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Connect Aveda: Skin/Body Care & Aroma Educator Guide

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  • Connect Aveda: Skin/Body Care & Aroma

    Educator Guide

  • Connect Aveda: Skin/Body Care & Aroma

    Acknowledgements

    Development of this program …

    Trademarks & Copyright Acknowledgements

    PowerPoint® is a registered trademark of Microsoft Corporation.

    LeaderGuide Pro™ is a trademark of Great Circle Learning, Inc.

    Intellectual property of Aveda Corporation.

    This educator guide was created with:

    a product of Great Circle Learning, Inc. www.leaderguidepro.com

    http://www.leaderguidepro.com/�

  • Educator Guide Table of Contents

    © 2012 Page i Rev. Date 4/26/2012

    Table of Contents

    INTRODUCTORY MATERIAL

    Getting Started ii

    About This Guide ii

    The Program In Perspective vi

    Program Preparation vii

    Training At A Glance viii

    MODULES

    Skin/Body Care & Aroma 1

    Welcome and Introduction 2

    Skin Care Product Knowledge and Service Tools 12

    Discover Needs (Skin Care) 27

    Provide Solutions (Skin Care) 32

    Body Care Product Knowledge and Service Tools 39

    Discover Needs (Body Care) 47

    Provide Solutions (Body Care) 49

    Aroma 53

    Take Action 61

  • Getting Started Educator Guide

    Page ii Connect Aveda: Skin/Body Care & Aroma

    Getting Started

    About This Guide

    What’s the purpose of this guide?

    This educator guide provides a master reference document to help you prepare for and deliver the Connect Aveda: Skin/Body Care & Aroma program.

    What will I find in the guide?

    This educator guide is a comprehensive package that contains

    the workshop delivery sequence

    checklists of necessary materials and equipment

    presentation scripts and key points to cover, and

    instructions for managing exercises, case studies, and other instructional activities.

  • Educator Guide Getting Started

    © 2012 Page iii Rev. Date 4/26/2012

    About This Guide

    How is this guide organized?

    This section, “Getting Started,” contains all of the preparation information for the Connect Aveda: Skin/Body Care & Aroma program, such as learning objectives, pre-work, required materials, and room set-up.

    Following this section is the “Training At A Glance” table. This table can serve as your overview reference, showing the module names, timings, and process descriptions for the entire program.

    Finally, the program itself is divided into modules, each of which is comprised of one or more lessons. A module is a self-contained portion of the program, usually lasting anywhere from 20 to 90 minutes, while a lesson is a shorter (typically 5-20 minute) topic area. Each module begins with a one-page summary showing the Purpose, Time, Process, and Materials for the module. Use these summary pages to get an overview of the module that follows.

  • Getting Started Educator Guide

    Page iv Connect Aveda: Skin/Body Care & Aroma

    About This Guide, continued

    How is the text laid out in this guide?

    Every action in the program is described in this guide by a text block like this one, with a margin icon, a title line, and the actual text. The icons are designed to help catch your eye and draw quick attention to “what to do and how to do it.” For example, the icon to the left indicates that you, the instructor, say something next. The title line gives a brief description of what to do, and is followed by the actual script, instruction set, key points, etc. that are needed to complete the action.

    A complete list of the margin icons used in this guide is provided on the following page.

    IMPORTANT NOTE

    You may also occasionally find important notes such as this one in the text of this guide. These shaded boxes provide particularly important information in an attention-getting format.

  • Educator Guide Getting Started

    © 2012 Page v Rev. Date 4/26/2012

    About This Guide, continued

    Graphic Cues

    Module Blocks

    Goal Time Overview Materials Break

    Lesson Blocks

    Quiz Flipchart Activity Handouts Important Note Key Points Slide

    Ask Say Time Q&A Transition Video Workbook

    4MAT Wheel Connect Attend Image Inform Practice Extend

    Refine Perform

  • Getting Started Educator Guide

    Page vi Connect Aveda: Skin/Body Care & Aroma

    The Program In Perspective

    Why a Connect Aveda: Skin/Body Care & Aroma program?

    The Connect Aveda: Skin/Body Care & Aroma program is designed to teach the learner how to use the tools and service behaviors associated with discovering and providing solutions for guests’ skin/body care and aroma needs.

    Learning Objectives

    After completing this module of the Connect Aveda training program, the learner will be able to:

    Educate guests on the skin care, body care and pure-fume™ domains and their associated products

    Use the appropriate tools and service behaviors to discover guests’ skin/body care and aroma needs

    Use the appropriate tools and service behaviors to provide appropriate solutions for guests’ skin/body care and aroma needs

    Effectively perform the Balancing Skin Care Ritual and the complete Skin Care Experience

    Program Timing

    3 hours

    Number of Participants

    1

  • Educator Guide Getting Started

    © 2012 Page vii Rev. Date 4/26/2012

    Program Preparation

    Participant Pre-Work

    The learner must complete the following prerequisites:

    Connect Aveda: Hair Styling

    Required Materials

    Connect Aveda: Skin/Body Care & Aroma Educator Guide

    Connect Aveda Participant Workbook

    Skin Care Positioning Chart

    Body Care Positioning Chart

    Pure-Fume™ Positioning Chart

    Sample Skin Care Shelftalker and End Benefit Card

    Sample Body Care Shelftalker and End Benefit Card

    Sample Aroma Shelftalker and End Benefit Card

    Product Resource Guide

    Elemental NatureSM Questionnaire

    Balancing Skin Care Ritual Protocol (and all materials listed under “Tools”)

    Room Set-Up

    None

    Instructor Preparation

    Read through this educator guide, and make sure you are comfortable with all the information and activities.

  • Training At A Glance Educator Guide

    Page viii Connect Aveda: Skin/Body Care & Aroma

    Training At A Glance

    Time Module Description

    Skin/Body Care & Aroma

  • Educator Guide Skin/Body Care & Aroma

    © 2012 Page 1 Rev. Date 4/26/2012

    Skin/Body Care & Aroma

    Goal

    The purpose and goal of this module is to teach the learner how to use the tools and service behaviors associated with discovering and providing solutions for guests’ skin/body care and aroma needs.

    Time

    3 hours

    Overview

    Welcome the learner to the training; review the learning objectives; perform the finding balance activity; review skin/body care and aroma product knowledge and service tools; demonstrate the service behaviors associated with performing skin/body care consultations and giving product system recommendations and give the learner the opportunity to practice; demonstrate how to perform the Balancing Skin Care Ritual and the complete Skin Care Experience and give the learner the opportunity to practice; help the learner complete the scavenger hunt, knowledge check, skills assessment and action plan.

    Materials Needed

    See the Required Materials list at the beginning of this guide.

  • Skin/Body Care & Aroma Educator Guide

    Page 2 Connect Aveda: Skin/Body Care & Aroma

    Welcome and Introduction

    KEY POINTS

    The purpose of this lesson is to help the learner connect with the need for balance in their lives and to tie the idea of balance to the balancing effects of Aveda Skin Care.

    Slide 1

    SAY

    Welcome to the Connect Aveda: Skin/Body Care & Aroma training module. For the next three hours, you’re going to learn how to use different tools and perform service behaviors to discover and provide solutions for guests’ skin and body care needs.

    Slide 2

  • Educator Guide Skin/Body Care & Aroma

    © 2012 Page 3 Rev. Date 4/26/2012

    Welcome and Introduction

    Page 85

    Direct learners to the Connect Aveda Participant Workbook.

    Learning Objectives

    SAY

    Our learning objectives for today are:

    Educate guests on the skin care, body care and pure-fume™ domains and their associated products

    Use the appropriate tools and service behaviors to discover guests’ skin/body care and aroma needs

    Use the appropriate tools and service behaviors to provide appropriate solutions for guests’ skin/body care and aroma needs

    Effectively perform the Balancing Skin Care Ritual and the complete Skin Care Experience

    Page 85

    Direct learners to the Connect Aveda Participant Workbook.

