1. People Skills
Benefits of People Skills- fun pressure release valve,students talk and share with one another.
Notes to the School Admin. - PS cannot operate as an independent course in one classroom it must part of the entire school operation.
WIfM What's in it for me- People Skills will help you with classroom management. Exercises that make students think about their professional behavior.
Judy will bring CD player
Activities for Day One:
Ice Breaker – People Bingo- Jerry will make and bring
Exploratory question on Rapport
Decorate crown before they take CARE profile
CARE Profile
Create People before chart on 4 personality patterns
Pocket Guide Summarizes
Polar Opposite Cocktail Party
Action plan (if time allows) – Judy will run those off – page 157

2. people skills the Beauty Industry is more than hair, skin and nails
Because…
the Beauty Industry
is more than
hair, skin and nails

3. For All Salon Professionals

4. INDUSTRY TIMELINE Pre 70’s 1970s 1980s 1990s 2000+ Unisex Salons
Wash & Wear Styles
Precision Cuts
People Skills High-Tech Salons Day Spas More Male Clients
Pre 70’s
1970s
1980s
1990s
2000+
Beauty Parlors
Beauticians
Wash & Set Styles
Barber Shops
Franchises
Liquid Tools
Computers
Full-Service Salons
Specialty Licenses
Color Explosion Texture Fusion Health & Wellness What’s Next?

5. WHY CUSTOMERS QUIT 3% MOVE AWAY 5% OTHER FRIENDSHIPS
1% DIE
3% MOVE AWAY
5% OTHER FRIENDSHIPS
9% COMPETITIVE REASONS
14% PRODUCT DISSATISFACTION
68% QUIT BECAUSE OF ATTITUDE OF INDIFFERENCE TOWARD CUSTOMER BY SOME EMPLOYEE

6. people Skills Communication Skills 80/20 Principle
80% of success is communication skills
20% of success is technical skills

7. The New People Skills!
Part One Relating with CARE Part Two Serving with CARE

8. New: Novice, Professional, Master

9. Novice Professional Master
Focus is on technical skills; less likely to apply people skills
Professional
Have basic technical skills down cold; spend time applying their people skills
NOVICE
Generally focused on developing new skills
Unaware of how much they do not know
PROFESSIONAL
Able to identify skilled and unskilled areas
Increasingly turn their attention to people skills
MASTER
Enjoy learning and appreciating the differences between individual clients, co-workers, bosses, and vendors
Experiment freely with relationships
Easily establish rapport with wide range of people
Master
Highly proficient in creative and technical skill areas as well as with people skills

10. Rapport
Have you ever met anyone and immediately felt like you have known each other for a long time?
ACTIVITY:
Group discussion or pair share on response to rapport question. Assign a group leader and then ask for volunteers to share with the group.

11. Rapport A close relationship with harmony and agreement
Creates harmony that enables you to get along better with people
Mutual interests
Similarities
Is an abstraction
Can’t touch or measure it
Know that it is there
Can sense when it is not

12. Rapport Is an abstraction Can’t touch or measure it
Know that it is there
Can sense when it is not

13. Building Rapport ? Build Rapport by: Identifying what gets in the way
Overcoming those barriers

14. Understanding Yourself
5 BUILDING BLOCKS OF RAPPORT
Understanding Yourself 1
Understanding Your Client 2
Understanding the Phases of Service 3
Managing Your Relationships
1. PERSONALITY DIFFERENCES
Recognizing your own and your clients’ personality styles:
Gives you ways to communicate your ideas to your clients in a way that suits their style
Helps you understand the various needs and perceptions of the different personality styles and their preferences
Allows you to do a hose of simple things to help intentionally create rapport
2. BLAME, JUDGMENT, JEALOUSY, AND RIGHTEOUSNESS
Create a big barrier to rapport
Overcome them by expanding your tolerance and acceptance
Understand differences instead of judging
Take responsibility instead of blaming
Reduce your righteousness
3. CULTURAL, GENERATIONAL, GENDER AND SEXUAL-ORIENTATION DIFFERENCES
Stem from people’s diverse personalities, customs, and beliefs
Know how to treat clients who may be different from you
Work on tolerance and acceptance skills
Different Goals and Expectations
Understand and respect your clients’ goals
Work with clients to understand their point of view and share yours
5. TECHNICAL PROBLEMS
Problems can be resolved to the client’s satisfaction much more easily if you have built rapport with client
Be honest about a problem and offer alternatives 4
Managing the Phases of Service 5

