UBT143X Working with colleagues in the beauty industry

Transcription

1 UBT143X Working with in the beauty industry Unit reference number: R/507/5501 Level: 3 Guided Learning (GL) hours: 25 Overview This unit is about exploring working within a team in the beauty industry. Learners will develop the knowledge and skills to lead a team and appraise them. Learners will develop skills in problem solving and effective communication within a team environment. Learners will also develop skills in supporting and building a professional relationship with their team. Learning outcomes On completion of this unit, learners will: LO1 Understand effective methods of communication to use with LO2 Understand how to support and give feedback to LO3 Understand how to build professional working relationships with Version 6 1

2 Assessment requirements Learners must complete the assessment requirements related to this unit. Learners must produce a portfolio of evidence which contains assessed evidence covering all the assessment criteria in this unit. 2

3 Unit content LO1 Understand effective methods of communication to use with Explain the types of communication used with : Verbal speaking (tone of voice, vocabulary used, volume of voice, no slang or inappropriate terms), face to face, on the telephone Non verbal - Written client cards, messages, s, text messages, letters to professional organisations - Body language posture, facial expressions, eye contact, hand gestures Listening skills not interrupting, listening with focus, not getting distracted, keeping eye contact, remembering information, repeating information to check for accuracy Visual aids support complicated and technical information you may need to pass on to your (instruction manuals, paperwork, leaflets) Electronic forms of communication (keep language professional, use company headers and logos where appropriate, ensure information is accurate), text messages Describe how to adapt communication techniques: New staff be patient, avoid technical jargon which may cause confusion, be supportive, give full explanations and ensure accuracy, repeat instructions when required until colleague gains more experience and confidence Experienced staff keep language professional, respect hierarchy of staff, style and tone of language used Resolving problems keep professional, stay calm, listen to issues raised and clarify any unclear points, show empathy, do not argue, find a mutually agreeable solution Communicating with professional organisations suppliers, trainers, awarding organisations, keep language professional, use company logos, headers, etc. 3

4 LO2 Understand how to support and give feedback to Describe the roles and responsibilities of team members: Salon Manager responsible for the day to day running of the salon, including organising rotas, therapist columns, stock levels and banking Salon owner overall responsibility for the salon, may or may not be a trained therapist. May also not be in the salon on every working day. Will make executive decisions for the business and the way in which it is run Therapist responsible for treating the clients with a high standard of service, performing consultations and keeping client records up to date. Monitor stock levels, cleaning the treatment areas, managing client column and bookings. Establishment may have different levels of therapists from junior to senior and advanced Receptionist responsible for managing the reception area, first point of contact for clients, answering phone calls, dealing with enquiries and bookings, selling products, taking payments and returning phone calls. May or may not be trained in beauty therapy, selling products Trainer responsible for educating therapists in new treatments and products for a specific company. May visit salons and or hold training at central head office. Promote new products and treatments to salons Lecturer/assessor responsible for delivering and assessing qualifications within further/higher education establishments or private training academies. Responsible for ensuring all programs of study are delivered in line with the requirements of the Awarding Organisation and are compliant with the guidance provided to colleges for delivery Internal and external quality assurer responsible for ensuring national occupational standards are met within training establishments. Explain the importance of effective team work: Team work leading and working as a team, sharing good practice, mentoring roles for new staff, maintaining positive attitudes within the team, effective and suitable communication, team building exercises, setting team targets, shared responsibilities, motivation, supportive and positive working environment. Team meetings encourage communication between the team, chance to share good practice, raise concerns, create action plans to overcome issues, new ideas to be shared, occur on regular occasions, minutes kept for evidence, all staff given opportunity to take part, all staff to attend. Explain how to give instructions, support and feedback to : Instructions ensure verbal or written instructions are clear to avoid confusion, lost time that may impact on standard of service within the salon; good communication and open body language used, break steps down, check staff members have understood by asking for clarification Support build positive rapport with, complete progress reviews and appraisals, open door policy where staff can come with concerns or issues, show empathy when listening, give appropriate support when staff member is dealing with issues, know when it is an appropriate time to step in, give guidance to newer members of the team Feedback ensure appropriate time and place for feedback to occur, use appropriate method for feedback (written/verbal), identify training needs, continual professional development (CPD), personal and team target setting (ensure they are SMART), identify strengths and weakness, be aware of communication used when giving feedback (tone of voice, body language, keep eye contact), review progress being made and compare performance over a period of time, ensure feedback is clear and timely 4

