APPRENTICESHIP

REBOOT
page 1
HITO MAGAZINE

INDUSTRY
AWARDS 2013
page 6

BEAUTY TROQ
page 9

WORLDSKILLS
page 14

ISSUE 10 /FORMA
APRIL
2013| ISSUE
/ $6.99
MAGAZINE
10 | 1

IMPORTANT UPDATE
MINIMUM WAGE AND TRAINING WAGE INCREASE
From 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.

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

REBOOT

APPRENTICESHIP

GROW YOUR BUSINESS,

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.
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 its great to see the Government
recognise the value that apprenticeships
bring to New Zealand infrastructure and
services. Its 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 INCENTIVE
To 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, thats
hairdressing apprentices starting entering
year 1 or year 2.
With the Governments 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 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.

HITOS 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 INDUSTRY

The 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!
HITOs 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.

FORMA MAGAZINE | ISSUE 10 | 3

THE FINANCIAL BENEFITS

OF APPRENTICESHIPS
Here at HITO we know there are many financial benefits to apprenticeship training, but we dont
expect you to just take our word for it.

e 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 salons 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 salons 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.

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

LYNNETTE KARAM-WHALLEY

FINANCIAL BENEFITS AT
TEAM SEVEN

77% 76% 80%

of employers believe
apprenticeships make
them more competitive

say that apprenticeships

provide higher overall
productivity

feel that
apprenticeships reduce
staff turnover

Lynnette 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.

FORMA MAGAZINE | ISSUE 10 | 5

MARK YOUR CALENDAR THE INDUSTRY AWARDS ARE BACK FOR 2013!
Held by HITO and Kitomba/NZARH, the Industry Awards are a prestigious event that recognises
excellence in training in the hairdressing and barbering industries.

his year the awards are being held at the Auckland War
Memorial Museum on Sunday 20 October 2013. This is
an event you dont 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.

RECAP ON THE 2012 AWARDS

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:

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

Kirsty Nicholls

Regional Apprentice of the Year 2012

2012 APPRENTICE OF THE YEAR RUNNER UP
KIRSTY NICHOLLS, HITO CEO
ERICA CUMMING, AND APPRENTICE OF
THE YEAR WINNER MARIANNA BROWN.

Auckland 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

JASMINE MCBETH MEMORIAL
SCHOLARSHIP RECIPIENT KALEB
PRITCHARD WITH MANA DAVE

WINNER:

Robyn Collins Indetech

THIS YEAR IT COULD BE YOU!

PASSION FOR HAIR

AUCKLAND 20 OCTOBER 2013

NEW ZEALAND ASSOCIATION

OF REGISTERED HAIRDRESSERS Inc.

DISCOUNT ON
EMPLOYER FEES IN 2013
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.

his 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).

that you purchase or renew your association

membership before April 2013.

WHEN WILL I BE INVOICED FOR

THE EMPLOYER FEE?

HITO accepts payment by credit card,

internet banking or cheque. All of the
payment options will be on your invoice.

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

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.

If you employ an apprentice after

1 May 2013, you only pay for the months
remaining of the year.

Take part in the review of

BEAUTY QUALIFICATIONS

A Targeted Review of Qualifications (TRoQ) was started in the hairdressing industry last year.
Now its beautys turn.

he 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 someones 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, its 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.
Its 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.

ITS 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

LYNDSAY LOVERIDGE

FILLING YOUR SALON

SKILLS GAPS

LYNDSAY
LOVERIDGE
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 CLIENTS
PERSPECTIVE
It was said in Grandmas day that a
womans 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.

10

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 clients 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 isnt 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.

It is an absolute fact that word of mouth builds a client

base quicker than any other form of advertising.

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.

SO YOURE 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-inprogress, and you actively train as a matter
of course or you dont believe in the need
or value of training. For you, hairdressing
will probably be just a job.
Its 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

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

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.

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

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.

Also check out the huge library of YouTube

hairdressing tutorials

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.

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.

