BeautyLink - Volume 6, Issue 2 - (Page 21)

Harmony CREATING IN THE CLASSROOM THE ABCs OF PSY-COSMETOLOGY BY DR. LEWIS LOSONCY E very instructor knows that an irate customer in the student salon or a meltdown in the classroom can disrupt an otherwise great day. However, these behavioral incidents don't have to send a day off track if the principles of "psy-cosmetology" are applied. Let's examine how a psy-cosmetologist would respond to challenges on the salon floor and in the classroom. Psy-Cosmetology in the Salon Addressing a distressed customer's situation begins with the right mindset. Psycosmetologists know that 96 percent of people who are unhappy with a service will never say a word at the salon. They will silently pay their bill, vow never to return and post about their dissatisfaction online. Therefore, psy-cosmetologists are thrilled when a client shares their dissatisfaction because it means the client feels safe to communicate authentically. See You at CEA Dr. Losoncy is the keynote speaker at this year's CEA Convention, July 25-28 in Ft. Lauderdale, FL. To register, visit A psy-cosmetologist handles complaints with a goal-centered response and does not let ego get in the way. While an egocentered cosmetologist's response is defensive: "Who does she think she is? I'm the expert and this is the current trend," the goal-centered psy-cosmetologist will respond from a different perspective: "I know that a style is good only if the client feels comfortable with the look. My work involves not only creating great looks, but looks that help each person feel great." Empathy is the number-one tool for creating harmony with upset clients. When a psy-cosmetologist demonstrates empathy, s/he feels the situation from the other person's heart and communicates those feelings back to the client. Consider an empathetic response to a client disgruntled by a wait: "Sorry about the long wait, Betty. I know it must be frustrating for you to be on time and have to wait. I am so glad that I can give you all of my time now." The word "frustrating" shows empathy and puts the stylist and client in agreement. Ultimately, the psy-cosmetologist has one overriding goal-to self-actualize, or become all that s/he is capable of becoming. With this mindset, a complaint is viewed as an opportunity to turn an upset individual into a lifelong, happy client. That goes way beyond doing hair, doesn't it? Psy-Cosmetology in the Classroom To dig deeper into the concept of "psy-cosmetology," visit and pick up your copy of Dr. Losoncy's book, On Becoming a Psy-Cosmetologist. The principles of psy-cosmetology are just as effective in the classroom. A psycosmetology instructor always addresses classroom challenges with "class." Beyond being prepared for the classroom lesson, Learn More s/he is observant to potential problems, like name-calling during a break. S/he focuses on students' strengths and notices their efforts, improvement and progress while communicating encouragement and respect. A general rule in psy-cosmetology is that we teach people how to treat us. We teach people that certain unacceptable behaviors will not deliver desired results, and model the behaviors that will achieve better results. Privately, a psy-cosmetologist instructor might say, "Emily, as a future hairstylist, your classroom tirade is unacceptable. If you saw a hairdresser behave like that, wouldn't you say she was acting unprofessionally? How could you have acted more effectively to get the results you want?" Beauty school instructors touch thousands of students' lives, and eventually their influence touches hundreds of thousands of clients. The psy-cosmetology instructor teaches not only technical skills like cutting and coloring, but people skills like listening emphatically and showing empathy. Ultimately, the psy-cosmetologist builds people who are better human beings. Remember: When you teach, you touch chords that vibrate into eternity. Dr. Lew Losoncy is the author of 23 books and travels and lectures on behalf of hairdressers, making audiences aware of the vital role hairdressers play in helping individuals look and feel their best. To learn more, visit The courses ED104 - Class Management Strategies, ED113 - Managing the Adult Classroom and ED205 - Enhancing Students' Professional Skills are available on the AACS Online Training Center. Members call AACS at 800-831-1086 for your VIP Discount Code. Visit the following URLs to learn more about these courses:, and B E AUT YL I NK | BA L* A N C E | 2 0 1 4 | 21

Table of Contents for the Digital Edition of BeautyLink - Volume 6, Issue 2

Message From the Aacs President & Cea Chair
The Workings of Washington
Creating a Recipe for the Future
Voices From the Trenches
Creating Harmony in the Classroom
Living an Integrated Life
A Student’s Perspective
And Then There’s Compliance
This Hairstylist Is on Fire!
Keeping the Enrollment Funnel Flowing
Beauty Changes Lives
Significant Changes
Battle of the Strands
Cyber Liability and Data Security
Superstar Graduate
Plagued by More Delays
Voices From the Classroom
Launching a Blow Out Career
People & Places
New Products & Services
Associate Member Profiles: Distributors
New School Members
Upcoming 2014-15 Events
Index to Advertisers

BeautyLink - Volume 6, Issue 2