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Nonverbal and verbal communication should complement one another. If their messages are contradictory, the receiver (client) will instinctively trust the nonverbal signs as the true message (Mehrabian 1981). For instance, a veterinarian might say that a pet needs dental treatment because of signs of advanced periodontal disease, but if they are shifting in their seat and not maintaining eye contact with the client, this will not be a credible recommendation.

Miscommunication is much more likely to occur when nonverbal communication is lacking (e.g., emails and telephone calls).

Increase sensitivity to clients' nonverbal cues. Reflecting them back to the client in a supportive way can help display empathy (e.g., “I can see that you are concerned about the safety of a general anesthetic for Monty, so may I explain how we reduce the risks?”). Empathy is a positive predictor of consultation outcomes, including client satisfaction and compliance (Beck et al. 2002).

Increase awareness of your own nonverbal cues, which can include eye contact, gaze, body posture, orientation toward client, gesturing, and nodding.

Sincere smiling and appropriate eye contact can enhance your communication and display of empathy. Smiling reduces stress, increases positivity, and is infectious – when clients smile back, they feel more positive themselves. Eye contact can indicate attention and sincerity, but inappropriate gazing may come across as being aggressive and can negatively impact the physician–patient interaction (Beck et al. 2002) (Figure 2.6).