Body language that builds rapport

Picture the scene: your other half has their arms folded, shoulders tensed, eyes down and tells you ‘I’m fine’.  

Do you believe them? Probably not.  

One of the reasons for that might be because, okay, it’s a bit of a cliché that we’re all familiar with.  

But the other reason (and why that the cliché rings true) is because the majority of the way we communicate isn’t about the words that we use.  

A famous study is often quoted as revealing that words only account for 7% of communication. 

The rest is made up of tone of voice and body language. But it is body language that holds the key, as it is said to account for 55% of how we communicate. 

While there has been some debate over the exact figures, it is unanimous that body language and non-verbal factors play the biggest role in communication. 

As dentists, we all know that communication is one of the best non-clinical skills we have for building rapport with patients. And this, in turn, diminishes the risk of complaints. 

All of which means that it’s important to understand body language and how you can use it to foster open, positive, rapport-building conversations with your patients 

Below are some top tips to help you do just that. 

Use open posture and gestures  

Sit or stand tall and relaxed, not stiff. Have your arms out to the sides or resting with palms up in your lap. This tells the other person that you’re not trying to hide away from them, which encourages a more trusting and open discussion. If you use hand gestures while talking, try expanding them outwards rather than closing them into your body and having your palms open and face up.  

This is so important when talking to patients about what they want to achieve and making sure they understand all of the options. Some patients may be shy or don’t feel they can raise questions with a clinician. But by creating as open and inviting an atmosphere as possible, you can help to break down those barriers. 

Match but don’t mimic their actions 

You will already do this without realising it. We all naturally tend to do this when talking to people who we like and get on well with; if the person we’re chatting to crosses their legs, the chances are we will also cross ours, and so on. It’s known as mirroring and studies have shown that it can dramatically increase rapport. When someone acts the same way as us, we feel ‘they are like me’ and that helps to establish a more personal connection. 

As a dentist you’re going to see a lot of patients, and you’re not necessarily going to find that kind of instant connection with every single one. For those times where conversation can feel a bit stilted, mirroring might just help to improve the flow and build more of a bond. But remember – keep it subtle, don’t copy everything they do immediately after they do it! 

Show your listening 

Everyone likes to feel listened to, and patients are no exception. Of course, there is a verbal way to show you’re listening – saying ‘mmhmm’, ‘I see’, etc. – but by its nature, listening is a non-verbal activity. However, there are still ways to show the speaker that you are actively listening to them. Eye contact is one of the most important ways to do this. Think about times when you may have been talking to someone and their eyes have started looking elsewhere…did you feel listened to? Probably not. So, maintain eye contact without it becoming a staring contest! 

Nodding along, tilting your head towards the speaker and even leaning in at times, are also ways to show that you are paying attention to what they are saying. And you want your patients to feel that they have been heard and understood, especially if for some reason something does go wrong down the line. If that happens and a patient feels that you weren’t really paying attention or interested in what they were saying or their needs or wants, they will be more likely to complain, or worse.  

Communication is one of the most important skills you need as a dentist, so remember your body is speaking volumes. Make sure it is saying the right thing.  

And don’t forget, register at I&I and you can quickly and easily compare dental indemnity policies for free.