g21 Session 1

G21
Provide hairdressing
consultation services
Level 3
Hairdressing
Trainer Guidance Notes
The Learning Support Unit

you have recently purchased
makes reference to Key/Core
Skill Opportunities. From
September 2010 Functional/
Essential Skills will be
introduced and Key/Core
Skills will be phased out.
Where reference is made to
Key/Core Skill Opportunities,
please be advised that the
same opportunities will
follow on for Functional/
Essential Skills.
Copyright Habia 2010 - All rights reserved.
Provide hairdressing consultation

services
G21
What this unit is about

This unit is about providing a comprehensive
consultation and advisory service to clients. Included
in the unit is providing support to colleagues when
they are faced with analysis problems as is the ability
to advise on alternative courses of action, especially
referral to other specialists.
What the learner must know

To achieve success in the unit the learner needs to
know and understand:
1. The salon and legal requirements
2. Services, products and pricing
3. Hair growth and characteristics
4. Hair and skin analysis
5. Communication
6. Information to give to the clients on hair
maintenance and management
Number of hours required to teach the

content
To cover all the requirements for the knowledge and
understanding for the whole unit it is recommended
that it be taught over a period of
5 - 7 hours. Those with special learning requirements
may need extra time/or support.
Page 1 - Unit G21
G21
Page 2 - Unit G21
Session 1
Salon and legal requirements
Services, products and pricing (Part 1)
G21
Trainer requirements to teach this session

For this session you will need the following:

Handout
G21.1.1 (2 pages)
Activity
G21.1.1
Handout
G21.1.2
Handout
G21.1.3
Activity
G21.1.3
Activity
G21.1.3 (Answer guide)
Handout
G21.1.4
Activity
G21.1.4
Handout
G21.1.5
Activity
G21.1.6 (2 pages)
Activity
G21.1.7
Handout
G21.1.7 (2 pages)
Activity
G21.1.8
Research G21.1
Learner Check for Session 1
Trainer notes
The session will cover:
1.1 The responsibilities under the Data
Protection legislation
1.2 The legal responsibilities under current
consumer and retail legislation for
describing the features and benefits of
products and services
1.3 Salon procedures and manufacturers
instructions in relation to conducting tests
1.4 Salon rules of confidentiality
1.5 The salons policy for referring clients to
other salons
1.6 The services and products available for use
in the salon
1.7 The pricing policy of the salon and payment
policies, e.g. requirements for deposits and
how to calculate the likely charge for
services
1.8 The duration of services in the salon
Page 3 - Unit G21 - Session 1.
Session 1
G21

Some aspects of this area of learning are

covered in other units. The information in this unit is
more in depth and is relevant to providing hairdressing
consultation services.
Explain to the learners that it is in everyones interest
to understand the law in relation to the Data Protection
Act.
Ask the learners if they have or know
of a data protection policy in their own
workplace.
The answer to this question will vary. Some learners
may have taken NVQ/SVQ Level 2 and will have
an understanding of the Data Protection Act. Some
learners may be in salons that are very aware of
their commitment to this legislation, where as others
may have employers who lack knowledge about their
responsibilities.
Ref: Handout G21.1.1
Outline the basic provision of the act and explain that
the idea of the act is to protect:
employees
customers
the business
Explain to learners that holders of client information
must be able to justify why they hold the records and
they have a legal obligation to protect information.
The information on the records must not be seen to
damage a persons reputation.
Session 1
G21
Explain that there are eight basic principles of the

Data Protection Act. The principles are that personal
information must be:

fairly and lawfully processed

processed for specific purposes
adequate, relevant and not excessive
accurate and where necessary, kept up-to-date
not kept longer than is necessary
processed in line with the rights of the individual
kept secure
not transferred to countries without adequate
data protection legislation
And all staff must follow the basic principles (not just
the salon owner or employer).
Tell the learners that the principles also require that:

they have individuals consent to store data

they must not pass on information to others
information must be used for its original purpose
information must be protected from unauthorised
use
Explain to learners that the reason for the Act is to

