Unit Aim
The aim of this unit to provide Learners with the knowledge, understanding and skills to provide effective consultations and client care.
Unit Content
1 Know how to communicate with clients
- Communication techniques:
- ~Verbal
- ~Non-verbal
- ~Written
- Importance of communicating and behaving in a professional manner
- Consultation techniques:
- ~Questioning
- ~Listening
- ~Language
- ~Reference to records/history of hair
- ~Advice
- ~Visual aids
- Individual client needs:
- ~Audience
- ~Equality, diversity and inclusivity
- ~Perceptions
- ~Expectations
- ~Service objectives
- Importance of effective communication to identify client needs, expectations and support the client journey
- Personal space
- Client recommendations
- ~Type of recommendation
- ~Importance of recommendations
2 Know how to consult and advise clients
- Client records:
- ~Importance of keeping and updating client records
- ~Information included
- ~Storage: manual, electronic, authorised access, secure storage
- Factors that restrict, prevent or affect service/treatment
- Importance of tests
- Importance of identifying and recording contra-indications
- Importance of referring clients for medical advice
- Client confidentiality
- Legislation
3 Be able to consult and advise clients
- Communication to build client confidence and trust
4 Know how to evaluate the quality of the consultation process
- Quality standards
- Importance of review
- Feedback:
- ~Methods
- ~Other
- ~Importance of
5 Be able to evaluate the quality of the consultation process
- Analysis
- Recommendations for improvement