A helpful list of some hairdressing sites

worth a visit:

www.hji.co.uk
www.facebook.com/behindthechair
Each hairdressing company has a website
and Facebook page worth exploring

The list goes on and on so keep searching!

Challenge yourself to research the

endless possibilities to learn and become
excited about your future!

FORMA MAGAZINE | ISSUE 9 | 11

from the salon

to the film set
12

You might have to work for 10 years doing background

before you get your break.

Warren Dion Smith shares what its like to work in hairdressing

in both the film industry and the salon.

hey say variety is the spice of life,

and qualified hairdresser and makeup artist Warren sure knows how to
spice things up. From a day in the salon to
a blockbuster movie set, theres 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 Id be starting at 3am and
working for 15 or 16 hours at a time,
he explains.
Theres 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.
Its his 9th year working with getfunkd.
Its great to come back home, he says.
Warren finds work in the salon a lot more
personal than working on a movie set.
Theres more time to build a relationship
with clients, and the service youre 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.
Its a great talking point, especially for new
clients, he says.

WARREN DION SMITH

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.

WARREN IN ACTION

FORMA MAGAZINE | ISSUE 10 | 13

WORLDSKILLS
WorldSkills is an exciting competition where you can
sharpen your hairdressing skills and showcase
your talent both nationally and overseas.

14

WORLDSKILLS REGIONALS IN 2013

pen 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 Technologys 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!

FORMA MAGAZINE | ISSUE 9 | 15

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

ait, 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 years 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 isnt 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.

CAIT WITH LAURA SIMPSON

Were spreading the ideas out over

time and trying to do something for
everyone. If you dont 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

16

It has to be
something close to
our hearts; something we
believe in
CAIT WOODCOCK

BEAUTY THERAPY LENDING

HAIRDRESSING A HAND
The New Zealand Institute of Electrolysis & Beauty Therapy recently fundraised a whopping $2200
towards getting NZ WorldSkills Champion Cait Woodcock to Germany.
aside as client days where students run
a beauty therapy clinic on the schools
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.
STUDENTS FROM THE INSTITUTE OF
ELECTROLYSIS AND BEAUTY THERAPY

ait, 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.

With the beauty industry having come

under HITOs 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.

We thought, heres a young local girl who is

focused and who knows where she wants
to be. She didnt breeze into this opportunity,
but she has put in a lot of hard work to get
here. Shes a New Zealand champion and
she deserves our support.

Fundraising is not something the school has

the capacity to do often, so its reserved for
causes that they think are really worth it.

Although Annabelle and the team had not

met Cait before, they decided to fundraise
for her by dedicating some of the schools
client days to the cause.

Caits cause struck a chord not only with the

schools staff but also with students.

Client days are a key part of their students

training at The Institute of Electrolysis &
Beauty Therapy. Two days a week are set

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.
Its amazing to know that someone out
there believes in me and what Im doing.
Its awesome to see beauty and hairdressing
coming together and supporting each other.

It has to be something close to our hearts;

something we believe in, Annabelle explains.

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

CAIT WITH 2010 INTERNATIONAL COMPETITOR

LAURA SIMPSON, PIVOT POINT'S ULRICA HANSSON,
AND WORLDSKILLS EXPERT NIQ JAMES

FORMA MAGAZINE | ISSUE 9 | 17

SUCCESSFUL
TRAINING

We at Blue Cactus aim to set the standard in service,

style and training that other salons can aspire to."

At Wellingtons Blue Cactus

Hairdressing, training is a way
of life.

inners 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 salons 20th birthday
late last year, founder Larissa Macleman
recently passed the reins of the salon on
to new owners John and Carol Carrasco.

18

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

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 salons training so successful.
We believe that attention to details count,
says Kerri.
Right from the beginning of a new team
members 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

start at the salon. This determines their

different learning preferences and how
they best work and learn.
A picture of each trainees 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 clients 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 its 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.
Theres 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 youre working somewhere and you get
to the top of where you can go in the first
year, thats when youll start looking outside
for more opportunities. But why would you
want to leave if theres 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.
Its not something we commit to lightly.
For apprentices in the Scholarship
Programme, Blue Cactus pays for 50%
of the apprentices 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 doesnt 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 LOreal 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. Its
about mentoring the apprentice and
helping them keep on top of things.
Monitor the apprentices progress with
Off Job Training assessments. Dont 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.

