Communication 101
Communication that involves facial expressions, posture, gestures, and eye contact.
What is nonverbal communication?
Listening carefully to understand what someone is communicating rather than simply waiting for your turn to speak.
What is active listening?
Your client arrives 20 minutes late and says: “I still want my entire facial. That's what I'm paying for.”
Respond professionally.
Information a client shares about themselves, their services, or personal circumstances should be treated this way.
What is confidential?
An esthetician repeatedly looks at her phone while a client is talking. The client may interpret this nonverbal message as this.
What is disinterest/unprofessional
The process of successfully sharing information between two people so that the message is understood.
What is effective communication?
Respond instead of Reacting, Believe in yourself, Talk less, listen more, Be attentive, Take your temperature are all
What are practical steps for effective communication
When a client complains about another esthetician, avoiding criticism and redirecting the conversation toward the client's concerns demonstrates this.
What is professionalism?
Gossiping about coworkers, clients, or workplace problems violates this professional expectation.
What is professional conduct?
A client says, “My skin burns every time I use this product,” and the esthetician immediately responds, “That's normal,” without asking additional questions. The esthetician has failed to demonstrate this important skill.
What is active listening
The way a person uses their voice including volume, pitch, and emphasis which can change how a message is received.
What is tone of voice?
Maintaining appropriate eye contact, nodding, and facing the speaker are nonverbal ways of showing this communication skill.
What is active listening?
A client says: “TikTok says you're supposed to leave this product on for 20 minutes. Why are you taking it off already?”
Respond without becoming defensive.
Politics, religion, personal finances, gossip, and other potentially controversial subjects generally fall into this category during client conversations.
What are inappropriate conversation topics?
An esthetician tells an upset client, “Well, nobody else has complained about it,” instead of acknowledging the client's concern. This type of response is likely to make the client feel unheard and may increase conflict.
What is a defensive response?
Communication with a client that determines what the client's needs are and how to achieve the desired results
What is Client Consultation
“Tell me about the products you're currently using at home” is this type of question.
What is an open-ended question?
Your client looks in the mirror and says: “I don't see any difference. I basically just wasted my money.”
Acknowledge the client's disappointment without becoming defensive. Ask about the client's expectations. Explain realistic results without making promises.
The clients permanent progress record of services received results, formulations and products purchased/used
What is Service Record Card
An esthetician crosses her arms, avoids eye contact, and sighs while a client explains a concern. These actions are examples of this type of communication.
What is negative nonverbal communication?
Listening to the client and the repeating, in your own words, what you think the client is telling you
What is Reflective Listening
Review, Assess, Preferences, Analyze, Lifestyle, Show and Tell, Recommend, Upsell, Maintenance and Repeat are all part of the
What is the 10-step consultation method
“I don't care what your policy says. I've had this service done somewhere else before and nothing happened. Just do it.”
remain calm, avoid arguing, hold the professional boundary, explain that safety is the reason, and offer an appropriate alternative.
Saying, “I understand that you want to get to know me better, but I like to keep some things private,” demonstrates the ability to maintain these.
What are professional boundaries?
A client tells an esthetician personal information about a medical condition. Later, the esthetician discusses the client's situation with another client. This violates this professional responsibility.
What is client confidentiality?