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Chapter 3 communicating with confidence. 3.1 3.2. Communication basics Professional communication. Recognize, monitor and use forms of nonverbal communication to your advantage Make verbal messages clear and concise Reduce inattentive listening habits.

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Chapter 3 communicating with confidence


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    1. Chapter 3 communicating with confidence 3.1 3.2 Communication basics Professional communication Chapter 03 communicating with confidence | advance organizer

    2. Recognize, monitor and use forms of nonverbal communication to your advantage • Make verbal messages clear and concise • Reduce inattentive listening habits Chapter 03 communicating with confidence | advance organizer

    3. Use professional etiquette to express respect, demonstrate integrity and communicate a commitment to personal excellence • Approach communication problems constructively Chapter 03 communicating with confidence | advance organizer

    4. Communication basics 3.1 BODY LANGUAGESPEAKINGLISTENING Chapter 03 communicating with confidence | communication basics

    5. communication basics • Communication is a total body effort involving more than using your mouth to speak and ears to listen • Effective communication requires a responsive exchange between speaker and listener • Communicating clearly and directly without sending mixed messages is key Chapter 03 communicating with confidence | communication basics

    6. Body language • Body Language: Nonverbal communication • Up to 55 percent of a message’s meaning and impact comes from the body’s movements and positions • A combination of facial expressions, eye contact, gestures, posture and proximity can carry more weight than words • Self-confidence, or lack of it, comes through “loud and clear” in your body language Chapter 03 communicating with confidence | communication basics | Body Language

    7. Body language Chapter 03 communicating with confidence | communication basics | Body Language

    8. Body language Chapter 03 communicating with confidence | communication basics | Body Language

    9. Body language Chapter 03 communicating with confidence | communication basics | Body Language

    10. Body Language First Impressions: The initial judgments people make of one another when meeting for the first time • Formed in the blink of an eye • Body language is a key ingredient Chapter 03 communicating with confidence | communication basics | Body Language

    11. speaking Speaking: Your primary communication tool (also known as verbal communication) • Speaking clearly and using proper language sustains most communication exchanges • Three-step approach to speaking with clarity: • Less is more • Get to the point • Focus on what’s important Chapter 03 communicating with confidence | communication basics | speaking

    12. speaking Enunciation: Pronouncing words clearly, preciselyand accurately • Send clear messages by avoiding mumbling Inflection: Changing the pitch of your voice while speaking • Hold the people’s attention by changing your tone of voice Chapter 03 communicating with confidence | communication basics | speaking

    13. speaking Chapter 03 communicating with confidence | communication basics | speaking

    14. speaking Chapter 03 communicating with confidence | communication basics | speaking

    15. speaking Chapter 03 communicating with confidence | communication basics | speaking

    16. speaking Chapter 03 communicating with confidence | communication basics | speaking

    17. speaking Chapter 03 communicating with confidence | communication basics | speaking

    18. Flex (adjust your behavior and adapt your approach) to ensure messages are being understood General flexing strategies when speaking include: • Tune in to how others will be most comfortable interacting. • Find things in common with others. • Show concern and compassion. • Use questions to demonstrate interest and understanding. • Communication is a two-way street Chapter 03 communicating with confidence | communication basics | speaking

    19. WENT versus GONE Both are forms of the verb to go; went is the past tense; gone is the past participle and follows has, had or have. • Common Speaking Faux Pas “I have gone there before.” not “I have went there before.” “He went home.” not “He gone home.” Chapter 03 communicating with confidence | communication basics | speaking

    20. OF versus HAVE Many people use poor enunciation when saying have so that it sounds like of. • Common Speaking Faux Pas “I would have been on time.” not “I would of been on time.” Chapter 03 communicating with confidence | communication basics | speaking

    21. GOOD versus WELL Good is an adjective. Well is usually an adverb. • Common Speaking Faux Pas “This shampoo workswell on dry hair.” not “This shampoo worksgood on dry hair.” “This is a good shampoofor your hair.” Chapter 03 communicating with confidence | communication basics | speaking

