{"id":10566,"date":"2021-08-01T00:00:27","date_gmt":"2021-08-01T07:00:27","guid":{"rendered":"https:\/\/todaysveterinarybusiness.com\/?p=10566"},"modified":"2024-09-20T13:52:20","modified_gmt":"2024-09-20T17:52:20","slug":"nonverbal-communication","status":"publish","type":"post","link":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/nonverbal-communication\/","title":{"rendered":"The Unspoken Truth"},"content":{"rendered":"<p>I\u2019m sure you\u2019ve people-watched in an airport, restaurant or park. Even if you can\u2019t hear their conversations, you easily form impressions of what the people might be thinking or feeling. If a couple are holding hands, you think they must be in love. If a teenager has his arms crossed and is scowling, you assume he is angry or upset. If a child is smiling while playing catch with her dad, you know she is having a good time. Nonverbal communication can be just as important, if not more powerful, as verbal communication. Regardless of what we say, our body language tells a story. Veterinary teams that pay attention to clients\u2019 nonverbal communication can build trust and strengthen the relationship.<\/p>\n<h3>The Team<\/h3>\n<p>Studies show that people form impressions of others quickly, sometimes within seconds. Therefore, everyone on the practice team must create a positive first impression. The goal is to use nonverbal communication that conveys interest in and compassion toward pet owners.<\/p>\n<p>Here are five ways for you to be perceived as likable by clients.<\/p>\n<ul>\n<li><strong>Smile:<\/strong> Forgetting to smile is easy when you\u2019re busy. Smiling when you greet pet owners can put them at ease. The smile needs to be genuine rather than forced because people can tell the difference. Smiling with your eyes wrinkles their corners and raises your cheeks.<\/li>\n<li><strong>Eye contact:<\/strong> Team members sometimes are so focused on a computer screen or medical chart that they forget to look at a client. To connect with pet owners, maintain eye contact upon the initial meeting and periodically during the appointment. Remember that glancing at someone is not the same as a gaze.<\/li>\n<li><strong>Eyebrow raise or eyebrow flash:<\/strong> Raising your eyebrows tends to open your eyes and show that you\u2019re happy to see the person. When accompanied by a smile, head nod and relaxed posture, the eyebrow flash can demonstrate interest in the other person and convey agreement. An eyebrow flash can be a sign of flirtation, so team members must be careful to limit this nonverbal communication.<\/li>\n<li><strong>Body posture:<\/strong> Facing a client while your arms are relaxed helps convey interest and friendliness. Team members should avoid crossed arms and hunched shoulders.<\/li>\n<li><strong>Body position:<\/strong> Leaning slightly forward indicates that you\u2019re interested in the other person\u00a0and have a desire to listen.<\/li>\n<\/ul>\n<p>Another valuable part of nonverbal communication is recognizing where you are physically in relation to the client, especially during a difficult conversation. A doctor who uses a wheeled stool can easily move it in the exam room and sit when the client is seated. Ideally, sit perpendicular to the client, forming an L-shape.<\/p>\n<p>A team member will find that focusing on the client during a conversation is easier when both are sitting. It also helps clients feel as though they are partners in their pets\u2019 care. A seated client might feel intimidated and less likely to ask questions if a team member is standing while reviewing a treatment plan or delivering bad news.<\/p>\n<p>Team members should make sure that the nonverbal communication matches the <a href=\"https:\/\/todaysveterinarybusiness.com\/hear-see-feel\/\">verbal messages<\/a>. For example, folded arms, frowning or a forced smile might indicate impatience and frustration with the client or pet, even if you say something positive. Likewise, a reassuring statement doesn\u2019t convey the same compassion when your hand is on the doorknob, signaling a desire to leave.<\/p>\n<h3>The Client<\/h3>\n<p>Pet owners can signal their thoughts and feelings through nonverbal communication. For example, glancing at a watch or cellphone, pacing, folding arms, and standing near the door can indicate the client is in a hurry or unhappy about the wait time. Angry people might stand with their hands on the hips, frown or clench fists. Sad people might cry, tremble their lips or look downward. Clients who are afraid or uncomfortable might be reluctant to talk, clutch the pet or fidget in a chair.