protect people from the possible results of inaccurate
or out of date information being held on them
this can affect credit rating, medical treatments or
employment opportunities. If the requirements of
the Act are not adhered to, the individual may seek
compensation through the courts for any damage
suffered.
Remind learners that anyone can ask to see their
record and it is the responsibility of the organisation
to provide access to it but no one has the right to see
the records relating to other people. Point out that this
includes staff appraisals, disciplinary procedures and
CVs as well as client record cards.
Explain to learners that anyone who is found not
complying to the Data Protection Act would be in
breach of the law and the Information Commissioner
could take enforcement action against them. Point out
that this action will ultimately affect the reputation and
finances of the salon.
Session 1
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Tell learners that they (or the salon owner or
employer) need to find out if they need to notify (or
tell) the Commissioner about the details that the salon
processes. Explain that not everyone has to notify, for
example those who only process personal information
for core business purposes such as the marketing for
the salon, staff administration and accounting may not
need to, therefore, the salon owner should check if
they are exempt.
Misleading information
Tell the learners that it has come to the attention of the
Information Commissioner that individuals are posing
as collectors on behalf of the legal Data Protection
Agency and are taking money from unsuspecting
businesses. Some may even pose with identification
cards and give out receipts.
There is no connection and people are advised to call
the police or telephone their local Trading Standards
Office.
Ref: Activity G21.1.1
Ask the learners to read the scenario and either
working individually, or as a group, or promote a group
discussion about how the situation should have been
handled. In addition, ask learners to state where the
Data Protection Act was breached.
When looking at the answers the learners have
provided or during the discussion point out the
following:
the Data Protection Act clearly states that personal
information must not be given to third parties
this applies, even if the third party is related
the receptionist should have ensured a checking
procedure when taking information to minimise the
risk of mistakes
did the salon seek Pollys permission to store her
personal information?
the salon did not use Pollys information for its

original purpose (i.e. to send the voucher)
there should be a contact number taken from the
customer which they agree can be used at agreed
times in case the receptionist needed to get in touch
Session 1
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the salon should not have shared the information

with Ral. (The contract for the services was with the
salon and not the visiting practitioner)
Ral should not have shared the information

with the other salon in which he worked
On another matter (and not related to the Data
Protection Act) ask the learners if they think that Bruce
should have disclosed his wifes address to Ral.
consumer and retail legislation for describing
the features and benefits of products and
services
Remind learners that clients have legal rights to
receive services and products that are of good quality.
Use the handout to go over the main Acts related to
consumer and retail legislation which include:

the Consumer Protection Act

the Consumer Safety Act
the Prices Act
the Trades Description Act
the Resale Prices Act
the Sale and Supply of Goods Act
With the Sale and Supply of Goods Act in mind, tell

learners that it is in their own interests to describe
products and services accurately in order that the
client can make informed decisions about proceeding
with services.
In addition the learner must ensure that the client does
not have expectations that cannot be fulfilled. This
would result in the client being disappointed and the
salons reputation being damaged.
Remind learners that a feature of a product or service
is:

what the product or service will do
Session 1
G21
That a benefit of a product or service is:

what the product or service achieves
1.3 Salon procedures and manufacturers


Activity G21.1.3

Activity G21.1.3 (answer guide)
The learners may have already covered the tests
within other technical units, or at NVQ/SVQ Level 2.
Remind learners of the requirement to carry out all
necessary tests prior to hairdressing services and
treatments and to always follow manufacturers
instructions when carrying out tests.
Use the handout to recap on the tests that are
required, while at the same time ask learners to
complete the expected results column as a form of
revision.
Confirm their results by using the answer guide.
Discuss confidentiality with learners.
Ask learners what confidentiality means
to them.
Answers may include:

the respect of other peoples privacy
keeping confidences that may have been
told to
them by clients and colleagues
the privacy of information kept on client
records
Session 1
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Explain to the learners that all salons have a

