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The importance of building rapport with customers, colleagues and suppliers - and how to do it successfully
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Building Rapport in Business
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Strategies To Help Clients Relax. . .
And Help You To a Better Result
Martin Crump
Who are we?
Fiona
Martin
www.evolution-development.com
Martin
And a number of professional, highly skilled
Associates based around the UK
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Martin
Where are we?
The Engine House Our Conference Room
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What do we do?
We do two things:
We help individuals and organisations to maximise
their potential
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We do this in three ways:
1. We work strategically with senior teams
2. We run workshops for groups
3. We work one-to-one with individuals
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What is Rapport?The Concise Oxford English
Dictionary defines rapport as:
“A Close and harmonious relationship in which there is a
common understanding”
The Key word is ‘relationship’
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People Buy People
Are you more likely to buy from someone you like, or someone you don’t like?
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Do You Have Any Friends?
What makes them friends?
Similar interests?
Similar Backgrounds?
Similar Sense of humour?
Similar beliefs and values?
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We Like People Who Are Like Us!
The problem is, we are not like everyone in the world
So it is easier to sell to people who are like us – we naturally have a rapport.
So how do we build rapport with people we are NOT like?
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No Rapport Deep Rapport
Some Rapport
The Rapport Continuum
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Levels of Rapport
OtherSelf
No rapport
Levels of Rapport
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OtherSelf
Some rapport
Levels of Rapport
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OtherSelf
Deep rapport
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Pacing and Leading
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If you want to understand someone – Walk a mile in their shoes
Pacing and Leading
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Pace
Pace
Lead
Build Rapport
Demonstrate that you understand
to a win/win outcome
Environment
Behaviours
Capabilities
Beliefs and Values
Identity
Logical LevelsPurpose
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Environment
Go and meet them
If you can’t – meet with them on neutral ground – similar environment
Create a familiar environment
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7
3855
WordsWayBody Language
Behaviour
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Mirror Neurons
Professor Marco Iacoboni,
- Parma
mirror neurons tie us not only to other people’s actions, but to their emotions as well.
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Matching Body Language
55% of your message says: “ I am like you”
If you are like me, I will like you and I’m more likely to listen to what you say
Avoid matching nervous twitches
Avoid waving your arms around when you are listening
Use their gestures when it is your turn to speak
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Matching the ‘Way’
We naturally match accents
Consciously Match volume, rhythm, inflection, pace, pauses
38% of your message says: “I am like you”
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Matching The Words
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Is it a spade, or a person operated earth moving implement?
Good communicators use the appropriate vocabulary for the audience
Capabilities
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Describe similarities in background and experiences
Explain how your services can meet their needs
Beliefs and Values
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Elicit their beliefs and values
“What’s important to you about. . .”
Show your similarities
Identity
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The hardest of all levels to match
Hopefully, rapport on the other levels will give the impression of similar identity
Purpose
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Describe a sense of shared purpose
Create that feeling of ‘we both want the same things’
Group Rapport
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Group Rapport
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Start With Individuals
Get Everybody Doing The Same Thing At The
Same Time
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Breaking Rapport
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When would you want to break rapport?
To end a meeting perhaps?
Summary
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People Buy People
Rapport is Crucial
People Like People Like Them
Pace Pace Lead
If You Are Not Like Them – You can Be Like Them