<\/p>\n<p>A client\u2019s eyebrows can express emotions besides happiness. For example, a client who furrows the brow or raises one eyebrow might be confused, irritated, skeptical or disagreeable. Be sure to watch for such nonverbal communications, which can be fleeting.<\/p>\n<p>Team members who consciously interpret a pet owner\u2019s body language can make stronger connections, leading to greater <a href=\"https:\/\/todaysveterinarybusiness.com\/we-need-a-compliance-alliance\/\">client loyalty and compliance<\/a>. Being keenly aware of body language is only half the battle. The other half is knowing how to respond to nonverbal communication.<\/p>\n<h3>What Clients Aren\u2019t Saying<\/h3>\n<p>You\u2019ve undoubtedly seen clients whose nonverbal communication indicated they were irritated and in a hurry. For many team members, the response is to rush. Unfortunately, the reaction might not be perceived favorably and won\u2019t validate the pet owner\u2019s feelings. Moreover, mistakes can occur, and client education is likely to suffer.<\/p>\n<p>A more appropriate response is to be direct and say, \u201cMr. Taylor, I noticed you looking at your watch, and I know you\u2019ve been here awhile. Are you on a tight timetable?\u201d Assuming the client agrees, team members have an opportunity to convey compassion and problem-solve. An excellent response is, \u201cI\u2019m so sorry you had to wait. I know that is frustrating, and your time is valuable. Would it work better for you to leave Jake with us and pick him up later today after your next appointment?\u201d<\/p>\n<p>Since nonverbal communication is often more indicative of people\u2019s thoughts and feelings than what is said, verbally acknowledging body language is essential. For example, a client leaving a pet for surgery might not verbalize fear, but the emotion might be written all over the person\u2019s face. In this instance, a team member could say, \u201cI know you might be nervous. Rest assured, we will take great care of Ginger and call you when she is recovering from anesthesia.\u201d<\/p>\n<p>Nonverbal communication can be ambiguous, so try to avoid assuming what pet owners are thinking or feeling. Instead, don\u2019t be afraid to check in with clients about their emotions. One way to respond appropriately is to ask an open-ended question such as \u201cTell me how you\u2019re feeling about Jake\u2019s diagnosis?\u201d or \u201cWhat questions do you have about the next steps for Jake\u2019s treatment?\u201d Another way to uncover a client\u2019s feelings is to use reflective listening statements such as \u201cI\u2019m sensing you\u2019re concerned about Tigger\u2019s response to treatment\u201d or \u201cI imagine this is a lot to think about.\u201d These questions and statements generally encourage clients to open up about their feelings.<\/p>\n<p>Paying attention to clients\u2019 nonverbal communication and responding appropriately ultimately helps more pets get the care they deserve.<\/p>\n<hr \/>\n<h3><span style=\"color: #008000;\">KEEP YOUR DISTANCE<\/span><\/h3>\n<p>Proxemics is the study of spatial separation during human interaction. Researchers define the four zones as intimate (0 to 18 inches), personal (18 inches to 4 feet), social (4 to 12 feet) and public (more than 12 feet). According to Psychology Today, personal distance \u201cis generally reserved for significant others and friends\u201d and social space \u201cfor more formal interactions.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Pet owners can signal their thoughts and feelings through nonverbal communication.<\/p>\n","protected":false},"author":25,"featured_media":10567,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"iawp_total_views":0,"footnotes":""},"categories":[323],"tags":[],"class_list":["post-10566","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-august-september-2021","column-talk-the-talk","clinical_topics-client-communication"],"acf":{"hide_sidebar":false,"hide_sidebar_ad":false,"hide_all_ads":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.7 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The Unspoken Truth | Today&#039;s Veterinary Business<\/title>\n<meta name=\"description\" content=\"What are your clients not saying? 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