Which behavior might indicate to clients that a staff member is untrustworthy?

Lack of eye contact during conversations can indicate to clients that a staff member is untrustworthy for several reasons. Eye contact is a fundamental part of effective communication and is often associated with confidence, openness, and honesty. When a staff member avoids eye contact, it may give the impression that they are hiding something or aren’t fully engaged in the conversation. Clients often interpret this behavior as a lack of sincerity or transparency, which can lead to suspicions about the staff member's credibility and intentions.

In contrast, behaviors such as answering questions thoroughly, smiling, and making friendly gestures are typically indicators of a trustworthy and approachable demeanor. These actions foster a sense of connection and reliability with clients, enhancing their confidence in the staff member’s capability and integrity. Additionally, asking how they can help shows a willingness to assist and engage positively, further reinforcing trust.