FORMA MAGAZINE | ISSUE 10 | 1

APPRENTICESHIP REBOOT page 1

BEAUTY TROQ page 9

INDUSTRY AWARDS 2013

page 6

WORLDSKILLS page 14

HITO MAGAZINE ISSUE 10 / APRIL 2013 / $6.99

National Office

PO Box 11 764

Wellington 6142

Phone

(04) 499 1180

Fax

(04) 499 3950

Northern

Phone

(09) 579 4844

Fax

(09) 579 4845

Mobile

(027) 470 0169

Auckland

Phone

(09) 579 4844

Fax

(09) 579 4845

Mobile

(027) 443 2401

Midland

Phone

(09) 579 4844

Fax

(09) 579 4845

Mobile

(027) 480 6550

Mid-Central

Phone

(04) 499 5150

Fax

(04) 499 5152

Mobile

(027) 470 0170

Central

Phone

(04) 499 5150

Fax

(04) 499 5152

Mobile

(027) 445 5758

Northern South

Phone

(03) 338 5376

Fax

(03) 338 4376

Mobile

(027) 483 2405

Southern South

Phone

(03) 338 5376

Fax

(03) 338 4376

Mobile

(027) 470 0171

MINIMUM WAGE AND TRAINING WAGE INCREASEFrom 1 April 2013, the adult minimum wage will increase from $13.50 to $13.75 an hour. The training minimum wage will also increase from $10.80 to $11. For more information about how this affects you, please contact the Department of Labour on 0800 20 90 20 or visit www.dol.govt.nz.

IMPORTANT UPDATE

AP

PR

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TIC

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HIP

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The benefits of this single apprenticeship

system are:

• One apprenticeship system for all

apprentices regardless of age.

• The same level of support for all

apprentices regardless of age.

HITO wholeheartedly support these

positive changes.

We think it’s great to see the Government

recognise the value that apprenticeships

bring to New Zealand infrastructure and

services. It’s also helpful to see that the

Government understands the positive impact

apprenticeships bring to the everyday lives,

wellbeing and confidence of those who

choose not to follow full-time education.

The reboot will officially begin in 2014 but

to kick things off a special incentive was

launched for apprentices and employers

THE 2013 APPRENTICESHIP INCENTIVETo launch the reboot the Government

is offering a special, one-time subsidy

to encourage potential apprentices and

employers to get started in an apprenticeship.

Originally proposed to begin in April, the

Government announced on 6 March

that the subsidy would instead start

immediately from that date.

From 6 March 2013 the first 10,000

apprentices taken on will receive $1000

towards training tools and materials.

The employers of these 10,000 apprentices

also get $1000.

Initially the subsidy was only going to

be available to apprenticeships at level

4 and over 120 credits. For HITO, that’s

hairdressing apprentices starting entering

year 1 or year 2.

With the Government’s more recent

announcement however, the subsidy was

made open to new Modern Apprentices

at Level 3 (with 120 credits or more) too.

This means that new barbering apprentices

and their employers are also eligible.

IMPORTANT POINTS:• The subsidy is only available to the first

10,000 apprentices taken on from across

GROW YOUR BUSINESS, GROW YOUR PROFITS; In January, the Prime Minister announced a ‘reboot’ to the New Zealand apprenticeship system. In this reboot, all apprenticeship-type training will be combined into a single scheme called ‘New Zealand Apprenticeships’.

FORMA MAGAZINE | ISSUE 10 | 3

GROW YOUR BUSINESS, GROW YOUR PROFITS; GROW AN APPRENTICE

all industries in New Zealand – not just

hairdressing.

• There is a $2000 incentive available, but

that is for restricted trades – hairdressing

is eligible for $1000.

HITO’S INCENTIVE

We at HITO decided to offer the same kind

of incentive to employers and apprentices

who signed up before the Government

incentive kicked in.

We approved $1000 to any employer who

signed up a hairdressing apprentice (those

who have 120 credits or more to complete

– normally Years 1 and 2) or a barbering

modern apprentice at level 3 (with 120

credits or more).

We also approved $1000 to the apprentice

to go towards their tools and equipment.

The $1000 for the employer will be paid

later in the year to those who took part.

The $1000 for the apprentice is being

held by HITO to go towards their tools

and training materials.

RESPONSE FROM INDUSTRYThe hairdressing industry has had a largely

positive response to the apprenticeship

reboot and the incentives being offered

from HITO and the Government.

Kandace from Head Therapy contacted

us with a very positive reaction. “I am

impressed with this new scheme,”

she says.

“It would make me as an employer feel

valued for the effort and time we put into

training and as an apprentice it takes a

wee bit of pressure off financially so they

can enjoy free time and have help with

training costs!”

HITO’s Northern Sales and Liaison Manager

Karenza Harris says people in her region

are excited about the news.

“Although,” she adds, “I do think that many

salons that are training anyway would

continue to do so with or without the

incentive.”

4

We have put together some

research and spoken to

successful Waikato business

Team Seven Hairdressing about the

benefits they see from training so you

can see the results for yourself.

WHAT THE RESEARCH RESULTS SAY

We asked the New Zealand Institute of

Economic Research (NZIER) to examine the

impact of apprenticeship training on salon

success, and the results speak for themselves.

NZIER measured the return on investment

(ROI) for six different salons and the research

showed that all six had a positive ROI after

just two years. Of these six salons, four of

them saw a good financial return in the first

year of employing an apprentice. In the

other two, having the apprentice in the salon

was profitable by year two.

Overall the research showed that as long as

the apprentice stays on the team for two or

more years, having them on board boosts

the salon’s profit. The longer the apprentice

stays, the greater the financial return for

the salon.

HOW APPRENTICES BOOST PROFITS

There are many ways that apprentices can

boost your salon’s profits.

• When an apprentice first begins, they

support the smooth running of the

salon by doing tasks like cleaning and

shampooing. This effectively frees up

senior stylists to be doing more client

based work.

• Over time as the apprentice learns and

grows they are able to pick up more tasks

like foiling, freeing up seniors even further.

This can be highly profitable for the salon.

• Your apprentice will begin to directly make

a profit when they become a fully qualified

stylist themselves.

Remember, the longer the apprentice stays,

the greater the financial return to your

salon. You can encourage your apprentice

to stay by creating a healthy, educational

environment.

THE FINANCIAL BENEFITS OF APPRENTICESHIPSHere at HITO we know there are many financial benefits to apprenticeship training, but we don’t expect you to just take our word for it.

FORMA MAGAZINE | ISSUE 10 | 5

FINANCIAL BENEFITS AT TEAM SEVENLynnette Karam-Whalley, owner of Team

Seven Hairdressing, has seen first-hand the

financial benefits from training apprentices.

“Training our own staff has been the key to

our success,” she says.

Team Seven was founded over 20 years ago

and, through an investment in training, has

grown into a staff of 18 across two salons in

the Waikato.

When seniors are doing well at this salon

(turning over $3000 per week) they have

an apprentice come alongside them to assist

with their work.

“Generally the apprentices help the stylists

by shampooing, assisting with colour

application and some finishing services,”

says Lynnette.

The figures speak for themselves; “stylists

in our salon who work with an assistant/

apprentice are generally seeing 20% more

clients per week,” says Lynnette.

“Productivity from stylists with assistants

is much higher in terms of retention and

rebooking, retail sales and extended services.”

At Team Seven they have also found that

those who have been trained through an

apprenticeship in their salon become their

best seniors.

“We find our best senior stylists are ones

who have been an apprentice and assistant

to one of our stylists.”

Lynnette recognises that these benefits

are not instant. She compares taking on an

apprentice to watching a seedling grow – it

takes time, and you or someone in the salon

need to put the time and effort into seeing

them grow.

“But in my opinion, it is the best way to grow

your salon and profits,” she says.

RESEARCH CONDUCTED IN FEBRUARY 2008 BY POPULUS AT THE FIRST NATIONAL APPRENTICESHIP WEEK REVEALED:

77%of employers believe

apprenticeships make them more competitive

76%say that apprenticeships

provide higher overall productivity

80%feel that

apprenticeships reduce staff turnover

LYNNETTE KARAM-WHALLEY

6

This year the awards are being held at the Auckland War Memorial Museum on Sunday 20 October 2013. This is an event you don’t want to miss!

Do you think you could be the one of the 2013 winners? Applications for the HITO Awards are now open! You can download a 2013 application form from the HITO website

at www.hito.org.nz or email enquiries@hito.org.nz and ask for a copy to be posted out to you.

Both the HITO Awards and the Kitomba/NZARH Business Awards are presented at the Industry Awards. If you want to apply for the Business Awards, head to www.kitomba.com for more information.

The 2012 awards brought people from all over New Zealand to our capital city to celebrate

the successes of the year.

“There was a real community feel within the room as all finalists received resounding levels

of support and recognition. This was a night where the hairdressing and barbering industries

truly shone,” says HITO CEO Erica Cumming.

...AND THE WINNERS WERE:

MARK YOUR CALENDAR — THE INDUSTRY AWARDS ARE BACK FOR 2013!

RECAP ON THE 2012 AWARDS

APPRENTICE OF THE YEAR 2012: Marianna Brown from Do. Hairstyling

RUNNER UP: Kirsty Nicholls

Regional Apprentice of the Year 2012Auckland regional winner: Laura Williams from Jan Waite Hairdressing

Northern regional winner: Moana Riddell from Hair Scene – Hair and Beauty

Midland regional winner: Alannah Goldsmith from House of Elliott Hairdressing

Mid-Central regional winner: Kirsty Nicholls

Central regional winner: Megan Stovell-Dundas from Headstart Hair Design

Northern South regional winner: Marianna Brown from Do. Hairstyling

Southern South regional winner: Amelia Nicholson from Total Image Hair, Skin and Body

Jasmine McBeth Memorial Scholarship

RECIPIENT: Kaleb Pritchard from BLAZE, Newmarket

HITO Training Salon of the Year 2012

WINNER: Blue Cactus Hairdressing, Wellington Central

HITO Tutor of the Year 2012

WINNER: Lynette Joseph, Senior Hairdressing Tutor at Bay of Plenty Polytechnic

HITO Trainer of the Year 2012

WINNER: Robyn Collins Indetech

THIS YEAR IT COULD BE YOU!

2012 APPRENTICE OF THE YEAR RUNNER UP KIRSTY NICHOLLS, HITO CEO

ERICA CUMMING, AND APPRENTICE OF THE YEAR WINNER MARIANNA BROWN.

JASMINE MCBETH MEMORIAL SCHOLARSHIP RECIPIENT KALEB

PRITCHARD WITH MANA DAVE

Held by HITO and Kitomba/NZARH, the Industry Awards are a prestigious event that recognises excellence in training in the hairdressing and barbering industries.

PASSION FOR HAIR AUCKLAND 20 OCTOBER 2013

NEW ZEALAND ASSOCIATIONOF REGISTERED HAIRDRESSERS Inc.

HITO recognises and supports the importance of businesses becoming members of their professional association. So, last year, the HITO Board agreed to continue to support members of the Association of Registered Hairdressers (ARH) by offering a 50% discount on the HITO Employer Fee in 2013.

This means, if you are an ARH

member in 2013, you only have to

pay half the employer fee.

We would like to encourage all employers

to join their local professional association

to benefit from this discount and from the

other benefits of association membership.

WHY EMPLOYERS PAY A FEE

In 2012, HITO waived the fee to recognise

that it was a year of transition for HITO

and the regional hairdressing associations.

However, the New Zealand government

expects all ITOs to show that their

employers are making a minimum of

30% contribution towards the cost of

industry training. The annual employer fee

is a significant and important part of the

hairdressing industry contribution.

The fee is outlined in each Training

Agreement which all employers sign when

taking on an apprentice. Every employer

with an apprentice in an active training

agreement will need to pay this fee until

their apprentice gains their National

Certificate. This includes the period

between finishing Off Job Training and

gaining the final unit standard (2757).

