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not to overreact and if you have a challenging client you should remain calm and be understanding towards them, if the problem escalates then get another member of staff who has the authority to deal with it.

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not to overreact and if you have a challenging client you should remain calm and be understanding towards them, if the problem escalates then get another member of staff who has the authority to deal with it.

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How to be in control when you are in a difficult situation. It is important to be assertive but try not to be confrontational towards the client. If you are struggling, ask a more senior colleague or manager to help deal with the situation.

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How you can change your body language and verbal communication to control a situation youre in.
Also there are people that you can tell that are higher than you such as a manger if a situation becomes out of your hands.

Discussion
Review body language ad coms tech in improving educating client on future products and services. P8 and M3 in skin analysis. Informal assessment on Thursday and discussion on method to develop skills to follow.

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Reflection on Managing Situations.
Inform the client from the outset that I will be providing a nice relaxing facial. If the client starts to chat, or divulge personal information, remind the client that this is a "nice, relaxing and de-stressing facial".
If I am finding the client to be stressing to me, to take a couple of minutes away from the client, go back and try again. If this does not work, take another couple of minutes away and speak with the manageress/supervisor.

Good, you have a strategy t o prevent a difficult situation occurring, but also a plan on dealing with a situation if it happens during your service. Tina

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OUTCOME 1                 Learners must understand the importance of meeting salon standards with regard to communication skills:

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OUTCOME 1                 Learners must understand the importance of meeting salon standards with regard to communication skills:

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Employability – essential to support success professionally Life skills – essential to support success personally

Professional – good practice, essential for client understanding and client satisfaction, essential to promote positive working relationships with colleagues

Avoid misunderstandings – reduces staff issues, reduces complaints, improves client retention

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OUTCOME 2                 Learners must know the factors that can reduce the effectiveness of client care: 

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OUTCOME 2                 Learners must know the factors that can reduce the effectiveness of client care: 

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Language difficulties – limited language abilities or accents may present a barrier

Cultural differences – choice of vocabulary could potentially cause offence

Physical disabilities – speech, hearing problems may present a barrier

Psychological difficulties – low self-esteem and a lack of client confidence may make communicating difficult

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Can you spend a few minutes and share with your class one or two key points that you will take away from this mornings PDR session.

Add one thing you could change or adapt or try when in salon either with clients or colleagues.