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The Art of Rapport
Steven Lipton M.Ed. LEHP, CP-FSPresident , Biotest Services Inc.
Vice President, Operations Quality, Scientific Device Laboratory Inc.
Pump handle
Western Greetings
• Shake hands• Look the person in the eye• Say “hello! I’m Steve”
Cognition & Framework
Cognition
Input
Processing
Output
Programming
<img alt="Presentations“ src="index_files/nav_present.jpg"> </a></br><ul><li><a href="compliance.php">Beyond Enforcement(NEHA 2007)</a></li><li><a href="kosher.php">Kosher and food safety (NEHA 2006)</a></li><li><a href="IEHA.php">Novel Cross Contamination (IEHA 2006)</a></li><li><a href="public_speaking.php">Bring Biotest to your next event</a></li></ul><a href="consult.php" title="Consulting Services“>
Cognition
Not The Same Response
Neuro-Linguistic Programming
Sub modalities and communication
Three Primary Senses for input
Visual Auditory
Kinesthetic
Visual- Auditory - Kinesthetic
• Preference for the seen• Pictures
Visual- Auditory - Kinesthetic
• Preference for the Heard• Sounds
Visual- Auditory - Kinesthetic
• Preference for Feeling• Touch and motion
Question 1
• If only three tables are left at a beachside restaurant, I’ll choose the table that offers
– a. A view of the ocean, but I can't hear the waves
– b. Sounds of the ocean but no view
– c. A cushy booth
Question 2
• When I have a problem– a. I look for
alternatives– b. I talk about the
problem– c. I rearrange the
details
Question 3
• I want my work space for my job or hobby to– a. Look good– b. Have rhythmic
sounds or music.– c. Feel
comfortable
Question 4
• When I describe a seminar I’ve just attended, I first– a. Describe how it
looked– b. Tell people how
it sounded– c. Convey the
feeling
Question 5
• In my spare time, I most enjoy – a. Watching TV or
going to the movies– b. Reading or
listening to music– c. Doing something
physical (crafts/gardening) or playing a sport
Question 6
• When I trying to convey "I understand" I am most likely to say:– a. I see– b. I hear you– c. I can handle
that
Question 7
• Of the following activities, I spend more time indulging in– a. Daydreaming– b. Listening to my
thoughts– c. Picking up on
my feelings
Question 8
• When someone is trying to convince me of something – a. I want to see
evidence or proof– b. I talk myself
through it– c. I trust my
intuition
Question 9
• I usually speak and think – a. Quickly– b. Moderately– c. Slowly
Question 10
• I normally breathe from – a. High in the
chest– b. Low in the
chest– c. My belly
Question 11
• When finding my way around an unfamiliar city I...– a. Use a map– b. Ask for
directions– c. Trust my
intuition
Question 12
• When I choose clothes, it is most important to me that I... – a. Look good– b. Make a
statement– c. Feel
comfortable
Question 13
• When I choose a restaurant, my main concern is that– a. The restaurant
looks impressive– b. I can hear
myself talk– c. I will be
comfortable
Question 14
• If I try to remember something I tend to look – a. Up– b. Sideways– c. Down
Add up the totals for A,B, and C
• A- Visual• B- Auditory• C- Kinesthetic
Boothman VAK inventory
Visual55%
Kinesthetic30%
Auditory15%
A- Visual B – Auditory C – Kinesthetic
Visual- Auditory - Kinesthetic
• “I see what you are saying”• Speak Quickly• Dress To impress• Eye Contact
Visual- Auditory - Kinesthetic
• “Sounds good”• Speaks Moderately• Makes a Statement with
clothes• Keeps ear clear
Visual- Auditory - Kinesthetic
• “I can handle that”• Speaks Slowly• Dresses for comfort and feel• Fidgeting • Demonstrations
Determining preferences
Visual
Auditory
Kinesthetic
Trying to listen or be listened to is not easy.
Let’s transfer listening to the other modalities.
Cleaning the Mirror
• Take partners• One person moves
his or her hand like they are cleaning a mirror, while the other person acts as the mirror of their hand.
Cleaning the Mirror
• Switch roles• Second person
moves his or her hand like they are cleaning a mirror, while the other person acts as the mirror of their hand.
Cleaning the Mirror
• Alternate being cleaner and mirror.
Cleaning the Mirror
• Debrief
Listening
• Partner 1 makes a statement.
• Partner 2 repeats.• Partner 2 makes a
statement• Partner 1 repeats.
Listening
• Partner 1 makes a statement.
• Partner 2 summarizes.
• Partner 2 makes a statement about partner 1’s statement
Visual- Auditory - Kinesthetic
• Example key words:– Focus blind
bright– Dull glow hide– Clear show
peek– View colorful reflect– Perspective– “I see what you are saying”
Visual- Auditory - Kinesthetic
• Example Key words:– Hear call
click– Discuss tone listen– in tune earshot note– Clash state
loud– “sounds good”
Visual- Auditory - Kinesthetic
Example Key words:– Grasp push
hunch– Hurt dig feel– Heated nail unravel– Squeeze touch
support– “I can handle that”
Listening
• Partner 1 makes a statement.
• Partner 2 summarized then makes a statement about partner 1’s statement, using VAK words.
Body Language
Body Language
Body Language
Body Language
Body Language
Body Language
Body Language
Body Language
Body Language
Body Language
Questions?
• Steven Lipton • Biotest Services• 411 East Jarvis Ave Des Plaines IL
60018
• [email protected]• [email protected]• Twitter: @Biotest• http://www.biotestservices.com/risk.php