Cosmetology:
Communicating
for Success
Milady’s
Standard
Cosmetology
©2007 Thomson Delmar Learning. All Rights Reserved
MILADY’S
Standard
COSMETOLOGY
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“The best job goes to the person who can
get it done without passing the buck or
coming back with excuses”
Napolean Hill
MILADY’S
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COSMETOLOGY
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Objectives
• List Golden Rules of Human Relations
• Explain importance of effective
communication
• Conduct a successful client consultation
• Handle delicate communication with clients
• Build open lines of communication with
coworkers and managers
MILADY’S
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LEARNING MOTIVATION:
• It’s story-telling time.
• This is a story about four people named
Everybody, Somebody, Anybody, and
Nobody. There was an important job to
be done and Everybody was sure that
Somebody would do it. Anybody could
have done it, but Nobody did it.
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Everybody got mad about this
because it was Somebody’s job.
Anybody could have done it, but
Nobody asked Anybody. It ended
up that Everybody blamed
Somebody when Nobody did what
Anybody could have done.
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Communication is one of the most important
words in any life or business. If you are an
effective communicator, you and your career will
move forward and most likely thrive. If you are
unable to communicate effectively, like our four
friends in the story, the road to success and
accomplishment will become blocked with
numerous obstacles, many of which can become
to difficult to overcome.
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One of the biggest mistakes we make each day
of our lives is to underestimate the power of
communication. We simply take for granted that
communication really is a tool. It’s a tool that
can help “make” or help “break” us. Our daily
communication can dramatically propel us to
new levels of success or even failure. So let’s
take a closer look at how we can use that tool to
help us achieve our goals and dreams.
MILADY’S
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Human Relations
A study of human problems arising
from organizational and interpersonal
relations; a program designed to
develop better interpersonal and
inter-group adjustments
(Webster’s)
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The best way to understand
others and interact well with
them is to understand
yourself. Good relationships
are built on mutual respect
and understanding.
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Human Relations Basics
• Personal security. When we feel secure,
we are happy, calm, confident,
cooperative, and trusting. When we feel
insecure, we become worried, anxious,
overwhelmed, angry, suspicious,
uncooperative, and sometimes hostile
or withdrawn.
MILADY’S
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Human Relations Basics
Social interaction required.
When we feel secure, we like to
interact with others. We can
help people feel secure around
us by being respectful,
trustworthy, and honest.
MILADY’S
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Human Relations Basics
Handling difficult situations. Some people
create conflict wherever they go; they
are rude, insensitive, or so full of
themselves that being considerate
doesn’t enter their minds. Try to
remember that this person at this
particular time feels insecure or he/she
wouldn’t be acting this way.
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Handling the Ups and Downs
• Respond instead of reacting. When you
“react,” you are no longer in control.
Take deep breaths and tell yourself that
you don’t have to take a negative
situation or behavior personally.
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Handling the Ups and Downs
• Believe in yourself. Trust your judgment,
uphold your values, stick to what you
believe is right. Develop a strong sense
of self-worth.
MILADY’S
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Handling the Ups and Downs
• Talk less, listen more. The same letters
that spell listen, also spell silent!
Remember that old saying that we were
given two ears and one mouth for a
reason.
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Handling the Ups and Downs
• Be attentive. Pay attention to what the
client’s wants and needs are. If one is
too aggressive, ask your supervisor for
advice. At all costs, remain calm and
practice active listening skills.
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Handling the Ups and Downs
Take your temperature. If you notice
chronic negative personal behaviors
once you are in a job, pay careful
attention to what is happening. An
important part of being in a service
profession is taking care of yourself
first and resolving personal conflicts so
you can properly take care of your
clients.
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Golden Rules of
Human Relations
• Communicate from your heart; problem-solve
from your head.
• A smile is worth a million times more than a
sneer. And it causes less wrinkles.
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• It is easy to make an enemy; it is harder to
keep a friend. And you have to be a friend to
have a friend.
• Ask for help instead of just reacting. Watch
what happens.
• Show you care by listening. Try to
understand the opposite point of view.