    22. THEN versus THAN Than is used in a comparison. Then tells when. • Common Speaking Faux Pas “Your son is taller than you.” not “Your son is taller then you.” Chapter 03 communicating with confidence | communication basics | speaking

    23. GOOD versus WELL Besidemeans by the side of. Besides means in addition to. • Common Speaking Faux Pas “Put your bag besidethe mirror.” not “Put your bag besidesthe mirror.” “Besides being less expensive, this product works well, too.” not “Beside being less expensive, this product works well, too.” Chapter 03 communicating with confidence | communication basics | speaking

    24. listening • Listening well is as important as speaking well and is not just a matter of sitting there and being quiet • Focus your attention on the speaker and what is being said • Guide the speaker along so messages areaccurately conveyed Chapter 03 communicating with confidence | communication basics | listening

    25. listening Chapter 03 communicating with confidence | communication basics | listening

    26. listening Chapter 03 communicating with confidence | communication basics | listening

    27. listening Chapter 03 communicating with confidence | communication basics | listening

    28. listening People who do not know how to listen pay a big price at work and in personal lives: • Come across as self-centered • Miss a lot of important information • Struggle to develop loyal clientele Saying nothing… Sometimes says the most Chapter 03 communicating with confidence | communication basics | listening

    29. Professional communication 3.2 PROFESSIONAL ETIQUETTECOMMUNICATION CHALLENGES Chapter 03 communicating with confidence | Professional communication

    30. Professional communication In the salon industry, the line between social and professional communication is not always clear cut • It is essential to know where the line is and take care not to cross it • Good manners communicate everywhere • People will treat you as you treat them • Display true character at all times, even when challenging situations arise Chapter 03 communicating with confidence | Professional communication

    31. PROFESSIONAL ETIQUETTE Etiquette: The forms, manners, ceremonies, and conventions that have been agreed upon as acceptable or required in a profession or in a social setting • Reflects the respect, integrity and commitment within professions and societies Decorum: Appropriate speech and conduct • Will always be noticed by clients and co-workers and appreciated by salon owners and managers Chapter 03 communicating with confidence | Professional communication | PROFESSIONAL ETIQUETTE

    32. Professional etiquette To Communicate: • Use respectful language • Introduce yourself and others • Be helpful • Listen with interest • Refrain from loud verbal exchanges RESPECT INTEGRITY COMMITMENT Chapter 03 communicating with confidence | Professional communication | PROFESSIONAL ETIQUETTE

    33. Professional etiquette To Communicate: • Offer praise and compliments sincerely • Receive praise and compliments graciously • Respond to messages promptly • Limit cell phone use to personal time • Guard against stereotyping RESPECT INTEGRITY COMMITMENT Chapter 03 communicating with confidence | Professional communication | PROFESSIONAL ETIQUETTE

    34. Professional etiquette To Communicate: • Apologize when you make a mistake • Avoid exaggerating and inflating the truth • Choose the right time and place for discussions • Say “no” in a tactful way; offer alternative solutions • Communicate in open, honest ways; discuss appropriate topics RESPECT INTEGRITY COMMITMENT Chapter 03 communicating with confidence | Professional communication | PROFESSIONAL ETIQUETTE

    35. Professional etiquette To Communicate: • Do what you say you will • Support the success of others • Do the right thing regardless of the personal inconvenience • Take responsibility for your actions RESPECT INTEGRITY COMMITMENT Chapter 03 communicating with confidence | Professional communication | PROFESSIONAL ETIQUETTE

    36. Professional etiquette To Communicate: • Show passion by displaying a professional appearance and friendly personality • Honor time schedules; prepare and arrive on time • Be dedicated to helping clients achieve the results they want RESPECT INTEGRITY COMMITMENT Chapter 03 communicating with confidence | Professional communication | PROFESSIONAL ETIQUETTE