FORMA MAGAZINE | ISSUE 9 | 19

HOLLY CARTMELL

WHATS EXPECTED OF YOU AS AN EMPLOYEE & AN EMPLOYER?

E TAKE A LOOK AT THE

EXPECTATIONS THAT
BOTH EMPLOYEES AND
EMPLOYERS HOLD AND WHY THEY
ARE IMPORTANT.

MARIANNA BROWN

HIGH EXPECTATIONS
MAKE FOR A
SUCCESSFUL BUSINESS

olly 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 clients 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 wellrounded experience for their clients.
You cant 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%

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.

Follow-up is an important part of the

learning process, so at So You every team
member is given a copy of the salons
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.

Its a fun day, but a hard day, she says.

Theres a lot of information to take in. I lay
it all out on the table.

When it comes to enforcing your

expectations, Holly advises salon owners
not to be afraid of speaking up.

One important part of a new team members

induction is spent going through So Yous
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.

Dont be afraid to put it out on the line,

people appreciate it, she says.

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 salons 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.

In her experience, Holly has found that

explaining her expectations right from the
start is the best approach.

Its a firm but fair system, she says. If I

have laid out my expectations early then
everyone knows what they should and
shouldnt be doing. They can be corrected
straight away and get into good habits.

Even before she makes the decision to

hire a new team member, she has
expectations she wants to see met through
the recruitment process.

Holly encourages other salon owners to be

as open with their team about what they
expect of them. When expectations arent
clear, this can cause tension in the team.

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 makeup and a great, tasteful outfit, says Holly.

If your team dont know your expectations,

then they cant be held accountable. But
once you have told them what is expected,
they are accountable to uphold these rules,
and you dont need to be afraid to pull them
up when they dont.

She also expects people on her team to

have a real drive and passion for their career
in hairdressing.

Generally, Holly finds people love the

structure and discipline of her rules and
requirements, and theyre really happy to
follow through.

When Im first speaking with someone

in an interview, Im 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?

If you set your expectations really high,

your team will reach for them, she says.
If they dont, you need to question if they
are the right person for your team.
Remember though, just telling someone
once may not be enough!

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 its easy
to talk to them about up-keeping it.
The specific policies you have dont 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 dont 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

hen 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.

FORMA MAGAZINE | ISSUE 10 | 21

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.

as they walk in the door. Remember, first

impressions last and they set the tone for
the rest of the clients visit.

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.*

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?

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
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 apprentices
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.

great team needs team members

who know whats expected of
them and who go above and
beyond to exceed those expectations.

Weve 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 clients 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

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 its important to be given opportunities,
and encouraged to move forward and
challenge yourself.
Its also really important for apprentices to
have someone in the workplace that they
can look up to, Marianna says.

22

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 Im 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

BE ATTENTIVE AND CALL CLIENTS

BY THEIR NAME FROM THE START

LISTEN TO REQUESTS
AND COMPLAINTS
When youre interacting with someone,
theres 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 clients
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 clients 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 ones a no brainer but its easy to fall
into this habit. Its 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

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.
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 thats 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
Its 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
its 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.

BE AWARE OF YOUR EMPLOYERS

LEGAL DUTIES

DEVELOP A POSITIVE ATTITUDE

TO TRAINING

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.

Training is a lifelong journey; you will never

make it, there is always more to learn!

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. Its important to
have good communication skills when
dealing with your clients to make sure
you give them the best service possible.
If youre 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.

DO NOT TAKE YOUR REGULAR

CLIENTS FOR GRANTED

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

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 dont want to be your regular
customers anymore.

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.