responsibility to maintain confidentiality of information
relating to clients, colleagues and the salon business
itself.
Say that in respect of privacy, the confidential
information of the salon will relate to:
staff - information may be kept on computerised
systems in relation to pay, rates of commission,
appraisal, disciplinaries and other private or
personal details
the financial status of the business profit and
loss, debtors and creditors, banking details
the way the salon business is run staff incentives,
staff structure, marketing procedures, market
research, promotion plans etc.
client confidentiality treatment and service records,
conversations, confidences etc.
colleagues personal details, friendships,
relationships, confidences, conversations
Stress that part of all staff training (for junior and
senior) members of staff should relate to the
importance of keeping the confidences of the salon
organisation.
Explain that all businesses have to be competitive to
remain profitable. Part of the competitiveness is about
staying ahead of other local salons. Therefore, the
operational strategy the salon has for a successful
business must remain confidential.
Tell learners that many years ago, an apprentice to
a salon would sign Indenture Papers, which were a
contract between the apprentice and their employer.
A common clause within the Indentures was one
that said, the Apprentice must not tell his Masters
secrets. Explain that this same philosophy should
remain today.
Say that keeping the confidentiality of
the business does not relate to keeping quiet about
anything illegal that may be occurring within the salon.
Illegal activities should be reported to the relevant
people.
Session 1
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Say that salons should have systems in place to
ensure that client records are stored in a way that
meets the requirements of the Data Protection Act.
The storage of records relates both to those for clients
as well as those for staff.
Learners will be aware that clients tell them
(sometimes) the most confidential things about their
life, relationships, financial affairs and plans for the
future. Stress that it vital to keep this information
confidential. If the client knew that their hairdresser
repeated their conversations, then the reputation of the
hairdresser and the salon will be lost.
Ask learners of the consequences of
failing to comply to the salon rules of
confidentiality.
Answers should include:
breaking the law (Data Protection Act)
loss of clients
loss of business
loss of salon reputation
Ask learners to think about their own job roles and the
occasions where they have to ensure confidentiality.
For some, the job roles may only include keeping
confidential information about clients. Whereas, other
learners may be in senior positions within the salon
and may include areas such as:

financial information of the salon

operational strategy
marketing plans and promotions
market research
client analysis
staff procedures
grievance and disciplinary procedures
staff appraisal
staff pay and incentives
interviewing and staff selection procedures
Session 1
G21
1.5 Your salons policy for referring clients to

other salons
Explain to learners that the policies for referring clients
to other salons will vary from salon to salon.
Say that while some salons offer a large selection of
services, others do not.
Ask learners which services you may
refer clients to other salons for.
Answers could include:

trichology
shaving and facial massage
traditional barbering
hair extensions
nail services
beauty treatments
holistic therapy services reflexology and
aromatherapy
Indian Head Massage or other head
massage services
African Caribbean hair services and

treatments
perming and straightening
hair braiding
Learners should be made to recognise that having to
refer clients to other salons means they are losing out
on potential business.
Ask learners for ideas about how they
can keep the services they cannot
normally provide in house.
Session 1
G21
Explain that they could buy in the skills of experts in
these areas. Many salons have spare rooms that can
be rented out to visiting consultants. This allows the
salon to capture the growing market opportunities
without having to retrain and wait for existing staff to
become competent in other disciplines.
In addition, point out to learners that some of the
services require complete experts in a particular field.
For example, trichology services.
Ask learners how they would make
referrals.
Tell learners that while they may have to make
referrals for some treatments and services they cannot
provide, they should still try to retain the client for the
services and treatments they can provide.
Therefore, they should aim to make referrals bearing
the following in mind:
finding out about the background of the salon
knowing the referral salons reputation
through recommendations that have been made by
others
by visiting the salon prior to making referrals to
them
by making a reciprocal arrangement with the referral
salon so that salon refers clients back to them that
cannot be dealt with
Warn learners that they should not
attempt to carry out treatments and services for
which they are not competent or qualified. Point out
that any treatment liability cover that they have will
be null and void if the client made a claim for
compensation.
Ref: Research G21.1

Ask learners to pick a treatment or service that they
cannot currently offer and identify a referral salon or
clinic for their clients.
Session 1
G21
Remind them that the idea is to still retain the client for
the services that they can provide.
Ask learners to consider the following:
how will they ensure that the client will receive the
same standard of client care you can offer?
how will they ensure that the referral salon can
competently offer the services the client wishes?
what will the benefit for their own salon be if they
make referrals to another salon for their clients?
how will they check out the history and reputation of
the salon?
how will they monitor the quality of the work of the
referral salon?
The learners should be asked to identify the referral
salon or clinic and write up their responses to the
considerations above in the form of a short report.
in the salon
Ask learners to complete the table to identify the
services and products they currently offer and use in
their own salons.
Then ask them to identify some services that they
do not presently offer, but would like to offer in the
near future. They should also be asked to state
the products they would need to have to offer these
services.
services
Learners should be aware that the pricing structures
and policies of salons will vary from one business to
another.
Deposits
Tell learners that there has always been debate about
whether salons should take deposits from clients for
treatments and services.
Session 1
G21
Explain that some salons will take deposits for
services, which require a great deal of time to be
booked out for one client.
Say that if a client fails to arrive for a cut or blow dry,
then, while it means that revenue is lost, the amount
that is lost is small in comparison to that if a client
failed to arrive for a hair extension service.
Explain to learners that to protect themselves, the
salon needs to develop a policy or to have some form
of written agreement about the way the deposit is paid
and taken.
For example:
should the deposit be returned if the client cannot
make the appointment in which case how much
notice should they give?
would they pay back the deposit if they were able to
fill the appointment time with another client?
should the deposit be non returnable even if they
have managed to fill the appointment time with
another client?
Ask learners to work in small groups to discuss the
arrangements they have in their salons for taking
deposits from clients.
Then, ask them to think of the advantages and
disadvantages of taking the deposits.
Next, ask them to formulate a policy for taking client
deposits ask them to state:
the treatments or services they would take deposits
for their own salons
if the deposit would be refundable
the circumstances for which the deposit would be
returned
Discuss the results with the whole group.
Session 1
G21
For individual learners, talk to them about their salon