15. Personality Differences
5 BARRIERS TO RAPPORT
Personality Differences 1
Blame, Judgment, Jealousy, and Righteousness 2
Cultural, Generational, Gender and Sexual-Orientation Differences 3
1. PERSONALITY DIFFERENCES
Recognizing your own and your clients’ personality styles:
Gives you ways to communicate your ideas to your clients in a way that suits their style
Helps you understand the various needs and perceptions of the different personality styles and their preferences
Allows you to do a hose of simple things to help intentionally create rapport
2. BLAME, JUDGMENT, JEALOUSY, AND RIGHTEOUSNESS
Create a big barrier to rapport
Overcome them by expanding your tolerance and acceptance
Understand differences instead of judging
Take responsibility instead of blaming
Reduce your righteousness
3. CULTURAL, GENERATIONAL, GENDER AND SEXUAL-ORIENTATION DIFFERENCES
Stem from people’s diverse personalities, customs, and beliefs
Know how to treat clients who may be different from you
Work on tolerance and acceptance skills
Different Goals and Expectations
Understand and respect your clients’ goals
Work with clients to understand their point of view and share yours
5. TECHNICAL PROBLEMS
Problems can be resolved to the client’s satisfaction much more easily if you have built rapport with client
Be honest about a problem and offer alternatives 4
Different Goals and Expectations
Technical Problems 5

16. 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

17. CARE Profile
Judy will provide copies of this

18. COOPERATORS Feeling and Passive Cooperators Are: Cooperators Need:
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 tend NOT to be as concerned with: Cooperators tend to:
Time Smile
Tasks Seldom Criticize
Productivity Chat Easily
They tend to care more about: Listen
People
Feelings
Listening
Relationships
Cooperators often exhibit the following qualities:
Openness
Patience
Passivity
Willingness to listen
Their clients generally feel:
Seen
Heard
Valued

19. ANALYZERS Thinking and Passive Analyzers Are: Analyzers Need:
Factual
Precise
Methodical
Not risk takers
Not fast-paced
Security
Time to think
Facts to rely on
Analyzers tend NOT to be as concerned with: Analyzers will likely:
Speed Deal in Facts
Feelings Worry about the time
Friends Focus on concrete details
They tend to care more about: Listen intently and respond after reflection
Accuracy
Perfection
Precision
Security
Analyzers often exhibit the following qualities:
Focus
Hesitancy
Neatness
Shyness
Their clients generally feel:
Secure
Distant
Safe

20. Thinking and Assertive
REGULATORS
Thinking and Assertive
Regulators Are:
Regulators Need:
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 tend NOT to be as concerned with: Regulators will usually:
Feelings Be direct
Analysis Feel wary if you hesitate
Approval Be to the point
Others Speak their minds
They tend to care more about:
Doing
Achieving
Action
Leading
Regulators often exhibit the following qualities:
Independence
Assertiveness
Purposefulness
Leadership
Their clients generally feel:
Served
Satisfied
Dispatched

21. ENERGIZERS Feeling and Assertive Energizers Are: Energizers Need:
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 tend NOT to be as concerned with: Energizers tend to:
Deadlines Smile
Rules Crack Jokes
Goals Chat Non-Stop
They tend to care more about: Want Your Approval
Appreciation
Change
Approval
Activity
Excitement
Energizers often exhibit the following qualities:
Talkative
Creative
Energetic
Outgoing
Their clients generally feel:
Positive
Excited
Inspired

22. ENERGIZER 4 PERSONALITY PATTERNS COOPERATOR ANALYZER REGULATOR ? Why?
How?
What?
What
If?
Feelings…Must Feel It!
Facts! Details!
By the book
What is it?
What else can I do?
!!!
??? ?
Jerry will cover with Steven coming in at energizer

23. Steven covers this

31. Shared Traits
Steven finishes this slide

32. 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

33. Elements of Style Shifting
Changing the way you communicate
Changing mannerisms
Thinking different
Apply the law of requisite variety
Experimenting
Risking
Polar Opposite Cocktail Party

34. Serving with CARE 8am to 4pm DAY 2 Activities for Day 2:
Ice Cream Customers and Servers
Wishing Well
Greeting Phase Word Activity
3 Minute Listen
He Stole the Money
Values – Judging values from mag photos
New Client Assessment Questionnaire
Words to keep and Words to Avoid

35. 6 Phases of Service Greet Assess Agree Deliver Recommend Complete
Jerry will cover

36. Students with
people skills
Make
the
MOST
CENTS