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Building Rapport in Business

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The importance of building rapport with customers, colleagues and suppliers - and how to do it successfully

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Building Rapport in BusinessStrategies To Help Clients Relax. . .And Help You To a Better Resultwww.evolution-development.com
Martin Crump
Who are we?FionaMartinwww.evolution-development.com
And a number of professional, highly skilled Associates based around the UKMartinwww.evolution-development.com
Where are we?MartinThe Engine HouseOur Conference Roomwww.evolution-development.com
What do we do?We do two things:We help individuals and organisations to maximise their potentialwww.evolution-development.com
We do this in three ways:1. We work strategically with senior teams2. We run workshops for groups3. We work one-to-one with individualswww.evolution-development.com
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’www.evolution-development.com
People Buy PeopleAre you more likely to buy from someone you like, or someone you don’t like?www.evolution-development.com
Do You Have Any Friends?What makes them friends?Similar interests?Similar Backgrounds?Similar Sense of humour?Similar beliefs and values?www.evolution-development.com
We Like People Who Are Like Us!So it is easier to sell to people who are like us – we naturally have a rapport.The problem is, we are not like everyone in the worldSo how do we build rapport with people we are NOT like?www.evolution-development.com
Deep RapportNo RapportSome RapportThe Rapport ContinuumLevels of Rapportwww.evolution-development.com
OtherSelf No rapportLevels of Rapportwww.evolution-development.com
OtherSelf Some rapportLevels of Rapportwww.evolution-development.com
OtherSelfDeep rapportwww.evolution-development.com
Pacing and LeadingIf you want to understand someone – Walk a mile in their shoeswww.evolution-development.com
Pacing and LeadingPaceBuild RapportPaceDemonstrate that you understandLeadto a win/win outcomewww.evolution-development.com
IdentityBeliefs and ValuesCapabilitiesBehavioursEnvironmentLogical LevelsPurposewww.evolution-development.com
EnvironmentGo and meet themIf you can’t – meet with them on neutral ground – similar environmentCreate a familiar environmentwww.evolution-development.com
Behaviourwww.evolution-development.com
Mirror NeuronsProfessor Marco Iacoboni,- Parmamirror neurons tie us not only to other people’s actions,but to their emotions as well.www.evolution-development.com
www.evolution-development.com
Matching Body Language55% 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 sayAvoid matching nervous twitchesAvoid waving your arms around when you are listeningUse their gestures when it is your turn to speakwww.evolution-development.com
Matching the ‘Way’We naturally match accentsConsciously Match volume, rhythm, inflection, pace, pauses38% of your message says: “I am like you”www.evolution-development.com
Matching The WordsIs it a spade, or a person operated earth moving implement?Good communicators use the appropriate vocabulary for the audiencewww.evolution-development.com
CapabilitiesDescribe similarities in background and experiences Explain how your services can meet their needswww.evolution-development.com
Beliefs and ValuesElicit their beliefs and values“What’s important to you about. . .”Show your similaritieswww.evolution-development.com
IdentityThe hardest of all levels to matchHopefully, rapport on the other levels will give the impression of similar identitywww.evolution-development.com
PurposeDescribe a sense of shared purposeCreate that feeling of ‘we both want the same things’www.evolution-development.com
Group Rapportwww.evolution-development.com
Group RapportStart With IndividualsGet Everybody Doing The Same Thing At The Same Timewww.evolution-development.com
www.evolution-development.com
Breaking RapportWhen would you want to break rapport?To end a meeting perhaps?www.evolution-development.com
SummaryRapport is CrucialPeople Buy PeoplePeople Like People Like ThemIf You Are Not Like Them – You can Be Like ThemPace Pace Leadwww.evolution-development.com
Building Rapport in Business

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