You only get one chance to make a good first impression!! Client Communication You only get one chance to make a good first impression!!

Objectives Describe why first impressions are important Describe how to make a good first impression Describe the communication process Demonstrate a professional handshake Describe forms of nonverbal communication Identify positive and negative body language cues Describe how to communicate with difficult clients

First Impressions Think Think about an experience you’ve had that your immediate first impression was either horrible or fantastic What did you do?

Who are our Clients? Owners(clients) Patients On the phone, in person Friends and family through the client Word of mouth Patients Classmates, Teachers, Administrators We spend more time with each other than the clients, the patient’s or sometimes our family!

The Communication Process Sender Message Channel Receiver Feedback

Actions Can Speak Louder Than Words 55% of what we discern from others comes from body language 38% comes from tone of voice 7% comes from words that are said *

Greeting Clients Begin with a professional handshake and introduce yourself

Professional Handshakes Firm, but not crushing Hand should be sideways with thumb facing up Don’t hold your hand flat; professionals will find this unprofessional and some women will be offended Don’t shake for too long Enough time to introduce yourself

Handshake Practice Form two single file lines You will introduce yourself and shake the hand of the person directly across from you When finished move one person to your right

Nonverbal Communications 58% of what the receiver gets from your message Body language and expressions Mannerisms and gestures that express feelings

Sit or stand at the client’s level Open gestures Don’t cross legs and arms Lean in Shows you are attentive Eye contact Your attention is focused on the other person Relaxed posture You are relaxed and confident O *

Body Language Be aware of facial expressions…Smile! Our face is the most expressive part of our body Remember your “Poker face” *

Positive Body Language Nod Make eye contact Lean slightly forward Open gestures Relaxed Appear interested and ready to listen

Positive Body Language Have you ever found yourself mimicking body posture, hand positions, etc. as the person you’re speaking with? This is a good thing If you don’t practice trying to do this but don’t be obvious

Negative Body Language Nodding too much Staring Don’t cross into their personal space keep at least an arm’s length between you and the person Crossed arms= no no Say yes to open gestures Not too stiff, not slouching Don’t get easily distracted

Body Language Practice Working in pairs you will choose who will be the VA and who will be the client VA introduce yourself and ask the client to tell you about the most interesting vacation they have ever been on -Practice your positive body language cues Client be ready to offer constructive criticism to your partner Florence stopped here.

Verbal Communication Spoken words Must be able to clearly and accurately speak to other veterinary staff members and clients

Tone of Voice Monotone I am bored, disinterested and don’t care about you. *

Tone of Voice Slow and low pitch I am depressed and don’t care about my job.

Tone of Voice Abrupt and very loud I am angry, busy, and don’t have time to listen to you.

Tone of Voice Even pitched and empathetic I am interested in what you are saying and eager to help you.

Attentive Listening Also known as “mindful listening” or “deep listening” Listen without interrupting remember it is impossible to speak and listen at the same time Ask open ended questions Use verbal encouragers such as go on, uh-huh, I see, tell me more about that Attention is focused solely on the speaker *

Choose Your Words Use concise, easily understood comments, questions, and diagnosis Periodically summarize to verify your understanding of what the client has stated. ‘Can I just check if I understood you correctly – let me know if I’ve missed something..’ *

Choose Your Words Ask open ended questions Again, use verbal encouragers such as go on, uh-huh, I see, tell me more about that….. Focus on what the client is saying! *

Empathy Empathy requires listening. If you are empathetic you will maximize your ability to gather accurate and objective data about client’s thoughts and feelings. *

Common Courtesies Good manners Good Speaking Be friendly and helpful Offer assistance Make the visit pleasant Keep on task Keep on time Be accurate Smile Be patient Good Speaking Good morning Please Thank you You’re welcome No swearing! Choose your words carefully

Communicating With Difficult Clients Observe when a person is becoming upset Remain calm Ask for an explanation of what happened Use courtesy and respect Provide clear, concise explanations Minimize interruptions Don’t place blame or argue

Communicating With Difficult Clients Remain objective, don’t judge Don’t take anything said personally QTIP Find a neutral party to offer resolution Communicate with the veterinarian or your hospital manager

Gossip is contagious, rise above it!! No Gossiping Gossip is contagious, rise above it!!

Making Promises Don’t make a promise unless you are absolutely certain you can keep it Ex: Don’t worry Mrs. Jones, this procedure is routine nothing will go wrong. Ex: Ok Mrs. Smith, this nail trim will take about five minutes. Follow through on your promises Ex: always return calls you promised to make.

Sell Me Something Working in pairs Take turns being the client and the VA Clients please display neutral behavior Assistant: using positive body language convince the client that your pen is something they just have to have The pen costs $5000 Clients: give your partner feedback on their performance