    Finding Balance

    ACTIVITY: FINDING BALANCE

    Ask the learner to think about where they strive for balance in their life and to record their response in their workbook.

    Ask the learner to think about what they feel physically, mentally and emotionally when they are unbalanced and to record their response in their workbook.

    Ask the learner to think about what they feel physically, mentally and emotionally when they are balanced and to record their response in their workbook.

  • Skin/Body Care & Aroma Educator Guide

    Page 4 Connect Aveda: Skin/Body Care & Aroma

    Welcome and Introduction

    Debrief the activity by asking the learner to share their responses.

    Emphasize the following points with the learner:

    – Balance is an important part of life. We often hear the term “work-life balance.”

    – Aveda’s skin care philosophy is based on restoring the skin’s natural balance.

    – Aveda has a skin care system to meet every guest’s needs, from basic to specialized.

    Slide 3

    Page 86

    Direct learners to the Connect Aveda Participant Workbook.

    Elemental NatureSM

    ASK

    Can you please read the Elemental NatureSM description aloud?

    (Listen as the learner reads the Elemental NatureSM description:

    Ayurveda, a 5,000 year-old Indian healing tradition, tells us

  • Educator Guide Skin/Body Care & Aroma

    © 2012 Page 5 Rev. Date 4/26/2012

    Welcome and Introduction

    that the spirit of natural elements (infinity, air, fire, water and earth) are to be found in all living things, including you. When these elements are balanced, your skin looks healthy, vital and radiant. When skin concerns surface, it could be a signal that an element needs to be balanced.)

    SAY

    Thank you. Aveda’s philosophy begins with Elemental NatureSM—a unique way of understanding guests’ needs that is grounded in the science of Ayurveda. Ayur means “life,” and veda means “knowledge.” The five elements correspond to different skin types and conditions, and they help us determine which Aveda Skin Care system to recommend guests.

    Let’s take a closer look at each element.

    Slide 4

  • Skin/Body Care & Aroma Educator Guide

    Page 6 Connect Aveda: Skin/Body Care & Aroma

    Welcome and Introduction

    Page 86

    Direct learners to the Connect Aveda Participant Workbook.

    Review Infinity/Air with the learner. Encourage them to take notes in their workbook:

    Infinity is the open expanse of the universe. Air represents movement. Together, Infinity and Air control activity and vitality. Nourishment is a key word in balancing Infinity/Air-nature skin. Skin is depleted of nutrients, moisture and natural sebaceous oils.

    Skin type: Normal to dry

    Characteristics may include:

    – Dryness

    – Dehydration

    – Flakiness

    – Fine lines

    – Wrinkles

    – Lack of firmness

    – Dullness

    Aveda Skin Care systems:

    – Botanical Kinetics™

    – Green Science™

  • Educator Guide Skin/Body Care & Aroma

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    Welcome and Introduction

    Slide 5

  • Skin/Body Care & Aroma Educator Guide

    Page 8 Connect Aveda: Skin/Body Care & Aroma

    Welcome and Introduction

    Page 86

    Direct learners to the Connect Aveda Participant Workbook.

    Review Fire with the learner. Encourage them to take notes in their workbook:

    Fire creates heat, which creates change or transformation. Fire is responsible for chemical, physical and mental transformations in the body. To create balance for Fire-nature skin, Aveda focuses on soothing and cooling products. Because Fire also is responsible for discoloration on the skin, products are often focused on evening skin tone and texture.

    Skin type: Sensitive

    Characteristics may include:

    – Sensitivity

    – Redness

    – Reactivity

    – Hyperpigmentation/freckles

    – Discoloration

    – Pink undertones

    Aveda Skin Care systems:

    – All-Sensitive

    – Enbrightenment™

  • Educator Guide Skin/Body Care & Aroma

    © 2012 Page 9 Rev. Date 4/26/2012

    Welcome and Introduction

    Slide 6

  • Skin/Body Care & Aroma Educator Guide

    Page 10 Connect Aveda: Skin/Body Care & Aroma

    Welcome and Introduction

    Page 86

    Direct learners to the Connect Aveda Participant Workbook.

    Review Water/Earth with the learner. Encourage them to take notes in their workbook:

    Water is the lubricating and connecting energy, binding the body together. Earth is solid and stable, responsible for the structure and stability of the body. To balance Water/Earth-nature skin, products focus on deep cleansing and purifying.

    Skin type: Normal to oily

    Characteristics may include:

    – Oiliness

    – No or few wrinkles

    – Larger pores

    – Blackheads

    – Acne/blemishes

    – Combination skin

    Aveda Skin Care systems:

    – Botanical Kinetics™

    – Outer Peace™

    SAY

    Aveda also developed the Tourmaline Charged system, which balances all elements.

    You might be wondering how you’ll know which skin care system to recommend if each element has two systems to balance it. Later in the training, you’ll learn how to perform an effective skin care consultation, which will help you determine the appropriate skin care system to recommend the guest.

  • Educator Guide Skin/Body Care & Aroma

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  • Skin/Body Care & Aroma Educator Guide

    Page 12 Connect Aveda: Skin/Body Care & Aroma

    Skin Care Product Knowledge and Service Tools

    KEY POINTS

    The purpose of this lesson is to review the tools the learner can use to improve their skin care product and service knowledge.

    Slide 7

    Give the learner copies of the Skin Care Positioning Chart, Shelftalkers, End Benefit Cards, Product Resource Guide and Elemental NatureSM Questionnaire.

    SAY

    By now, these tools should be familiar to you. Each product has its own set of Shelftalkers, End Benefit Cards and Product Resource Guide information. Each product domain (hair care, hair styling, skin care, etc.) has its own positioning chart, which typically includes the product system, their individual products and benefits and any other relevant information.

    Direct the learner to the Skin Care Positioning Chart.

  • Educator Guide Skin/Body Care & Aroma

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    Skin Care Product Knowledge and Service Tools

    SAY

    We won’t spend much time reviewing the Skin Care Positioning Chart, but I’d like to highlight a few things.

    The Skin Care Positioning Chart is double-sided. One side lists Aveda’s basic skin care systems; the other side lists Aveda’s specialized skin care systems.

    You’ll also notice that the Skin Care Positioning chart lists each product by step. Each step serves a specific function. Let’s review these steps now.

    Page 87

    Direct learners to the Connect Aveda Participant Workbook.

    Review the skin care steps with the learner. Instruct them to record each step in their workbook:

    1. Cleanse

    – Performed in a.m. and p.m.

    – Removes dirt, oil and makeup

    2. Exfoliate/Tone (a.m. and p.m.)

    – Performed in a.m. and p.m.

    – Hydrates skin; remove dulls, dead skin cells; encourages younger, fresher skin cells

    Note: The Botanical Kinetics™ system has two separate exfoliate and tone steps. The tone step is performed in the morning, and the exfoliate step is performed in the evening.

    Note: Tourmaline Charged Radiant Skin Refiner is not used daily, but rather, weekly.

    3. Treat (a.m. and/or p.m.)

    – Performed in a.m. and/or p.m.

    – Targets specific needs (e.g., lifting skin, relieving

  • Skin/Body Care & Aroma Educator Guide

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    Skin Care Product Knowledge and Service Tools

    acne)

    Note: The Green Science™ system has two treatment products. The Lifting Serum is applied in the morning and evening, and the Line Minimizer is applied in the evening.

    4. Eyes

    – Performed in a.m. and p.m.

    – Sooths fine lines, minimizes puffiness and dark circles

    5. Moisturize

    – Performed in a.m. and p.m.