WHEN WILL I BE INVOICED FOR THE EMPLOYER FEE?

HITO will invoice employers for this fee in

April/May 2013. This covers all of 2013.

The due date for the fee will be explained

when you receive your invoice, but this is

usually the 20th of the following month.

If you would like to benefit from the

association discount, HITO recommends

that you purchase or renew your association

membership before April 2013.

Other Information you might find helpful:

• All employers are charged this fee for

each apprentice they employ.

• There are no refunds if the apprentice

terminates or completes before the end

of the year.

• HITO accepts payment by credit card,

internet banking or cheque. All of the

payment options will be on your invoice.

• If you employ an apprentice after

1 May 2013, you only pay for the months

remaining of the year.

DISCOUNT ON EMPLOYER FEES IN 2013

8

A Targeted Review of Qualifications (TRoQ) was started in the hairdressing industry last year. Now it’s beauty’s turn.

The TRoQ for beauty will begin on April

7th 2013, starting with a meeting in

Wellington.

WHAT IS THE TROQ?

The aim of the review is to cut down the

number of qualifications in the beauty

industry in New Zealand.

NZQA oversees all the qualifications in our

country, and they noticed that there are

several beauty qualifications available

that are identical or very similar to each

other. This is confusing to learners and to

employers. In total, there are 72 qualifications

from 24 different qualification owners (both

national and local) being looked at in the

beauty review. This includes qualifications

in beauty services, nail technology and

make-up artistry.

If you are involved in the beauty industry,

you have probably noticed a wide variety

of certificates that are available too. Many of

these are local certificates and not national

certificates. Although they have different

names and are offered at different training

academies and polytechnics, what you

learn in each certificate is very similar.

NZQA expects that the beauty review

will reduce the number of qualifications.

This will make the system easier for users

to understand.

“The goal is for qualifications in the beauty

industry to be clear for both the learner and

the employer… that employers will be able

to look at someone’s qualification and know

exactly what they can do from this,” says

HITO CEO Erica Cumming.

The best outcome would be a clear and

deliverable set of qualifications that meets

the needs of everyone in the industry,

now and into the future.

GET INVOLVED

If you are part of the beauty industry in

any way, it’s important for you to get

involved in this process.

Everyone from learners, graduates,

employers, providers and product

companies can participate in the review.

The more people who are involved in

the process, the better the new set of

qualifications will meet industry needs.

“It’s critical for people in the industry –

employers and other engaged people – to

provide information and feedback on the

future qualifications in the beauty sector,”

says Erica. “This includes beauty therapy,

nails and make-up.”

Take part in the review of BEAUTY QUALIFICATIONS

IT’S EASY TO BE INVOLVED.

Just head to www.beautytroq.com to submit your feedback and get up to date news and information about the TRoQ.

We will also be sending out email newsletters with all the up-to-date information you need to know.

To subscribe for these newsletters, head to www.hito.org.nz/beauty-troq-email/ and fill out the short and simple online form.

FORMA MAGAZINE | ISSUE 10 | 9

10

Hairdressing industry ambassador Lyndsay Loveridge sheds some light on identifying and filling your own skill gaps in this thought-provoking piece.

LOOKING AT HAIRDRESSING FROM THE CLIENT’S PERSPECTIVEIt was said in Grandma’s day that “a

woman’s hair is her crowning glory”.

Today, whatever the age or the type of

client, this statement is now truer than true!

The important thing to remember is that

when you satisfy your client, they will come

back. Satisfy and excite your client and they

will not only come back, but they will tell

their friends about you too. It is an absolute

fact that word of mouth builds a client base

quicker than any other form of advertising.

We cannot expect our clients to return; we

must invite them.

As a stylist, there are lots of things we need

to work on:

• Becoming a stylist with that

memorable factor

• Looking like a hairdresser!

• Becoming an expert on hair, fashion and

products, and sharing this knowledge with

your clients.

• Listening – what is the client really saying?

Be on the same page as them.

• Caring – make each client the centre of

your attention.

• Communicating – Paint word pictures -

excite your client with what could be next!

• Delivering your promise – meet or exceed

your client’s expectations, never with any

hidden surprises.

• Displaying Confidence – build your library

of work and develop the necessary skills to

deliver for each client, every time.

• Loving your work and showing it. Your clients will feel your passion, and

they will return time and again.

ATTENTION APPRENTICES

An apprentice reading this can be forgiven

for thinking; “this article isn’t for me.”

Actually it is - confidence begins on day

one with the small successes.

Initially the skills you have mastered are

limited. Take charge of your skills and what

is it that your salon clients want!

Make a list of clients who come to your

salon, what they have and what they like.

You could include the cut (scissor and

razor), colour, styling, hair up, straightening,

bleach and tone and so on. Now check

your own skill strengths against this list and

there you have it - a list of what you must

work on to be confident and successful in

your salon. Next plan some simple steps

toward the skill you need to grow.

Practice makes perfect!

You will never know what you can do until

you try. Clients are not there to practice on

- there are other options like models and/or

mannequins. Each training session needs

to be with a trainer present, who guides

you and holds you accountable. Help is

always available.

YOU just need to ASK!

If you need to go outside your salon to

get the help, it is important to keep your

employer /manager in the loop about this.

Find a BUDDY, a TRAINER and if you are

dead serious about your career add a

MENTOR to the list.

FILLING YOUR SALON SKILLS GAPS

LYNDSAY LOVERIDGE

LYNDSAY LOVERIDGE

“It is an absolute fact that word of mouth builds a client base quicker than any other form of advertising.”

FORMA MAGAZINE | ISSUE 9 | 11

SO YOU’RE A QUALIFIED STYLIST?Almost all of us recognise that to keep

current, learning and acquiring new skills

goes with the territory of becoming a

successful, busy stylist.

There are two different situations that you

may be in: either you work in an environment

that has training initiatives for staff, or you

work where for things to happen, you must

take that initiative yourself. Either way, it

begins and ends with you.

Have a look at how you view training.

You either see yourself as a work-in-

progress, and you actively train as a matter

of course or you don’t believe in the need

or value of training. For you, hairdressing

will probably be just a job.

It’s never too late to turn your career

around! Think about:

• What areas do you need to focus on

up-skilling in? Evaluate your skills and put

together some looks that are current for

each of the areas you need to up skill.

Be honest, ask yourself is this something

I have done, or is it something I need to

add to my skill set?

• What are the options available for you to

up-skill?

• Make a plan - how will you do this?

• Make measurable goals. How will you

know when you have achieved your goal?

• Plan to invest your time and expertise into

your training, and practice!

• Share your successes with your friends

and clients. What better way than

Facebook? Post pictures of your work

and post client/model endorsements.

Become pro-active; believe in yourself,

expand your ability and your clients will

love what you do. Get clients talking,

spreading the word about you positively!

Stand tall be proud of being a hairdresser –

not just any hairdresser, but one that people

talk about and book with!

LEARNING TO LEARN Knowing how to do a skill and having

practised it gives you the confidence to

say– ‘yes’ to every opportunity rather than

to hide in the backroom and hope that

someone else picks up that client.

Embracing change is the only way for you

to remain current. The world of fashion

can be fickle, and it belongs to those who

embrace it.

There are many places you can go to

for inspiration about what is currently

in fashion. The internet, YouTube, music

videos, fashion magazines and workshops

are a few options. What you need to do is

to source the looks, check out the how to

do options, and then practice.

A helpful list of some hairdressing sites

worth a visit:

• www.topsitesblog.com/best-fashion-websites/

• www.topsitesblog.com/street-fashion-blogs/

• www.hji.co.uk

• www.facebook.com/behindthechair

• Each hairdressing company has a website

and Facebook page worth exploring

• Also check out the huge library of YouTube

hairdressing tutorials

The list goes on and on so keep searching!

We are lucky to have technology like

smartphones and tablets to use to our

advantage. These are tools you can use to

create libraries of the work you offer clients

together with libraries of your own work.

Challenge yourself to research the endless possibilities to learn and become excited about your future!

“Knowing how to do a skill and having practised it gives you the confidence to say– ‘yes’ to every opportunity

rather than to hide in the backroom and hope that someone else picks up that client.”

12

from the salon to the film set

FORMA MAGAZINE | ISSUE 10 | 13

They say variety is the spice of life,

and qualified hairdresser and make-

up artist Warren sure knows how to

spice things up. From a day in the salon to

a blockbuster movie set, there’s no room

for a dull moment.

Warren has been a part of the hairdressing

industry for many years. His career began

after he left secondary school at the age of

14 and started a free hairdressing course

in Papakura (Auckland). Soon after this he

began work experience at Intercontinental

Coiffeur salon in Manurewa, where he then

went on to do most of his apprenticeship.

He later qualified with his National

Certificate in Wellington.

In 2002 Warren also trained in Makeup

Design and Production at Design and Arts

College of New Zealand in Christchurch,

which led to him getting some work in the

film industry.

“We did a lot of work on our portfolios

here, and after I finished I took my portfolio

to Weta Workshop [the special effects

company behind The Hobbit, The Lord

of the Rings, and more]. After this in 2004

I began working in the hair and makeup

department for King Kong.”

Warren has worked on and off with Weta

Workshop since then, with his portfolio also

including hair and makeup work on the film

Narnia and more recently on The Hobbit:

An Unexpected Journey.

Warren says working in the film industry is

a very different lifestyle than working in a

salon. He has found he really enjoys both

areas of hairdressing.

“In film you get a lot of really long days…

some days I’d be starting at 3am and

working for 15 or 16 hours at a time,”

he explains.

“There’s a lot of standing by and touching

up characters throughout the day. You can

be assigned to a character all day from

start to finish.”

Many people who work in the film industry

have to head overseas to other film

production companies when work wraps

in NZ, but Warren is lucky to be able to

transition back into salon hairdressing.

Currently he is working back with the

getfunkd Group in Wellington after

wrapping production on a recent film.

It’s his 9th year working with getfunkd.

“It’s great to come back home,” he says.

Warren finds work in the salon a lot more

personal than working on a movie set.

“There’s more time to build a relationship

with clients, and the service you’re delivering

is more personal.”

The two parts of his career do cross over

sometimes though. Whenever Warren

returns to the salon, his clients love to

hear about what new movie he has been

working on.

“It’s a great talking point, especially for new

clients,” he says.

Film and salon work are not the only areas

where Warren has immersed himself

though. Over the years he has worked on

beauty pageants, music videos, fashion

shows, editorials and charity events. He has

also won many awards, having competed

in National and Oceanic events for well

over 15 years, and he was an NZARH

competition judge from 2007-2011.

“The list goes on! I must admit, one of

the most rewarding things is sharing my

experiences with others,” he says.

For anyone out there who is aspiring to

work in the film industry in hair and makeup,

Warren warns it can be a tough road.

“You might have to work for 10 years doing

background work before you get your

break,” he explains.

“You have to be passionate about what you

do and dedicated to it.”

“You might have to work for 10 years doing background before you get your break.”

WARREN DION SMITH

WARREN IN ACTION

Warren Dion Smith shares what it’s like to work in hairdressing in both the film industry and the salon.

14

WORLDSKILLS WorldSkills is an exciting competition where you can

sharpen your hairdressing skills and showcase your talent both nationally and overseas.

FORMA MAGAZINE | ISSUE 9 | 15

Open to apprentices or

qualified people under

the age of 23, this is a

competition that can take

you all over the world and

make you stand out

from the rest.

Regional Competitions are being held in:

• Auckland: Sunday 14th April

9.30am – 5.30pm

Manukau Institute of Technology (MIT)

Gate 1, Newbury Street, Manukau City,

Auckland.

• Christchurch: Sunday 14 April

9.30am – 5.30pm

Aoraki Polytechnic

60 Waterloo Road, Hornby, Christchurch.

Even if you're not competing, make sure

you come along and watch the competition.

You can learn more about WorldSkills and

see the skills in action. We'd love to see

you there.

