(Bk Business) Carol Kinsey Goman Ph.D.-The Nonverbal Advantage_ Secrets and Science of Body Language at Work -Berrett-Koehler Publishers (2008)

Chapter 10: Selling Your Message without Saying a Word
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research findings about the doctor/patient relationship and
notice the similarities in your own line of work.
Patients report greater satisfaction when doctors
show nonverbal indicators of interest—such as leaning
forward, nodding and gesturing more, establishing
closer interpersonal distance, and spending less time
looking at charts.
A crucial point in the doctor/patient encounter is the
physician’s first greeting. Does the physician show personal
concern by offering a handshake, maintaining
eye contact, and giving a warm smile?
Patients think they have spent more time with a doctor
who sits down versus one who remains standing. That’s
because a sitting position communicates interest and
attentiveness to what the patient is saying, whereas a
standing position may give the impression of control
and an authoritative attitude.
Doctors who look at their watches, drum their fingers,
and look toward the door give the impression that
they’re in a hurry or don’t have time for the patient.
If a doctor shies away from the patient, doesn’t lean
toward the patient, or seems uncomfortable in the session,
the body language communicates a problem that
is sometimes not even stated.
Poor body language in emotionally charged situations
can lead to a breakdown in the doctor/patient
relationship.
It’s also interesting to note that doctors who are competent
with nonverbal communication have higher patient satisfaction
scores. They are rated as more caring. And, whether
you are a physician, salesperson, teacher, coach, negotiator,