    – Hydrates skin

    6. Masque

    – Performed weekly

    – Corrects imbalances or maintains results

    SAY

    Now we’re going to review each the Aveda Skin Care systems and their associated results and assign each individual product to its appropriate step. Then you’re going to spend some time experiencing them on your own.

  • Educator Guide Skin/Body Care & Aroma

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    Skin Care Product Knowledge and Service Tools

    Slide 8

    SAY

    The Botanical Kinetics™ system addresses Infinity/Air imbalances. This particular system focuses on concentrated blends of pure plant and flower essences to bring balance to normal to dry skin types in a simple, three-step skin care ritual for morning and evening—plus a weekly treatment.

    The first step is to cleanse using Botanical Kinetics™ Purifying Creme Cleanser, which removes makeup and impurities from skin. You perform this step in the morning and evening.

    The second step is to tone using Botanical Kinetics™ Skin Firming/Toning Agent, which helps balance and hydrate skin. You perform this step in the morning.

    In the evening, you exfoliate instead of tone. Use Botanical Kinetics™ Exfoliant, which refines skin by removing dead surface skin cells and debris.

    The third step is to moisturize using Botanical Kinetics™ Hydrating Lotion, which hydrates skin. You perform this step in the morning and evening.

    You can also add an eye creme to the skin care regimen to moisturize the delicate tissue around the eyes. Green Science™ Firming Eye Creme moisturizes and smooths fine

  • Skin/Body Care & Aroma Educator Guide

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    Skin Care Product Knowledge and Service Tools

    lines. It also helps reduce the appearance of puffiness and under-eye circles. You perform this step in the morning and evening.

    Finally, you can also add a masque step once a week to give skin more targeted care. Intensive Hydrating Masque is best for Infinity/Air natures, as it hydrates dry, stressed or overexposed skin.

    Slide 9

    SAY

    The Botanical Kinetics™ also addresses Water/Earth imbalances. This particular system helps balance normal to oily skin types in a simple, three-step skin care ritual for morning and evening—plus a weekly treatment.

    The first step is to cleanse using Botanical Kinetics™ Purifying Creme Cleanser, which removes makeup and impurities from skin. You perform this step in the morning and evening.

    The second step is to tone using Botanical Kinetics™ Toning Mist, which helps balance and hydrate skin. You perform this step in the morning.

    In the evening, you exfoliate instead of tone. Use Botanical Kinetics™ Exfoliant, which refines skin by removing dead

  • Educator Guide Skin/Body Care & Aroma

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    Skin Care Product Knowledge and Service Tools

    surface skin cells and debris.

    The third step is to moisturize using Botanical Kinetics™ Hydrating Lotion, which hydrates skin. You perform this step in the morning and evening.

    You can also add Green Science™ Firming Eye Creme to the regimen to moisturize and smooth fine lines.

    You can add a masque step once a week to give skin more targeted care. Deep Cleansing Herbal Clay Masque is best for Water/Earth natures, as it absorbs excess oil and impurities, leaving skin clarified and conditioned.

    Slide 10

    SAY

    The All-Sensitive™ system is designed specifically for guests with sensitive skin. Because of the sensitive nature of this particular Fire-nature skin type, Aveda recommends using a simple system of aroma-neutral, dermatologist-tested products.

    The first step is to cleanse using All-Sensitive™ Cleanser, removes makeup and impurities from skin. You perform this step in the morning and evening.

    The second step is to moisturize using All-Sensitive™ Moisturizer, which helps sensitive skin retain moisture. You

  • Skin/Body Care & Aroma Educator Guide

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    perform this step in the morning and evening.

    You can also add All-Sensitive™ Body Formula to the skin care regimen as needed to help condition sensitive skin.

    Slide 11

    SAY

    The Tourmaline Charged system uses breakthrough gemstone technology that results in radiant skin. Science shows the transformative and legendary power of the mineral tourmaline—one of nature’s most energizing minerals. Recommend this system to guests with normal skin and those who want increased radiance.

    The first step is to cleanse using Tourmaline Charged Exfoliating Cleanser, which cleanses and helps increase cell turnover to reveal radiant skin. You perform this step in the morning and evening.

    The second step is to tone using Botanical Kinetics™ Skin Firming/Toning Agent, which helps balance and hydrate skin. You perform this step in the morning.

    The third step is to treat the skin using Tourmaline Charged Radiance Fluid, which smooths away dullness to reveal fresher, more radiant skin. You perform this step in the morning and evening.

  • Educator Guide Skin/Body Care & Aroma

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    Skin Care Product Knowledge and Service Tools

    The fourth step is to moisturize using Tourmaline Charged Hydrating Creme, which hydrates and adds radiance to normal to dry skin types. You perform this step in the morning and evening.

    You can also add an eye creme to the skin care regimen to moisturize the delicate tissue around the eyes. Green Science™ Firming Eye Creme moisturizes and smooths fine lines. It also helps reduce the appearance of puffiness and under-eye circles. You perform this step in the morning and evening.

    Finally, there are two additional weekly care steps with the Tourmaline Charged system. Tourmaline Charged Radiant Skin Refiner leaves skin radiant and refined, and Tourmaline Charged Radiance Masque sheds dull, dead surface cells, leaving skin smooth and radiant.

    Slide 12

    SAY

    The Green Science™ system is effective in minimizing the appearance of lines and wrinkles, visibly lifting and firming skin, moisturizing skin and improving clarity and evenness of skin tone. Recommend this system to guests who want to visibly lift skin and reduce the look of lines.

    The first step is to cleanse using Green Science™ Perfecting

  • Skin/Body Care & Aroma Educator Guide

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    Skin Care Product Knowledge and Service Tools

    Cleanser, which gently cleanses and removes makeup and impurities. You perform this step in the morning and evening.

    The second step is to exfoliate using Green Science™ Replenishing Toner, which cushions skin while gently refining pores, exfoliating and leaving skin with a sheer veil of moisture. You perform this step in the morning and evening.

    The third step is to treat the skin using Green Science™ Lifting Serum, which helps promote surface cell turnover, moisturization and skin firmness. You perform this step in the morning and evening.

    Green Science™ Line Minimizer is a targeted treatment concentrate that reduces the appearance of deeper lines and wrinkles. You perform this step in the evening.

    The fourth step is to moisturize using Green Science™ Firming Face Creme, which helps improve visible skin firmness, moisturizes and strengthens the skin’s barrier function. You perform this step in the evening.

    Again, Green Science™ Firming Eye Creme completes the skin care regimen.

    Slide 13

  • Educator Guide Skin/Body Care & Aroma

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    Skin Care Product Knowledge and Service Tools

    SAY

    The Enbrightenment™ system was developed to offer a multi-pronged approach to brighter, more even-looking skin—giving skin luminosity and clarity. In a clinical test, skin clarity improved by 52% and the appearance of dark spots diminished by 34 after eight weeks using the five-step system plus SPF 15. Recommend this system to guests who want to visibly reduce dark spots.

    The first step is to cleanse using Enbrightenment™ Brightening Cleanser, which helps lift away impurities and dull surface skin cells to improve overall skin clarity. You perform this step in the morning and evening.

    The second step is to tone using Enbrightenment™ Brightening Treatment Toner, which helps increase surface cell turnover for a more even skin tone. You perform this step in the morning and evening.

    The third step is to treat the skin using Enbrightenment™ Brightening Correcting Serum, which diminishes the appearance of dark spots and discoloration caused by hyperpigmentation. You perform this step in the morning and evening.

    The fourth step is to moisturize. Enbrightenment™ Brightening Correcting Lotion diminishes the appearance of dark spots in normal to oily skin. Enbrightenment™ Brightening Correcting Creme diminishes the appearance of dark spots in normal to dry skin. You perform this step in the morning and evening.