Sonia Baker-Johnston, Senior Lecturer at

Manukau Institute of Technology’s School of

Hair and Beauty and 2012 WorldSkills judge

has seen first-hand the benefits of competing

in WorldSkills.

“Over the last few years I have been a proud

supporter and promoter of WorldSkills.

It is an amazing platform for our youth to

showcase to the world their technical skills

and talent.

Every year, at the Regional and National

Competitions, the young talent totally blows

me away. The technical skills they showcase

seem to be well above their years. I have

seen first-hand the improvement of skills and

confidence from my apprentices competing

at these competitions. I recommend all tutors

to take part in WorldSkills training, not only

to develop professionally, but to help train

and promote our youth, so they have an

opportunity to showcase to the world their

amazing talent.

For any apprentice to be able to say that

they are 'ONE OF THE BEST IN THE WORLD'

would be totally amazing!”

WORLDSKILLS REGIONALS IN 2013

16

UPDATE FROM CAITIn July, our 2012 National Champion Cait Woodcock is off to Germany to represent NZ alongside 52 other countries at WorldSkills Internationals.

Cait, a qualified stylist at Spectra

in Palmerston North has been

working hard in preparation

for the internationals and says her

training is “all on track.” She has been

putting time aside each day to work on

different aspects of the competition.

Cait has had the chance to work with

some amazing trainers, including

internationally acclaimed mentor and

champion Ulrica Hansson.

Originally from Sweden, Ulrica is an

International Educator for Pivot Point

Academy and currently lives in Australia.

She has more than 10 year’s industry

experience and many achievements

under her belt including presenting at

the 2012 Sydney Hair Expo and getting

three silver medals at the 2010 European

Cup Open in Moscow.

“Training with Ulrica was an amazing

opportunity,” says Cait. “She helped me

put together a great timetable to work

towards July.”

Cait has also had training sessions with

WorldSkills Expert and Judge Niq James

and previous WorldSkills international

competitor Laura Simpson.

As if training isn’t keeping her busy

enough, Cait is also dedicating a lot of

her time to fundraising. She needs to

raise $30,000 to get to Germany for

the competition.

With the help of the team at Spectra, her

family, friends and community, Cait has

raised about $3,000 so far. Add to that

the generous fundraising effort of The

Institute of Electrolysis & Beauty Therapy

(who raised over $2000 for Cait) and

she is well on her way.

“The way the community has been

getting behind it is amazing,” Cait says.

“I was blown away by the generosity of

The Institute of Electrolysis & Beauty

Therapy with their fundraising. Other

people have donated things that we have

been able to raffle off, like a Christmas

hamper and a Wella gift basket. I have

been speaking with local up and coming

photographer Anthony Young who is

offering a free family portrait that we can

also raffle. At the salon, we have a Spectra

raffle going where you can win a year of

free haircuts.”

And this is just the beginning. Cait still

has lots more fundraisers planned such

as a cut-a-thon and barbeques.

“We’re spreading the ideas out over

time and trying to do something for

everyone. If you don’t want to win a

family portrait, maybe you would want to

try for the free haircuts, or you might just

want a sausage at the BBQ,” she explains.

If you want to help get Cait to

Germany, please contact Pitchin on

(04) 499 1180 or pitchin@hito.org.nz

CAIT PRACTISING

CAIT WITH LAURA SIMPSON

FORMA MAGAZINE | ISSUE 9 | 17

The New Zealand Institute of Electrolysis & Beauty Therapy recently fundraised a whopping $2200 towards getting NZ WorldSkills Champion Cait Woodcock to Germany.

Cait, who won the National WorldSkills

competition last year, needs to raise

$30,000 to represent New Zealand in

Germany at the International competition.

“We read about Cait in an issue of Forma

Magazine,” explains Annabelle Taylor,

Principal/Director of the Palmerston North

School.

“We thought, here’s a young local girl who is

focused and who knows where she wants

to be. She didn’t breeze into this opportunity,

but she has put in a lot of hard work to get

here. She’s a New Zealand champion and

she deserves our support.”

Although Annabelle and the team had not

met Cait before, they decided to fundraise

for her by dedicating some of the school’s

client days to the cause.

Client days are a key part of their students’

training at The Institute of Electrolysis &

Beauty Therapy. Two days a week are set

aside as client days where students run

a beauty therapy clinic on the school’s

campus. They offer special prices to clients

on a range of treatments such as facials,

eye treatments and waxing. Annabelle and

the team organised to dedicate all the funds

from selected client days in October and

December 2012 towards Cait.

With the beauty industry having come

under HITO’s umbrella recently, Annabelle

says they also saw this as an opportunity

to show their support for hairdressing and

for HITO.

“Beauty and hairdressing have a great

relationship. Along with supporting Cait,

we also thought of this as an opportunity

to show our support for hairdressing and to

demonstrate to our students how to work

together with other businesses and crafts.”

Fundraising is not something the school has

the capacity to do often, so it’s reserved for

causes that they think are really worth it.

“It has to be something close to our hearts;

something we believe in,” Annabelle explains.

Cait’s cause struck a chord not only with the

school’s staff but also with students.

“We put posters around the school to

explain who Cait was and what we were

doing so the students knew all the details.

They were really excited about it, even

creating some fun competition with the

second group in December trying to raise

more money than the October group.”

The fundraising days were advertised in the

local paper, getting a great response from

the Palmerston North public.

“We had a couple of people who had never

been to the school before call up and make

appointments because they saw the ad

and wanted to support Cait.”

About 25 clients came through on each

of the client days, making for busy and

successful days.

Cait was blown away by the generosity

of Annabelle and the team. “Actually, being

blown away is an understatement!” she says.

“It’s amazing to know that someone out

there believes in me and what I’m doing.

It’s awesome to see beauty and hairdressing

coming together and supporting each other.”

BEAUTY THERAPY LENDING HAIRDRESSING A HAND

CAIT WITH 2010 INTERNATIONAL COMPETITOR LAURA SIMPSON, PIVOT POINT'S ULRICA HANSSON,

AND WORLDSKILLS EXPERT NIQ JAMES

STUDENTS FROM THE INSTITUTE OF ELECTROLYSIS AND BEAUTY THERAPY

CAIT WOODCOCK

“It has to be something close to

our hearts; something we believe in”

18

At Wellington’s Blue Cactus Hairdressing, training is a way of life.

Winners of the 2012 HITO Training

Salon of the Year award, this

salon takes training seriously

and reaps excellent results.

“We at Blue Cactus aim to set the standard

in service, style and training that other

salons can aspire to,” says Education and

Development Manager Kerri Cox.

“Continuous education and development

throughout our team is paramount to being

able to deliver the highest level of expertise.”

After celebrating the salon’s 20th birthday

late last year, founder Larissa Macleman

recently passed the reins of the salon on

to new owners John and Carol Carrasco.

Kerri has been at Blue Cactus for 14 years,

starting off in the role of Salon Manager.

She works closely with Apprentice Training

Manager Sonya Cox and together they

see Blue Cactus’ apprentices’ progress

successfully through their training.

“They are our focus,” she explains.

At Blue Cactus a unique approach has

been taken to training by marketing the

apprenticeship programme as the ‘Blue

Cactus Academy’. Kerri says this has been

really beneficial.

“By marketing the academy as something

separate from Blue Cactus salon, people

know that they are coming to a place of

learning,” she explains. “It also builds interest

– people want to be a part of it.”

Apprentices are given an ‘Academy Pack’

when they begin, and they all represent the

“We at Blue Cactus aim to set the standard in service, style and training that other salons can aspire to."

Academy at Off Job Training with branded

capes. Training takes place on specific

Academy days and there are special prices

for clients on these days.

The Blue Cactus team have also taken

care to infuse an attention to detail

into everything they do, from the client

experience to training. This has helped

make the salon’s training so successful.

“We believe that attention to details count,”

says Kerri.

Right from the beginning of a new team

member’s journey, the team takes care to

notice the details that will allow them to

work to their maximum potential.

Each new team member completes a

personality profile assessment called

‘Birds of Different Feathers’ when they

SUCCESSFUL TRAINING

FORMA MAGAZINE | ISSUE 9 | 19

start at the salon. This determines their

different learning preferences and how

they best work and learn.

A picture of each trainee’s ‘bird’ is brought

to training sessions, giving the trainer and

trainee the opportunity to see what type of

teaching style needs to be delivered. Kerri

says this builds respect and encourages

acceptance of others who are different to us.

Blue Cactus has looked at all the little details

that create a five-star client experience

too, and they train their team to deliver

this service every time. They call this the

‘Diamond Standard’ which includes the

expectation that clients are not kept waiting

after their appointment time, that each

client gets a thorough consultation during

each and every visit, and that each client is

100% delighted with their cut, colour or curl.

“Our training team ensure that these high

standards are maintained in all training

sessions,” Kerri says.

“We replicate the client journey with

apprentices. We go through all the steps of

the client’s journey so that the little things

that make up a ‘Diamond Service’ become

habit right from day one. Building up good

habits now makes excellent hairdressers

in the future… We find that the young ones

who hit the floor are performing as good

(if not better) than Seniors that we have got

in from other salons because it’s become

habit for them to give excellent service.”

Another way Blue Cactus has used

attention to detail to create a successful

environment is through a detailed salon

structure. This makes a clear career

pathway for apprentices to follow and

keeps them progressing. If someone

starts as a colourist, for example, there are

three levels to progress through: Colourist,

Intermediate Colourist and Senior Colourist.

When they then move on to become a

Stylist, there are another four levels to

work through: Stylist (someone who has

almost finished their training and is building

their clientele to become qualified), Senior

Stylist (once someone is qualified), then up

to an Executive Stylist and eventually

a Master Stylist.

Within each of these steps there are

different pay levels too (including six pay

levels within the apprenticeship/colourist

progressions) so there is always something

to be working towards.

Kerri and Sonya ensure that their apprentices

are always growing and moving up the levels.

“There’s a limit of time that you can be on

each level,” Kerri explains, “so this keeps

them moving up consistently.”

Putting together this detailed structure has

impacted staff retention. There is always a

goal to aim for; a level to move up to and a

pay rise to gain, so apprentices and other

staff are kept motivated and excited about

their training.

“If you’re working somewhere and you get

to the top of where you can go in the first

year, that’s when you’ll start looking outside

for more opportunities. But why would you

want to leave if there’s more to achieve?”

Blue Cactus’ Scholarship Programme for

apprentices has also helped keep trainees

on board after they qualify. This programme

is currently in its sixth year.

Scholarships are awarded to people who

are the right matches for the salon and who

show their commitment in their application.

“To get a scholarship, you need to put a real

effort into your application,” says Kerri.

“It’s not something we commit to lightly.”

For apprentices in the Scholarship

Programme, Blue Cactus pays for 50%

of the apprentice’s fees in their first year.

Then they can apply to have all their fees

paid for in future years. Those who get a

scholarship are committed to stay on at the

salon for two years after they qualify, or if

they do leave they are responsible to pay

back the balance of their fees.

The Blue Cactus team know the value of

continuous training. Training doesn’t end

when you finish your apprenticeship, but

there are meetings, teams and groups that

Stylists can be part of to continue to grow

their skills and keep relevant.

“Six times a year we run Development

Squad sessions with guest stylists to

teach and inspire our trainees who have

completed their qualifications. We also do

collection releases with L’Oreal Professional

twice a year,” explains Kerri.

Weekly staff meetings are also a time for

developing new skills. About once a month

the team has a ‘creative jam’ in this meeting

where they work on a new fashion look or

something else new and relevant.

Top keys to successful training from

Blue Cactus:

• Support your apprentices’ right through

their training and give them the benefit

of the doubt.

• Consistent follow up is important. It’s

about mentoring the apprentice and

helping them keep on top of things.

• Monitor the apprentices’ progress with

‘Off Job Training’ assessments. Don’t leave

it until the last minute to check on their

progress, and know where they are at to

help them succeed.

