Presentation Notes for The Importance of Effective Communication

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1 Page1 Presentation Notes for Slide 1 Introduction to Cosmetology Introduce topic and slide presentation.

2 Page2 Slide 2 Copyright Copyright Texas Education Agency, These Materials are copyrighted and trademarked as the property of the Texas Education Agency (TEA) and may not be reproduced without the express written permission of TEA, except under the following conditions: 1) Texas public school districts, charter schools, and Education Service Centers may reproduce and use copies of the Materials and Related Materials for the districts and schools educational use without obtaining permission from TEA. 2) Residents of the state of Texas may reproduce and use copies of the Materials and Related Materials for individual personal use only, without obtaining written permission of TEA. 3) Any portion reproduced must be reproduced in its entirety and remain unedited, unaltered and unchanged in any way. 4) No monetary charge can be made for the reproduced materials or any document containing them; however, a reasonable charge to cover only the cost of reproduction and distribution may be charged. Private entities or persons located in Texas that are not Texas public school districts, Texas Education Service Centers, or Texas charter schools or any entity, whether public or private, educational or non-educational, located outside the state of Texas MUST obtain written approval from TEA and will be required to enter into a license agreement that may involve the payment of a licensing fee or a royalty. For information contact: Office of Copyrights, Trademarks, License Agreements, and Royalties, Texas Education Agency, 1701 N. Congress Ave., Austin, TX ; phone ; 2 Texas Education Agency Copyright

3 Page3 Slide 3 How do you think a client would feel if they were trying to talk to you and you were on your cell phone? 3 Discuss.

4 Page4 Slide 4 Be able to communicate and behave in a professional manner when dealing with clients Use effective communication techniques when dealing with clients 4

5 Page5 Slide 5 Exchange of information by thoughts, opinions, or information by speech, writing or signs Sometimes the message you send is not always the message that is received.. 5

6 Page6 Slide 6 Verbal Non-verbal 6 Effective Communication A. Verbal communication 1. Power of what you say: Be sure to be knowledgeable about what you say to people. 2. Inflection: Change in pitch or tone of voice 3. Tone: Pleasant tone of voice communicates the idea that you want to express. 4. Grammar: Using the standard grammar will gain respect from your clients. Using slang will turn them off. 5. Conversational manners: Be sensitive, tactful, honest without offending your clients and co-workers. B. Non- verbal communication 1. Gestures: Body language 2. Eye Contact: Looking at the person is acknowledgement that you are listening. Do not roll your eyes. 3. Appearance: Looking professional will get a client s positive attention. 4. Facial expressions: Worth a thousand words. 5. Body language 1. Negative: Arms crossed, scowl on your face, not smiling. 2. Positive: Arms open, standing tall and confident, and smiling

7 Page7 Slide 7 The use of sounds and language to communicate 7 Practice verbal skills daily.

8 Page8 Slide 8 Communication that is not spoken, but interpreted through body language and facial expressions 8 Allow students to brainstorm examples of non-verbal communication.

9 Page9 Slide 9 9 Communication can also be written (letters/flyers/signs) or electronic ( ). Discuss the importance of correct grammar and spelling on salon flyers and signage. What does this say to potential clients? Discuss etiquette.

10 Page10 Slide 10 Attitude and Manners Matter Personality qualities A. Attitude: Can affect others around you. Attitudes are learned, positive/negative. They can be changed for the better. B. Manners: Good human relations, kind and considerate.

11 Page11 Slide Distribute handout It Matters How You Say It! (see All Lessons Attachments tab) and allow students to practice using a different tone of voice and inflection when asking the question, What do you want me to do?

12 Page12 Slide 12 Maintain professional appearance, personal hygiene and behavior Demonstrate correct client care and professionalism at all times Project professionalism, confidence and enthusiasm when providing information 12 Your personal qualities play an important role in how your non-verbal communication is perceived by your clients.

13 Page13 Slide 13 Communication with clients In salon communication with co-workers Structure of conversation A. Client communication: Direct the conversation. Do not gossip or complain. Do not talk about personal issues, politics or religion. Talk about beauty and fashion. Be a good listener. B. In-salon communication with co-workers: Same as above applies.

14 Page14 Slide 14 Greeting Introduction Tone Ask questions Listen Salon script Telephone ethics A. Greeting: The first thing that you say when you pick up the phone. B. Introduction: Your name C. Tone: Pleasant and happy. D. Ask questions: Double check the information being requested by asking questions. Do not make assumptions. E. Listen: Carefully to what the client is saying. Discuss the script you want used when answering the cosmetology classroom telephone. Have each student develop a basic script for a salon, record on their phone and play it back for the class to evaluate.

15 Page15 Slide 15 Provide good customer service Demonstrate respect to clients Explaining treatment/service/product to the clients Demonstrate good communication skills 15

16 Page16 Slide 16 5 tips for building better communication skills in the salon Click on link 16 View and discuss. Have students provide additional examples.

17 Page17 Slide 17 Demonstrate respect to colleagues 17 Discuss the importance of communicating effectively with co-workers.

18 Page18 Slide 18 Adapt methods of communication to suit different situations and client needs. 18 Have students provide examples.

19 Page19 Slide 19 How to handle an angry client Click on link 19 View and discuss.

20 Page20 Slide 20 Tips for client follow-up Click on link 20 View and discuss.

21 Page21 Slide 21 21

22 Page22 Slide 22 Images: Microsoft Office Clip Art: Used with permission from Microsoft. Textbook: Alpert, Arlene. Milady's Standard Cosmetology. Clifton Park, NY: Thomson Delmar Learning, Print. 22

23 Page23 Slide 23 Youtube Videos: o o o Sam Villa Hair 5 Tips for Building Better Communication Skills in the Salon o o o Sam Villa Hair How to Handle an Angry Client o o o Q and A with Sam Villa Tips for Client Follow-up 23

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