    You can also add Green Science™ Firming Eye Creme to the skin care regimen to moisturize the delicate tissue around the eyes, smooth fine lines, and reduce the appearance of puffiness and under-eye circles. You perform this step in the morning and evening.

    Finally you can also add a masque step twice a week to give skin more targeted care. Enbrightenment™ Brightening

  • Skin/Body Care & Aroma Educator Guide

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    Skin Care Product Knowledge and Service Tools

    Intensive Massage Masque boosts skin’s luminosity and clarity and diminishes the appearance of discoloration and dark spots.

    Slide 14

    SAY

    The Outer Peace™ system combines ancient Ayurvedic wisdom with modern botanical science to treat and prevent acne, unplug pores, control excess oil and calm irritated skin. In clinical testing, the Outer Peace™ regimen significantly reduced blemishes in four weeks in 92% of users. Recommend this system to guests seeking relief from acne.

    The first step is to cleanse using Outer Peace™ Foaming Cleanser, which cleans deep into pores, effectively removing oil, makeup and impurities. You perform this step in the morning and evening.

    The second step is to exfoliate using Outer Peace™ Acne Relief Pads, which help eliminate blackheads and keep skin clear. Perform this step in the morning and evening, one pad per step.

    The third step is to treat the skin using Outer Peace™ Acne Spot Relief, which provides targeted spot treatment to help eliminate breakouts. Perform this step daily, up to 2–3

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    times as needed.

    The fourth step is to moisturize using Outer Peace™ Acne Relief Lotion, which helps clear acne. Perform this step in the morning and evening.

    Also, you can add Green Science™ Firming Eye Creme to the regimen.

    You can add a masque step once a week to give skin more targeted care. Outer Peace™ Cooling Masque soothes and cools irritated skin while reducing visible redness for a clearer, more even skin tone.

    Pages 88–89

    Direct learners to the Connect Aveda Participant Workbook.

    Skin Care System Discovery

    ACTIVITY: SKIN CARE SYSTEM DISCOVERY

    Explain that the learner will use product testers to experience each Aveda Skin Care system.

    Instruct the learner to experience the systems in the order they are listed in their workbook (i.e., basic care, specialized care).

    Instruct the learner to apply a small amount of each product to the back of their hand (using disposable applicators if necessary) to experience the product’s texture and aroma and to take notes in their workbook.

    As the learner has experiences each system, instruct them to record the system’s associated result and to make note of any questions they may have.

    As the learner experiences each system, stop the activity to answer their questions, and then ask them the following system-specific questions:

    Tourmaline Charged

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    Skin Care Product Knowledge and Service Tools

    – What did you notice about the texture of Tourmaline Charged Exfoliating Cleanser?

    – How would you describe Tourmaline Charged Radiance Fluid to a guest?

    – What Elemental NatureSM imbalance does the Tourmaline Charged system address?

    Botanical Kinetics™

    – What differences did you notice between Botanical Kinetics™ Purifying Gel Cleanser and Botanical Kinetics™ Purifying Creme Cleanser?

    – How does the Botanical Kinetics™ system make the skin feel?

    – What Elemental NatureSM imbalance does the Botanical Kinetics™ system address?

    All-Sensitive™

    – What did you notice about the All-Sensitive™ aroma?

    – How does the All-Sensitive™ Moisturizer feel on the skin?

    – What Elemental NatureSM imbalance does the All-Sensitive™ system address?

    Green Science™

    – How would you describe Green Science™ Lifting Serum to a guest?

    – What did you notice about Green Science™ Firming Eye Creme?

    – What Elemental NatureSM imbalance does the Green Science™ system address?

    Enbrightenment™

    – What did you notice about the texture of Enbrightenment™ Brightening Intensive Massage

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    Masque?

    – When would you recommend Enbrightenment™ Brightening Correcting Lotion, and when would you recommend Enbrightenment™ Correcting Creme?

    – What Elemental NatureSM imbalance does the Enbrightenment™ system address?

    Outer Peace™

    – How would you describe Outer Peace™ Foaming Cleanser to a guest?

    – What did you notice about the texture and aroma of Outer Peace™ Acne Relief Lotion?

    – What Elemental NatureSM imbalance does the Outer Peace™ system address?

    When they are finished, use the Skin Care Positioning Chart check their answers, making sure to explain any inaccuracies.

    – Tourmaline Charged

    (Result: Normal/Increase Radiance)

    – Botanical Kinetics™

    (Result: Oily or Dry)

    – All-Sensitive™

    (Result: Sensitive)

    – Green Science™

    (Result: Visibly Lift and Reduce Lines)

    – Enbrightenment™

    (Result: Visibly Reduce Dark Spots)

    – Outer Peace™

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    (Result: Relieve Acne)

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    Discover Needs (Skin Care)

    KEY POINTS

    The purpose of this lesson is to review the tools and service behaviors associated with discovering guests’ skin care needs, including how to use the Elemental NatureSM Questionnaire to perform the skin care consultation.

    Slide 15

    Direct the learner to the Elemental NatureSM Questionnaire.

    SAY

    The only tool that should be new to you is the Elemental NatureSM Questionnaire. Like the Hair Care Consultation Tool, the Elemental NatureSM Questionnaire is designed to help guide you and the guest through the skin care consultation. It includes a series of questions to ask them and space to record both their responses and your product recommendations.

    Let’s take a closer look at how to use to use the Elemental Nature.SM Questionnaire to perform an effective skin care consultation.

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    Page 90

    Direct learners to the Connect Aveda Participant Workbook.

    Review how to use, read and record product recommendations on the Elemental NatureSM Questionnaire with the learner. Instruct them to take notes in their workbook:

    Using the Elemental NatureSM Questionnaire

    1. Share the Elemental NatureSM philosophy with the guest. You can use the statement at the top of the Elemental NatureSM Questionnaire, or you can express it in your own words.

    2. Ask the first question on the Elemental NatureSM Questionnaire: “How would you describe your skin?” As the guest responds, circle or put a checkmark next to any of the characteristics they say that are listed in the three “My skin has” columns.

    3. Look for the column that has the most skin characteristics circled or checked. This is most likely the element most in need of balancing. Confirm the imbalance by asking if the guest has any additional concerns from that column that they may not have mentioned.

    4. Ask the final two questions on the Elemental NatureSM Questionnaire: “What is the primary concern with your skin” and “Which products do you currently use on your skin?” Record the guest’s responses.

    Pay particular attention to how the guest responds to the question: “What is the primary concern with your skin?” Should the guest have multiple skin concerns, their response to this question will guide you toward making the right skin care recommendation.

    Reading the Elemental NatureSM Questionnaire

    1. Look for the column that has the most skin characteristics circled or checked. This is most likely

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    the element most in need of balancing.

    2. The tool is color-coded. Look for the following results:

    – If you’ve circled or checked the most skin characteristics in the dark green boxes at the top of the column, recommend the basic skin care system formulated to balance that element:

    • Infinity/Air: Botanical Kinetics™ Purifying Creme Cleanser, Exfoliant, Skin Firming/Toning Agent and Hydrating Lotion

    • Fire: All-Sensitive™

    • Water/Earth: Botanical Kinetics™ Gel Cleanser, Exfoliant, Toning Mist and Hydrating Lotion

    – If you’ve circled or checked the most skin characteristics in the medium green boxes in the middle of the column, recommend the specialized skin care system formulated to balance that element.

    • Infinity/ Air: Green Science™

    • Fire: Enbrightenment™

    • Water/Earth: Outer Peace™

    – If you’ve circled or checked the most skin characteristics in the light grey box at the bottom of the column, recommend the Tourmaline Charged system.