• Have systems in place that pave the way

for them to be successful.

After 14 years at Blue Cactus, Kerri has

since left the salon to pursue other

avenues in the industry.

WE TAKE A LOOK AT THE EXPECTATIONS THAT BOTH EMPLOYEES AND

EMPLOYERS HOLD AND WHY THEY ARE IMPORTANT.

WHAT’S EXPECTED OF YOU AS AN EMPLOYEE & AN EMPLOYER?

]

HOLLY CARTMELL

MARIANNA BROWN

FORMA MAGAZINE | ISSUE 10 | 21

HIGH EXPECTATIONS MAKE FOR A SUCCESSFUL BUSINESS

Holly Cartmell, owner of Kitomba/

NZARH 2012 Salon of the Year

So You Hair explains why high

expectations are so important to running

a successful salon.

Wellington salon So You Hair take pride in

offering excellent service to their clientele.

So You owner and director Holly expects

her team to uphold this reputation and

provide outstanding service, something

which requires more than just top-notch

hairdressing skill.

“Everything including how you look, your

personality and how you behave adds to

the client’s experience. If you have personal

confidence then you will be able to sit down

with a client and talk to them with ease. It all

counts for making someone a great team

member,” she explains.

Holly sets high expectations for her team

to make sure they can create this well-

rounded experience for their clients.

“You can’t afford not to have high

expectations, and to make them clear.

You work hard in your business, and the

people you have on your team need to

be with you 100%”

In her experience, Holly has found that

explaining her expectations right from the

start is the best approach.

Even before she makes the decision to

hire a new team member, she has

expectations she wants to see met through

the recruitment process.

“First impressions are so important when

it comes to hiring a new team member.

I expect people to be presented in a way that

fits with my vision, my team, and represents

the industry. That includes well applied make-

up and a great, tasteful outfit,” says Holly.

She also expects people on her team to

have a real drive and passion for their career

in hairdressing.

“When I’m first speaking with someone

in an interview, I’m listening for those key

words that show me this is where they

really want to be. Personality is really

important. Can you see them fitting in

the salon and conversing with your

target market? Are they hard-working

and dedicated?”

For Holly, meeting these initial expectations

is what gets someone to the next step.

Once someone joins the So You team

she clearly and openly explains what she

expects of them on the job. This is done in

an induction on their first day at the salon.

“It’s a fun day, but a hard day,” she says.

“There’s a lot of information to take in. I lay

it all out on the table.”

One important part of a new team member’s

induction is spent going through So You’s

policy manuals, including their policy on dress

standards. This is a full manual, including

images that show employees how they are

expected to dress for work.

“As stylists, part of what we do is inspiring

the client,” Holly says, explaining the

importance of her dress code. “Clients look

to you for the latest trends and feel more

confident in your ability if you look the part.”

New team members also go through a

procedures manual, training expectations

and an overview of the salon’s vision and

culture on their induction.

Holly finds that setting her expectations

clearly right from the beginning keeps

communication within her team open

and honest.

“It’s a firm but fair system,” she says. “If I

have laid out my expectations early then

everyone knows what they should and

shouldn’t be doing. They can be corrected

straight away and get into good habits.”

Holly encourages other salon owners to be

as open with their team about what they

expect of them. When expectations aren’t

clear, this can cause tension in the team.

“If your team don’t know your expectations,

then they can’t be held accountable. But

once you have told them what is expected,

they are accountable to uphold these rules,

and you don’t need to be afraid to pull them

up when they don’t.”

Generally, Holly finds people love the

structure and discipline of her rules and

requirements, and they’re really happy to

follow through.

“If you set your expectations really high,

your team will reach for them,” she says.

“If they don’t, you need to question if they

are the right person for your team.”

Remember though, just telling someone

once may not be enough!

Follow-up is an important part of the

learning process, so at So You every team

member is given a copy of the salon’s

policies that they can take home and read

in their own time. Holly also keeps hard

copies out in the back room of the salon.

When it comes to enforcing your

expectations, Holly advises salon owners

not to be afraid of speaking up.

“Don’t be afraid to put it out on the line,

people appreciate it,” she says.

“Put systems in place for how things are to

be dealt with and make sure these are clear

to your staff. That way if you do need to

discipline someone, you will know what to

do. When they know the standard it’s easy

to talk to them about up-keeping it.”

The specific policies you have don’t have

to be set in stone either, Holly reminds

employers. As long as you do it openly

and let your team know, these can be

easily changed.

At So You, for example, Holly consistently

tweaks the dress code policy, updating it

each season with images of current trends

to keep her team inspired.

If you don’t have your expectations

clearly outlined in your salon yet, Holly

recommends starting to do so today.“It

makes it so easy, so simple,” she says.

“Inspire your team to think about who

they want to be, and what they need to

do today to get there.”

EMPLOYEES HAVE EXPECTATIONS TOO

When coming into a new role,

all employees bring their own

expectations of how they

should be treated and what will happen

in their new workplace. Apprentices in

particular have important expectations

around the training they will be getting

on the job.

When 2012 HITO Apprentice of the Year

Marianna Brown started her apprenticeship,

she had some expectations about the

learning and working environment she

would be spending her time in.

As a young person coming into the

workforce, she wanted to make sure she

would be treated with respect by her

employer, managers and colleagues.

22

“When I came into my apprenticeship,

I wanted to make sure I would always be

in a safe and professional environment,

which provides support for younger staff,”

Marianna says.

Creating a safe and respectful workplace

makes for a positive learning environment,

something particularly important to

apprentices who are consistently learning

on the job.

Because training is a big part of an apprentice’s

daily life in the salon, apprentices need to

know that they will be getting the training

they need to succeed.

“I wanted my trainers to always be open to

talk to me about any issues and questions

I might have, and I wanted to check that

they were happy to be my support

person throughout my apprenticeship,”

says Marianna, who currently works at

Do. Hairstyling in Christchurch.

Apprentices are learning from a grass roots

level and so a supportive environment is

crucial to helping them get the most out

of their apprenticeship.

“I want to feel encouraged in my work, not

put down,” Marianna continues.

“I think it’s important to be given opportunities,

and encouraged to move forward and

challenge yourself.”

It’s also really important for apprentices to

have someone in the workplace that they

can look up to, Marianna says.

“We can read about industry leaders in

magazines, but it means so much more to

have someone in your own salon that you

can aspire to be like… someone to look up

to, a positive role model.”

Studies have shown that having a

mentoring system in the salon has many

positive results. Mentoring can cultivate a

stronger learning culture, it can improve

the rate of qualification completions and

improve staff loyalty and retention.*

We encourage all employees to talk to their

employers about what expectations they

have so that everyone is on the same page.

*Information from the study Mentoring Tips for Trainers and Salon Owners, prepared for HITO by Dr. Chris Holland from Work & Education.

WHAT EMPLOYERS (AND CLIENTS) EXPECT

A great team needs team members

who know what’s expected of

them and who go above and

beyond to exceed those expectations.

We’ve asked employers across New Zealand

what they expect from their team members

to keep the workplace running smoothly

and successfully. These expectations are

all about helping make the client’s experience

enjoyable so that they will want to come back.

Take a look at each area and talk in your

team meetings about whether you and your

team are achieving them out. If not, now is

a good time to start. Talk about how you

personally plan to improve and how you

can help support others who are struggling.

No-one is perfect, and we all have off-days,

but everyone who reads these can find an

area they would like to improve in.

Beside each area, rate yourself on a scale

of 1 to 5, be honest with yourself.

1. I never do this

2. I occasionally do this

3. I do this 50% of the time

4. I do this almost all the time - sometimes

I forget or depends what mood I’m in

5. I do this each and every time

– no exceptions

ALWAYS GREET CLIENTS WITH A SMILE

A smile makes clients feel welcome and

valued. Your greeting is your first interaction

with a client, so start off on the right foot

and make them feel welcome as soon

as they walk in the door. Remember, first

impressions last and they set the tone for

the rest of the client’s visit.

BE ATTENTIVE AND CALL CLIENTS BY THEIR NAME FROM THE START

Keep your client informed about what is

happening when they arrive. If there is a

wait, politely let them know. If your client

will appreciate it if they know what is

happening and why. Offering your client

a drink on arrival is another great way to

make them feel at ease. Call your client by

their name as this builds a sense of trust

and relationship. Your workplace might

have other routines to put clients are their

ease. Do you follow those guidelines?

LISTEN TO REQUESTS AND COMPLAINTS

When you’re interacting with someone,

there’s a big difference between just hearing

what they are saying and really listening

to them. People often “wait to speak” in a

conversation rather than listening with their

full attention. Actively listening is when you

are focused on the speaker, you remember

what they are saying and you respond to it.

You might respond by leaning forward and

nodding or by repeating back what they

said in your own words. When you actively

listen to your client, it shows them that you

respect them, understand and care about

their needs. Actively listen to your client’s

requests or complaints and try your best to

follow through with what they need. If you are

unable to help them, find someone who can.

BE AWARE OF CLIENT COMFORT AT ALL TIMES

This is important at all times, but particularly

in hairdressing when using bleach or colours

on the client’s hair. Bleach can cause serious

damage to the client, so client comfort should

be checked all the time.

DO NOT CRITICISE OR PUT DOWN OTHER BUSINESSES OR OTHER STAFF

This one’s a no brainer but it’s easy to fall

into this habit. It’s very unprofessional to

talk badly about other businesses or staff.

Speaking highly of others however shows

that you are professional and respectful.

“If you have nothing good to say, say

nothing at all.”

MAINTAIN A HIGH STANDARD OF WORK

This means that no matter what your role

is – apprentice in a hairdressing salon, the

FORMA MAGAZINE | ISSUE 10 | 23

receptionist in a beauty clinic or something

else altogether – you do the best job you

can, every time. If clients can depend on

excellent service every time they come

to your workplace, they will want to keep

coming back. Then they will want to tell

others about you too!

KEEP UP A HIGH STANDARD OF CLEANLINESS IN THE WORKPLACE

Health and Safety Standards require a

certain level of cleanliness, but aside from

that, we all know that we would rather

walk into a place that’s clean and tidy.

Ask yourself, would you return to a salon,

barbershop or beauty clinic that was

messy, cluttered and dirty? Keeping your

workplace clean and tidy makes it feel

open, fresh and welcoming for your clients.

SHOW RESPECT FOR THE WORKPLACE AND ITS EQUIPMENT

It’s easy to become familiar with your

workplace and the equipment and tools

you get to use. Sometimes you need to

take a reality check and remember that

it’s a privilege for you to work where you

do and have access to this equipment.

Show respect for your workplace and

its equipment by following instructions

and taking good care of what has been

entrusted to you.

DO NOT TAKE YOUR REGULAR CLIENTS FOR GRANTED

Your regular clients are your VIPs.

They are bringing in your regular income

and, if you treat them well, they will speak

highly of your workplace to their friends

and family. Word of mouth is the best form

of advertising! Make sure you give them

the five star treatment they deserve every

time they come in, or one day you may

find that they don’t want to be your regular

customers anymore.

BE AWARE OF YOUR EMPLOYER’S LEGAL DUTIES

Your employer has legal duties to follow,

such as paying you at least the minimum

wage. Make sure you know what these

are so you know if you are being treated

unfairly at any stage. The best place to

contact with questions about legal issues

is the Department of Labour.

Check them out at www.dol.govt.nz

or give them a call on 0800 20 90 20.

SHOW ACCEPTABLE SOCIAL BEHAVIOUR, AND DEVELOP CONFIDENCE AND EFFECTIVE COMMUNICATION SKILLS

In a salon, barbershop or beauty clinic

environment you will be interacting with

clients on a daily basis. It’s important to

have good communication skills when

dealing with your clients to make sure

you give them the best service possible.

If you’re not an outgoing person naturally,

this might be a little daunting at first. Be

encouraged though that your confidence

and skills in this area will grow with time.

Ask others in your workplace for tips about

talking to clients and how to communicate

well in the salon/barbershop/clinic.

