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The 3 A’s–Ingredients for a Peaceful Spa Environment

By: Esther Francis Joseph
Posted: July 27, 2012, from the August 2012 issue of Skin Inc. magazine.

With many different personality types in a skin care facility, the workplace can either be a pleasant place to be or hostile territory. A lot depends on the dynamics and interactions among personnel. When a co-worker has done something inappropriate in the role as manager or as an employee, destructive emotions and reactions can arise. In either position, the repercussions can affect the entire business and, ultimately, the company’s bottom line.

If you are the person in the wrong, it is important to know what to do to resolve the tension you’ve created when seeking to improve morale and return to a positive, productive workplace. A strong, respectful working relationship with bosses, colleagues and subordinates can be achieved by utilizing the following three A’s for a peaceful environment that everyone can enjoy.


A disagreement among team members can emerge due to multiple situations: an e-mail that seemed a bit too harsh in its language; personal phone calls causing the day’s appointments to run late; and numerous other circumstances. If you are the person who is at fault—whether you are the spa manager, owner or a team member—your first step must be to apologize. For decision-makers, this might be difficult to do, but for most people, an apology is a powerful first acknowledgment of responsibility. No matter your title, it means that you understand your error and are not likely to repeat it. It helps to dissipate the anger and other negative emotions from staff members associated with the situation.

In terms of the act of apologizing, it is extremely important to be concise. Frame your apology around the situation at hand, and do not stray from its focus. Avoid long explanations and excuses for your behavior. Acknowledge what you have done, and the impact it has had on others. Show that you regret your action and mention how you will act differently when faced with a similar situation in the future. Perhaps most importantly, conduct your apology in a conference setting, if possible, where there is an opportunity for further conversation from the offended parties.

For most, an apology involves a degree of embarrassment; one has to be humble to apologize. Humility often breeds compassion in others. This exchange of vulnerability and compassion is a necessary step in obtaining closure in many conciliatory situations.