1. To be able to communicate with clients
Outcome 1
D: Outline differentformsofcommunicationused to deal with clients
The differentformsof communicationare verbal,writing,emailsandphone calls.
E: Describe how to use consultation techniquesto identifytreatmentobjectives
Consultationtechniquesusedtoidentifytreatmentobjectsare visuallycheckingthe handsforwhat
youthinktheyneedandhowyou can give the besttreatmenttosuitthe clients.Alsotoverballyask
questionsaboutwhatis neededandwhatthe conditionof the client’shandsandnailsare.
Therapistscanalso refertorecordsand use what previoustreatments whichhave beendone to
identifywhatmaybe needed.
F: State the importance of using effective communicationtoidentifyclientneedsandexpectations
Usingeffective communicationisvital whenidentifyingclients’needsandexpectationsasthe client
will notbe happyif you donot complete treatmenttotheirsatisfactoryalsotheymayrefuse topay
as it wasnot whattheywanted.Itis importanttokeepthe customer/clienthappyandstaycost
affective.Alsoif youdonotidentifythe needsof the clientsuccessfullymanyproblemscanevolve.
G: Describe the term ‘personal space’
Personal space iskeepingadistance of arm’slengthaway.Duringtreatmentsunlessitisafull on
contact treatmentsuchas massage thenyoumust keepyourpersonal space orthe clientcan feel
intimidatedoruncomfortable.
H: State the importance of providingthe clientwithclear advice and recommendations
It isimportantto give the clientclearadvice andrecommendationsastheywill feelasthoughwe are
tryingto give themthe bestoutof the treatmentandhelpthemtoprolongthe results.Thisalsocan
influenceclientstocome back to the salonas theygot the besttreatmenttheycouldaskforand
referfriends.Youdon’tnotwantto make the clientfeel asthoughtheyare beingdiscardedfast.
To be able to provide client care
Outcome 2
F: Describe clientconfidentialityinline with data protectionlegislation
The data protectionlegislationmeanskeepingall clientdataandinformationprivateandsecure
fromanyone else beingable tosee.Youmustalsokeepall private informationthe clienttellsyouto
yourself astheytrustyouas a therapistandwithouttrustthe clientcanbecome uncomfortable and
not wantto come back thinkingyouare a gossipandjudgingthe clients.

2. G: Explainthe importance of communication techniquestosupport retail opportunities
To Supportretail opportunitieswhencommunicatingtoclientsmeansusingtechniquessuchas
referringthe productstothe clientstosuittheirpersonal needs.Anythingtheythe clientcanbenefit
fromyou mustremembertosuggesttheypurchase themandhow it can benefitthempersonally.
H: State the importance of clientfeedbackand respondingconstructively
It isimportantto have clientfeedbackandconstructiveresponse asyouwill know if youare making
any mistakesorsuccessfullygivingthe besttreatmentyoucando.Client’sopinionmeanseverything
inthe industryandif theyare not happythenthe salonwill notbe successful.Therefore gettingthe
feedbackisavital thingwhichcan improve yoursalon.
I: Outline how to referand assist inclientcomplaints.
Clientcomplaintswouldhave tobe treatedwithgreatdelicacyasyoudo notwant to offendthe
clientevenmore thantheyare.You mustgetto the rootof the problemandresolve ittothe best
youcan andapologise foranymistakesmade.