BE PUNCTUAL, HONEST, DEPENDABLE AND ENTHUSIASTIC ABOUT YOUR CHOSEN CAREER AND ALWAYS REMEMBER TO KEEP CONFIDENTIALITY

A good way to refresh your enthusiasm

for your work is to think back to when

you first decided to follow this career

path. Everything was new and exciting

and you were passionate about learning

and attending to clients. Use this same

enthusiasm and excitement when doing

your everyday jobs in your workplace.

Show respect to your employer by arriving

to work on time and by being honest.

DEVELOP A POSITIVE ATTITUDE TO TRAINING

Training is a lifelong journey; you will never

‘make it’, there is always more to learn!

When you have a positive attitude about

training it’s easier and more enjoyable for

both you and your trainer. Once again, look

back to when you first started your job.

You would have been eager to learn and

ready for every training session. Remind

yourself of why you decided to follow this

career path and why you were passionate

about it. Let this keep your attitude towards

training positive.

FOLLOW YOUR WORKPLACES’ CODE OF ETHICS

If your workplace has its own code of ethics

or regulations, then you need to make sure

you are following these. They have been

put in place to make sure that the salon/

clinic/barbershop is running properly and

that everyone is getting the service they

need. Following these rules also shows

respect for your employer and everyone

else on the team.

USE SALON PROFESSIONAL PRODUCTS AND MAINTAIN KNOWLEDGE OF THE MANUFACTURER’S INSTRUCTIONS

Following manufacturer’s instructions can

mean the difference between a beautiful

colour job and serious injury to the client.

Don’t treat this lightly, but ensure that you

are using products correctly.

DRESS IN A WAY THAT IS ACCEPTABLE TO THE EMPLOYER AND CARE FOR YOUR CLOTHES, INCLUDING LAUNDERING AND DRY-CLEANING

As an employee, you are the face of your

workplace. Because of this, it’s important

to always wear appropriate clothing that is

clean and tidy. Some workplaces may have

“A good way to refresh your enthusiasm for your work is to think back to when you first decided to follow

this career path. Everything was new and exciting and you were passionate about learning and attending to clients. Use this same enthusiasm and excitement when doing your everyday jobs in your workplace.”

24

a uniform, so take special care to clean and

look after this. Think about your workplace

and what is appropriate. If you work at

a fashion forward salon, take a fashion

forward approach to what you wear.

KEEP A HIGH STANDARD OF PERSONAL HYGIENE AND AVOID POSTURE THAT COULD BE OFFENSIVE TO THE CLIENT

Just like with your clothes, the way you

take care of yourself also has an impact

on the representation of your workplace.

It may sound simple but get back to basics

and remember that daily washing and

deodorant are important. If you are

a hairdresser, clients will be looking to

you for inspiration, so keep your hair in

good condition.

ALWAYS PROVIDE A PERSONALISED SERVICE

Remember that the hairdressing, barbering

and beauty industries are service industries.

Your main goal is to provide an excellent

service for your clients so they will want to

return and bring their friends with them.

If they don’t, your workplace and your job

won’t last long! Keep this in mind and make

sure that every client who walks through

your door receives top of the line service.

COMPLAINTS AND BUILDING LOYALTY

At some point, everyone has

to deal with an upset client.

The challenge is to handle the

situation in a way that leaves the client

thinking you are great. If you’re lucky,

you can even encourage the client to

become a passionate advocate for you

and your business.

When it comes down to it, many clients

don't even bother to complain. They simply

leave and take their money elsewhere.

Research suggests that up to 80 percent

of clients who leave are in fact "satisfied"

with the original business. Obviously,

customer satisfaction is just not enough.

Businesses nowadays need to positively

delight clients if they want to earn their

loyalty.

It may seem counter-intuitive, but the

ability to effectively deal with client

complaints provides a great opportunity

to turn dissatisfied customers into active

promoters of the business. Here are some

client based tips.

LISTEN CAREFULLY TO WHAT THE CUSTOMER HAS TO SAY, AND LET THEM FINISH

Don't get defensive. The client is not attacking

you personally; he or she has a problem and

is upset. Repeat back what you are hearing

to show that you have listened.

ASK QUESTIONS IN A CARING AND CONCERNED MANNER

The more information you can get from the

client, the better you will understand their

perspective. It’s easier to ask questions than

to jump to conclusions.

PUT YOURSELF IN THEIR SHOES

Your goal is to solve the problem, not argue.

The client needs to feel like you’re on their

side and that you appreciate and empathise

with the situation.

APOLOGISE WITHOUT BLAMING

When a client senses that you are sincerely

sorry, it usually diffuses the situation.

Don't blame another person. Just say,

"I'm sorry about that.” Ask the customer,

"What would be an acceptable solution

to you?"

Whether or not the client knows what a

good solution would be, it’s best to propose

one or more solutions to alleviate their pain.

Become a partner with the customer in

solving the problem.

SOLVE THE PROBLEM, OR FIND SOMEONE WHO CAN SOLVE IT — QUICKLY!

Clients prefer the person they are speaking

with to instantly solve their problem.

When complaints are moved up the chain,

they become more expensive to handle

and only add to the client’s frustration.

But, if solving the problem quickly is outside

your ability or authority, then get someone

with authority to get involved immediately.

Clients don’t like to explain what’s wrong

more than once.

There is no getting around client

complaints, regardless of your industry.

However, by using these steps and taking

the time to review the issue with the client,

you can turn challenges into something

constructive and positive.

“Your main goal is to provide an excellent service for your clients

so they will want to return and bring their friends with them.”

Starting a hairdressing career?Make a smart choice and become a Modern Apprentice

Watch Mary-Ellen Orchard talk about her journey on the HITO Youtube Channel

save thousands $ on fees and courses

get a national qualification

start earning money now

be part of a salon family

get great support

learn on the job

To get on the right path for a bright and creative future call HITO on (04) 499 1180 now. Your future is only a call away.

stylistcolourist

business ownertechnician

managertrainer

educatortutor

specialist

Real skills Real Career Real Support

t: (04) 499 1180 e: enquiries@hito.org.nzw: hito.org.nz fb: hito.news

making it cheaper to be a student

Code: 65173

making it cheaper to be a student

DO YOU WANT TO SAVE MONEY?If you’re anything like us then that’ll be a resounding “YES”.

We have teamed up with StudentCard, NZ’s largest national discount network, to bring you the HITO Official Trainee Card.

You can save hundreds of dollars nationwide on everything from movies, insurance, power, coffees, stationery, household goods, and more, all with big name brands

that you already shop with.

This is free for all HITO trainees.

You can use your free HITO Trainee Card to save money all over NZ with deals like:

$10 MOVIE TICKETS WITH HOYTS

$6.90 PIZZAS EVERYDAY AT DOMINOS

SPECIAL PRICE BURGER KING MENU

SPECIAL OFFERS AT VODAFONE

10% OFF WINES AND SPIRITS AT LK

COST + 10% AT NOEL LEEMING / BOND & BOND

$80 CREDIT OFF FIRST POWER ACCOUNT WITH CONTACT ENERGY

30% OFF STATIONERY WITH OFFICE MAX

5% OFF ELECTRONICS, 10% OFF STATIONERY AT WAREHOUSE STATIONERY

Plus heaps of other deals all over the country, all for you, available everyday with your HITO Trainee Card.

SIGN UP TODAY

If you are training with us and want to sign up for your HITO trainee card, call Kelly on (04) 499 1180 or email kelly.h@hito.org.nz and she will post a unique scratch card to you for free.

All you need to do is follow the instructions on the scratch card to sign up and access all these deals. It’s as easy and as free as that!

Are you a HITO apprentice?

This is your chance to have your work published in an issue of Forma Magazine.

If you have photographic work that you are proud of, we want to know.

Give Kelly a call on (04) 499 1180 to find out how to send your photographs in and have the opportunity to be published in Forma.

SEE YOUR WORK IN PRINT

If you are thinking about travelling overseas, or you would just like to have

international recognition for your skills, the International Professional

Standards Network (ipsn) certification is for you.

The ipsn certification has been available in hairdressing since 2010, and

after years of hard work and negotiation by HITO, you can now get ipsn

certification in both Beauty Therapy and Nail Technology too.

“HITO is a founding member of the International Professional Standards

Network, and over the last few years we have successfully worked with

them to benchmark the hairdressing and beauty qualifications” said Erica.

“This means that holders of relevant national certificates in hairdressing

or beauty, who have at least one year experience as a senior operator,

can now have their skills and experience recognised in Australia, Canada

and Hong Kong.”

Take advantage of this new opportunity to have your national qualification

recognised with world class certification. It will open doors to a career abroad

while still being acknowledged within New Zealand.

Interested in applying for your beauty ipsn certificate? Any beauty therapist

who meets the following requirements can apply:

• Completed National Certificate in Beauty Services (Beautician) (Level 4)

and National Certificate in Beauty Services (Body Therapy) (Level 5),

• At least 1 year’s commercial experience either immediately prior to or

after qualifying,

• Continued professional development.

It’s easy to apply. All you need is:

• A copy of your qualifications.

• Verified proof* that you have worked for 12 months or more.

• A completed application form (there is a copy of the application form in this issue

of Forma Magazine).

• Pay the $80.00 application fee.

* Verified proof is evidence that you have been working in the industry for one year or more. This could be a statement from your employer and needs to be verified by a Justice of the Peace.

28

Did you know that you can now apply for International Certification in Beauty?

Get International Recognition for your BEAUTY SKILLS

For more information, please contact HITO on (04) 499 1180 or email us at

enquiries@hito.org.nz

FORMA MAGAZINE | ISSUE 10 | 29

30

Loretta Thompson, HITO’s Auckland Sales and Liaison Manager, was proud to receive her National Certificate in Nail Technology.

After achieving her qualification

in September 2012, Loretta was

awarded her certificate at the HITO

Christmas party.

Loretta has worked in the nails industry

for many years, and she completed her

national certificate through the Qualification

by Experience (QbyE) process. This means

she was able to use her experience in the

industry to gain the qualification, something

she would recommend.

“The national qualification is well worth doing

– it’s worth its weight in gold,” she says.

“It shows you have been through the

benchmarks and you’re competent in

everything. It’s about being able to give an

all-round service for the client.

Loretta enjoyed getting a full range of

training and information.

“In the qualification you get information on

a broader spectrum, not just the practical

skills. I found that I still had loopholes in my

understanding of skin, anatomy and health,

and the national qualification filled these.

If you do Nail Technology by QbyE or as

a trainee, you will get the complete training

you need to carry out the service to a

high standard.”

Loretta encourages everyone in the

industry to gain their national qualification.

“Getting qualified sets the standard in

the industry.”

If you are already working in the nail industry

and you want to get qualified, or you’re just

looking at adding a new skill set to your

repertoire, Nail Technology is for you.

In this 14 month-long programme you will

learn all the skills and knowledge you need

to perform nail services in a professional,

commercial environment.

You will learn many new skills including:

• Nail Augmentation services (including Gel,

Acrylic and Sculpture)

• Manicures

• Pedicures

If you are already working in the industry,

your experience can count towards getting

this qualification. You will need to show

you have been in the industry for certain

period of time, and you may have to do an

interview and some demonstrations.

HITO’S LORETTA RECEIVES HER NATIONAL NAILS CERTIFICATE

If you want to know more, get in touch

with your HITO Sales and Liaison

Manager or call the HITO National office

on (04) 499 1180.

LORETTA THOMPSON

“The national qualification is well worth doing – it’s worth its weight in gold.”

• Perform Acrylic nails (including pink and white tips and sculpture)

• Perform Gel nails (Hard Gel)

• Perform basic manicures and pedicures

• Perform treatment manicures and pedicures with exfoliation, paraffin, hot oil and mask therapy

• Perform creative work including French polish and Nail art (ornamental and decorative)

• Learn skills to work within the salon

• Gain knowledge about the nail

• Learn about the tools and products that you will work with

• Work safely and professionally.

