SCHOOL OF HORTICULTURE, HAIRDRESSING & APPLIED THERAPIES
Client care and communication
Written evidence workbook
UV30468
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√ competent / x not yet competent
SCHOOL OF HORTICULTURE, HAIRDRESSING & APPLIED THERAPIES
Communication
The ability to communicate, and communicate well, is one of the biggest
factors to success. You could be an excellent therapist, but if you’re unable to
promote your services and communicate effectively with clients and
colleagues, your potential is limited.
Effective communication skills
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Listening carefully to the client
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Observe nonverbal communication
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Using both open and closed questions
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Obtain feedback and evaluate the results
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Professional ethical conduct and appearance throughout
Barriers to Communication
A barrier to communication is any obstacle that prevents the sending,
receiving and understanding of a message. There are many barriers in
everyday life. They could be physical or psychological, with problems about
how the message is created or interpreted. Whatever the barrier, the best
way to overcome it is to make sure that you actively use all your
communication skills, listening carefully to what is being said and responding
in a clear, focused way.
Language barriers
Hearing or speech impairment may be difficult to overcome, but you must
make sure that you are fully informed about these disabilities and that you try
to do everything possible to help those affected.
Cannot understand the words being spoken – the words may not be in their
vocabulary – abbreviations being used. Using slang, jargon or acronyms can
also affect how communication is understood.
The person may not speak English as their first language or may have
difficulty understanding a different dialect or strong regional accent.
Overcome this barrier by using hand signals and gestures or diagrams.
Emotional barriers
Communication can be blocked because of a difference in attitudes, beliefs
and values. It may be that a client is upset or angry about a service they have
received and are shouting or swearing at you.
If people are stressed or worried about something it can affect
communication because they have something major on their mind. It can also
affect the morale of the salon if a team member is undergoing a stressful
time. This is where you active listening skills can be practised by offering to
be someone to talk to.
Miscommunication
Incorrect information or misinterpretation of a set of instructions or what
someone is saying can have serious consequences. Never make an
assumption- you guess could go wrong.
This can be resolved with regular meetings and ensuring everyone is well
informed.
Organisational barriers
If the organisational structure of a salon is confusing and there is unclear line
management, this will affect communication, lead to tension within the team
and can have a damaging effect on the business.
Salon environment
Other barriers to communication within a salon:
 Loud background music
 Over/under heated salon
 Inadequate lighting
Whatever the barriers, you must try to overcome these obstacles by dealing
with the best ways to deal with each situation.
Be able to communicate and behave in a professional manner when
dealing with clients.
1. Describe how to adapt methods of communication to suit the
client and their needs.
2. Explain the importance of respecting a client’s “personal
space”.
3. What is meant by the term “ professionalism”
4. Describe how to use suitable consultation techniques to
identify treatment objectives.
5. Explain the importance of providing clear recommendations
to the client (aftercare, post treatment restrictions, future
treatments required and retail products) .
Be able to manage client expectations.
6.Explain the importance of adapting retail sales techniques to
meet client requirements
7. Identify methods of improving own working practices
8. Describe how to resolve client complaints