5 LO3 Understand how to build professional working relationships with State the importance of behaving professionally: Professional behaviour attending work on time, treat all other staff and clients with respect, professional presentation, respecting hierarchy, effective and positive communication, being polite, treating others how you wish to be treated, following codes of practice, working as a team, following roles and responsibilities, performing every treatment to the best of your ability, going the extra mile Negative behaviour being argumentative, disrespectful, not fulfilling roles and responsibilities within the workplace, being hostile towards other staff members, negative body language, unsuitable communication State the effects of negative behaviour on and the business: Colleagues unnecessary stress for staff members, ineffective working relationships, discontent in the workplace, break down of communication, high staff turnover, lack of respect, poor staff morale, poor productivity and effectiveness Business failure to meet targets, unhappy staff, negative environment, clients would pick up on negative atmosphere, loss of clients due to high staff turnover, bad reputation State how to deal with negative behaviour: Approach the person involved to discuss the problem, air any grievances, follow establishment s complaints policies and procedures, establish the most suitable person to deal with the behaviour, keep discussion private, keep record of what was discussed and action plan created, keep calm and remain positive, use suitable communication methods, monitor situation Describe how to deal with problems within the workplace: Identify the problem, understand the cause of the issue, who is involved in the problem, is it a one off incident or reoccurring, allow persons involved to explain the issue fully without interrupting, listen carefully, clarify any unclear points, show empathy regardless of blame, acknowledge any mistakes made, try to resolve the situation, reach a mutually agreeable outcome, keep records for future reference, know when to refer to more senior members of staff and or management 5

6 Assessment criteria In order to pass this unit, learners must achieve all pass criteria. The pass criteria relate to the proficient demonstration of skills and knowledge. Learning outcome The learner must: LO1 Understand effective methods of communication to use with LO2 Understand how to support and give feedback to LO3 Understand how to build professional working relationships with Assessment Criteria The learner can: P1 Explain the types of communication used with P2 Describe how to adapt communication techniques P3 Describe the roles and responsibilities of team members P4 Explain the importance of effective team work P5 Explain how to give instructions, support and feedback to P6 State the importance of behaving professionally P7 State the effects of negative behaviour on and the business P8 State how to deal with negative behaviour P9 Describe how to deal with problems within the workplace 6

7 Resources The special resources required for this unit are access to a real or realistic working environment which supports the provision of working with and development of team building. A realistic client workshop provides an environment where collegiate working relationships can be explored. Delivery guidance Teachers are encouraged to use innovative, practical and engaging delivery methods to enhance the learning experience. Learners may benefit from: Meaningful employer engagement so they relate what is being learned to the real world of work and understand commercial competency and expectations of being within a team in the beauty industry Work experience within a commercial beauty salon so they can practise to hone their skills in a real environment and work alongside their Using interactive information and technology, systems and hardware so they can learn about concepts and theories, research current trends, research product knowledge and produce resources to support working within a team Links with other units This unit is closely linked with the following units: UCO28M Health and safety in the salon Health and safety should be delivered first since it greatly underpins the present unit. Specifically learners will be required to apply their knowledge and understanding of health and safety when working with in a real or realistic working beauty environment. UBT142M/UBT142X Contribute to the effective running of a business A successful and professional working environment will support the effective running of a beauty business. Specifically learners will be able to apply their knowledge on supporting and communicating professionally with their whilst working together to achieve the establishment s goals. UBT119M/UBT119X Promote and sell products and services A supportive and professional working environment will enhance the team s ability to promote and sell. Specifically learners will be able to work with their in the beauty industry to promote services and products to meet individual and team targets. Promotional events will involve all team members working together professionally. 7