First impressions Part 4 Client interaction By Alicia McClenaghan DVN.
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Transcript of First impressions Part 4 Client interaction By Alicia McClenaghan DVN.
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.
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………………
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 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”