Building Rapport in Business

Building Rapport in Business

www.evolution-development.com

Strategies To Help Clients Relax. . .

And Help You To a Better Result

Martin Crump

Who are we?

Fiona

Martin


Martin

And a number of professional, highly skilled

Associates based around the UK


Martin

Where are we?

The Engine House Our Conference Room


What do we do?

We do two things:

We help individuals and organisations to maximise

their potential


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


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’


People Buy People

Are you more likely to buy from someone you like, or someone you don’t like?


Do You Have Any Friends?

What makes them friends?

Similar interests?

Similar Backgrounds?

Similar Sense of humour?

Similar beliefs and values?


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?


No Rapport Deep Rapport

Some Rapport

The Rapport Continuum


Levels of Rapport

OtherSelf

No rapport

Levels of Rapport


OtherSelf

Some rapport

Levels of Rapport


OtherSelf

Deep rapport


Pacing and Leading


If you want to understand someone – Walk a mile in their shoes

Pacing and Leading


Pace

Pace

Lead

Build Rapport

Demonstrate that you understand

to a win/win outcome

Environment

Behaviours

Capabilities

Beliefs and Values

Identity

Logical LevelsPurpose


Environment

Go and meet them

If you can’t – meet with them on neutral ground – similar environment

Create a familiar environment


7

3855

WordsWayBody Language

Behaviour


Mirror Neurons

Professor Marco Iacoboni,

- Parma

mirror neurons tie us not only to other people’s actions, but to their emotions as well.



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


Matching the ‘Way’

We naturally match accents

Consciously Match volume, rhythm, inflection, pace, pauses

38% of your message says: “I am like you”


Matching The Words


Is it a spade, or a person operated earth moving implement?

Good communicators use the appropriate vocabulary for the audience

Capabilities


Describe similarities in background and experiences

Explain how your services can meet their needs

Beliefs and Values


Elicit their beliefs and values

“What’s important to you about. . .”

Show your similarities

Identity


The hardest of all levels to match

Hopefully, rapport on the other levels will give the impression of similar identity

Purpose


Describe a sense of shared purpose

Create that feeling of ‘we both want the same things’

Group Rapport


Group Rapport


Start With Individuals

Get Everybody Doing The Same Thing At The

Same Time


Breaking Rapport


When would you want to break rapport?

To end a meeting perhaps?

Summary


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