Make the First 3 Minutes Count: Psychology of Participant Perception

Will, EnableUs Community

Hey everyone, welcome back to The EnableUs Community Podcast! I’m Will, and I’m here with Winter. Today, we’re talking about something that I reckon gets overlooked a fair bit—those first three minutes when you meet a new NDIS participant. Winter, you ever notice how quickly people make up their minds about you?

Winter, EnableUs Community

Oh, absolutely. I mean, it’s wild, right? There’s research that says it can take just seven seconds for someone to form an opinion. Seven! That’s barely enough time to say hello and remember their name. And in the NDIS space, those first moments are even more loaded because, well, a lot of participants have had some pretty tough experiences before they meet us.

Will, EnableUs Community

Yeah, exactly. I remember my first ever Zoom call with a participant. I was so nervous, I kept fiddling with my pen and, honestly, I probably looked like I was about to bolt. I didn’t realize at the time, but even on camera, your body language totally comes through. The participant was super quiet at first, and I only twigged later that maybe I hadn’t made them feel safe or, you know, really seen.

Winter, EnableUs Community

That’s such a good point. And it’s not just about being polite or professional. For a lot of participants, those first few minutes are about figuring out—am I safe with this person? Are they actually going to listen to me, or is this just another tick-the-box thing? There’s a lot of history and sometimes trauma that comes into the room, even if you can’t see it.

Will, EnableUs Community

Yeah, and I think that’s why it’s so important to be intentional right from the start. Like, you’re not just selling your service, you’re showing them—hey, I respect you, I’m here for you, and you can trust me. If you get that wrong, it’s really hard to come back from it.

Winter, EnableUs Community

So, let’s talk about what people are actually picking up on in those first few minutes. There’s these five subconscious cues—warmth, competence, respect, clarity, and safety. If you can nail those, you’re already halfway to building trust.

Will, EnableUs Community

Yeah, and it’s not just what you say, it’s how you say it. Like, your tone of voice—if you sound rushed or distracted, people pick up on that straight away. Or if you use a bunch of jargon, it can make someone feel like they’re not in the loop, or worse, like you’re talking down to them.

Winter, EnableUs Community

Totally. And then there’s body language—even on the phone, you can tell if someone’s smiling or if they’re just going through the motions. I always try to match the participant’s communication style. If they’re quiet, I slow down and give them space. If they’re chatty, I let them lead a bit. It’s kind of like what we talked about in that episode on discovery calls—active listening and matching energy really matter.

Will, EnableUs Community

Yeah, and I think sometimes people get caught up trying to sound super professional, but it can come off as cold. Like, you want to be confident, but not robotic. I’ve definitely made that mistake—trying to be all formal and then realizing I just sounded stiff. It’s a balance, right?

Winter, EnableUs Community

Exactly. And clarity is huge. If someone doesn’t understand what’s happening, they’re not going to feel safe. So, explaining things in plain language, checking in if they’re following, that all helps. And honestly, just being present—putting your phone away, making eye contact if you’re in person, or just really listening—those little things add up.

Will, EnableUs Community

Alright, so let’s get practical. What can people actually do in those first three minutes to make a strong start? For me, it’s all about being present. Like, don’t rush in, don’t be distracted. Use their name, smile, and just show them you’re there for them. Even if you’re having a rough day, you gotta leave that at the door.

Winter, EnableUs Community

Yeah, and I always try to lead with reassurance. Something like, “You’re in control of how we work together.” It’s simple, but it puts people at ease. And then, get the tone right—friendly, but not too casual, professional, but not stiff. It’s a bit of a dance, but people really do mirror your energy.

Will, EnableUs Community

And don’t forget to explain what’s going to happen next. Like, “Here’s what we’ll cover today, and you can ask questions whenever you want.” It takes away that uncertainty, which is massive for building trust.

Winter, EnableUs Community

Absolutely. And matching their communication style—if they’re reserved, don’t bombard them with questions. If they’re curious, give them space to ask. But you know what really trips people up? Being late, or looking unprepared. Or, honestly, just talking over someone. I’ve seen it happen, and it shuts people down so fast.

Will, EnableUs Community

Yeah, I’ve been guilty of that—jumping in too quick because I thought I knew what they were going to say. It never goes well. You gotta listen, not just wait for your turn to talk.

Winter, EnableUs Community

I had this one participant who was super skeptical at first—arms crossed, barely said a word. But I just stuck to being prepared, really listened, and made sure to check in with her about what she wanted. By the end, she was actually laughing and sharing her story. She ended up referring two friends to us. It just shows, if you get those first minutes right, you can turn things around completely.

Will, EnableUs Community

That’s such a good example. And I guess, just to wrap up, those first three minutes aren’t about being perfect—they’re about being real, being present, and showing you care. If you mess it up, it’s hard to fix, but if you get it right, you’re setting up a partnership, not just a transaction.

Winter, EnableUs Community

Couldn’t agree more. Alright, that’s it for today’s episode. Thanks for tuning in, and we’ll catch you next time on Finding Participants. See you, Will!

Will, EnableUs Community

Thanks Winter, and thanks everyone for listening. Take care and see you next episode!