Communication involves sending and receiving messages through various channels. There are four main channels of communication: verbal spoken communication including listening; non-verbal visual communication such as signs and symbols; written communication; and body language. Effective communication occurs when the message is received as intended. In a salon, the key people an assistant needs to communicate with include clients, stylists, and other staff. The most commonly used channels are verbal spoken communication and non-verbal body language. Ensuring effective communication is important for providing good customer service in a salon.

1. Communication Communication is about messages A message is sent – by a sender A message is received – by a receiver

2. Channels of Communication Verbal Spoken (includes listening) Non-verbal Visual (i.e. signs/symbols) Written Body Language

3. Effective Communication Happens when a message is received in the manner in which the sender intended Identify the people a salon assistant needs to effectively communicate with Identify examples of the four types of communication channels – which examples are most commonly used in a salon? Why is effective communication important in a salon?

4. Ineffective Communication Messages can fail to be communicated clearly for different reasons the receiver wasn't listening the sender wasn't speaking clearly barriers got in the way of the message

5. Verbal – Spoken Involves speaking & listening Tips for better speaking Think before speaking, in some cases plan what you are going to say Tips for better listening Concentrate on what is being said by giving the speaker full attention Ask clarifying questions Verbal communication represents only about 30% of a way a message is communicated

6. Non-verbal A balance of 70%, is made up of the various non-verbal communication skills that are used every time a message is communicated Take turns sending messages to each other using body language, facial expressions or gestures – was the message received correctly?

7. Personal Presentation What does your current personal presentation communicate about you? Describe how you could change your personal presentation to communicate a different message Describe the ideal personal presentation for a salon assistant to communicate an appropriate image of a salon & it’s services

8. Salon Presentation Think about the messages communicated by the overall presentation of a salon – i.e. signage, cleanliness, tidiness, decor, etc