HITO has launched a new traineeship just for you.

Taking 14 months, you will learn skills in an intensive 1 week workshop and then put your skills into practice in your workplace.

Put your skills to the test, gain a national qualification.

APPLY TODAY

You can download an application form from the HITO website at www.hito.org.nz/documents-forms/training-agreements/or email us at enquiries@hito.org.nz

Real skills. Real support. Real career.

Do you want to...

Make nails your profession

National Certificate in Beauty Services

nail technology

32

If you or someone in your workplace is

interested in training as a barber, there

are lots of options available through

HITO such as barbering apprenticeships

and QbyE (Qualification by Experience).

Get in touch with your HITO Sales and

Liaison Manager or call the HITO office

on (04) 499 1180 for more information.QUALIFIED BARBER MERRAN KOPUA

WORKING IN THE SALON

CAN HAVING A BARBER IN YOUR SALON MAKE AN IMPACT?

Vogue Kaiapoi Hair Spa owner Lisa

Steele has always been interested

in barbering. Since taking the plunge

and introducing barbering into her salon

in 2011, she hasn’t looked back!

“I’ve always had this interest in barbering.

I thought there was a need for it in the

location we were in at the time as the local

barber was closing down,” Lisa says.

“I’ve found it has made such a difference

to the salon.”

The team at Vogue Kaiapoi (who were

nominees for 2012 HITO Training Salon of

the Year) have found that barbering and

hairdressing mesh together really well.

“Barbering is a great skill set to have. It’s

so different to ladies hairdressing, but they

complement each other,” Lisa explains.

When barbering was introduced to the salon

it started off pretty quiet, Lisa says, but it has

continued to grow in popularity. They now

have many regular barbering clients.

Lisa finds that her male clientele tend to

return again and again after their first visit.

“Male clients are very loyal, and they’re also

very regular. They usually come in every

three weeks to keep a clean look.”

Introducing barbering has definitely

changed the dynamic of the salon. Along

with being loyal, Lisa finds her male clients

are also really generous, encouraging and

easy to get along with.

“I love the new dimension barbering brings.

We find the barbering section of the salon

makes for a nice change of pace. Male clients

tend to bring easy going conversation and

a relaxed atmosphere. They are also really

encouraging and positive which is great for

building staff morale.”

“The barbering section tends to bring in

more tips as well,” she smiles.

Getting more tips isn’t the only financial

benefit.

“Because barbering is skill based, it doesn’t

have high overheads,” Lisa explains. “You

don’t have to order a lot of stock for this.”

With barbering being cheaper to maintain,

it’s a great option if you want to introduce

something new to your salon that won’t be

expensive to maintain.

“It’s a great way to make use of all your

rentable space too,” says Lisa.

At Vogue Kaiapoi, she has created two

separate spaces within her salon, one area

for barbering and one for hairdressing, so

the two services can work alongside each

other in harmony.

“This works really well. Men don’t seem to

mind being in the front,” she says, spotting

another difference between male and

female clients. “Women tend to want a bit

more privacy.”

Despite being affected by the Christchurch

earthquakes, Lisa says that offering barbering

helped to keep them afloat through the

tough times. Recently, the salon has moved

to a new location where the number of new

clients is steadily growing.

Lisa encourages other salon owners to

consider adding barbering services to

their business.

“I would definitely look at including

barbering services in other premises’

in the future,” Lisa says.

HAIRDRESSING AND BARBERING WORKING SIDE BY SIDE

Great apprentices come from...

Salons can grow their own apprentices and improveproductivity with a HITO Gateway Student.

Contact your local school careers advisor now to find out how to support a young person and help your business grow.

Visit www.hito.org.nz/gateway to see how one gateway student has grown and developed into a truly valuable employee.

34

The NZARH board has swooped

into the New Year with vigour and

enthusiasm toward a more viable

organisation that will benefit all members

in the hairdressing sector. Changes have

been put in place to assist with wise

budgeting decisions and we are positive

our new Executive Structure and team

will work together to create stability

and guidance. We are moving

away from the recession that has

plagued some of our members and

encouraging you all to evaluate your

businesses and be brave to modify

where necessary. Remember, there are

NZARH discount benefits available for

members. Hairdressing qualifications

are currently under review and various

training providers are assisting with the

analysis and any future changes. We will

continue our relationship with HITO to

provide the best hairdressers and training

advice for all employers. I anticipate this

year to be very successful with many

great times for our industry.

In closing the Board and I would like

to acknowledge and thank Angeline

Thornley for her support to our

organisation and hairdressing as a whole,

thank you Angeline, and all the best.

Happy Hairdressing,

LYNNETTE KARAM-WHALLEY

HAIR ‘EXTENSIONS’ By Lesley Scher NZARH Insurance Broker

There are two major changes coming

to insurance in the next year which

will affect existing businesses or

domestic properties at renewal and new

businesses and new houses when owners

take out insurance.

The first is owners of pre 1935 commercial

buildings. Claiming for sudden accidental

damage (including natural disaster) will go

down from 12 months to 6 months indemnity

period. No longer will these buildings be able

to be insured for reinstatement value. Instead

they will be insured for indemnity value only.

This means at claim time, if your building

insurance valuation has the reinstatement

figure, for example of $500,000 and the

related indemnity (market) value is $200,000,

you will only be paid out $200,000 if your

building is totally destroyed. This means

mortgage loans will change with banks as,

will they be prepared to lend up to $500,000

for the purchase of a pre-1935 building when

they will only receive up to $200,000 for a

total loss from the insurance company?

The second is domestic dwellings.

Open ended policies are coming to a

close. This is as a result of challenges

caused by the Canterbury earthquakes

and other natural disasters in the Asia-

Pacific region and new reinsurance

requirements. It is predicted that open

ended policies may never come back.

This means that house owners must not

only know the correct square metrage

of their house but how much it costs to

build it, e.g. wood, brick, concrete or mixed

construction. Also owners will need to add

in verandahs, outdoor sheds, separate

garages, outhouses and decks. Online tools

including an online calculator will possibly

be provided by all insurance companies to

help owners arrive at and understand the

approximate sum you should be insured for.

For owners with direct insurance policies

(not using brokers) this will be a challenge

as brokers will need to assist and help with

calculating the sum insured of your house.

Policy wordings may be amended and

extensions to policies will be more

important than ever before. It will be vital

to have the correct insurance in place.

Lesley Scher, FIBANZ, ANZIIF (Sen Assoc), CIP,

QPIB, is Managing Director of The Insurance

Brokers Limited, the Preferred NZARH

insurance supplier for the last 15 years and

developer of the Salon Businesspack for

Association Members only.

UPCOMING EVENTS & DATES REGIONAL HAIRDRESSER OF THE YEAR AWARDS

Nelson/Marl 23 June

Manawatu 30 June

Cant/West 30 June

Northland 7 July

Taranaki 7 July

Auckland 14 July

Otago 14 July

Hawkes Bay 21 July

Southland 21 July

Wellington 28 July

Wanganui 3 August

Waikato 11 August

EDITORIAL STYLIST OF THE YEAR AWARDS 20 October 2013

(entries close 12 August 2013)

PATRICK CAMERON PHOTOGRAPHIC CHALLENGE TBC

(entries close 5 August 2013)

OCEANIC Tasmania – 6TH October

KITOMBA NZARH BUSINESS AWARDS AND HITO AWARDS 20 October 2013

A WORD FROM OUR CHAIRLYNETTE KARAM-WHALLEY

For further details of the Salon

Businesspack and related up to 40%

Group Discounted products, contact

Lesley or one of her team at

Ph: 09 360 4219, Fax: 09 360 4220,

email: Lesley@tib.co.nz or info@tib.co.nz

NZARH UPDATE

36

“Strength”, “Rebirth” and “Resilience” are three words that symbolise a new start for Christchurch salon Do. Hairstyling.

Home of the 2012 HITO Apprentice of

the Year Marianna Brown, this is a

salon that has continued to advance

through tough times. After a hard two years

following the February 22nd 2011 earthquake,

salon owner Mihi Tiananga and his team of

two have finally moved into their own new

salon. This is the first time they have had

their own place since the magnitude 6.3

earthquake destroyed their old premises.

Featuring a ‘Hope Wall’, the new salon is

a symbol of starting over.

“I commissioned a local artist to design

the Hope Wall for us, based around the

words strength, rebirth and resilience,” says

Mihi. “The result is amazing.” The wall is

dedicated to Christchurch and stands as an

encouragement that things are changing

for the better.

“Opening the new salon shows that we

are starting again. It gives people hope

that things are changing in a positive way.

I’ve made a commitment to be here for

Christchurch, and for my clientele,” says Mihi.

It has been a long road, but Mihi has

continued to hold a vision for the future.

“After we lost the shop, I knew I had two

choices,” he says. “I could let it overwhelm me

and not go forward, or I could think ahead

and create a path that will work for everyone;

my family, my staff and my clients.”

Dedicated to making it work, Mihi

approached H&B Hair Art & Beauty, a

local salon that had escaped earthquake

damage. They kindly opened their doors

to the team, and so Do. Hairdressing began

operating from the salon’s back room.

While very grateful for the generosity of

H&B Hair Art & Beauty, the team found

there were challenges to not having a place

of their own.

“I guess we were drifters, not established in

any one place,” Mihi explains. “This made it

hard to continue growing. It was a challenge

to keep motivated too when nothing was

confirmed. We didn’t know how long we

would be there. I had to keep myself and

my staff motivated and give them a vision

for the future.”

Eventually, Mihi was able to secure the

new premise. The team moved into their

new space in late November 2012 and

celebrated with an exciting opening event.

November was a month of celebrations for

Do. Hairstyling in more ways than one.

Along with the move, they also took out

Goldwell Salon of the Year, Boutique at

the Kitomba/NZARH Business Awards,

and team member Marianna Brown was

named HITO 2012 Apprentice of the Year.

REBIRTH OF DO. HAIRSTYLING

DO. HAIRSTYLING NEW SALON

MARIANNA BROWN, HITO APPRENTICE OF THE YEAR 2012

OWNER MIHI TIANANGA (CENTRE) WITH TEAM MEMBERS KATE AND MARIANNA

SALON INTERIOR

SALON INTERIOR

DO. HAIRSTYLING HOPE WALL

Part of HITO’s exciting new Nail

Technology programme, this

workshop is a time where learners

come together to get hands-on training

from CND (Creative Nail Design).

“The five day intense workshop will arm you

with the information, skills and practical tools

needed to succeed,” says Cherie Pollard,

CND Education Ambassador.

Cherie has been a CND Education

Ambassador for the past fifteen years,

and she’s also a member of Team CND: an

elite group of educator’s hand selected to

represent the ideals of CND and to inspire

nail professionals around the world.

“To do well in the nail industry, you need a

realisation that practice makes perfect, a

desire to work closely with the public and a

keen eye for intricate detail,” Cherie explains.

“The workshop is the beginning of the

journey, and while we can share the

knowledge and skills for success, we cannot

teach speed or confidence. These will come

with dedication and practice; plenty of it!”

In the workshop, trainees learn to offer a

Liquid and Powder enhancement service

using CND products and techniques, from

a full set of enhancements to rebalancing.

They also learn about Shellac, and each

trainee gets a fantastic kit to kick start

their career.

“Your CND Novice kit includes everything that

you need to complete the five day workshop

and more. All sundry items will be provided

during the training and can be purchased

to start building inventory for your business

during the training,” says Cherie.

Michelle Sanders from Hairworkz in

Balclutha was one of the trainees at this

initial workshop. She found it very beneficial.

“I’m a hands on person and I loved getting in

and working with the product,” she says.

“The tutors were fantastic, very knowledgeable

and helpful… We had quizzes every morning

and it was great to see us all retaining the

knowledge we had been taught.”

Michelle, who has been hairdressing for

23 years, first saw Nail Technology being

advertised in an issue of HITO’s Forma

Magazine and thought it sounded like

just what she was looking for to further

her training.