policy, then, ask them to list the advantages and
disadvantages of taking the deposits and formulate a
policy statement for their salon. Discuss their findings
with them.
Charges for services
Again state that the price structure for charges for
services will vary from:
one salon to another
one town to another
one stylist within the salon to another stylist within
the salon
one area of the same town or city to another area of
the same town or city
Ask learners what other reasons they
can think of that will influence the
pricing structure of the salon.
Answers could include:

the image of the salon
the quality of the work that is produced by
the staff
the profile of the salon within the

community
the standard of the staff that are

employed by the salon
the overheads of the salon
how well the staff are paid
how much commission the staff can earn
the amount of clients that go to the salon
the time allowed for appointments
Expand on the influencing factors that relate to the
pricing policies of salons.
Session 1
G21
First explain that one of the main influencing factors
are the direct costs to the salon or the staff.
The direct costs are:
the staff involved in the treatment or service
the time allowed for the treatment or service
the cost of the products that will be used
Within this, learners must be aware that the cost of
staff is not just the stylist that is carrying out the actual
service or treatment, but also the costs for:
the apprentice (who wont directly contribute to the
income of the salon, but will help the stylists by
assisting them)
the junior stylists (who may only bring in a small
amount of income as they build up their clientele)
the receptionist (who wont directly contribute to the
arranging carefully scheduled appointments)
the cleaner (who wont directly contribute to the
cleaning up after them)
Then use the handout to expand on the indirect costs
that must be considered when calculating the charges
for salon services.
For example:

VAT
wages
materials
services
rent
equipment
cleaning
promotion
stationery
IT
insurance
interest on bank loans
Session 1
G21

Reiterate that one of the major factors that must be
considered when calculating the charges for salon
services is the length of time the service or treatment
takes to complete.
Explain that some salons may allow a stylist an hour
or more to complete a haircut and that one of the
features of the salon is that the client has a great deal
of individual attention. Whereas, another salon may
only allow the stylist 15 minutes to complete a haircut
and then can, therefore, increase the amount of clients
that come to the salon each day.
Ask learners to complete the activity by stating the time
allowed to complete the services in their own salon
and how much they charge clients for that service.
The duration of the service in this case
means the length of time the learner has blocked out
in the appointment book to complete the service.
At the end of the activity, calculate which salon
appears to charge the highest price for the services.
Point out that this calculation will be
based purely on the cost of the service over the time
allowed to complete it and that none of the other
direct and indirect costs will be included in this
calculation.

The calculation to use is:

Cost of service = per hour

Duration

For individual learners, ask them to complete the
activity alone and discuss their findings with them.
Session 1
G21
Now use the Learner Check for
Session 1 to check the understanding
of the learners.
Use research G21.1 to encourage

independent learning.
Session 1
G21
Learner Check

1. List at least five of the principles

of the Data Protection Act.

1. Any five from:


processed for specific

purposes

adequate, relevant and not
excessive

accurate and where

necessary, kept up-to-date

not kept longer than is
necessary

processed in line with the
rights of the individual

kept secure

not transferred to countries
without adequate data
protection legislation

2. Name at least three pieces of

consumer legislation.

2. Any three from



the Prices Act



the Sale and Supply of
Goods Act

3.

3. Sale and Supply of Goods Act
4.

Name the Act that particularly

relates to describing the features
and benefits of products and
services.

