ch.3 communicating for success MC

Effective human relations and communication skills build ____, accelerate professional growth, and promote a positive work environment.

Lasting client relationships

Returning clients should not be bothered with intake forms, as they are only for new clients

False

As a beauty professional, do not attempt to fufill the role of _____, career guide, parental sounding board, or motivational coach for any of your clients.

Counselor

If you are involved with a scheduling mix-up, always remember to _____.

Be polite and never argue about who is correct

As you interact and communicate with co-workers, you should be honest and

Sensitive

The final step in the client consultation is to ____.

Review the consultation

The intake form is used in the client consultation

True

Good communication skills reduce potential workplace _______.

Conflict

It is recommended that you allow how much time in your schedule to do the client consultation?

5-15 minutes

If a client is revealing increasingly personal details, one recommended strategy is that you _____ or find a reason to excuse yourself, and when you return, start a new conversation topic or suggest a mini relaxation service.

Change the subject

If a client requests a specific look that they have seen on a celebrity but that cannot be achieved, you should ____.

Create a plan, offer alternative looks, and set future goals

When you meet an older client for the first time, you should ______.

Ask how the client wishes to be addressed

The sixth step of the 10-step consultation method is ___.

Show and tell

Your reactions to situations beyond your control and your ability to____ in the face of challenges are critical to being successful in a people profession.

Communicate effectively

The client _____ is the communication with a client that determines the client’s needs and how to achieve desired results.

Consultation

One important golden rule of communication for building a successful industry career is to _____.

Be aware of your surroundings

The first step of the 10-step consultation method is to _____.

Review the client intake form

When should the client consultation be performed?

Before starting the actual service

When communicating with your manager about an issue or problem, it is recommended that you ___ beforehand.

Think of possible solutions

Reassure the client that you will fill out the intake form after the service, so there is no need to arrive early

False

The ability to understand people is ____ to operating effectively in many industries.

The Key

The act of successfully sharing information between two people (or groups of people) so that the information is understood is called ____ communication.

Effective

A practical step for effectively communicating in the workplace is to _____.

Believe in yourself

The intake form can be used from the moment a new client calls to make an appointment.

True

To earn a client’s _____ and loyalty, be consistent by always having a positive attitude.

Trust

When interacting and communicating with co-workers, make every effort to remain _____ and resist being pulled into spats and cliques.

Objective

The document also known as a client questionnaire, consultation card, or health history form is the client ____ form.

Intake

You may want to schedule clients who are ____ late for the last appointment of the day or ask them to arrive earlier than their actual appointment time

Habitually

In handling a client who is dissatisfied with a service, the ultimate goal is to ______.

Make the client happy and willing to return for future services