“I thrive on learning…Learning a new skill set

is a way to advance yourself and find another

pathway in the industry,” she says.

Having dabbled in nails 15 years ago when

working at a salon with a nail technician,

it was a natural progression for Michelle

to continue her training in this area.

She’s thoroughly enjoying picking the

skills back up and working towards her

National Qualification.

“Qualifications in the nail industry are so

important. There’s a lot that can go wrong.

The chemicals we use can be dangerous

in untrained hands.”

Lil Murdoch from Lush salon also attended

the Dunedin workshop, and she is another

advocate for qualifications in the nail industry.

“There are too many chain stores in

New Zealand who are rushing clients

through and harming their nails,” she says.

“We have learnt in Nail Technology that

once certain parts of the nail bed are

damaged, they’re damaged for life… every

nail service should be based on the best

nail care for the client.”

Lil has been hairdressing for 13 years.

She heard about Nail Technology when

it came up on her Facebook newsfeed

and thought it looked like a fantastic way

to add a new skillset to her repertoire.

“Up-skilling is a great way to build your

clientele, and to offer your existing clientele

another complimentary service,” Lil says.

Lil plans to begin offering nail services in her

salon once she has qualified, and she wants

to put her staff and apprentices through nail

training as well.

“Nail Technology is a skill that anyone

can look at doing, not just hairdressers,”

she adds.

Tania Berryman, HITO’s Beauty

Development and Moderation Officer,

enjoyed seeing the nails trainees begin to

master their practical skills.

“It is exciting to see the learning for the

practical skills in the nail traineeship get

underway and it appears to have been an

enjoyable time for the trainees. We are keen

to continue the support in their learning and

look forward to watching the trainees develop

as nail technicians.”

The Nail Technology programme is

14 months long in total, including this

workshop. Trainees who do the programme

learn all the skills and knowledge needed to

perform beauty services in a professional,

commercial environment, and will gain a

National Certificate in Beauty Services

(Nail Technology).

If you’re interested in adding a new skillset to

your repertoire, or you’re already working in

the nail industry but you want to get qualified,

don’t hesitate to get in touch with our friendly

team. Give your HITO Sales and Liaison Manager a call or email Tania Berryman on bdev@hito.org.nz.

FORMA MAGAZINE | ISSUE 9 | 37

In February, seven Nail Technology trainees from around the Southern South Island came together in Dunedin for the first ever HITO/CND workshop.

FIRST NAIL TECHNOLOGY WORKSHOP TAKES OFF IN DUNEDIN

38

It was a real pleasure to be asked

recently to contribute a column to your

magazine. I have been involved with the

hairdressing industry (and more recently

with beauty) for many years now providing,

primarily, advice on employment matters,

to industry members. This column, and

successive contributions, will continue

with the employment theme and, as far

as possible, concentrate on current issues

brought to my attention by members.

On this matter however any suggestions

you may have for me to comment on

would be most welcome.

PERFORMANCE MANAGEMENT

Based on the enquiries made to this office,

one of the most difficult management

responsibilities salon owners seem to have

is the effective management of staff who

are not performing to expectation. In fact

often the member enquiry starts like this –

‘I have a staff member who is not

performing. How do I get rid of them?’

When I start to probe into the problem

with the enquirer, more often than not I

learn that very little has been done to assist

the staff member to meet expectations

– indeed often the staff member has not

even been told what is expected of them

by the salon owner!

Performance management is not rocket

science but it does require patience and

perseverance.

THE POSITION DESCRIPTION

The starting point is to ensure that attached

to the employment agreement is a Position

(Job) Description which clearly sets out

the expectations of the salon owner.

Sometimes key performance indicators

(‘KPI’s’) form part of the PD, which provide

the basis for measuring the performance

of the staff member.

THE BASES OF ANY PERFORMANCE SYSTEM

When a staff member is not performing in

accordance with their Job Description

(and associated key performance indicators,

if any) the staff member can be placed on a

performance management plan designed

to give the employee every opportunity to

meet the (reasonable) expectations of the

employer.

Salon ‘best practice’ will make available to

staff its policy on performance management.

The key aspects of any performance

management system follow.

NB: The points alluded to below are

predicated on the basis that the

employee has a Position Description; and

• With any performance management

process the salon owner is required to

act in good faith i.e. to be responsive and

communicative in its dealings with the

staff member - the legal requirement

set out in the Employment Relations

Act 2000

• The standard of performance to

avoid performance management

or disciplinary consequences is an

objectively reasonable standard of

performance, as opposed to high

performance

• Whether the staff member is

performing at a objectively reasonable

level will be a question of fact. In any

event a fair process must be followed

• Unlike serious misconduct, with

performance management a staff

member is entitled to the opportunity

to improve – a chance to meet the

employer’s standards once they have

been made aware of the issues of

concern.

THE PROCESS

Having regard to the above matters it is

a key requirement that the staff member

understands how they are not performing

and what improvements are necessary to

perform at the required level.

The staff member is entitled to a

reasonable opportunity to demonstrate an

improvement in performance. Expectations

should be agreed to with the staff member

as should the timeframe for improvement

The staff member should be offered

additional training or support, if necessary

– it will be a question of fact whether such

support is necessary and could assist the staff

member in improving their performance.

The above matters involve a discussion

between the parties which should

subsequently be recorded in writing by the

salon owner and given to the staff member.

Regular meetings should be held with

the staff member to review progress

(or otherwise).

In the event that there is not an

improvement in performance after the

above steps have been followed, the

employer will be justified is commencing

a disciplinary process i.e. first warning,

final warning followed by termination of

employment in the event that there is not

an improvement in performance.

COMMENT

I accept that the above process takes time

and energy on the part of the salon owner.

This has got to be balanced however against

the cost to the owner who may face a claim

of disadvantage and/or unjustified dismissal if

non-performance is not properly managed.

Until next time...

David Patten (david.patten@xtra.co.nz)

FROM YOUR LEGAL ADVISORDAVID PATTEN: LLB: BA; MBS; FAMINZ

You don’t have to be receiving a

benefit to qualify for some of Work

and Income’s supplement payments.

The Accommodation Supplement is a form

of financial assistance that is available to

people who are working. You may qualify

for an Accommodation Supplement if you:

• have accommodation costs (i.e. rent or

mortgage)

• are aged 16 years or older

• are a New Zealand citizen or a

permanent resident

• normally live in New Zealand and intend

to stay here

• are not paying rent for a Housing

New Zealand property.

The Accommodation Supplement is means

tested, which means how much you qualify

for depends on how much you (and your

partner) earn and any money or assets you

currently have.

Where you live is also a factor that will

considered by Work and Income when

assessing whether you qualify.

Work and Income’s goal is getting as

many people as possible into sustainable

employment where they can learn valuable

skills which will led to a better life for

themselves and their family.

FINANCIAL ASSISTANCE CAN MAKE COMPLETING YOUR APPRENTICESHIP

easier

The Accommodation Supplement is one

way that may help make completing

training easier. To find out if you

meet our criteria you can access our

calculator online or call 0800 559 009.

National Certificate in Hairdressing

Stand out from the rest

1. Increase & extend your cutting skills2. Take your work to the next level3. Gain platform presentation experience 4. Create portfolio experience5. Fantastic for those who compete 6. Profile you and your salon7. Get recognised for advanced skills8. Clients will love it

6 Month ProgrammeOnline learning$750 to sign-up

This programme will help you form your ideas about future fashion trends, create style guides to use when developing portfolio work and demonstrate your ideas to colleagues. By the end, you will have developed your oral presentation, research, critical analysis and portfolio skills to the next level.

To find out more check out our YouTube video www.youtu.be/ez6s1TjJaWE

40

HITO Mid-Central Sales and Liaison Manager Fi Nelson takes an honest look at how employers can get more out of Gateway and work experience students in their salons.

You will remember your first

experience in a salon; not as a client,

but on the other side of the counter.

Were you the afterschool girl/boy helping

out on late nights, was it your first day in

your apprenticeship, or was it as a high

school student doing Gateway?

Whatever your first experience was, you

will recall how daunting it was. If you were

lucky, there will have been someone with

a friendly face who took you under their

wing and showed you the ropes. Maybe it

was this friendly face that encouraged you

to keep pursuing a career in hairdressing,

barbering or beauty.

We sometimes hear that employers have

had bad experiences with Gateway or work

experience students. Sadly there are many

students too who are not having a great

time when they’re on a placement, even to

the extent of deciding on a different career

because of their negative work experience.

With so many career options available

today, it’s important for them to be given a

positive of what it’s to work in our industry

and encourage them to pursue a career.

By investing into them we are making sure

that our industry continues to grow.

To help you get the most out of having

a Gateway or work experience student

in your workplace, here are some basic

guidelines. The aim is that these will help

both you as an employer and the student

have a positive learning experience.

Things to do:

• Be friendly.

• Welcome them into your business.

• Have a positive conversation on their first

day about your salon culture and what

your expectations are.

• Talk to them about some of the tasks you

will show them.

• Ask them what they want to get out of

their experience.

• Be approachable and supportive.

• Be inspiring and motivating.

• Expect mistakes and give encouragement

and constructive feedback.

• Give them an opportunity to see first-hand

what a great industry we work in.

• Contact their Gateway co-ordinator/tutor

straight away if any problems arise.

• If they are working for you outside of their

Gateway/work experience requirements

then pay them for their work.

Things to avoid:

• Never assume they know what to do at

any level – it’s possible that they are starting

with little or no significant life experience.

• Don’t give them a hard time just because

you had a hard time when you started –

you should be committed to giving them

a better experience than you had.

• Don’t treat them as cheap/free labour –

they are there to learn and work, not just to

clean up.

• Don’t ignore inappropriate behaviour.

Instead, talk to them about it. For example,

let them know that it is not okay to sit

around reading magazines or turn up late

every day.

• Don’t say that you are “too busy” to help

them. If the time isn’t right then suggest

a time that is more suitable and stick to it.

• Don’t pass on negative comments/

judgements about their school, provider

or other organisation.

By working together on positive learning

opportunities everyone involved will have

a great experience.

If you have never been approached by a

local school or provider seeking Gateway

and work experience placements and you

would like the opportunity to be involved,

why not contact them and register your

interest today.

employers GET THE MOST OUT OF GATEWAY

“Ask them what they want to get out of their experience.”

FORMA MAGAZINE | ISSUE 9 | 41

Kylie Dalley is excited about her new role as HITO Northern South Sales and Liaison Manager, based in Christchurch.

New to the garden city, Kylie has

recently relocated from the

Manawatu. She is thrilled to be

joining the HITO team, and is looking

forward to meeting everyone in her region

and assisting with training.

Kylie has been in the hairdressing industry

for 18 years, beginning as an apprentice

herself in Fielding. Since completing her

apprenticeship she has owned her own

salon and worked as a colour technician.

She comes to the HITO team with strong

hairdressing, business and training skills,

and a passion for apprenticeships.

“I really believe that the apprenticeship

programme is the way forward in your

business,” Kylie says. “I know from experience

that it is a great way to train and learn.”

Kylie is also excited about the advanced

qualifications offered at HITO. She’s looking

forward to helping people continue their

training even after they have gained their

National Certificate.

CHANGES TO THE HITO BOARD

MEET KYLIE

JAYE CLARK

BELINDA ROBB

KYLIE DALLEY

“I know from experience

that it is a great way to train & learn.”

Jaye will continue in her role as

an Appointed Board Member,

which she was first selected for in

September 2012 when the new HITO

Board was formed.

Before the formation of the new Board,

Jaye was the Co-opted Member for

beauty on the Board for three years.

She is passionate about taking the

hairdressing and beauty industries

positively into the future, and she

believes that continuing as a Board

Member of HITO will enable her to

contribute toward this.

At HITO’s Annual General Meeting on

18th March employer members of HITO

also voted for another person to be

re-instated on the Board.