    3. Based on the guest’s skin characteristics and primary skin concern, recommend the appropriate skin care system.

    Note: Guests with skin sensitivity should always be recommended the All-Sensitive™ system.

    Recording product recommendations on the Elemental

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    NatureSM Questionnaire:

    1. Turn the Elemental NatureSM Questionnaire over and record the guest’s current Elemental NatureSM imbalance.

    2. Put a checkmark next to the skin care system you are recommending.

    3. In the “Skin Care Recommendations” box, record the specific names of the skin care products you are recommending.

    4. Put a checkmark next to the associated professional service recommendation.

    5. Record any additional skin care recommendations/products.

    6. Give the guest their completed Elemental NatureSM Questionnaire.

    SAY

    Based on the guest’s responses to the Elemental NatureSM Questionnaire, you’ll be able to recommend the appropriate skin care system that will meet their needs.

    Let’s practice using the Elemental NatureSM Questionnaire to perform a skin care consultation.

    ACTIVITY: SKIN CARE CONSULTATION ROLE PLAY

    Instruct the learner to play the role of the guest while you play the role of the advisor. Use the learner’s own skin type as the scenario.

    Ask the learner the questions from the Elemental NatureSM Questionnaire, and record their responses.

    Review what you determined as their primary skin care concern and why.

    Note: Do not make any product recommendations. The

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    purpose of this activity is to understand how to use the Elemental NatureSM Questionnaire to determine the guest’s primary skin care concern.

    Switch roles, and instruct the learner to play the role of the advisor while you play the role of the guest. Use your own skin type as the scenario.

    Allow the learner to reference their notes if necessary, and coach them as needed.

    Debrief the activity by giving the learner feedback on what they did well and what they could improve.

    Demonstrate the things you are asking the learner to do differently, and then have them practice the new behavior.

    SAY

    Great job on the role play! If you’ve performed an effective consultation, you should have the information you need to provide solutions.

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    KEY POINTS

    The purpose of this lesson is to review the tools and service behaviors associated with providing appropriate solutions for guests’ skin care needs, including reinforcing how to use the solutions formula and Elemental NatureSM Questionnaire to give product recommendations and how to perform the Skin Care Experience.

    Slide 16

    SAY

    By now, you know that you use the solutions formula (“Because (guest challenge/need) I recommend (system) which will (results)”) to recommend product systems to guests.

    Pages 91–92

    Direct learners to the Connect Aveda Participant Workbook.

    Skin Care Needs and Solutions Formulas

    ACTIVITY: SKIN CARE NEEDS AND SOLUTIONS FORMULAS

    Instruct the learner to read the skin care scenarios in their workbook, determine the appropriate product system solutions and record the associated solutions

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    formulas.

    Note: Tell the learner that for this activity, they should indicate when each product should be applied (i.e., a.m., p.m., a.m. and p.m., weekly).

    Debrief the activity by asking the learner to share their product system solutions and associated solutions formulas:

    1. Guest is experiencing dry skin and wants a moisturizer that will help relieve the itchy, tight feeling.

    (Cleanse: Botanical Kinetics™ Purifying Creme Cleanser (a.m. and p.m.)

    Exfoliate/Tone: Botanical Kinetics™ Skin Firming/Toning Agent (a.m.), Botanical Kinetics™ Exfoliant (p.m.)

    Treat: Balancing Infusion™ for Dry Skin (a.m. and p.m.)

    Eyes: Green Science™ Firming Eye Creme (a.m. and p.m.)

    Moisturize: Botanical Kinetics™ Hydrating Lotion (a.m. and p.m.)

    Masque: Intensive Hydrating Masque (weekly)

    Solutions Formula: “Because you said your skin is dry, I recommend the Botanical Kinetics™ system, which will leave your skin feeling balanced and moisturized.”)

    2. Guest has normal to oily skin and wants a cleanser that will remove excess oil and prevent acne.

    (Cleanse: Outer Peace™ Foaming Cleanser (a.m. and p.m.)

    Exfoliate/Tone: Outer Peace™ Acne Relief Pads (a.m.

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    and p.m.)

    Treat: Outer Peace™ Acne Spot Relief (a.m. and p.m.)

    Eyes: Green Science™ Firming Eye Creme (a.m. and p.m.)

    Moisturize: Outer Peace™ Acne Relief Lotion (a.m. and p.m.)

    Masque: Outer Peace™ Cooling Masque (weekly)

    Solutions Formula: “Because you said your skin is oily, I recommend the Outer Peace™ system, which will help control excess oil that can lead to acne.”)

    3. Guest has been using the Botanical Kinetics™ system for dry skin but is concerned about fine lines and wrinkles.

    (Cleanse: Green Science™ Perfecting Cleanser (a.m.)

    Exfoliate/Tone: Green Science™ Replenishing Toner (a.m.), Botanical Kinetics™ Exfoliant (p.m.)

    Treat: Green Science™ Lifting Serum (a.m. and p.m.), Green Science™ Line Minimizer (p.m.)

    Eyes: Green Science™ Firming Eye Creme (a.m. and p.m.)

    Moisturize: Green Science™ Firming Face Creme (a.m. and p.m.)

    Masque: Enbrightenment™ Brightening Intensive Massage Masque (weekly)

    Solutions Formula: “Because you said your skin is dry and you’re concerned about fine lines and wrinkles, I recommend the Green Science™ system, which will visibly lift and firm skin and minimize the appearance of fine lines and wrinkles.”)

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    SAY

    Great job! Remember, part of providing solutions is to suggest and educate on a system of three or more products. That’s why it’s important to remember which products should be applied in the morning, evening or both.

    After you’ve suggested and educated on a system of three or more products, you’ll need to provide a Purescription™ by recording your recommendation in writing on an Elemental NatureSM Questionnaire to give to the guest to take home with them.

    As we did in the last module, we’re going to skip over two of the other provide solutions service behaviors—share a reason we’re different: mission, packaging, sourcing, etc., and introduce what’s new because you already learned about these service behaviors earlier in the Connect Aveda training and you can easily incorporate them into the consultation.

    The last provide solutions service behavior is to offer an Aveda Ritual of Renewal, which as I’m sure you remember, is part of the complete Skin Care Experience.

    ASK

    Do you remember the three parts of the complete Hair Care Experience?

    (Listen for: Hair care consultation, Signature Hair Styling Ritual, Stress-Relieving Hand Ritual or Stress-Relieving Neck and Shoulders Ritual.)

    SAY

    That’s right. We offer elite skin care guests a similar experience.

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    Slide 17

    Page 93

    Direct learners to the Connect Aveda Participant Workbook.

    Skin Care Experience

    SAY

    The complete Skin Care Experience consists of:

    1. Skin care consultation

    2. Balancing Skin Care Ritual

    3. Stress-Relieving Hand Ritual using Hand Relief,™ Stress-Fix™ Body Lotion or the recommended moisturizer

    However, just like with hair care guests, it’s important to remember that some guests may not have as much time to spend with us. With instant guests, the Skin Care Experience could consist of a skin care consultation and a quick application of the skin care product you’re recommending on the hand.

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    IMPORTANT NOTE

    Demonstrate how to perform a quick application of a skin care product on the learner’s hand.

    Page 93

    Direct learners to the Connect Aveda Participant Workbook.

    Balancing Skin Care Ritual

    SAY

    Let’s take a closer look at the Balancing Skin Care Ritual now.

    Give the learner a copy of the Balancing Skin Care Ritual Protocol.

    SAY

    After performing the skin care consultation, use the Aveda Skin Care system you determined to be most appropriate for the guest to perform the Balancing Skin Care Ritual.

    ACTIVITY: BALANCING SKIN CARE RITUAL DEMONSTRATION AND PRACTICE

    Invite a team member to join you and the learner. Instruct the team member to play the role of the guest while you play the role of the advisor.

