Chapter 3: Communication Skills for Salon Professionals 2 CE Hours
By: Staff Writer Learning objectives After completing this course, the learner will be able to: Describe all the factors that can affect communication in the salon. Identify strategies to build a strong client base. Course overview This course begins with communications. It is often said that good communication is the key to doing well in life and business. Several factors affect both direct and indirect
Discuss the importance of meeting client expectations. List some methods of establishing professional boundaries with clients.
communication. In this basic-level course, stylists will learn tips and tricks to help them improve and maintain their communication skills with clients, coworkers, and management.
WORKING WITH CUSTOMERS
Affecting communication There are several factors that can affect communication, including the presence of a disability, choice of communication channels, the atmosphere, lack of feedback, and the ability of the receiver to communicate. Another important factor is the relationship between those communicating- is it strained? Comfortable? All of these factors will affect the way you communicate and receive information. Figure 1: Factors that Affect Communication
5. Direct communications are always preferable—breakdowns or confusion can occur in indirect communications such as email or text messaging. 6. Keep phone conversations and emails with clients brief and to the point 7. Always gain people’s permission to use their personal email. 8. Gain clarity around a company’s communication expectations, as companies’ policies and procedures will vary. 9. When speaking with a client on the phone, stylists should always paraphrase the customer’s request in order to ensure they have heard them correctly. For instance, the stylist may ask, “I understand you want/need a partial highlight” or “Am I correct in that you want/need to schedule a thirty minute massage?” Interactive exercise The following interactive exercise helps individuals to identify areas in which their communication skills are strong, and the areas that could use some extra effort:
Use of Language
Status & Role
Culture
I Need More Work in This Area
Statement
Yes No
I feel confident in my direct, in-person communications with my clients. I feel confident in my direct in-person communications with my colleagues. I feel confident in my direct in-person communications with supervisors and owners. I feel confident in my telephone skills. I feel confident in my ability to write professional emails. I feel confident in my ability to communicate with professionalism in all situations. I am unconcerned about my direct or indirect communications skills.
Clarity of Message
Individual Perceptions
In a professional salon environment, stylists will communicate with a broad range of individuals, including clients, colleagues, supervisors, and salon owners. Individuals communicate with different types of people in different ways. A conversation with a client is going to be far less formal than one’s communication with a supervisor or a salon owner. There will also be far more indirect communication with some people, while other people merit regular and direct communications. So, how can a professional improve their communication skills? Helpful tips 1. Always keep an even, calm, and professional tone. 2. No matter what the situation, never engage in angry communications in public. 3. Never use email or the phone to vent on someone. 4. Remember that anything typed in emails can be used as legal communications in court.
EliteLearning.com/ Cosmetology
Book Code: ENC0824
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