Required skills

communication skills to

develop rapport with clients

interact with and engage clients in discussion regarding their concerns

use openended questions to establish areas of dissatisfaction

suggest remedial service strategies and products from the salon range

explain home hairmaintenance techniques and products

technical skills to

recommend and plan the provision of suitable remedial services from the salon range

recommend remedial home care products from the salon range

Required knowledge

salon service standards and procedures

salon service times

salon prices

technical service outcomes

standards for a range of salon services

salon procedures for dealing with service and technical complaints

the salon home care product range

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential

anticipating potential conflicts and problems and taking preventative action

taking action to solve client service difficulties and complaints according to salon service procedures

assessing technical problems and working with clients to promote and plan remedial action

client followup to assess satisfaction with the outcomes of remedial procedures

Context of and specific resources for assessment

Assessment must ensure access to

a salon or a simulated salon environment that includes a range of work situations such as client interruptions and involvement in other related activities normally expected in the salon

a fully equipped salon which includes as a minimum

a fully functional client reception area

a basin services area

fully equipped work stations suitable for services including

hair and scalp treatments

haircutting

hair design

hair colouring

hair lightening

reformation

straightening and relaxing services

a supply of clean towels

a supply of clean client gowns or wraps

relevant documentation such as salon health and safety procedures

a range of clients with a variety of service and technical problems

For further guidance on the use of an appropriate simulated environment refer to the Assessment Guidelines in this Training Package

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge The following examples are appropriate for this unit

direct observation of the candidate solving technical and service related problems

written or verbal questions appropriate to the language and literacy level of the learner to test knowledge which may include

salon service standards and procedures

salon service times

salon prices

salon procedures for dealing with service and technical complaints

review of portfolios of evidence and thirdparty reports of onthejob performance

Guidance information for assessment

A unit of competency describes an individual skill but people rarely perform one skill at a time Many skills are combined on a daytoday basis in the workplace as part of work processes This does not mean that each skill described by a unit of competency is prerequisite to another they are related skills

Holistic assessment with other units relevant to the industry sector salon and job role is recommended for example

SIHHINDA Coordinate clients and services

SIHHIND303A Coordinate clients and services

SIRXCOMA Communicate in the workplace

SIRXCOM001A Communicate in the workplace

Parties involved may include:

Client may include:

Salon procedures may include:

Complaints may include:

Recent service outcomes may include:

Appearance and condition of the hair may include:

Solutions may include remedial: