Eye contact, a pause and the phone: what influences a client’s trust in an advocate

Glancing at a phone during a consultation, fidgeting, slumped shoulders, and speaking too quickly can give a client the impression that you are insecure or inattentive. To maintain a professional rapport, an advocate should be mindful of nonverbal cues, slow down their speech, and give the other person time to process what they’ve heard.

This topic was discussed during the webinar «An advocate’s image as a tool for professional trust: how appearance influences personal branding», organized by the UNBA NextGen in the Lviv region. The speaker was stylist and image consultant Olga Fliorko.

«Your body is your most valuable accessory. Even the perfect suit stops working if your body language says otherwise, because it speaks louder than words», - she noted. If a person speaks with confidence but slumps their shoulders, looks down, or constantly fidgets with their hands, the client is more likely to focus on these signals than on what is being said.

According to the expert, looking down can be perceived as a lack of confidence or a reluctance to make eye contact, so one’s gaze should be open and calm. At the same time, while thinking about a response, it’s acceptable to look away briefly.

Separately, O. Fliorko drew attention to the use of a phone during a meeting. If an advocate is distracted by the screen, the client may perceive this as a lack of respect. During negotiations, it’s best to put your phone on silent or set it aside, and to warn the client in advance about any potential urgent calls. «This way, you’ll show the client respect and make it clear that, at that moment, they are more important to you than other matters», - the image consultant explained.

Internal tension can be revealed by your hands: twirling a pen, touching your watch, adjusting your jacket, or playing with a ring. Calm hands, according to the speaker, are a sign of self-control.

How an advocate sits during a meeting also matters. Calm, unhurried movements create a sense of stability, whereas slumping into a chair, searching for a comfortable position or excessive fidgeting can signal inner tension.

Another factor is the pace of speech. Trying to speak without pauses does not help convey more information: the listener does not have time to process it and may leave the meeting feeling overwhelmed. Therefore, O. Fliorko advised speaking more slowly, clearly and using pauses.

According to the expert, nonverbal habits can be gradually corrected if you notice them and consciously control them. To get an outside perspective, she also advised asking a close friend or family member to describe your communication style in two or three words: this can reveal movements or habits that you yourself don’t notice.

«Style is the ability to say everything about yourself without uttering a single word. The moment you walk in, you’re already conveying who you are and how people will treat you. Body language and your movements work the same way», - concluded O. Fliorko.