When you have a positive attitude about

training its 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
MANUFACTURERS INSTRUCTIONS
Following manufacturers instructions can
mean the difference between a beautiful
colour job and serious injury to the client.
Dont 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, its important
to always wear appropriate clothing that is
clean and tidy. Some workplaces may have

FORMA MAGAZINE | ISSUE 10 | 23

Your main goal is to provide an

excellent service for your clients
so they will want to return and bring
their friends with them.

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 dont, your workplace and your job
wont 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

t 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 youre lucky,

24

you can even encourage the client to

become a passionate advocate for you
and your business.

side and that you appreciate and empathise

with the situation.

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.

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?"

Businesses nowadays need to positively

delight clients if they want to earn their
loyalty.

Whether or not the client knows what a

good solution would be, its best to propose
one or more solutions to alleviate their pain.
Become a partner with the customer in
solving the problem.

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. Its 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 youre on their

APOLOGISE WITHOUT BLAMING

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 clients frustration.
But, if solving the problem quickly is outside
your ability or authority, then get someone
with authority to get involved immediately.
Clients dont like to explain whats 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.

stylist
colourist
business owner
technician
manager
trainer
educator
tutor
specialist

Starting a hairdressing career?

Make a smart choice and become a Modern Apprentice
save thousands $ on fees and courses
get a national qualification
start earning money now
be part of a salon family
Watch Mary-Ellen Orchard talk about her
journey on the HITO Youtube Channel

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

Real skills Real Career Real Support

r to be
it cheape
making

t
a studen

3
Code: 6517

making it cheaper to be a student

DO YOU WANT TO SAVE MONEY?
If youre anything like us then thatll be a resounding YES.
We have teamed up with StudentCard, NZs 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. Its as easy and as free as that!

SEE YOUR
WORK IN
PRINT
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.

Get International

Recognition for your

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

f 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 years commercial experience either immediately prior to or
after qualifying,
Continued professional development.
Its 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.

For more information, please contact HITO on (04) 499 1180 or email us at
enquiries@hito.org.nz

28

FORMA MAGAZINE | ISSUE 10 | 29

HITOS LORETTA
RECEIVES HER
NATIONAL NAILS
CERTIFICATE
Loretta Thompson, HITOs Auckland Sales and Liaison Manager,
was proud to receive her National Certificate in Nail Technology.

LORETTA THOMPSON

fter 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.

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.

The national qualification is well worth doing

its worth its weight in gold, she says.

Getting qualified sets the standard in

the industry.

It shows you have been through the

benchmarks and youre competent in
everything. Its about being able to give an
all-round service for the client.

If you are already working in the nail industry

and you want to get qualified, or youre just
looking at adding a new skill set to your
repertoire, Nail Technology is for you.

30

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.
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.

The national qualification is well worth doing its

worth its weight in gold.

National Certificate in Beauty Services

nail technology
Make nails your profession
Do you want to...

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.

HAIRDRESSING
AND BARBERING
WORKING SIDE
BY SIDE
CAN HAVING A BARBER IN YOUR
SALON MAKE AN IMPACT?

Lisa finds that her male clientele tend to

return again and again after their first visit.

ogue 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 hasnt looked back!

Male clients are very loyal, and theyre also

very regular. They usually come in every
three weeks to keep a clean look.

Ive 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.
Ive 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. Its
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.

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 isnt the only financial
benefit.
Because barbering is skill based, it doesnt
have high overheads, Lisa explains. You
dont have to order a lot of stock for this.
With barbering being cheaper to maintain,
its a great option if you want to introduce
something new to your salon that wont be
expensive to maintain.
Its 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.

QUALIFIED BARBER MERRAN KOPUA

WORKING IN THE SALON

32

This works really well. Men dont 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.

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.

Great apprentices come from...

Salons can grow their own apprentices and improve

productivity 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.

NZARH UPDATE

LYNETTE KARAM-WHALLEY

he 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

HAIR EXTENSIONS
By Lesley Scher
NZARH Insurance Broker

here 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 AsiaPacific region and new reinsurance

34

A WORD
FROM OUR
CHAIR
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

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.

