10229894 bstc -_building_instant_rapport

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AIESEC SingaporeBST Camp 2012

Session Title: CORPORATE RELATIONSHIP BUILDINGFacilitator: LOAN & MARK

NON-VERBAL COMMUNICATION

TOPICS

Non-verbal Cues• Interpreting• Implementing

Physical Appearance• Dress to Kill!

Mirroring Technique

Gesture is what we know without knowing why

RULE

Words7%

Tone38%Non-Verbal

55%

Repetition Contradiction Substitution

Complementing Accenting

Gesture is what we know without knowing why

ROLES OF NON-VERBAL CUES

Gesture is what we know without knowing why

SOME TYPES OF NON-VERBAL CUES

• Facial expressions

• Body movements

• Gestures

• Eye movement

• Touch

• Space

Gesture is what we know without knowing why

READING NON-VERBAL CUES

Squaring of the body

Eye movements

Touching of face

Setting up barriers

Repetitive actions

Gesture is what we know without knowing why

TAKE NOTE!

• Don’t find meaning in a single gesture (use at least 3!)

• Consider the context

• Remember cultural differences

• Know the person’s baseline

Gesture is what we know without knowing why

7 SECOND RULE

Gesture is what we know without knowing why

USING CUES TO YOUR BENEFIT

Warm up beforehand Stand tall

Smile

Eye contact Lean in Handshake

Gesture is what we know without knowing why

PHYSICAL APPEARANCE

Dress according to:

• Professionalism

• Organisational Image

• Client Perception (Do your research!)

Gesture is what we know without knowing why

MIRRORING

• To gain rapport subconsciously

• Look, act and sound like the person you’re conversing with

• Make them feel more relaxed, open up

• Gestures, movements, body language, tone, breathing, speech pattern, vocabulary, attitude etc.

• BE SUBTLE

• Delay movements, use crossover mirroring

Gesture is what we know without knowing why

EXAMPLES

The person:

• Crosses his legs

• Leans back

• Puts an arm on the table

• Uses big words

• Speaks softly

1. COMMUNICATION STYLES

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What’s his/her preferred mode of communication?

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Analytical Director

Amiable Socializer

Logical

Emotional

AssertiveNon-assertive

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The Analytical

What they are like…

Low pace, Logical

Good with numbers, analyses, processes, systems

Enjoys problem solving & in-depth conversation

Tend to be skeptical, slow in decision making

To charm them…

Use evidence, proof, facts, figures, documentation

Give them the time & space to analyze!

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The Director

What they are like…

Fast pace

Task oriented

Confident, strong willed

Make decisions quickly

Interested in results

Impatient

To charm them…

Be quick, straightforward, confident

Showcase performance/ results/ outcomes

Leave out the small details

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The Socializer

What they are like…

Fast pace

Tend to exaggerate & generalize

Enthusiastic, friendly, optimistic

Love attention, talkative

Poor attention to details

To charm them…

Acknowledge their self worth

Be exciting, upbeat, optimistic

Be ready to spend more time with them & go out of points

No boring facts & figures

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The Amiable

What they are like…

Slow pace, emotional, introverted

Casual & value relationships

Agreeable, supportive

Risk adverse

Cannot say “No”

To charm them…

Build rapport & connection

Refrain from being too excited, aggressive or enthusiastic

Provide reassurance that s/he is making a good decision

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2. UNDERSTANDING REPRESENTATIONAL SYSTEMS

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UNDERSTANDING REPRESENTATIONAL SYSTEMS

VISUAL

(SEE)

AUDITORY

(HEAR)

KINESTHETIC

(FEEL)

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UNDERSTANDING REPRESENTATIONAL SYSTEMS

AUDITORY

(HEAR)

• Representing in their minds with spoken words

• Use words such as “hear” “tone” “sounds good” “listen” “in tune”

What they’re like

• Moderate vocal rate• “I hear what you’re saying”• “How does this sound to you?”• “This sounds like a good idea, doesn’t it?”

How to build rapport with them

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UNDERSTANDING REPRESENTATIONAL SYSTEMS

VISUAL

(SEE)

• Speaking with pictures flashing in their minds

• Use words such as “see” “appear” “imagine” “look” “picture”

What they’re like

• Use pictures, diagrams, charts• “ I see what you mean”• “How do you envision success?”• “What does a great service look like to

you?”

How to build rapport with them

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UNDERSTANDING REPRESENTATIONAL SYSTEMS

KINESTHETIC

(FEEL)

• Representing things in their minds with feelings and sensations

• Use words such as “touch” “feel” “grasp” “hold”

What they’re like

• Speak slowly and calmly• “How do you sense that you are successful”• “What/How do you feel about this proposal?”

How to build rapport with them

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3. UNDERSTANDING “BRAIN FILTERS”

UNDERSTANDING “BRAIN FILTERS”

Away vs. Towards

Internal vs. External

Big Picture vs. Details

Necessity vs. Possibility

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