GOOD COMMUNICATION MEANS SUCCESS Clear and consistent communication is essential for making sure a business runs the best it possibly can. We spoke to three trainers about why excellent communication is vital to them, how it works in their business, and their advice for other trainers and business owners looking to improve their communication skills and techniques.
ROSEMARY CHALMERS, D’OR HAIRSTYLISTS
they will communicate in various situations in the future to get excellent results.
“Communication in the salon is vital to its success and is one of the core values of the D’Or brand,” says Rosemary Chalmers, owner of D’Or Hairstylists in Arrowtown. “It is essential each of us understands where every team member is, and the work they are doing to ensure clients are receiving excellent customer service”.
“This has been valuable in highlighting to apprentices the ways that different clients and personality types communicate,” Rosemary says. “We want ensure that all clients receive helpful, timely, and professional service and the stylists’ day is organised and structured”.
D’Or first realised the importance of communication when their team grew in size. In a busy salon, Rosemary says, it’s vital that team members know what they should be doing and where they should be. That way, the service the customers receive is top notch, and the salon runs smoothly.
Communication is essential to every team member at D’Or, but it is especially valuable for the new members of the team (particularly apprentices). They need to understand how to communicate with the other members of the team quickly and efficiently, and how they can work seamlessly to provide support to the senior members of the team, Rosemary says.
“Apprentices come to work ready to learn, to be inspired and empowered as creative young people”
The results of quality communication are clear. At D’Or, their apprentices come to work ready to learn, to be “inspired and empowered as creative young people”. They have ownership of their role, and they understand what needs to be done, how to do it, and where they need to be, says Rosemary. This avoids the need for micromanaging, giving everyone the space to do their jobs and do them well.
At D’Or, training focuses on both verbal and non-verbal communication. They hold team training every week (in which every staff member participates). They play games and roleplay understanding body language. They walk through various scenarios that have happened/may happen and discuss how
52