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

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.
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

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

DO. HAIRSTYLING HOPE WALL

DO. HAIRSTYLING NEW SALON

SALON INTERIOR

OWNER MIHI TIANANGA (CENTRE) WITH

TEAM MEMBERS KATE AND MARIANNA
MARIANNA BROWN, HITO
APPRENTICE OF THE YEAR 2012

SALON INTERIOR

REBIRTH OF DO. HAIRSTYLING

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

ome 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

36

that things are changing in a positive way.

Ive 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 salons 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 didnt 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.

FIRST NAIL
TECHNOLOGY
WORKSHOP
TAKES OFF
IN DUNEDIN
In February, seven Nail Technology trainees from around the Southern South Island came together
in Dunedin for the first ever HITO/CND workshop.

art of HITOs 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 shes also a member of Team CND: an
elite group of educators 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.
Im 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 HITOs Forma
Magazine and thought it sounded like
just what she was looking for to further
her training.
I thrive on learningLearning 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.
Shes thoroughly enjoying picking the
skills back up and working towards her
National Qualification.
Qualifications in the nail industry are so
important. Theres 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, theyre damaged for life every
nail service should be based on the best
nail care for the client.

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, HITOs 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 youre interested in adding a new skillset to
your repertoire, or youre already working in
the nail industry but you want to get qualified,
dont 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.

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.

FORMA MAGAZINE | ISSUE 9 | 37

DAVID PATTEN: LLB: BA; MBS; FAMINZ

t 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.

FROM YOUR
LEGAL ADVISOR
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

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

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
(KPIs) form part of the PD, which provide
the basis for measuring the performance
of the staff member.

38

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

Unlike serious misconduct, with

performance management a staff
member is entitled to the opportunity
to improve a chance to meet the
employers 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)

FINANCIAL ASSISTANCE
CAN MAKE COMPLETING
YOUR APPRENTICESHIP

easier
Y

ou dont have to be receiving a

benefit to qualify for some of Work
and Incomes 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 Incomes 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.


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

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.
6 Month Programme
Online learning
$750 to sign-up

1. Increase & extend your cutting skills

2. Take your work to the next level
3. Gain platform presentation experience
4. Create portfolio experience
5. Fantastic for those who compete
6. Profile you and your salon
7. Get recognised for advanced skills
8. Clients will love it

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

Ask them what they want to get

out of their experience.

employers

GET THE MOST OUT OF GATEWAY

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.

ou 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 theyre on a placement, even to
the extent of deciding on a different career
because of their negative work experience.

If they are working for you outside of their

Gateway/work experience requirements
then pay them for their work.

With so many career options available

today, its important for them to be given a
positive of what its 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.

Never assume they know what to do at

any level its possible that they are starting
with little or no significant life experience.

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.

40

Things to avoid:

Dont 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.
Dont treat them as cheap/free labour
they are there to learn and work, not just to
clean up.
Dont 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.
Dont say that you are too busy to help
them. If the time isnt right then suggest
a time that is more suitable and stick to it.
Dont 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.

CHANGES TO THE

HITO BOARD

The Board Appointments Panel has recently re-appointed

Jaye Clark on to the HITO Board.

aye 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.

JAYE CLARK

At HITOs 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.

BELINDA ROBB

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

KYLIE DALLEY

I know from
experience
that it is a great way
to train & learn.

ew 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. Shes looking
forward to helping people continue their
training even after they have gained their
National Certificate.


You can get in touch with Kylie on

kylie@hito.org.nz or 027 483 2405.

Like Kylies Facebook page (facebook.

com/HITOnorthernsouth) for news and

updates from the Northern South region.

FORMA MAGAZINE | ISSUE 9 | 41

YOU KNOW OUR

HITO REGIONAL MANAGERS,
BUT WHAT DO THEY DO?
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, its 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 were
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 Zealands
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
Were 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

42

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.

MONITORING THE TRAINEES

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

ORGANISING OFF JOB TRAINING

Support with training plans

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 its 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.

