Unit 102 - Session 2

• Hair and beauty
• Further Education (Key Stage 5)

Personal Presentation

Recap

Personal Image - How will this effect the salon business?

Personal Hygiene - What do you need to do?  

Session objectives

By the end of the session you will be able to...

• Explain why effective communication is important
• Explain how communication can make a client feel
• List positive and negative body language
• Explain how body language can effect a client 

Is communication important???

YES

NO

Communication, is it important?

Watch this video and then decide if this is good or bad communication.

• Who was at fault??
• How could this situation be avoided???

What is communication?

• Communication is a way of passing on, receiving and responding to information.
• Good communication skills are essential in the hair & beauty industry as it can make the difference between a poor service and an excellent one.
  
• Poor communication often leads to confusion, misunderstanding and more importantly, mistakes.
  

There are 2 types of communication we use:

• Verbal
  
• Non-verbal

Verbal communication

We use verbal communication everyday in the hair & beauty industry.

Its not just the words we use which are important, HOW we say them (the tone of voice) is also important.

When speaking with clients we should:

• Speak clearly with a soft tone
  
• Avoid jargon and slang
  
• Speak to the client directly and by their name if possible.
  

Questioning is a really important part of communication.

Verbal Communication

Task 

Look at the 3 questions on the next slide. 

How could you change these using open questions to get a better answer from your clients? 

Task 

1) Do you use moisturiser at home?

2) Are we using mousse in your hair?

3) Do you blowdry your hair at home?

Answers

1) Do you use moisturiser at home?

• What is your skincare routine at home?
  

2) Are we using mousse in your hair?

• What type of styling and finishing products do you use at home?

3) Do you blowdry your hair at home?

• Tell me how you style your hair at home

Why is effective communication important?

Non verbal communication

What is non verbal communication??

Non-Verbal Communication

• Body Language 
• Listening
• Facial Expressions 
•  Written Communication 
• Visual Aids 

TASK

In your groups, match the facial expression to the feeling

Our non verbal communication and tone of voice is more important than the words we are saying.

How do you think the way we communicate makes clients feel?