Unit 203 - Client care and communication

Unit 203- Client care and communication

Establishing the clients needs, aims and objectives for their treatment plan
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Slide 1: Diapositive
Beauty therapyFurther Education (Key Stage 5)

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Unit 203- Client care and communication

Establishing the clients needs, aims and objectives for their treatment plan

Slide 1 - Diapositive

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Session objective
  • To introduce communication techniques used in consultations
  • To develop questioning techniques
  • To recognise good and bad consultation techniques
  • To write a ‘distinction’ level treatment plan for your practical assessments
  • To make ‘distinction’ level recommendations for your client

Slide 2 - Diapositive

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Session aim
  • To establish good rapport with clients
  • To gain information of past and present state of health and lifestyle.
  • To identify clients needs and expectations
  • To agree a treatment plan
  • To fully explain procedure
  • To listen to clients questions
  • To explain all information of consultation and treatment details are confidential

Slide 3 - Diapositive

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Define the term Rapport?
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Slide 4 - Question ouverte

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To establish good rapport with clients...

  • Refer to your client by their name as much as possible
  • ALWAYS introduce yourself to the client
  • Positive body language
  • Don’t put up barriers to communication

What does rapport mean?

 Another word for rapport can be relationship. You must build a professional relationship with your client.

Slide 5 - Diapositive

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Eye contact
Making eye contact helps both people focus on the conversation and read facial expressions. This can improve understanding. And improving understanding can significantly improve communication between two people
Clients body language
Your client's hands can give you clues about how they're reacting to what comes up in the session. Trembling fingers can indicate anxiety or fear. Fists that clench or clutch the edges of clothing or furniture can suggest anger.
Record cards
Record cards are an essential part to any service offered within the salon to gather important client information and to ensure correct care of your clients prior to treatment.
Personal presentation
Personal presentation is how you present yourself in everyday situations. This is a communication skill that is essential in gaining employment and being part of a workplace environment. What you say and do are part of your personal presentation, as well as your outward appearance.
Client communication
If you don't communicate well, it can lead to missed opportunities, no referrals, lost sales and even lost customers. Effective communication is important, so clients understand what's going on and how it affects them. This will help maintain customer loyalty and ensure repeat business
Professionalism
Good professional standards will give credibility to our industry, build confidence and increase clientele. CHERISH A GOOD REPUTATION!
Salon environment
A healthy work environment is good for employees, but it's also great for your salon! Healthy workplaces have been shown to have higher productivity, and see a higher return of customers and help to build a good reputation!
Therapist body language
Smile and Make Eye Contact
This will make the client feel welcome and at ease. Show you are actively engaged and listening. Make eye contact. Strike the right balance so they feel relaxed and respected.
Try to position yourself at the end of the courch when perform a consulation so the bed is not a barrier for your body language. 
Key points for a professional consultation 

Slide 6 - Diapositive

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To gain information of past and present state of health and lifestyle
  • This will be completed by completing or reviewing the record card
  • Using questioning techniques (open and closed) to gain the client's history.
  • Use positive body language to ensure you come across as non-judgemental, especially as some information can be sensitive
  • Gain relevant information only

Slide 7 - Diapositive

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How do we communicate?

Slide 8 - Carte mentale

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Verbal
Non verbal
Body language
Tone of voice
Facial expressions
Sign language
Listening
Hand gestures
How do we communicate?

Slide 9 - Carte mentale

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How important is verbal communication in the beauty industry?
😒🙁😐🙂😃

Slide 10 - Sondage

It is essential, in the hair and beauty industry, to have good verbal communication skills. This will make sure that-
Your clients are happy
You do not make any mistakes during the treatments
The business runs efficiently

List two types of questioning techniques

Slide 11 - Question ouverte

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Open question usually start with.....

Who, What, Where, Would, When, How

Can you think of any others?

A
Why
B
Describe
C
Explain
D
All of the above

Slide 12 - Quiz

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ADVANTAGES OF OPEN QUESTIONS
DISADVANTAGES OF OPEN QUESTIONS
Gain more information to help you with your treatment plan
Take longer to ask and answer as there is limited time during a consultation
Can build a rapport (professional friendship) with the client
Can appear nosey
More professional 
ADVANTAGES OF CLOSED QUESTIONS
DISADVANTAGES OF CLOSED QUESTIONS
Quick to answer
Limited information gathered- may not get enough information to successfully decide on a treatment plan
Non-intrusive (not too nosey)
Easy to think up and ask
The best consultation should have a combination of open and closed questions

Slide 13 - Diapositive

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Tone of voice
  • How you talk is more important that the words you use.
  •  When face to face, your words are just 7% of your communication, voice tones are 38% and body language is 55% !
  • On the telephone your body is invisible – words become 27% and voice tones become 73% of your communication.

Slide 14 - Diapositive

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Slide 15 - Vidéo

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Slide 16 - Vidéo

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What could the therapist have said to communicate more professionally?

Slide 17 - Question ouverte

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Slide 18 - Vidéo

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What are your thoughts on the therapists communication?

Slide 19 - Question ouverte

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Hearing impaired client 


  • Body Language will be used more
  • Written communication
  • If known, sign language, but be aware the signs are different for different countries



Slide 20 - Diapositive

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Visually impaired clients

Remember to explain thing better as they will not see any actions or body language.
 
Assist with any signing of paperwork
Read any instructions/terms and conditions to a the client and ensure they understand.

Slide 21 - Diapositive

Situations when communication has to be adapted?
Non English speaking client
Body language
Actions to go with words
Speak more clearly and possibly slower as some words in other languages can be similar
DON’T Speak louder as they are not deaf so volume will not make any difference!

The importance of  identifying clients needs and expectations 
It is important that you establish realistic expectations for the clients.
This means that if they wish to look 10 years younger this will not happen with one facial treatment.
In this instance you can explain that their skin/nail condition can be improved with a number of treatments and following homecare advice over a period of time.

Slide 22 - Diapositive

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What questions can be asked during a consultation regarding current routine?

Slide 23 - Question ouverte

  • What products do you currently use on your skin/nails/hands/feet?
  • Describe your current skin routine?
  • both of these establish how much time a client has to spend on their skin and how much concern they have.
On a business level it allows the therapist to spot opportunities for retailing and giving after care advice
This may also raise concerns regarding allergies to products

What is a treatment plan?
Why should you discuss the treatment plan with the client before starting?
Why should the client sign the treatment plan?
A diagnosis
To have a chat and a catch up
The client doesn't need to sign the treatment plan 
This lists what you will be doing for the client today and why you are doing it.
Just in case they are not happy it can be changed prior to the treatment starting
If your client was a regular client should you always do a treatment plan even if you are doing the same treatment week by week?

Slide 24 - Question de remorquage

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Task
Task
  • 1 x person to act as the client.
  • 1 x person to be the therapist.
  • Complete a consultation in your pairs.
  • Use your new knowledge on client communication to perform a professional consultation roleplay.
  • THIS IS A TIMED TASK AND SHOULD TAKE NO LONGER THAN 15 MINUTES.  
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Slide 25 - Diapositive

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