    Explain that you are going to demonstrate how to perform the Balancing Skin Care Ritual on the team member and that the learner will eventually have the opportunity to practice performing the ritual on another

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    team member.

    Explain each step in your own words before demonstrating, using the protocol for reference. Instruct the learner to take notes in their workbook.

    After you’ve demonstrated how to perform the ritual, invite another team member to join you and the learner. Instruct the team member to play the role of the guest while the learner plays the role of the advisor.

    Allow the learner to reference their notes if necessary, and coach them as needed.

    Debrief the ritual by giving the learner feedback on what they did well and what they could improve.

    Demonstrate the things you are asking the learner to do differently, and then have them practice the new behavior.

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    Body Care Product Knowledge and Service Tools

    KEY POINTS

    The purpose of this lesson is to review the tools the learner can use to improve their body care product and service knowledge.

    Slide 18

    Give the learner copies of the Body Care Positioning Chart, Shelftalkers, End Benefit Cards and Product Resource Guide.

    SAY

    Again, all of these tools should be familiar to you.

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    Slide 19

    Direct the learner to the Body Care Positioning Chart.

    SAY

    We won’t spend much time reviewing the body care product knowledge tools, but I’d like to highlight a few things.

    The Body Care Positioning Chart is double-sided. One side lists Aveda’s body care systems and their individual products and benefits; the other side lists them by category.

    Now we’re going to review some of the body care categories and their associated products and results. Then you’re going to spend some time experiencing them on your own.

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    Slide 20

    SAY

    Caribbean Therapy™ is a line of products inspired by the healing traditions, plants and aromas of the Caribbean. Each product features the warm island aroma of bay, vetiver and lime that rejuvenates the senses.

    Slide 21

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    SAY

    The conditioning body care category includes Aveda’s compositions and body formulas. These products are important tools for creating customized solutions that meet guests’ specific body care needs and can be used in a variety of ways, including pre-cleansing and conditioning facial skin, massage and aroma customization and enhancement. The functional aroma of each blend works physiologically and psychologically.

    Slide 22

    SAY

    The Rosemary Mint body collection revitalizes the skin while invigorating the senses with the cooling benefit of peppermint.

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    Slide 23

    SAY

    The spa/body category is a classic category that includes Aveda’s spa basics that allow guests to bring the spa home with them.

    Slide 24

    SAY

    The Stress-Fix™ line of products feature an aroma that is clinically proven to relieve feelings of stress.

    Pages 94–96 Direct learners to the Connect Aveda Participant Workbook.

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    Body Care Product Discovery

    ACTIVITY: BODY CARE PRODUCT DISCOVERY

    Explain that the learner will use product testers to experience each body care product.

    Instruct the learner to experience the products in the order they are listed in their workbook (e.g., Caribbean Therapy,™ Conditioning Body Care, Massage Care, etc.).

    Instruct the learner to apply a small amount of each product to the back of their hand (using disposable applicators if necessary) to experience the product’s texture and aroma and to take notes in their workbook.

    As the learner has experiences each product, instruct them to record the product’s associated benefit and to make note of any questions they may have.

    After the learner has experienced each product, answer their questions, and then ask them the following product-specific questions:

    – What differences did you notice between Caribbean Therapy™ Body Creme, Replenishing Body Moisturizer and Stress-Fix™ Body Lotion?

    – How would you describe Smoothing Body Polish to a guest?

    – How would you describe Caribbean Therapy™ Body Scrub to a guest?

    – What did you notice about the texture of Beautifying Composition™ compared to Calming Composition™ and Energizing Composition?™

    – What differences did you notice between Active Composition™ and Blue Oil Balancing Concentrate?

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    – How would you describe Stress-Fix™ Concentrate to a guest?

    When they are finished, use the Body Care Positioning Chart to check their answers, making sure to explain any inaccuracies.

    – Caribbean Therapy™

    • Caribbean Therapy™ Body Creme

    (Benefit: Soothes and comforts skin)

    • Caribbean Therapy™ Body Scrub

    (Benefit: Exfoliates while softening and conditioning skin)

    – Conditioning Body Care

    • Beautifying Composition™

    (Benefit: Nourishes and conditions body and scalp in the bath or on the skin)

    • Calming Composition™

    (Benefit: Conditions skin and nourishes and calms the senses with a lightweight, conditioning formula for bath, body and scalp)

    • Energizing Composition™

    (Benefit: Conditions skin and awakens the senses with a lightweight, conditioning formula for bath, body and scalp)

    – Massage Care

    • Active Composition™

    (Benefit: Provides healing and cooling properties to soothe muscle tension)

    • Blue Oil Balancing Concentrate

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    (Benefit: Soothes the mind and body. Reduces muscle tension and uplifts the senses.)

    – Spa/Body

    • Replenishing Body Moisturizer

    (Benefit: Conditions, hydrates and softens skin)

    • Smoothing Body Polish

    (Benefit: Cleanses, refines and smooths skin)

    – Stress-Fix™

    • Stress-Fix™ Body Lotion

    (Benefit: Hydrating body lotion infused with an aroma clinically proven to relieve feelings of stress)

    • Stress-Fix™ Concentrate

    (Benefit: Portable concentrate infused with an aroma clinically proven to relieve feelings of stress)

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    Discover Needs (Body Care)

    KEY POINTS

    The purpose of this lesson is to review the tools and service behaviors associated with discovering guests’ body care needs, including how to perform the body care consultation.

    Slide 25

    SAY

    When discovering guests’ body care guests, we ask a series of consultation questions similar to the ones on the Elemental NatureSM Questionnaire.

    Page 97

    Direct learners to the Connect Aveda Participant Workbook.

    Review the body care consultation questions with the learner. Instruct them to record the questions in their workbook:

    1. Tell me about your skin.

    2. What body care products are you currently using?

    3. What is important to you when choosing body care products?

    4. What type of aromas are you typically drawn to?

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    SAY

    Based on the guest’s responses to the body care consultation questions, you’ll be able to recommend the appropriate body care system that will meet their needs.

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    Provide Solutions (Body Care)

    KEY POINTS

    The purpose of this lesson is to review the tools and service behaviors associated with providing appropriate solutions for guests’ body care needs, including reinforcing how to use the solutions formula to give product recommendations.

    Slide 26

    SAY

    Just like with hair care, hair styling and skin care, body care products should be recommended in complete systems; that is, three or more products.

    Any three products can create a body care system. With body care guests, you can recommend product systems based on aroma or product benefit.

    For example, for a guest who wants a daily body care regimen, you could use the solutions formula to recommend Calming Body Cleanser, Smoothing Body Polish and Replenishing Body Moisturizer. Or, if the guest tells you they enjoy a minty aroma, you could recommend Rosemary Mint Hand and Body Wash, Rosemary Mint Body Lotion and Blue Oil Balancing Concentrate.

    Pages 97–98 Direct learners to the Connect Aveda Participant Workbook.

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    Body Care Needs and Solutions Formulas

    ACTIVITY: BODY CARE NEEDS AND SOLUTIONS FORMULAS

    Instruct the learner to read the body care scenarios in their workbook, determine the appropriate product system solutions and record the associated solutions formulas.

    Debrief the activity by asking the learner to share their product system solutions and associated solutions formulas:

    1. Guest wants a calming bath experience.

    (Soothing Aqua Therapy, Calming Body Cleanser, Calming Composition™

    Solutions Formula: “Because you said you want a calming bath experience, I recommend Soothing Aqua Therapy, Calming Body Cleanser and Calming Composition,™ which hydrate your skin and calm your senses.”)

    Note: Stress-Fix™ Soaking Salts is an acceptable alternate response to Soothing Aqua Therapy.

