handouts

• (Helpful Rapport Building Behaviors) If you are sitting then lean forward, towards the person you are talking to, with hands open and arms and legs uncrossed. This is open body languageand will help you and the person you are talking to feel more relaxed.
• (Helpful Rapport Building Behaviors) Look at the other person for approximately 60% of the time. Give plenty of eye-contact but be careful not to make them feel uncomfortable.
• (Helpful Rapport Building Behaviors) When listening, nod and make encouraging sounds and gestures.
• (Helpful Rapport Building Behaviors) Smile!
• (Helpful Rapport Building Behaviors) Use the other person’s name early in the conversation. This is not only seen as polite but will also reinforce the name in your mind so you are less likely to forget it!
• (Helpful Rapport Building Behaviors) Ask the other person open questions. Open questions require more than a yes or no answer.
• (Helpful Rapport Building Behaviors) Use feedback to summarize, reflect and clarify back to the other person what you think they have said. This gives opportunity for any misunderstandings to be rectified quickly
• (Helpful Rapport Building Behaviors) Talk about things that refer back to what the other person has said. Find links between common experiences.
• (Helpful Rapport Building Behaviors) Try to show empathy. Demonstrate that you can understand how the other person feels and can see things from their point of view. (See: What is Empathy? for more)
• (Helpful Rapport Building Behaviors) When in agreement with the other person, openly say so and say why
• (Helpful Rapport Building Behaviors) .Build on the other person’s ideas.
• (Helpful Rapport Building Behaviors) Be non-judgmental towards the other person. Let go of stereotypes and any preconceived ideas you may have about the person
• (Helpful Rapport Building Behaviors) If you have to disagree with the other person, give the reason first then say you disagree
• (Helpful Rapport Building Behaviors) Admit when you don’t know the answer or have made a mistake. Being honest is always the best tactic, acknowledging mistakes will help to build trust
• (Helpful Rapport Building Behaviors) Be genuine, with visual and verbal behaviors working together to maximize the impact of your communication
• (Helpful Rapport Building Behaviors) Offer a compliment, avoid criticism and be polite