• Tell people they are great, even though they
don’t always act great.
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Golden Rules of
Human Relations
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Be right, not righteous
Serve others and yourself
Laugh often
Be patient
Be a team player
Listen
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Communication Basics
Communication: The art of transmitting
information in the form of symbols,
gestures, or behaviors, in order to
express an idea or concept so that it is
satisfactorily understood
(Webster’s)
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Greeting New Clients
Common rules of
courtesy apply. Be
polite, friendly, and
inviting. Continuing
to do so will earn
their trust and
loyalty. Remember
these basics.
• Smile
• Introduce
yourself
• Tour the salon
• Be yourself
MILADY’S
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Consulting with Clients
• Consultation determines
desired results
• Schedule sufficient time
• Intake form
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Preparing for the Consultation
• There are a number of items you should
have at your station:
• Photo Collections
• Glamour Books
• Magazine Clips
• Portfolio
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The Consultation Area
Area needs to be clean,
comfortable, and uncluttered. All
materials should be gathered and
organized before the client’s
arrival. Read through the intake
form and refer to it during the
consultation.
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Ten-Step Method
• Review intake form
• Assess current look
• Determine
preferences
• Analyze
• Determine lifestyle
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Ten-Step Method
6.Show and tell. Use photo collections to
learn preferred looks. Listening is key.
Reflective listening refers to listening, then
re-stating or paraphrasing to confirm the
client’s meaning.
7.Suggest. Make suggestions based on your
client’s lifestyle. Based on the desired
service, consider characteristics of hair,
nails, or face and body shapes, etc.
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Activity
Complete the
Effective Listening
Quiz, LP 4.0, H-1.
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8.Offer additional services: This is
called “upselling” or “ticket
upgrading.” Suggest additional
services to make the client’s new look
complete. For example, you may have
provided nail service, but a new color
or texture service would help the client
achieve the desired look.
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9.Review upkeep: Counsel client
on required home and salon
maintenance.
10.Repeat: Re-state everything
you and your client have agreed
upon.
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Concluding the Service
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Record results
Note client’s reaction
List what worked and what didn’t
Indicate retail purchases
Date and file card
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SPECIAL ISSUES IN
COMMUNICATION: How you
react to situations and how you
communicate in the face of
problems will greatly impact your
level of success in the beauty
industry.
MILADY’S
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COSMETOLOGY
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Handling Tardy Clients
• Know salon’s policy
• Provide service if possible
• Identify habitually late clients
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Handling Tardy Clients
• Notify clients when you are late
• Apologize
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Handling Scheduling Mix-ups
• Never argue about who is right
• Be polite and courteous
• Preserve relationship
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Handling Unhappy Clients
• Determine problem
• Change result if
possible
• Explain why it can’t be
fixed
• Never argue with the
client
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Handling Unhappy Clients
• Call on a supervisor or peer
• Defer to the manager
• Confer with the manager afterward
MILADY’S
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Communicating with Coworkers
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Be respectful
Remain objective
Be honest, but sensitive
Remain neutral
Seek help
Don’t take things personally
Keep private life private
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Communicating with Managers
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Be a problem-solver
Get the facts straight
Be open and honest
Don’t gossip or complain
Check your attitude
Be open to constructive criticism
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Employee Evaluation Tips
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Approach positively
Conduct self-evaluation
Share self-evaluation with manager
Write down questions
Ask about promotions or pay increases
Thank manager
MILADY’S
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Summary and Review
• List the Golden Rules of Human
Relations
MILADY’S
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COSMETOLOGY
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Summary and Review
• Define communication
• How do you prepare for a consultation?
• What is the total look concept?
MILADY’S
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Summary and Review
• List 10 elements of a successful
consultation
• Name types of information for client
card
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Summary and Review
• How do you handle tardy clients?
• How do you handle a scheduling mix-up?
• How do you handle unhappy clients?
MILADY’S
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Summary and Review
• List five things to remember in coworker
communications
• List four guidelines for communicating
with salon managers
MILADY’S
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Congratulations!
You’ve just completed
one unit of study toward
program completion!
