Anyone who works with animals, be they equestrians, farm hands, dog trainers, or vet technicians, knows the importance of at least a rudimentary knowledge of animal behavior. By studying body posture, ear position, body movement, and ocular and facial cues, we can glean a wealth of information about an animal’s energy level and attitude, which (should) influence how we interact with this particular animal. Why shouldn’t we also pay similar attention to a client’s nonverbal communication?
Last Thursday, everyone in our Clinical Skills group was shocked to discover that instead of handling the teaching mares during our equine block, we were instead having a lecture on “The Importance of Nonverbal Communication When Dealing with Clients.” The lecturer discussed how being an effective veterinarian was not as simple as being proficient in diagnosing and treating the problem—it also included being an effective communicator, and ensuring that clients, as well as patients, have a positive experience.
Good communication goes a long way in cementing the veterinarian-client bond, which plays a strong role in whether or not a client is satisfied with a vet visit. The lecturer explained how vet schools have realized this and are placing more emphasis on ensuring their students can effectively describe diagnoses and treatments in layman’s terms. But there’s even more to effective communication: Being able to read a client’s nonverbal cues can be crucial in determining if he or she truly understands, and supports, a proposed treatment plan.
The lecturer also commented on how human behavior isn’t all that different from animal behavior—that overt height differences or small interpersonal distances intimidate, while physical barriers and large interpersonal distances can impair communication and engagement. My favorite segment was when she quizzed us on human emotions, by showing us just peoples’ eyes and eyebrows.
It was an interesting lecture, one that I think will be very useful during both my clinical experience and summer technician shifts.
