BUILDINGRAPPORT

By:Akshay BejgamRonak Surana

Essentials of Rapport BuildingAcknowledgeAttendConnect

Acknowledge Greet, welcome and engage Appropriate closeness Use appropriate titles like “sir, madam,

Mr., etc.” Observe & possibly acknowledge

emotion or concern Show respect

Attend Welcome, seat and personally serve each

and everyone, if possible. Attend promptly and equally Use collaborative language Open, warm, relaxed body language,

slight lean forward, attentiveness Attentive, reflective listening to

substance, feelings, needs and interests. Show you understand

Mirroring

Connect Share commonalities (special food,

community, culture, sports, prayer, etc.) Soft eye contact, appropriate to the

culture, age and gender The power of touch, a handshake, hug,

gentle guiding touch Show sincere caring

Collaborative Language

Use “We” & “Us”, not “you” and “them” By agreeing to participate, we all agreed

to come with good intentions Options and packages, not positions and

bottom lines Colleague, not adversary or opponent Needs, hopes and dreams, not positions,

money & principles Goal: Create environment where “we” are

all looking for possible solutions

Importance of Congruity

Congruity means appropriate or correct Words, body language & tone Respectful, inclusive treatment Professional dress Calm and professional Sincere interest and desire to help Your deeds and actions

Components of Persuasive Communication

Percentage communicated through: Words (content of dialogue): 7% Vocal (tone and inflection) : 38% Body language (comfort, integrity,

sincerity of belief): 55%

Case Study - The Power of Touch

University of Philadelphia study Video of telephone booth with coin in

return slot When phone user is asked by actor who

says I think I left a coin, did you find it? 92%: no

With one variable changed, actor comes by with a gentle touch to shoulder, with same question- 88%: yes

CONTEXT BASED SPEAKING Context based speaking is what we

speak in specific situations. One must speak only what is required in

the situation. Context is the exact matter in a verbal

conversation. A person can start a conversation with a

small talk, but has to speak what is required – The context.

IN PROFESSIONAL SITUATIONS A teacher will talk about her subject,

syllabus, and teach the same. Except for a few other things, she will stick to her context.

A interviewee will only give his bio data, resume, and his part of speech for a job interview.