Belinda Robb was voted back onto the

HITO Board as an Elected Board Member.

Belinda was first elected to the HITO

Board in September last year when the

new Board was formed. She believes

that apprenticeships are key to the

sustainable success of our industry,

and she brings many years of business

experience to the Board.

The Board Appointments Panel has recently re-appointed Jaye Clark on to the HITO Board.

You can get in touch with Kylie on kylie@hito.org.nz or 027 483 2405. Like Kylie’s Facebook page (facebook.com/HITOnorthernsouth) for news and updates from the Northern South region.

42

If you are training in an apprenticeship or you have apprentices in your salon, you will be familiar with your regional HITO Sales and Liaison Manager. Not everyone knows what our regional managers do and how they can help.

WHAT DOES HITO DO?

Before we get into what HITO Sales and

Liaison Managers do, it’s good to have a

look at the role of HITO.

As the Hairdressing Industry Training

Organisation (HITO), there are four main

areas we focus on:

• ARRANGING TRAINING

We arrange training and manage the

apprenticeship programmes. We raise

awareness of apprenticeships with

employers and trainees.

• QUALIFICATIONS

We offer National Certificates in

Hairdressing, Barbering, Beauty, Salon

Support, Salon Management and

Advanced Cutting. We are committed to

the continual development of quality and

relevant national qualifications, and we’re

focused on increasing the number of

qualified people working in our industry.

We also provide qualifications to up-skill

those already in the industry.

• SETTING THE STANDARD

We connect with the wider community

to set the standards of New Zealand’s

only nationally (and internationally)

recognised hairdressing, barbering and

beauty qualifications. We make sure that

the information and skills being taught

are correct and relevant.

• SUPPORT

We’re committed to building our industry

and providing a leadership role. We offer

support for quality training and learning

opportunities in the workplace, and we

support those in industry training with

literacy issues.

SO WHAT PART DO THE SALES AND LIAISON MANAGERS PLAY?

Our Sales and Liaison Managers play a key

part in arranging training. They are there to

sign people into our programmes and give

them support while they complete their

chosen qualification.

Some of the main ways that HITO Sales

Managers are there to support our

trainees are:

• VISITS

All HITO apprentices fall into one of

two categories – Modern Apprentices

(those who begin their training when

they are 21 years old or under) or

Industry Trainees (those who are over

21 years old, or doing a programme other

than Hairdressing or Barbering, such as

Nail Technology). Our Sales Managers

visit Modern Apprentices four times a

year, while Industry Trainees are visited

two times a year. In these visits the

Sales Managers:

• Monitor the training and assessments

that have happened.

• Help with planning for upcoming

training in the salon.

• Make sure they are on track with

completing their qualification, that they

are achieving their assessments and

getting everything done in the right

amount of time.

• ORGANISING OFF JOB TRAINING

Although most apprenticeship training

happens on the job, all of our trainees

go to certain days of Off Job Training

(OJT) at a polytechnic or provider as well.

OJT is classroom based learning where

trainees learn theory, do some practice

training and assessments. Our Sales

Managers organise where trainees go

for OJT by directing them to their closest

provider and keeping a record of their

attendance. OJT is an important part of

an apprenticeship and it’s important to

attend. The Sales Manager will invoice

trainees $100 per day if they miss

OJT, unless they are sick and contact

them prior to the start time. A medical

certificate may be required.

• MONITORING THE TRAINEE’S

PROGRESS AND THE AMOUNT OF

TIME THEY HAVE BEEN DOING THEIR

QUALIFICATION

Another part of the HITO Sales Managers

role is to keep an eye on their trainees’

progress and how long they have

been doing their qualification. The

Tertiary Education Commission (TEC)

have certain rules around how long

it should take to do each qualification

and how many credits you should be

achieving. The Sales Managers make

sure that everyone is getting through their

training at a good pace, and enforce the

consequences if not.

• SUPPORT TRAINEES TO COMPLETE

THEIR TRAINING

We want all our trainees to succeed!

The Sales Managers are there to help

and support trainees to finish their

training and get their National Certificate.

• IF YOU ARE AN EMPLOYER WITH AN

APPRENTICE, THE HITO SALES AND

LIAISON MANAGERS ALSO PROVIDE

SUPPORT FOR YOU WITH:

• Growing your business through training

• Support with training plans

• Support with your trainee in relation to

their training

WHAT THEIR ROLE ISN’T…

• HITO Sales and Liaison Managers aren’t

there to assist with employment issues.

• They aren’t there to help with the

recruitment of new staff, although they

will suggest placements for people if they

happen to know about them.

• They aren’t there to be a referee for

job seekers.

If you need assistance with any of the

above matters, there are some other

organisations we can recommend getting

in touch with:

YOU KNOW OUR HITO REGIONAL MANAGERS, BUT WHAT DO THEY DO?

| 43

• FOR ALL EMPLOYMENT RELATED

QUESTIONS OR ISSUES (SUCH AS

DISMISSAL, HOLIDAYS AND PAY)

Please go to the Department of Labour

www.dol.govt.nz

• FOR RECRUITMENT

First stop we’d suggest the HITO website

at www.hito.org.nz/vacancies/

We also recommend visiting other

job seeker websites to check out the

vacancies they have listed:

www.gumtree.co.nz

www.trademe.co.nz

www.seek.co.nz

www.myjobspace.co.nz

• FOR ADDITIONAL SUPPORT

AND ADVICE

Contact the Citizens Advice Bureau

www.cab.org.nz

• FOR BUSINESS RELATED ENQUIRIES

We recommend contacting your industry

association.

Hairdressing: www.nzhairdressing.org.nz

Beauty: www.beautynz.org.nz/

• HAIRDRESSING FINALS

TECHNICAL QUESTIONS

If you’re an apprentice and you have

technical questions about your finals, first

of all make sure you attend a guidelines

meeting. After that, industry assessors

are available to help answer additional

questions.

• HAIRDRESSING OJT

ASSESSMENT QUESTIONS

For technical questions regarding your

Off Job Training assessments, contact

your Off Job Training tutor or someone

else at the training establishment

you attend.

WHO IS MY SALES AND LIAISON MANAGER?

We have seven Sales and Liaison Managers

across the country, all ready to help.

Check which region you fit into and get

in touch with your Sales Manager today:

NORTHERN REGION

KARENZA HARRIS

A: PO Box 11921, Ellerslie, Auckland

P: (09) 579 4844

M: (027) 470 0169

E: karenza@hito.org.nz

AUCKLAND REGION

LORETTA THOMPSON

A: PO Box 11921, Ellerslie, Auckland

P: (09) 579 4844

M: (027) 443 2401

E: loretta@hito.org.nz

MIDLAND REGION

LYNETTE CHAPMAN

A: PO Box 11921, Ellerslie, Auckland

P: (09) 579 4844

M: (027) 480 6550

E: lynette@hito.org.nz

MID-CENTRAL REGION

FIONA NELSON

A: PO Box 11 764, Wellington, 6142

P: (04) 499 5150

M: (027) 470 0170

E: fi@hito.org.nz

CENTRAL REGION

TRACY QUINN

A: PO Box 11 764, Wellington

P: (04) 499 5150

M: (027) 445 5758

E: tracy@hito.org.nz

NORTHERN-SOUTH REGION

KYLIE DALLEY

A: PO Box 1575, Christchurch

P: 03 338 5376

M: (027) 483 2405

E: kylie@hito.org.nz

SOUTHERN SOUTH REGION

FIONA TOWNSEND

A: PO Box 1575, Christchurch

P: 03 338 5376

M: (027) 470 0171

E: fiona@hito.org.nz

If you’re not sure what area you fall

into, take a look at our map and get in

touch with one of our regional offices

for assistance:

Upper North Island Office: (09) 579 4844

Lower North Island Office: (04) 499 5150

South Island Office: (03) 338 5376

FIONA TOWNSEND

FIONA NELSON

KYLIE DALLEY

KARENZA HARRIS

LORETTA THOMPSON

LYNETTE CHAPMAN

TRACY QUINN

44

Does your business need a dedicated and exceptional support person?

Support staff are important to the

day-to-day running of any business.

A dedicated support team member

can free up your time by assisting with

tasks like phone enquiries, stocktaking,

customer service and general maintenance.

This lets you and your senior staff concentrate

on delivering excellent service to your clients.

HITO’s Salon Support qualification can help

your support staff become the best they

can be. In this year-long programme, they

will learn about:

• Basic hairdressing services

• Customer service skills

• Product sales

• Reception skills

• And more!

These skills are transferable too, so they can

be utilised in salons, spas, barbershops and

any retail business.

For aspiring hairdressers, Salon Support is

also a great way to find out if hairdressing

is the right career for them.

For Mikaela Wright from Gavichis Hair

Studio, doing Salon Support confirmed that

she wants to be part of the hairdressing

industry long term.

“Hairdressing is definitely where I want to

be,” she says. “I knew it before, but doing

Salon Support has locked it in for me. It’s

such as inspiring and creative industry

that’s always growing.”

As someone who was completely new to

hairdressing when she started at Gavichis

last year, Mikaela says she has enjoyed the

continual learning in Salon Support.

“I’m learning every single day… just when you

think you’ve learned everything, something

else comes up. I’ve been training with such

amazing stylists who have really inspired me,

and I’ve loved everything so far.”

The job market can be uncertain, so Mikaela

found it really reassuring to commit to Salon

Support and start training and achieving

straight away. She enjoys being able to work

towards something, and this helps her to feel

like part of the Gavichis team.

“I would recommend Salon Support to

anyone who’s thinking about getting

into hairdressing. It’s a great qualification

to have. If you carry on and do an

apprenticeship, you have experience that

many other people don’t have when they

start their apprenticeship.”

Mikaela’s employer Gae Keng would

“absolutely recommend” Salon Support

as well.

Gae has learnt that people like to feel

that they’re achieving something, not just

coming to work. Salon Support provides

that achievement at a grass roots level.

“It’s a great way to introduce people to

the industry and give them a sense of

achievement and belonging,” she says.

Signing a new employee into Salon Support

has many benefits for employers. For Gae,

it’s a secure way of letting people have a go

at hairdressing.

In the past, she has had people start

an apprenticeship in her salon who

then end up realising that hairdressing

isn’t for them. She sees Salon Support

as a fantastic starting point for a new

potential apprentice. This way they are

able to start training straight away and

find out if hairdressing is the right career

path for them before committing to an

apprenticeship.

“For me, starting Mikaela in Salon Support

was about a long term vision for the future,”

she says.

DEVELOP YOUR TEAM AND BECOME MORE PRODUCTIVE

WITH SALON SUPPORT

If you want to train someone in your

salon to be a talented salon support staff

member (who could go on to become

your next apprentice) give us a call on

(04) 499 1180 or get in touch with your

HITO Sales and Liaison Manager.

MIKAELA WRIGHT

Great salon support staff are skilled...

...because all my salon needs right now is a dedicated and exceptional support person...

• Professional reception duties• Stocktaking and salon maintenance• Applying global colours for senior stylists• Finishing off work including blow drying• Up-selling treatments.

These are just some of the skills that a qualified Salon Support person can bring to your salon.

By freeing up valuable time and letting you and your team focus on being productive and profitable, a qualified salon support person will help keep your rebooking rates up.

This 1 year programme of study will bring your new or existing salon support employee up to speed and get them on the path to being qualified for only $150 (employee fee) and $435* (employer fee).

If you are an employer or an employee keen to set a higher standard in your salon and want to know more, call your regional HITO office.

North of North Island (09) 579 4844South of North Island (04) 499 5150South Island (03) 338 5376

Real skills Real Career Real Support

NATIONAL CERTIFICATE in

e: enquiries@hito.org.nzw: hito.org.nz fb: hito.news

* If the employer is a financial member of the Regional Association of Registered Hairdressers, the employer fee is only $217All costs are as of 1 January 2013 and liable to change.

Call HITO now to get started - it’s quick and simple