing hair
Infectious skin conditions
Ringworm of the scalp (tinea capitis) Sycosis (barber’s rash) Folliculitis Impetigo Warts (if open)
Infestations
Head lice and nits (pediculosis capitis)
Scabies
Client records
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.
Different legislations (consumer protection act)
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.
Different legislations (Sale of goods act)
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)
Different legislations (Trade descriptions)
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.
Different legislations(Price act)
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.
Different legislations(Equality and diversity)
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
Different legislations(Data protection)
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
