BUILDING

RAPPORT
By:
Akshay Bejgam
Ronak Surana
Essentials of Rapport Building
Acknowledge
Attend
Connect

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.