4. Name at least six tests that are

carried out for hairdressing

treatments or services.
Any six from

skin test
elasticity test
porosity test
strand test
incompatibility test
test cutting
development test curl
colour test
Session 1
G21
Session 1
G21
Trainer Summary
Reiterate the eight principles of the Data Protection
Act:


processed for specific purposes
adequate, relevant and not excessive
accurate and where necessary, kept up-to-date
not kept longer than is necessary
processed in line with the rights of the individual
kept secure
not transferred to countries without adequate data
protection legislation
And remind learners that all staff must follow the basic
principles (not just the salon owner or employer).
consumer and retail legislation for describing
the features and benefits of products and
services
Recap on the outlines of the consumer and retail
legislation:


the Prices Act
the Sale and Supply of Goods Act
And remind learners that under the terms of the Sale

and Supply of Goods Act it is in their own interests
to describe features and benefits of products and
services accurately.
Session 1
G21
1.3. Salon procedures and manufacturers
Remind learners of the tests that must be carried out
over a range of services and treatments.
Reiterate that the consequences of breaking the salon
rules of confidentiality are:

breaking the law (Data Protection Act)

loss of clients
loss of business
loss of salon reputation
Remind learners of the results of the activity for this

area of learning.
1.5 The salons policy for referring clients to
other salons
Restate that salons sometimes have to refer clients
to other salons or clinics to enable them to access
services or treatments not offered by themselves.
in the salon
Remind learners of the outcomes of the activity where
they identified the services they offer and the products
they use.
services
Remind learners of the advantages and disadvantages
they identified when discussing the use of deposits for
services and treatments.
Remind learners of the direct and indirect costs that
must be considered when calculating charges for
services.
Session 1
G21
Recap on the outcomes of the activity where learners

calculated the cost of the service over the time allowed
to complete it.
Use research G21.1 Set a date for the

completion of the research project.
Session 1
G21

Services, products and pricing
(Part 1
Key/Core Skill Opportunities

There will be an opportunity to promote discussion
when covering:
G21.1.1 Discussion about the breach of
the Data Protection Act
G21.1.4
Discussion about rules of

confidentiality
G21.1.7
Discussion about taking client

deposits
There will be an opportunity to use numeracy skills
when:
G21.1.8

Calculating the cost of salon services

over the time allowed to complete
them
There will be an opportunity to improve own learning

when:
Research G21.1

Completing the research

relating to client referrals
Unit G21

Provide hairdressing
consultation services

g21 Session 1

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G21

Trainer Guidance Notes

The Learning Support Unit

Copyright Habia 2010 - All rights reserved.

Provide hairdressing consultation

What this unit is about

What the learner must know

Number of hours required to teach the

Copyright Habia 2009 - All rights reserved.

Page 1 - Unit G21

Page 2 - Unit G21

Copyright Habia 2009 - All rights reserved.

Trainer requirements to teach this session

Copyright Habia 2009 - All rights reserved.

Page 3 - Unit G21 - Session 1.

Salon and legal requirements

Some aspects of this area of learning are

Page 4 - Unit G21 - Session 1.

Copyright Habia 2009 - All rights reserved.

Explain that there are eight basic principles of the

fairly and lawfully processed

they have individuals consent to store data

Explain to learners that the reason for the Act is to

Copyright Habia 2009 - All rights reserved.

Page 5 - Unit G21 - Session 1.

Page 6 - Unit G21 - Session 1.

Copyright Habia 2009 - All rights reserved.

the salon should not have shared the information

the Consumer Protection Act

With the Sale and Supply of Goods Act in mind, tell

what the product or service will do

Copyright Habia 2009 - All rights reserved.

Page 7 - Unit G21 - Session 1.

what the product or service achieves

1.3 Salon procedures and manufacturers

Answers may include:

Page 8 - Unit G21 - Session 1.

Copyright Habia 2009 - All rights reserved.

Explain to the learners that all salons have a

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Page 9 - Unit G21 - Session 1.

Page 10 - Unit G21 - Session 1.

financial information of the salon

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1.5 Your salons policy for referring clients to

Answers could include:

Copyright Habia 2009 - All rights reserved.

Page 11 - Unit G21 - Session 1.

Ref: Research G21.1

Page 12 - Unit G21 - Session 1.

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Page 13 - Unit G21 - Session 1.

Page 14 - Unit G21 - Session 1.

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For individual learners, talk to them about their salon

Answers could include:

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Page 15 - Unit G21 - Session 1.

Page 16 - Unit G21 - Session 1.

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1.8 The duration of services in the salon

The calculation to use is:

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Page 17 - Unit G21 - Session 1.