LITERACY IN THE HAIRDRESSING S A LO N
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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 apprentices, 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
“You don’t have to know everything about hairdressing to use strategies to teach it.”
After years in the hairdressing industry, I am excited to be working with industry to raise awareness of literacy issues and how these could be affecting the productivity and profitability of salons. 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 the 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 salon. Erica Cumming HITO CEO
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“
Literacy improvement impacts on my salon in ways that you don’t think
about until you realise things that were a problem are no longer occurring. We have experienced lower wastage of colour products, less time wasted on the phone booking appointments, less confusion over client names and what services they are having, better understanding of retail products and therefore more sales of these products. All of which result in a better bottom line profit at the end of the year, a happier boss and happy staff!” Allison Murray-Travers SALON OWNER – HAIR TECHNIQUE, WANGANUI
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WHAT LITERACY SKILLS ARE NEEDED IN YOUR SALON?
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 salon, 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 Mixing colour for accurate tone and quantity Sequencing and timing chemical procedures
3. Reading instructions Client cards Mixing colour (from written instructions) Making appointments
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4. Following instructions Assisting a stylist Assisting the salon manager
5. Recording information accurately Filling out client cards Making appointments
6. Problem solving Making decisions under pressure or when other staff are busy Reading clients hair condition and growth pattern 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 salon. Have you noticed the changes in salon 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
•
Improved communication and teamwork
•
Instructions understood & followed
•
Less supervision needed
•
Higher quality results and fewer mistakes
•
More efficient use of chemicals
•
More committed employees
•
Reduced staff turnover
•
Improved safety
•
Improved confidence of staff.
“
As a hairdressing educator it is important that we support our learners
and expand their literacy skills when delivering our sessions in the classroom. By embedding tasks to support literacy we can promote life skills along with hairdressing specific skills. This gives apprentices more confidence not only with their career but also with their personal life skills.” Donna Bowman TUTOR – SCHOOL OF HAIRDRESSING TECHNOLOGY, SOUTHERN INSTITUTE OF TECHNOLOGY
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WHAT LITERACY SKILLS ARE NEEDED IN YOUR SALON?
Improving the literacy skills of your staff will help your business to grow its client base and adapt to future needs. On a typical day, the literacy skills vital in a salon, include:
1. As an employer, think about what you expect of your staff in terms of Communicating with clients, co-workers and you Following instructions Problem solving Working with chemicals 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
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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? 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 hairdressing qualifications: Ask about what your apprentices are learning in class and discuss ideas with them Provide opportunities to put their learning into practice When you are doing something in the salon, link it to the theory of their learning
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“
As an assessor/tutor of apprentices during Off Job training, I have
found the HITO student diagnostics a valuable tool prior to meeting the apprentice. This enables me to prepare lessons more effectively to better meet their needs.” Michelle Eaton OFF JOB TRAINING TUTOR – EASTERN INSTITUTE OF TECHNOLOGY
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WHAT’S HAPPENING TO IMPROVE LITERACY IN THE HAIRDRESSING 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 apprentices
•
Have identified the literacy demands of hairdressing
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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 for an apprentice
•
Get more ideas by visiting: www.workbase.org.nz
•
You can access Aquarius on the HITO website here: www.hito.org.nz/aquarius-online
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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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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