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

2. 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

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

4. 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!

5. The Communication Process
Sender
Message
Channel
Receiver
Feedback

6. 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 *

7. Greeting Clients
Begin with a professional handshake and introduce yourself

8. 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

9. 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

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

11. 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 *

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

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

14. 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

15. 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

17. 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.

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

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

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

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

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

23. 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 *

24. 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..’ *

25. 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! *

26. 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. *

27. 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

28. 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

29. 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

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

31. 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.

32. 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