    2. Guest wants a basic, daily body care regimen without much aroma.

    (Refreshing Bath Bar, All-Sensitive™ Body Formula, Replenishing Body Moisturizer

    Solutions Formula: “Because you said you want a basic, daily body care regimen without much aroma, I recommend the Refreshing Bath Bar, All-Sensitive™ Body Formula and Replenishing Body Moisturizer, which will provide you with basic cleansing and moisturizing benefits without overpowering you with aroma.”)

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    Note: Personal Blends™ Total Body Cleansing Formula, Massage Formula and Hydrating Formula are acceptable alternate responses to Refreshing Bath Bar, All-Sensitive™ Body Formula and Replenishing Body Moisturizer respectively.

    3. Guest wants a rich lotion for body, hands and feet.

    (Caribbean Therapy™ Body Creme, Hand Relief,™ Foot Relief

    Solutions Formula: “Because you said you want a rich lotion for body, hands and feet, I recommend Caribbean Therapy Body Creme, Hand Relief™ and Foot Relief,™ which will provide the rich, thick texture you’re looking for while moisturizing and promoting visible improvements in skin texture.”)

    Note: Stress-Fix™ Body Creme (launching April 2014) is an acceptable alternate response to Caribbean Therapy™ Body Creme.

    SAY

    Now it’s time to practice performing the body care guest experience.

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    ACTIVITY: BODY CARE CONSULTATION ROLE PLAY

    Instruct the learner to play the role of the advisor while you play the role of the guest. Use your own body care needs as the scenario.

    Instruct the learner to ask you the body care consultation questions and to recommend a body care system using the solutions formula.

    Allow the learner to reference their notes if necessary, and coach them as needed.

    Debrief the activity by giving the learner feedback on what they did well and what they could improve.

    Demonstrate the things you are asking the learner to do differently, and then have them practice the new behavior.

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    Aroma

    KEY POINTS

    The purpose of this lesson is to review the tools the learner can use to improve their aroma product and service knowledge.

    Slide 27

    Give the learner copies of the Pure-Fume™ Positioning Chart, Shelftalkers, End Benefit Cards and Product Resource Guide.

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    SAY

    Earlier in the Connect Aveda training, you learned that the sense of smell is linked directly to memory. Aromas can create new memories or bring back a moment in time with startling clarity. Unlike other senses, smell travels directly to the brain's limbic system, which is home to memory, emotion and imagination. Aveda uses naturally derived aromas, called pure-fumes,™ that are developed by natural perfumers and noted Ayurvedic experts.

    You already experienced the Key Element™ Aromas during the Aroma Sensory Journey and the Chakra™ Balancing Body Mists during the Chakra™ Sensory Journey. Now we’re going to review some of the other pure-fume™ categories and their associated products and benefits. Then you’re going to spend some time experiencing them on your own.

    Slide 28

    SAY

    Singular Notes are individual essential oils diluted in a base of coconut oil that can be used for body, bath or massage. Because they are diluted, they are safe for direct application to the skin. Depending on the aroma, Singular Notes stimulate or relax the senses.

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    Aroma

    Slide 29

    SAY

    Earlier in the Connect Aveda training, you learned that the concept of the chakras comes from the 5,000-year-old ancient Indian tradition of Ayurveda.

    Ayurveda recognizes seven chakras in the body, which are spinning wheels of colored energy that vibrate at different frequencies and emit different colors. These energy centers can be used to explore the physical, emotional, intellectual and spiritual aspects of the self.

    Chakra™ Balancing Body Mists are refreshing, aromatic body sprays formulated to balance the mind and body.

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    Aroma

    Slide 30

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    Aroma

    SAY

    Personal Blends™ customize the at-home experience for guests by combining high-performance, aroma-neutral bases with a personalized Aveda Key Element™ aroma that balances the mind and body.

    There are five Personal Blends™ body care bases.

    Aqua Therapy Formula

    – Renowned for centuries for therapeutic benefits, Dead Sea salts—magnesium, potassium, calcium chlorides and sodium bromides—detoxify and re-mineralize skin

    – Meadowfoam seed oil and olive squalene combine to condition skin

    Hydrating Formula

    – Olive and coconut oils moisturize and condition skin and provide slip during massage treatments

    – Oat extract and organic aloe vera soothe skin

    Massage Formula

    – Sweet almond, sesame and other oils lubricate and condition skin

    Total Body Cleansing Formula (for hair and body)

    – Babassu-derived system gently cleanses skin

    – Tamanu oil and certified organic coconut oil help maintain the moisture balance of hair and body

    Pure-Fume Spirit™ Formula

    – Skin-soothing essential oils nurture skin

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    Aroma

    Page 98

    Direct learners to the Connect Aveda Participant Workbook.

    Aroma Observations

    ACTIVITY: EXPERIENCE AVEDA AROMA

    Instruct the learner to experience the remaining Aveda pure-fume™ products, including Singular Notes, pure-fume™ sprays, candles and diffuser oils.

    While the learner is experiencing each product, instruct them to read its benefit and aroma description from the Pure-Fume™ Positioning Chart.

    Debrief the activity by asking the learner what their favorite Aveda aroma is and why.

    Slide 31

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    Aroma

    ASK

    Do you remember how to perform the Aroma Sensory Journey and the Chakra™ Sensory Journey?

    (Listen for: Yes.)

    Of the two rituals, which one do you think you need more practice performing?

    (Accept any answer.)

    SAY

    Great! Now’s your chance to practice!

    ACTIVITY: AROMA SENSORY JOURNEY OR CHAKRA™ SENSORY JOURNEY PRACTICE

    Instruct the learner to turn to the Rituals of Renewal chapter in their workbook and review the steps for performing the Aroma Sensory Journey or Chakra™ Sensory Journey, and ask if they have any questions.

    Instruct the learner to perform the Aroma Sensory Journey or Chakra™ Sensory Journey on you, a team member or guest.

    Allow the learner to reference their notes if necessary, and coach them as needed.

    Debrief the activity by giving the learner feedback on what they did well and what they could improve.

    Demonstrate the things you are asking the learner to do differently, and then have them practice the new behavior.

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    Aroma

    SAY

    Aroma is a very personal thing. One guest may love the smell of tea tree, and another may think it smells like a cleaning solution. The best thing you can do for an aroma guest is to guide them to the right kind of product, and then let them decide which aroma is right for them.

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    Take Action

    KEY POINTS

    The purpose of this lesson is to give the learner further opportunities to observe and practice skin/body care and aroma service behaviors, test the learner’s skin/body care and aroma product knowledge and have the learner assess their skills and commit to developing their ability to discover and provide appropriate solutions for guests’ skin/body care and aroma needs as they grow into their role as an advisor.

    SAY

    Now it’s time to practice performing the service experience, from discover needs to provide solutions. Watch me as I demonstrate the complete Skin Care Experience. Afterward, you’ll have the opportunity to practice.

    ACTIVITY: SKIN CARE EXPERIENCE DEMONSTRATION AND PRACTICE

    Invite a team member to join you and the learner. Instruct the team member to play the role of the guest while you play the role of the advisor.

    Create a skin care role play scenario using the team member’s skin type as the context.

    Demonstrate the discover needs and provide solutions service behaviors, using any necessary skin care product knowledge and service tools:

    – Ask a minimum of three open-ended questions to understand the guest’s needs.

    • Ask the learner the questions from the Elemental Nature QuestionnaireSM and record their responses.

    – Suggest and educate on a system of three or more products.

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    • Review what you determined as their primary skin care concern and why.

    • Recommend a complete skin care system using the solutions formula.

    • Educate them on how to use each product in the system.

    • Perform the Balancing Skin Care Ritual.

    – Offer an Aveda Ritual of Renewal.

