Transcript First impressions

First impressions
Part 4 Client interaction
By Alicia McClenaghan DVN
Silent Message…… shhhh
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.
SEE BAL
SEE
 S: smile
 E: eye contact
 E: enthusiasm
BAL
 B: Body language
 A: Acknowledge
 L: listen
Non-verbal communication
 “You”
 93% of the meaning is
transmitted non-verbally
 7% in words
 Why are these aspects
of your demeanour
important?
 Emotion…………….
 Spiritual…………….
 Mental……………
 Physical………………
Non-verbal communication
 55% facial expression
 38% vocal tone
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!
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
Pick up cues from client
 Start with nonverbal 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”
First Impressions
“Quick to be made hard to change”
Summary