NATIONAL SKILL TRAINING INSTITUTE FOR WOMEN, NOIDA

LESSON PLAN

Trade & Course:

Cosmetology

Scope:

Lesson Plan no.:   3

Subject/Module: General

Prepared BY:  Ruchichamoli

                       T.O. (Cos.)

TITLE:  Interactive Skills

OBJECTIVE/Specific Aim: At the end of this lesson trainee shall be able

1.     Define Professional Ethics

2.     Explain purpose of telephone services

3.     Describe basic rules for telephone etiquettes

4.     Explain importance of communication skill.

Teaching Aids: Power point presentation, Laptop, related Charts& Videos

PRESENTATION

Days

Points

Information

Example/ Spot Hint

Day 1

Define Professional Ethics

Professional ethics:- In order to maintain high standards, the code of ethics dictates that each member needs to be a professionally trained cosmetologist who has undergone sufficient training so that she can handle  her customers with care, upholding hygiene and safety standards. Respect and dignity – Treat each other well.

Power point Presentation

Purpose of Telephone Services:

An important part of the salon business is handle over the telephone techniques make it possible for the salon owner and cosmetologist to increase business and win clients with each call, you have a chance to build up the salon's reputation by rendering professional service. The telephone services may useful purposes in the salon, such as:  

•       Make or change appointments.

•       Go after new business.

•       Remind patrons of needed services.

•       Answer questions and ender friendly service.

•       Answer questions and render friendly services

•       Adjust complaints and satisfy patrons.

•       Receive messages.

•       Order equipment and supplies.

Role play/ Video

Describe basic rules for telephone etiquettes:

•       Display an interested, helpful attitude, as revealed by the tone of your voice and what you have to say.

•       Be prompt. Answer all calls as quickly as possible.

•       Nothing irritates the caller more than waiting for you to answer.

•       Practice giving all necessary information to the caller.

•       Be tactful. Avoid saying or doing anything that may offend or irritate the caller.

•       Clear speech

•       Correct speech

•       Pleasing tone of voice

Video

 Videos

Explain importance of client consultation :

Client consultations are an important process in any business. For every cosmetologist, a successful consultation plays an important role because it allows you to gather information from your client, understand their goals for hair and makeup, and recommend the right products.

To achieve successful Client Consultation note some points :

1.     Listen to your client attentively and maintain eye contact throughout the consultation.

2.     While greeting your clients, shake hands with them.

3.     While consulting your client, make sure you sit next to them and not talk by looking in the mirror.

4.     Find out where the client heard about you or your salon.

5.     Ask the client what service she has to get do.

6.     Ask the client about their expectations of you and the salon.

7.     Find out how the client cares for her own Skin/hair.

8.     Ask the client for permission before you start service. This makes the client confident about you and your salon and is the “secret” behind the success of a cosmetologist.

9.     After the job is done, make sure you thank your client. You can also send them thank you cards via email or mail.

Live Demo

Role Play

Video

Questions:

1.     Define Professional ethics?

2.     What is the basic rules of telephone etiquettes?

3.     What is the importance of client consultation?

Refs. : NIMI Cosmetology book

          :YouTube videos

         : Google.com