Communication

Verbal and Nonverbal Communication During the OFFICE Call

Excerpted with permission from Exam Room Communication for Veterinarians: The Science and Art of Conversing with Clients (AAHA Press). © 2011 by Jon Klingborg. To order, visit aaha.org/store.

Communication is typically divided into two main components: verbal and nonverbal. Simply stated, verbal communication is all about what is said out loud and focuses on the what and how of information that is shared, including not just the words but also the tone, warmth, and use of silence. Nonverbal communication consists of all the other stuff: body language, physical distance, gestures, facial expressions, and so on.Separating verbal and nonverbal communication is...