1. First impressions Part 4 Client interaction By Alicia McClenaghan DVN

2. Silent Message …… shhhh

3. First impressions  You never get a second chance to make a first impression.  It takes 7 seconds to make an impression and 2 hours to change it.

4. S E E B A L SEE  S: smile  E: eye contact  E: enthusiasm BAL  B: Body language  A: Acknowledge  L: listen

5. Non-verbal communication  93% of the meaning is transmitted non-verbally  7% in words  “You”  Why are these aspects of your demeanour important?  Emotion…………….  Spiritual…………….  Mental……………  Physical………………

6. Non-verbal communication  55% facial expression  38% vocal tone

7. Opening the conversation  Start with general conversation  E.g. weather, parking, animal  Why: puts the client at ease  Stressful taking pet to vets  NOT if obvious emergency!

8. Gathering information  Use open questions at first  E.g What has been happening with Scamp since we last saw him?  Allow the client to reply without interruption  Move to closed questions for specifics  Summarise

9. Pick up cues from client  Start with non- verbal cues  Listen carefully to what the client says  Owner says of diabetic dog:  “I worry that I hurt him when I give him the injections but I suppose he’s used to it by now”

10. First Impressions “Quick to be made hard to change” Summary