We know what the term “body language” refers to, but do you know just how much we use body language?
When handling clients, your actions speak louder than words.
If you want to show power, confidence, and authority remember these tips:
- Use a slow paced easy tone of voice when speaking
- Use a low pitched voice or an otherwise soft pitch
- Leaning back in your chair supporting your head with your hands
- When you swing your arms in a forceful manner while walking solidly
- Maintaining eye contact, making certain that you don’t look below that person’s mouth
- Placing the fingertips but not your hands together while speaking
The way to avoid domination and arrogance when dealing with employees and clients:
- Don’t intentionally elevate yourself above others
- (Men) Don’t sit forward with legs splayed
When dealing with clients, you can usually find out everything that you need to know not by listening to their words so much as speech pattern and body language. Be careful that your own body language doesn’t give you away.
Detect a client’s nervousness by:
- When the handshake is loose or too quick
- Tapping of their feet
- Clenching and unclenching of their fists
- Crossed legs while standing
If you suspect that the client is lying or withholding information:
- They blink a lot
- Clear their throat or swallow repeatedly
- Avoid most eye contact
- Keep their hands buried in their pockets
These movements show your suspicion or doubt of the client:
- Touching the nose
- Arms across chest
- Clutching eyes or rubbing them too much
- Glancing away or down
If you pay close enough attention, you can also find out how your client is feeling about the information that you are giving them.
If they are feeling positive about your ideas, they will:
- Smile a lot
- Have unclenched hands
- Hands may be flat on a table top
Frustration is displayed by:
- The bridge of the nose will often be pinched between fingers
- Playing with jewelry
- Scratching or rubbing the back of the neck
The client is bored when they:
- Become restless or yawn
- Cross and uncross their legs
- Using their hands to support their head
- Pull on their ears
Laura W. Anderson is the founder and president of Veterinary Career Services.
After significant research in the veterinary job market, Laura saw the need for recruitment services specializing in the veterinary industry and founded VCS in January 1998, with the primary goal of assisting veterinary practice owners in their hiring needs.
Laura holds a Masters of Business Administration from Boston College and a Bachelor of Arts degree from the University of North Carolina at Chapel Hill.
Feel free to contact me with any questions you may have! I look forward to hearing from you.