Download Presenting a professional image File

School of Horticulture, Hairdressing
And Applied Therapies
Presenting a Professional Image in a salon
Knowledge Activity Pack
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Customer Service
Poor customer service
Have you ever been somewhere – a shop or restaurant, for example – and received
poor customer service? Write down your experiences below and explain how this
made you feel.
Draw on these experiences to have a professional discussion with your colleagues
about how you can ensure that clients do not encounter the same experiences in
your salon. Make notes in the space provided below.
Relationships with clients
Methods of communication
With the help of the diagrams below, list the ways in which you can
communicate.
List as least six different ways to communicate.
1
2
3
4
5
6
Develop yourself
Open and closed questions
Below are a number of questions. Some are open and some are closed questions.
1
In each pair of questions, identify which is an open question and which is a
closed question, by writing ‘open’ or ‘closed’ in each box.
a
Are you OK today?
b
How are you today?
c
When was the last time you had your hair cut?
d
Was it six weeks ago that your hair was last cut?
e
What can I do for you today?
f
Would you like a shampoo and blow-dry today?
g
Would you like your next appointment in six weeks?
h
When would you like your next appointment?
2
What is the difference between open and closed questions?
3
Why do you think open questions are important in hairdressing
consultations?
Develop yourself
Verbal, non-verbal and written communication
Use the table below to list as many types of verbal, non-verbal and written
communication as you can think of that would be used in a salon environment,
including at reception.
Communication
method
Types of communication
Verbal communication
Speaking face to face
Non-verbal
communication
Written communication
Observation skills
1
Fill in the missing words from the list below, or see if you can complete the gaps
without using the list of words! (Some words from the list are used more than
once.)
body language
clear
closed
comfortable
develop
encouragement
expressions
eye contact
finish
frowning
hair
interrupt
listening
negative
no
nodding
not
open
positive
satisfied
saying
signs
smiling
stop
talk
two-way
understanding
It is important to assess your client’s
in order to
interpret whether he or she is
regarding his or her
Watch for
is not
with any suggestions you make
.
that understanding is not
or the client
or following what you are
body language involves
.
and gestures such as
, nodding in agreement, lots of
and
gestures, for example arms uncrossed.
body language includes
eye contact and
crossed.
, tension,
gestures such as arms
Effective communication is a
process. You need to have good
skills. This means:

knowing when to
talking and listen to what is being
communicated

listening with interest and

providing
and confirming you have taken in the conversation,
for example by
Listening is a good skill to
or agreeing with the point raised.
and differs from hearing. It is so easy to
and not really listen. Always maintain eye contact with the person
who is speaking and let the person
the sentence – never
. Really understanding what the client is trying to say may mean
you pick up on what the client is
telling you too!
2
Look at the facial expressions below. Underneath each expression, write
down what emotion you think the face is conveying.
1
2
3
4
5
6
7
8
9
10
11
12
Creating a positive impression
You have learned how important it is to give your clients a positive impression.
1
Complete the diagram below to show how you will ensure your clients have a
positive impression of you.
Positive impression
to clients
2
State the reasons why it is important for your clients to have a positive
impression of you.
3
What could be the consequences of your clients not receiving a positive
impression of you and your salon?
Communication techniques
1
Complete the gaps in the passage below.
Communication may be
,
or
.
Verbal communication is what you say. It needs to be:




.
with your client is important. For clients who
may be
of
, eye contact often reinforces the
message.
Non-verbal communication is another term for
.
Your body conveys messages by:




.
2
State your salon’s rules and procedures regarding the methods of
communication you use with clients.
3
State how you can ensure that you communicate effectively with all clients.
Personal presentation standards
Under the following headings, research and discuss the
personal presentation standards required in the salon. Make
sure you consider the health and safety issues surrounding
each of these areas of personal presentation. Write down the
standards required in the table, explaining the reasons for
each requirement, including the health and safety reasons.
Aspect of personal
presentation
Hair and make-up
Hands and nails
Clothing
Footwear
Jewellery
Posture
Personal presentation standards