30 Seconds to Leave a Lasting Impression

By Michelle Matura Hentzell

Did you know that impressions are made within 30 seconds of an interaction? Your front office staff is the first to interact with your patients or potential patients. That is why it is so important that your staff always projects a positive image whether in person or on the phone.
There are two forms of communication that could leave a positive or negative impression - verbal and non-verbal. Can you guess which is the most powerful? Believe it or not, it is the non-verbal communication. Let me break it down for you.

• 7% of the words we say have an effect on our communication
• 38% is the tone of voice that we use
• 55% in non-verbal communication – it is our body language that people notice not what they hear.

So, what is non-verbal communication? Non-verbal communication can be anything from facial expressions to body language. It is also important to know that gestures, signs and use of space may exhibit elements of non-verbal communication. This leaves the door open to misinterpretation especially when multicultural beliefs come into play.
There is a simple way to share important guidelines for better verbal and non-verbal communication….using your senses.

Sight

• When speaking to a patient, look them in the eye. Be sure not to stare.
• If you are listening, your eyes wandering around the room sends the non-verbal message that you are not interested in what the patient is saying.

Touch

• When you have people greet you with a hand shake or hug, pat you on the shoulder or back or nudge you, this gesture shows that the person that touches you accepts you. It also shows that you are interested to listen to what they are going to say.

Taste

• You will not be eating anything but when you are in social settings, you can practice your communication skills. Typically, these environments are more relaxed and you will be prepared when you are in a formal situation. Some things to think about:
  o Am I speaking to fast?
  o Do they understand I am listening?
  o Do they understand what I am saying?

Hear/Listen

• You need to listen to what the speaker is saying and sometimes you have to “hear” what they may not be saying.
• If you are not sure what they are saying, don’t be afraid to rephrase back and ask the question.

Additional tips will be shared in the coming weeks about the power of verbal and non-verbal communication. By integrating these tips into your office, you will have happier patients who may go out and refer you because they had such a positive experience.