Chapter 4 Communicating for Success (Milady State Board Exam Review)

good communication skills reduce potential workplace ____

conflict

in handling a client who is dissatisfied with their service, the ultimate goal is to ____

make the client happy and willing to return for future services

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

strong values

the 6th step of the 10-step consultation method is

show and tell

a practical step for effectively communicating in the workplace is to

believe in yourself

the ability to understand people is ________ to operating effectively in many industries

the key

to earn a client’s _______ and loyalty, be consistent by always having a positive attitude

trust

if a client requests a specific cut or color that she has seen on a celebrity that cannot be achieved, you should _______

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

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

when you meet an older client for the first time, you should _________

ask how the client would like to be addressed

when interacting and communicating with coworkers, make every effort to remain ____ and resist being pulled into spats and cliques

objective

as a cosmetologist, do not attempt to fulfill the role of _______, career guide, parental sounding board, or motivational coach for any of your clients

counselor

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, change the subject or suggest a mini relaxation service

change the subject

as you interact and communicate with coworkers, you should be honest and ______

sensitive

when communicating with your salon manager about an issue or problem, it is recommended that you ______ beforehand

think of possible solutions

the act of successfully sharing information between two people (or groups of people) so that the information is understood is called ______

effective communication

the document known as a client questionnaire, consultation card, or healthy history form is the client ______

intake form

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

client consultation

when should the client consultation be performed?

before starting the actual service

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

5-15 minutes

the 3rd step of the 10 step consultation method is to _________

determine and rate the client’s preferences

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

if you are involved with a scheduling mix-up, always remember to _________

be polite and never argue about who is correct

one important golden rule of communication for building a successful beauty industry career is to _____

be aware of your body language

the 9th step of the 10 step consultation method is to

discuss upkeep and maintenance