    • Perform the Stress-Relieving Hand Ritual using Hand Relief,™ Stress-Fix™ Body Lotion or the recommended moisturizer.

    – Share a reason we’re different: mission, packaging, sourcing, etc.

    • Share an Aveda story and allow them to experience the product’s aroma.

    – Provide a Purescription.™

    • Record your recommendations on the Elemental NatureSM Questionnaire.

    – Introduce what’s new.

    • Share the most current product or program focus or a product from a different domain.

    After the role play, discuss each service behavior with the learner, and have them share their observations.

    Switch roles, and instruct the learner to play the role of the advisor while you play the role of the guest. Use your own skin type as the scenario.

    Allow the learner to reference their notes if necessary, and coach them as needed.

    Debrief the activity by giving the learner feedback on

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    what they did well and what they could improve.

    Demonstrate the things you are asking the learner to do differently, and then have them practice the new behavior.

    SAY

    Great job on the role play! We’ll continue to work on improving your skin/body care and aroma product and service knowledge to make sure you feel fully confident in your ability to discover and provide appropriate solutions for guests’ skin/body care and aroma needs.

    We’re nearing the end of the Skin/Body Care & Aroma training. Now it’s time to test your knowledge.

    Slide 32

    ACTIVITY: SKIN/BODY CARE AND AROMA PRODUCT SCAVENGER HUNT

    Explain that you are going to give the learner three different skin/body care and aroma scenarios and that they must go around the EC and collect all the skin/body care and aroma product testers that relate to the scenario. Remind the learner to refer to the Shelftalkers and End Benefit Cards if they need help.

    Note: Tell the learner that for this activity, they should

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    collect all the products that relate to each scenario, which may include products from multiple product families.

    Debrief the activity by asking the learner to share their product solutions and to recommend them to you using the solutions formula and educate you on how to use each product:

    1. Guest wants a basic facial cleanser.

    (Tourmaline Charged Exfoliating Cleanser, Botanical Kinetics™ Purifying Gel Cleanser and Purifying Creme Cleanser, All-Sensitive™ Cleanser)

    2. Guest wants to ease muscle tension and stress.

    (Active Composition;™ Blue Oil Balancing Concentrate; Stress-Fix™ Body Lotion, Concentrate and Soaking Salts)

    3. Guest wants an aroma that stimulates the senses.

    (Eucalyptus Oil, Peppermint Oil, Tea Tree Oil)

    Slide 33

    Pages 99–100 Direct learners to the Connect Aveda Participant Workbook.

    Knowledge Check

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    ACTIVITY: KNOWLEDGE CHECK

    Instruct the learner to complete the Knowledge Check.

    When they are finished, check their answers, making sure to explain any inaccuracies.

    1. Name each Aveda Skin Care system, its associated result and the Elemental NatureSM it is formulated to balance.

    (Tourmaline Charged

    • Result: Normal/Increase Radiance

    • Elemental Nature:SM All Natures

    Botanical Kinetics™

    • Result: Dry

    • Elemental Nature:SM Infinity/Air

    Botanical Kinetics™

    • Result: Oily

    • Elemental Nature:SM Water/Earth

    All-Sensitive™

    • Result: Sensitive

    • Elemental Nature:SM Fire

    Green Science™

    • Result: Visibly Lift and Reduce Lines

    • Elemental Nature:SM Infinity/Air

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    Enbrightenment™

    • Result: Visibly Reduce Dark Spots

    • Elemental Nature:SM Fire

    Outer Peace™

    • Result: Relieve Acne

    • Elemental Nature:SM Water/Earth

    2. What are the six skin care steps?

    (Cleanse, exfoliate/tone, treat, eyes, moisturize, masque)

    3. When performing a skin care consultation, pay particular attention to how the guest responds to the question: “What is the __________ concern with your skin?”

    (primary)

    4. What are the three steps of the complete Skin Care Experience?

    (Skin care consultation, Balancing Skin Care Ritual, Stress-Relieving Hand Ritual using Hand Relief,™ Stress-Fix™ Body Lotion or the recommended moisturizer)

    5. The Green Science™ system includes two treatment products.

    a. True *

    b. False

    6. Tourmaline Charged Radiant Skin Refiner is an exfoliation product that should be used daily.

    a. True

    b. False * (Tourmaline Charged Radiant Skin Refiner

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    should be used weekly.)

    7. Enbrightenment™ Brightening Correcting Lotion is for normal to __________ skin; Enbrightenment™ Brightening Correcting Creme is for normal to __________ skin.

    (oily; dry)

    8. Name all of Aveda’s daily care body moisturizers.

    (Caribbean Therapy™ Body Creme, Replenishing Body Moisturizer, Rosemary Mint Body Lotion, Stress-Fix™ Body Lotion)

    9. The Stress-Fix™ family is clinically proven to __________ feelings of stress.

    (relieve)

    10. Aveda Singular Notes can be used for which of the following:

    a. Body

    b. Bath

    c. Massage

    d. All of the above *

    SAY

    Great job on the scavenger hunt and knowledge check! Now it’s time for you to assess your skills and develop an action plan. Based on what you’ve learned today, how are you feeling about being able to perform certain skin/body care and aroma skills, and what is one specific commitment you can make to develop your ability to discover and provide appropriate solutions for guests’ skin/body care and aroma needs?

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    Slide 34

    Page 101

    Direct learners to the Connect Aveda Participant Workbook.

    Skills Assessment

    ACTIVITY: SKILLS ASSESSMENT

    Instruct the learner to complete the Skills Assessment.

    – Instruct them to indicate “yes” if they are comfortable performing the skill and “no” if they are not.

    – Instruct them to record a commitment for improving each skill.

    Ask the learner to share their commitment with you.

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    Slide 35

    Page 102

    Direct learners to the Connect Aveda Participant Workbook.

    Action Plan

    ACTIVITY: ACTION PLAN

    Instruct the learner to record a personal “I will” statement based on what they learned today.

    For example:

    – I will improve my skin/body care and aroma product and service knowledge by studying the Skin Care, Body Care and Pure-Fume™ Positioning Charts, Shelftalkers, End Benefit Cards, Product Resource Guide and Elemental NatureSM Questionnaire.

    – I will use the Elemental NatureSM Questionnaire during every skin care consultation.

    – I will perform the Skin Care Experience on every skin care guest.

    – I will use the solutions formula to recommend product systems to guests.

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    Ask the learner to share their commitment with you.

    SAY

    Thank you for sharing your commitment.

    Slide 36

    Pages 103–104

    Direct learners to the Connect Aveda Participant Workbook.

    Product Homeplay

    SAY

    I’m going to give you one final activity to do on your own at home. The best way to improve your skin care product knowledge is to experience the products yourself.

    ACTIVITY: PRODUCT HOMEPLAY

    Review the learner’s skin type and recommend the appropriate skin care system.

    Give the learner samples or testers of the products to take home and use on their skin.

    Instruct the learner to record their responses to the

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    product homeplay questions for each product.

    Review their responses at the beginning of the next training.

    Facilitate a discussion by asking them what the difference was between learning about the products and experiencing them.

    ASK

    Do you have any questions about any of the skin/body care and aroma product knowledge tools or service behaviors?

    (Answer any questions.)

    Slide 37

    SAY

    Congratulations! You’ve just completed the Skin/Body Care & Aroma module of the Connect Aveda training program!

    Table of ContentsGetting StartedAbout This GuideThe Program In PerspectiveProgram PreparationTraining At A GlanceSkin/Body Care & AromaWelcome and IntroductionSkin Care Product Knowledge and Service ToolsDiscover Needs (Skin Care)Provide Solutions (Skin Care)Body Care Product Knowledge and Service ToolsDiscover Needs (Body Care)Provide Solutions (Body Care)AromaTake Action