Have you ever wondered why certain dances are referred to as social dances? Rumba, Tango, Salsa and Foxtrot all rely on nonverbal communication to create a rapport between partners. Effective client communication is an integral component of becoming a Practice Champion. Although we’ve addressed client communication in past blogs, this month we’ll begin by addressing the nonverbal aspects of communicating the importance of preventive pet healthcare to clients because effective communication---whether it’s on the dance floor or in the office---is to a significant extent, nonverbal.
Ready, Set, Face Your Partner
When preparing to approach a client to discuss preventive pet healthcare, prior to uttering a single word, think like a dancer. While dancers practice their steps to improve muscle memory to achieve mastery, by familiarizing yourself with these nonverbal behaviors and their impact on the client, Practice Champions will be better prepared to employ them to enhance the Preventive Pet Healthcare conversation.
Face the client: Your posture should indicate that you are there for the client. If you are involved in an activity while simultaneously speaking to the client or if you are diverting your eyes to activity around you, you are constructing a barrier between you and the client.
Be open to the client: Although you may be open-minded and responsive to what the client is saying, your body position may give a different impression. Crossed arms and/or crossed legs may suggest to the client that you are opposed to what they are saying.
Maintain eye contact: When attempting to convey to a client the importance of preventive healthcare, few behavior are more off-putting than failing to look the client in the eye. When you don’t focus on the person you are speaking with, you risk appearing disinterested and insincere.
Relax: Ask a trusted colleague for feedback about how you present yourself to others. Do you exhibit nervous traits that may impede communication? If you roll your eyes, tap your foot, drum your fingers, it is critical that you banish these tics from your repertoire if your goal is to be a better communicator.
Focusing on the above-mentioned nonverbal behavior can have a significant impact on improving communication, but there are several other points to consider:
Avoid clichés: When you talk to a client about Preventive Pet Healthcare, make a conscious effort to not respond to their concerns with clichés. Make sure you are hearing what the client has to say and that your responses are directly related to any concerns voiced.
Be empathetic: If a client shares a concern do not repeat or parrot that concern. Compose a response that demonstrates that you understand and are processing their comment.
Maintain your composure: The client may not be understanding what you are saying and you may be frustrated. Better to give the client time to think about the conversation and revisit it later rather than to push too hard to make a point.
To further strengthen your communication skills and for more insights into how to promote Preventive Pet Healthcare in your practice, consider looking into the Partners for Health Pets Preventive Healthcare Certificate Program. The program consists of 10 Learning Units that highlight the tools and resources that are essential to effectively discussing the values and benefits of Preventive Pet Healthcare.
In the meantime, continue to practice your moves. Like any great dancer, practice makes perfect!
#ChampionsCorner