LAS VEGAS — Only 7 percent of what we say is actually heard — our bodies do the most important communicating without saying a word.
Body language is an effective tool for conveying a message, giving feedback, reading another’s emotions and getting people to like and trust us, says Shawn McVey, MA, MSW, with Innovative Veterinary Management Solutions in Phoenix.
“The use of body language is insight into other people’s minds,” he told attendees at Western Veterinary Conference.
Since actions literally speak louder than words, be aware of what you are saying, good and bad, to your clients.
To show confidence, authority and power:
But avoid arrogance and domination of clients and employees,which is interpreted through:
Nervousness can be detected by:
You show doubt or suspicion of a client by:
Also pay attention to your clients’ body language — it is the best indicator to how they respond to you and the information you are providing about their animal.
Clients show they feel receptive to ideas by:
They show hesitance or frustration by:
They may be hiding information or lying about something that is important to their pet’s care by:
Boredom is expressed through:
Anger exists when they:
They show the need for reassurance about recommendations by: