How do you use nonverbal cues to build rapport with your clients?

Nonverbal communication is a powerful way to convey your message, emotions, and intentions to your clients. It can also help you build rapport, trust, and understanding with them, which are essential for successful organizational communication. In this article, you will learn how to use nonverbal cues effectively to enhance your client relationships.

1 Why nonverbal cues matter

Nonverbal cues are the signals that you send and receive through your body language, facial expressions, eye contact, gestures, tone of voice, and physical appearance. They can complement, reinforce, contradict, or substitute your verbal communication. Research shows that nonverbal cues can account for up to 93% of the meaning of a message, depending on the context and the channel. Therefore, paying attention to nonverbal cues can help you communicate more clearly, avoid misunderstandings, and show respect and empathy to your clients.

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Harry Weger

Assistant Director Nicholson School of Communication
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Please stop repeating this 93% of the meaning is nonverbal statistic, it is not true. Even Mehrabian says he didn't mean his research to be interpreted that way.

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2 How to use nonverbal cues to build rapport

Rapport is the feeling of connection, harmony, and mutual understanding that you establish with your clients. To build rapport, you need to use nonverbal cues that show interest, openness, and positivity. Maintaining appropriate eye contact can show that you are attentive, confident, and trustworthy. A genuine smile can convey warmth, friendliness, and enthusiasm. Open gestures can help you emphasize points and show that you are engaged, while closed gestures can be perceived as defensive or aggressive. Matching your tone of voice to your client's can create a sense of similarity and rapport. However, it is important to avoid staring or looking away too often, fake or forced smiles, too loud or too soft tones of voice, or too fast or too slow speaking. Find a balance that suits the culture and the situation of your client.

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Harry Weger

Assistant Director Nicholson School of Communication
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Define what you mean by "too fast/too slow" and "too soft/loud." This depends on the location, occasion, and audience.

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3 How to read nonverbal cues from your clients

Reading nonverbal cues from your clients is an important skill to help you understand their feelings, needs, and expectations. It also allows you to adjust your communication style and strategy to suit them better. To read nonverbal cues, observe the whole picture, including the verbal message, the nonverbal cues, the environment, and your relationship with your client. Interpret the cues carefully, using your knowledge, experience, and intuition. You can also ask questions to clarify any ambiguity or confusion. Respond to the cues appropriately - use your own nonverbal cues and verbal communication to show attentiveness and empathy. You can also mirror or match some of their cues, as long as it is natural and respectful.

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Rich Cruz

Certified Organizational Development (OD) & Change Leader | L&D Specialist | Talent Optimization ExpertSystems & Staff Integrator & Advisor | Certified Management Consultant | Communications Expert
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While words matter, pay attention to the nonverbal cues of your clients. Their facial expressions, posture, gestures, movements, degree of eye contact, interaction with artifacts in the room, and their proximity to you can provide insight into how effectively you communicate with them. When clients cross their arms, avoid eye contact, turn their bodies away, or fidget with objects, you may have made them uncomfortable with your words or actions. Avoid counterproductive nonverbal communication by regaining eye contact in a non-threatening manner and a sense of understanding in your visage. Demonstrate that you empathize by keeping your arms unfolded and in an open body position. Sit alongside or at an angled position to welcome talk.

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4 How to improve your nonverbal communication skills

Nonverbal communication skills are not something we are born with or cannot be changed. As such, they can be developed and honed with practice and feedback. To improve your nonverbal communication skills, you need to be aware, intentional, and consistent. Being aware of your own nonverbal cues is the first step, as it allows you to understand how they are affecting your clients. Additionally, being intentional with your nonverbal cues is important, as it helps you support your communication goals. Finally, being consistent with your nonverbal cues is essential for conveying your message and personality effectively. Nonverbal communication plays an important role in organizational communication and can help you build strong relationships with clients and achieve your communication objectives.

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Jeff Bettinger

CHRO 3x | Talent Acquisition Expert | Transformation & Culutre Leader | M&A, IPOs, PE, | DEIB | Certified Executive Coach | Multi-unit Franchise Owner | Best Selling Author | Vulnerable | Authentic | Family > Work
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Nonverbal communication skills are not innate abilities but rather learned behaviors that can be improved with practice and feedback. Awareness of your nonverbal cues and how they affect your communication with clients is crucial. Intentionally using nonverbal cues to support your communication goals is also essential. Consistency in nonverbal communication is vital to building solid client relationships and effectively conveying your message. Nonverbal communication plays a significant role in organizational communication and should be given the attention and effort it deserves. Your advice is actually sound, and I really appreciate the importance of nonverbal communication skills in achieving communication objectives.

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Rich Cruz

Certified Organizational Development (OD) & Change Leader | L&D Specialist | Talent Optimization ExpertSystems & Staff Integrator & Advisor | Certified Management Consultant | Communications Expert
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Reading books, taking courses, and watching videos on nonverbal communication with a growth mindset and an openness to learning can build the knowledge to understand the impact of nonverbal cues and how to leverage them in conversation. To develop skills, find a coach who can help you to run through scenarios and train appropriate reactions to specific stimuli. That knowledge and those skills become more innate abilities when you practice both in simulation with your coach and in your interactions with people on the job. Reinforcement through on-the-job training, coaching, rewards, and practice solidifies appropriate nonverbal responses to others' behaviors.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Margaret King-Bolar

Contract Manager
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I think awareness and response may be developed by being tuned to your Emotional Intelligence quota. Taking the time to develop this skill can greatly help you be attuned to the nonverbal cues you receiving and how to measure your response.

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How do you use nonverbal cues to build rapport with your clients?

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1 Why nonverbal cues matter

2 How to use nonverbal cues to build rapport

3 How to read nonverbal cues from your clients

4 How to improve your nonverbal communication skills

5 Here’s what else to consider

Organizational Communication

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