LITERACY IN THE BEAUTY INDUSTRY
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THE LITERACY SKILLS OF YOUR EMPLOYEES COULD BE DIRECTLY AFFECTING YOUR SALON
of people
EMPLOYED
in New Zealand
businesses have literacy skills
B E LOW optimal the minimum level required for
Clients are demanding higher levels of skill and service than ever before. All salon staff, including trainees, need to meet and exceed client expectations. Skills such as speaking, listening, reading, writing, numeracy, information technology, problem solving, team work, self-confidence and learning how to learn need to keep pace with increased business demands.
everyday life and work.
This is a level determined by an
international study of the adult literacy skills in OECD countries (1996).
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A WORD FROM THE HITO CEO
“
Providing an
environment that supports staff and their learning will result in positive staff who are confident to undertake any task in the workplace. ”
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After years in the personal grooming industry, I am excited to be working with these industries to raise awareness of literacy issues and how these could be affecting the productivity and profitability of salons, spas and barbershops. It is important for people to be aware that everyone has areas that they may not be as strong in literacy. This doesn’t mean that they are completely lacking in these skills. Waste product from incorrect mixing and measuring, errors in client cards or bookings, incorrect comprehension of a consultation with a client or mistakes at the reception will all affect customer satisfaction, retention of clients, the stock bill and profits. Providing an environment that supports staff and their learning will result in positive staff who are confident to undertake any task in the workplace. Erica Cumming HITO CEO
“
Development of these skills is beneficial for your learning and
on-going training once qualified. They are also essential to communicate effectively with clients and develop your skills in business.” Janine Tait OWNER OF LOX HAIR AND BEAUTY – DISTRIBUTOR OF JANESCE SKIN CARE
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WHAT LITERACY SKILLS ARE NEEDED IN YOUR CLINIC?
Improving the literacy skills of your staff will help your business grow its client base, retain clients and adapt to future needs. On a typical day, the literacy skills vital in a clinic, include:
1. Good communication Answering the phone Listening and responding sensitively to client needs Interacting with stylists Explaining procedures and options to clients
2. Calculating weights and measures Estimate the time needed to complete a service Apply products to client’s face or body for the correct amount of time
3. Reading instructions Client cards Product application and usage (from written instructions) Making appointments
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4. Following instructions 5. Recording information accurately Filling out client cards Making appointments
6. Problem solving Making decisions under pressure or when other staff are busy Analysing client skin conditions Recommending appropriate procedures
7. Taking responsibility Informing the Manager when equipment is broken Following up on client questions
8. Reading Health and Safety rules Reading and understanding health and safety information on chemicals
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DO YOU NEED TO IMPROVE POOR TEAMWORK OR COMMUNICATION, REDUCE WORKPLACE ACCIDENTS, MISTAKES, AND CLIENT COMPLAINTS?
Your staff may not have the literacy skills they need to operate effectively and efficiently in your clinic. Have you noticed the changes in beauty practices over the last ten years or so? Less time allowed for each client, a far greater range of products to work with and multiple treatments for more clients are placing higher literacy demands on your staff. Business owners and operators have reported these benefits from increasing the literacy skills of employees:
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•
Higher customer satisfaction
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Improved communication and teamwork
•
Instructions understood and followed
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Less supervision needed
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Higher quality results and fewer mistakes
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More efficient use of products and professional services
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More committed employees
•
Reduced staff turnover
•
Improved safety
•
Improved confidence of staff.
“
We have been embedding literacy and numeracy for 2 years now
at Whitireia, a work in progress, but it is working well. The majority of students are enjoying seeing an improvement in their work and their confidence growing in their academic work. The tutors enjoy the targeted teaching and the positive outcomes it brings.” Cathie Johnson PROGRAMME MANAGER OF BEAUTY AND HAIRDRESSING AND BEAUTY SERVICES TUTOR AT WHITIREIA NEW ZEALAND
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WHAT CAN YOU DO TO HELP?
1. As an employer, think about what you expect of your staff in terms of Communicating with clients and co-workers and you Following instructions Problem solving Working with products and machinery Explain to staff the skills they need to do a good job and help them build those skills
2. As an employer and trainer, remember that people learn best by Understanding the purpose of the task Seeing the task being done Trying, making mistakes, experimenting Talking, questioning, listening
3. When your employee hasn’t completed a task well: Check that you clearly explained the task Did you demonstrate how to complete the task?
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Ask the employee what they understood they needed to do Explain why the task was necessary Look for other ways of explaining task Pair the person with a fellow employee who can explain tasks clearly
4. As an employer and trainer, encourage your employees to gain beauty qualifications: Ask about what your staff have learnt and discuss ideas with them Provide opportunities to put their learning into practice When you are doing something in the clinic, link it to the theory of their learning
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“
The literacy work that HITO is carrying out is making a significant
contribution to increasing employers’ awareness of literacy and numeracy issues in their workplaces, and is equipping them with the knowledge to address those issues.” Nicky Murray PROJECT MANAGER – LITERACY AND LEARNING
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WHAT’S HAPPENING TO IMPROVE LITERACY IN THE BEAUTY INDUSTRY?
HITO is committed to improving literacy levels in the industry. We: •
Are supporting the up-skilling of off-job trainers to enable them to build the literacy skills of trainees
•
Have identified the literacy demands of the beauty industry
•
Created a literacy tool called Aquarius which can be used in training to identify and improve literacy gaps
You can: •
Offer support to your employees to develop the literacy skills they need to do their job well
•
Ring your HITO Sales and Liaison Managers and ask for help in getting literacy support
•
Get more ideas by visiting: www.workbase.org.nz
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You can access Aquarius on the HITO website here: www.hito.org.nz/aquarius-online
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PEOPLE
LITERACY SKILLS
CONFIDENCE
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HITO NATIONAL OFFICE Level 1 95 Thorndon Quay Wellington 6011 PO Box 11 764, Manners Street Wellington 6142 T: (04) 499 1180 | F: (04) 499 3950
www.hito.org.nz