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People Skills. people skills. the Beauty Industry is more than hair, skin and nails. Because…. For All Salon Professionals. Unisex Salons Wash & Wear Styles Precision Cuts. People Skills High-Tech Salons Day Spas More Male Clients. Franchises Liquid Tools Computers - PowerPoint PPT Presentation
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People Skills
people skills Because…
the Beauty Industryis more than
hair, skin and nails
For All Salon Professionals
INDUSTRY TIMELINE
Pre 70’s 1970s
1980s 1990s
2000+
Beauty ParlorsBeauticiansWash & Set StylesBarber Shops
Unisex SalonsWash & Wear StylesPrecision Cuts
FranchisesLiquid ToolsComputersFull-Service SalonsSpecialty Licenses
People Skills High-Tech Salons Day Spas More Male Clients
Color Explosion Texture Fusion Health & Wellness
What’s Next?
WHY CUSTOMERS
QUIT 1% DIE 3% MOVE AWAY 5% OTHER FRIENDSHIPS 9% COMPETITIVE REASONS14% PRODUCT DISSATISFACTION68% QUIT BECAUSE OF ATTITUDE OF
INDIFFERENCE TOWARD CUSTOMER BY SOME EMPLOYEE
people Skills Communication Skills
80/20 Principle
• 80% of success is communication skills
• 20% of success is technical skills
The New People Skills!Part One Relating with
CARE Part Two Serving
with CARE
New: Novice, Professional, Master
Novice• Focus is on technical skills; less likely to
apply people skills
Professional• Have basic technical skills down cold;
spend time applying their people skills
• Highly proficient in creative and technical skill areas as well as with people skills
Master
Rapport
Have you ever met anyone
and immediately felt like
you have known each
other for a long time?
Rapport• A close relationship with harmony
and agreement
• Creates harmony that enables you to get along better with people
• Mutual interests
• Similarities
Rapport
• Is an abstraction
• Can’t touch or measure it
• Know that it is there
• Can sense when it is not
Building Rapport
Build Rapport by:
• Identifying what gets in the way?• Overcoming those barriers
Understanding YourselfUnderstanding Yourself
Understanding Your ClientUnderstanding Your Client
5 BUILDING BLOCKS OF RAPPORT
Understanding the Phases of ServiceUnderstanding the Phases of Service
Managing Your RelationshipsManaging Your Relationships
Managing the Phases of ServiceManaging the Phases of Service
1
2
3
4
5
Personality DifferencesPersonality DifferencesBlame, Judgment, Jealousy, and RighteousnessBlame, Judgment, Jealousy, and Righteousness
5 BARRIERS TO RAPPORT
Cultural, Generational, Gender and Sexual-Orientation DifferencesCultural, Generational, Gender and Sexual-Orientation Differences
Different Goals and ExpectationsDifferent Goals and Expectations
Technical ProblemsTechnical Problems
1
2
3
4
5
Building a People Skills Community
• Deepen relevance and meaning by having everyone in the facility practice people skills
• Needs to include everyone from the front door to the back door…from the janitor to the director
CARE Profile
COOPERATORS
• Feeling and Passive• Concerned about people• Concerned about feelings• Patient• Good listeners• Not time-oriented• Not risk-takers
• To be accepted• To get along• To be liked• Cooperation• Feelings• More measured
movement
Cooperators Are: Cooperators Need:
Feeling and Passive
ANALYZERS
• Thinking and passive• Factual• Precise• Methodical• Not risk takers• Not fast-paced
• Security• Time to think• Facts to rely on
Analyzers Are: Analyzers Need:
Thinking and Passive
REGULATORS
• Independent and assertive• Cool and in control• Take-charge types• Doers
• To feel things are well-run
• Challenge• To win• To use a purpose• Reasons without too
much detail
Regulators Are: Regulators Need:
Thinking and Assertive
ENERGIZERS
• Expressive and assertive• The life of the party• Born to convince and
inspire others• Outgoing and creative• Not time structured or goal
directed
• To be admired and appreciated
• Excitement• Change
Energizers Are: Energizers Need:
Feeling and Assertive
4 PERSONALITY PATTERNS
COOPERATOR
ANALYZER
REGULATOR
ENERGIZER
Why?
How?
What?
What If?
Feelings…Must
Feel It!Facts!
Details!
By the book
What is it?
What else can I do?
!!!
???
????
Shared Traits
Style Shifting• Shifting your behavior and words to
match the person you want to be in rapport with
• Adjust the volume, speed, tone and choice of words you use to match their personality style
Elements of Style Shifting
• Changing the way you communicate
• Changing mannerisms
• Thinking different
• Apply the law of requisite variety
• Experimenting
• Risking
Serving with CARE
6 Phases of Service
Greet
Assess
Agree
Deliver
Recommend
Complete
Make the
MOST CENTS
Students with
people skills