    37. Professional etiquette To Communicate: • Establish professional goals • Stay informed about industry trends • Engage in and enjoy lifelong learning • Represent the profession through community involvement • Persevere through difficult times RESPECT INTEGRITY COMMITMENT Chapter 03 communicating with confidence | Professional communication | PROFESSIONAL ETIQUETTE

    38. Use your salon’s protocol when answering the phone • Use a pleasant and friendly voice; smile while talking • Speak slowly and enunciate clearly; verify that the caller has understood • Ask direct questions to gain information • Ask if there is anything else you can do to assist the caller • Telephone Etiquette Chapter 03 communicating with confidence | Professional communication | PROFESSIONAL ETIQUETTE

    39. Offer precise responses to questions • Repeat the appointment details for confirmation • Avoid placing the caller on hold if at all possible • Thank the person for calling; allow the caller to hang up first • Telephone Etiquette Chapter 03 communicating with confidence | Professional communication | PROFESSIONAL ETIQUETTE

    40. Communication challenges GENERAL GUIDELINES FOR HANDLING COMMUNICATION CHALLENGES • Stay in control of your emotions - key to all problem-solving and conflict resolution • Stay open - open mind will diffuse many disagreements • Stay positive - be confident that together, you and your client will find a workable solution • Stay focused - address one issue at a time Chapter 03 communicating with confidence | Professional communication | Communication challenges

    41. Communication challenges Use “I” Versus “YOU” Try structuring your thoughts differently before you speak. Taking the blame and/or accusation away from communication lightens the load for both the sender and receiver. Instead of “You need to clean this work area today,” try “I know we all agreed to take turns cleaning this area and I see it is your turn today. Do you need any help?” Chapter 03 communicating with confidence | Professional communication | Communication challenges

    42. Communication challenges Chapter 03 communicating with confidence | communication basics | Communication challenges

    43. Communication challenges Chapter 03 communicating with confidence | communication basics | Communication challenges

    44. A Seven-Step Process for Handling Communication Challenges • Get Ready – stop, take a deep breath and acknowledge the issue • Identify the Problem – gather the facts • Generate and Compare Options for the Solution – ask client or co-worker for ideas before suggesting your own • Determine the Course of Action – come to agreement about how to proceed Chapter 03 communicating with confidence | communication basics | Communication challenges

    45. A Seven-Step Process for Handling Communication Challenges • Act on Solving the Problem – follow through on the course of action • Check the Progress of the Plan – evaluate how well the plan is working • Celebrate – thank client or co-worker for working with you to find a solution Chapter 03 communicating with confidence | communication basics | Communication challenges

    46. Late Clients • Remind client of the scheduled service time; ask if there was any difficulty arriving on time • Explain what services you do and do not have time to complete • Discuss problem with habitually late client after the service in a private setting • Quick Tips for Handling Scheduling Issues Chapter 03 communicating with confidence | communication basics | Communication challenges

    47. Early Clients • Welcome client warmly • Tell client how long before service will begin • Provide reading material and beverage for client relaxation • Quick Tips for Handling Scheduling Issues Chapter 03 communicating with confidence | communication basics | Communication challenges

    48. “No-Show” Clients • Make reminder call ahead of time • Call client to discuss missed appointment • Inform client of cancellation policy, if appropriate • Offer other available appointment times • Express interest in seeing the client at a future salon visit • Quick Tips for Handling Scheduling Issues Chapter 03 communicating with confidence | communication basics | Communication challenges

    49. Scheduling Mix-up Clients • Obtain all information about appointment youcan from the client • Ask client to give you a moment to investigatethe situation • Focus on solving and apologize to the client forany inconvenience • Alert management if you are unable to correctthe situation • Quick Tips for Handling Scheduling Issues Chapter 03 communicating with confidence | communication basics | Communication challenges