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 Most of what you say isn't verbal - it's physical. So stop missing clients' silent statements by paying closer attention to their actions. You'll improve compliance and build a stronger bond.
Wouldn't it be wonderful if you could read clients' minds?
Then you'd know why they refused a certain treatment or failed to comply with the recommended at-home care. You'd be able to help clients keep their pets healthier, and you'd make your job more enjoyable and your practice more successful to boot.
Believe it or not, it's possible to learn clients' thoughts without even talking to them. (Pssst. It's possible to do the same with co-workers, too.) How? By paying attention to their body language, which is the gestures and expressions that make up the unspoken portion of your interactions. For example, if a client says she gave the medication every day, but she's blinking rapidly, crossing her arms, and tapping her foot, she might be fibbing. By analysing her body language, you can get at the truth - and reinforce the importance of administering the antibiotic.
Before you dismiss this idea, listen to this statistic: Just 14 percent of communication is through words, and 7 percent is through intonation. The other 79 percent is body language. Think about it. We watch physical signs in pets. We know what it means when dogs tuck their tails between their legs or roll over on their backs and put their paws in the air.
So the old saying that actions speak louder than words turns out to be true. As a result, the ability to control your own body language and interpret the bodily signs of others is what separates the men from the boys and the women from the girls. That skill, which allows you to effectively communicate, will get you moving on up the pay scale and net you a management position, if that's what you want. When you master the art of when to make eye contact or when to touch your face, you'll be able to get your message across, receive positive feedback, influence situations, and read other people's emotional currents - even when words aren't exchanged.
Even though body language involves spontaneous reactions, controlling and reading it aren't talents that come naturally. You must work at it. This chart below explains how to read eight different physical signals so you can start hearing what people aren't saying.
Signals
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Receptive
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Palms flat on the counter - like an exam room table or the front desk - or open if there isn't a counter.
Legs spread out from one another.
Face frequently breaks out into smiles
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When clients exhibit these traits, you know they're listening to and accepting your recommendations. You're on the right communication track, so keep it up.
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Signals
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Contemplative
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Hands stroking chin
Fingers playing with a watch or rings or fiddling with glasses
Fingers pinching the nose (people doing this will look like they're in deep thought - and they are)
Head is down and hands are behind the back, especially while walking
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Clients are facing a tough decision - whether to agree to a pricey procedure or opt for euthanasia - might be indecisive. Help talk them through their options when you see these actions.
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Signals
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Bored
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Head resting on the palm
Eyes staring at a blank space and not blinking
Fingers clicking a pet nonstop
Incessant yawning (people can't suppress yawns, so this is a tell-tale sign you're not connecting with clients)
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Seeing a glazed look or other bored signals? You've lost clients with your complicated home-car instructions. It's time to quickly wrap up your conversation or try a different approach.
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Signals
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Doubtful
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Chewing a pen
Fingers squeezing the palm of the opposite hand
Biting nails
Hand touching the throat
Hand rubbing the small of the back
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Clients want to take the best care of their pets, but they're not always confident they're doing what they should. If you see these actions, give them some reassurance.
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Signals
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Authoritative
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Eyes maintaining contact with yours and never looking below your mouth
Sitting reverse in a chair straddling it
Firm handshake with fingers pointed downward
Leaning back with both hands supporting the head
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If clients show these signs, they're getting in a power play with you. Subtly mirror their actions, maintain eye contact, and be firm rather than timid. Soon you'll find common ground so you can work toward a solution.
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Signals
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Nervous
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Arms crossed gripping the biceps
Legs crossed while standing
Frequent throat clearing
Evasive eyes (When people look down and to the left, they're interested. If they look away, they don't want to talk to you.)
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Difficult situations, like offering emergency care, are nerve wracking for you and for pet owners. When you encounter uneasy clients exhibiting these signs, try to calm their fears.
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Signals
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Angry
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One hand is clutching the elbow
Eyes blinking incessantly
Kicking dust in the air (It sounds funny, but people do this subconsciously.)
Gripping an edge - like the reception desk counter - with fingers
Fists clenched
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Most clients will try to hide their anger, but when these signs show themselves, you'll know they're close to blowing up. Work to defuse the tension.
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Signals
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Lying
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Constantly swallowing or clearing the throat
Trying to avoid eye contact of any kind
Eyes looking somewhere else or glancing at you from the corners
Tongue sticking out to moisten the lips
Blinking rapidly
Fingers constantly touching the face, especially the ears, nose, and mouth.
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Did you just ask a client about how the diet trail is working? If they show these specific signs, you're about to bust him or her for not complying. Be understanding and try to get to the bottom of why the client didn't follow through.
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Source: Jan 1, 2009 By Shawn G. McVey, MA, MSW FIRSTLINE
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