Support with your trainee in relation to

their training

WHAT THEIR ROLE ISNT

HITO Sales and Liaison Managers arent
there to assist with employment issues.
They arent there to help with the
recruitment of new staff, although they
will suggest placements for people if they
happen to know about them.
They arent 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:

KARENZA HARRIS

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 wed 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

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

LORETTA THOMPSON

A: PO Box 11921, Ellerslie, Auckland

P: (09) 579 4844
M: (027) 470 0169
E: karenza@hito.org.nz
AUCKLAND REGION
LORETTA THOMPSON

www.myjobspace.co.nz

A: PO Box 11921, Ellerslie, Auckland

P: (09) 579 4844
M: (027) 443 2401
E: loretta@hito.org.nz

FOR ADDITIONAL SUPPORT

AND ADVICE

MIDLAND REGION
LYNETTE CHAPMAN

Contact the Citizens Advice Bureau

www.cab.org.nz

A: PO Box 11921, Ellerslie, Auckland

P: (09) 579 4844
M: (027) 480 6550
E: lynette@hito.org.nz

www.trademe.co.nz
www.seek.co.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 youre 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

MID-CENTRAL REGION
FIONA NELSON

LYNETTE CHAPMAN

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

TRACY QUINN

NORTHERN-SOUTH REGION
KYLIE DALLEY

For technical questions regarding your

Off Job Training assessments, contact
your Off Job Training tutor or someone
else at the training establishment
you attend.

A: PO Box 1575, Christchurch

P: 03 338 5376
M: (027) 483 2405
E: kylie@hito.org.nz

WHO IS MY SALES AND

LIAISON MANAGER?

SOUTHERN SOUTH REGION

FIONA TOWNSEND

KYLIE DALLEY

A: PO Box 1575, Christchurch

P: 03 338 5376
M: (027) 470 0171
E: fiona@hito.org.nz
If youre 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:

FIONA TOWNSEND

Upper North Island Office: (09) 579 4844

Lower North Island Office: (04) 499 5150
South Island Office:

(03) 338 5376

43

DEVELOP YOUR TEAM AND

BECOME MORE PRODUCTIVE
WITH SALON SUPPORT
Does your business need a dedicated and exceptional support person?

upport 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.
HITOs 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

Mikaelas employer Gae Keng would

absolutely recommend Salon Support
as well.

And more!
These skills are transferable too, so they can
be utilised in salons, spas, barbershops and
any retail business.

Its a great way to introduce people to

the industry and give them a sense of
achievement and belonging, she says.

For aspiring hairdressers, Salon Support is

also a great way to find out if hairdressing
is the right career for them.

Signing a new employee into Salon Support

has many benefits for employers. For Gae,
its a secure way of letting people have a go
at hairdressing.

Reception skills

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. Its
such as inspiring and creative industry
thats 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.
Im learning every single day just when you
think youve learned everything, something
else comes up. Ive been training with such
amazing stylists who have really inspired me,
and Ive 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

44

I would recommend Salon Support to

anyone whos thinking about getting
into hairdressing. Its a great qualification
to have. If you carry on and do an
apprenticeship, you have experience that
many other people dont have when they
start their apprenticeship.

Gae has learnt that people like to feel

that theyre achieving something, not just
coming to work. Salon Support provides
that achievement at a grass roots level.

Product sales

MIKAELA WRIGHT

straight away. She enjoys being able to work

towards something, and this helps her to feel
like part of the Gavichis team.

In the past, she has had people start

an apprenticeship in her salon who
then end up realising that hairdressing
isnt 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.

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.

...because all my salon needs

right now is a dedicated and
exceptional support person...

Great salon support staff are skilled...

NATIONAL CERTIFICATE in

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.

Call HITO now to get started - its quick and simple

North of North Island (09) 579 4844
South of North Island (04) 499 5150
South Island
(03) 338 5376
e: enquiries@hito.org.nz
w: 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 $217
All costs are as of 1 January 2013 and liable to change.

Real skills Real Career Real Support