1. Building Rapport and Connecting with Credibility by Dianne M. Durkin Loyalty Factor™, LLC dmdurkin@loyaltyfactor.com (603) 334-3401 Loyalty Factor TM, LLC

2. Dianne Durkin

3. Loyalty Factor TM, LLC Loyalty Factor, LLC

4. Loyalty Factor TM, LLC

5. Communication The Magic of Connecting with People

6. Loyalty Factor TM, LLC Communication The three components of face-to-face communications: Words... Voice (volume and pace)... Physiology...

7. Loyalty Factor TM, LLC Building Rapport Rapport: Feeling safe, comfortable and understood, a feeling of commonality, trust and respect.

8. Loyalty Factor TM, LLC Techniques in establishing rapport: Mirroring and pacing body language Matching and pacing voice elements Matching process verbs Building Rapport

9. Loyalty Factor TM, LLC Techniques in establishing rapport: Visual Cues Auditory Cues Feeling Cues Building Rapport

10. Loyalty Factor TM, LLC Exercise: Matching Process Words Building Rapport

11. Loyalty Factor TM, LLC NLP Communication Techniques Matching Key Words and Phrases Develops A State of Rapport

12. Loyalty Factor TM, LLC NLP Communication Techniques Key words and phrases represent the other person's criteria – what is important to them.

13. Loyalty Factor TM, LLC Building Rapport The ultimate rapport builder is working the solution or recommendation Enthusiasm and excitement are no replacement for finding reasonable and satisfactory solutions

14. Loyalty Factor TM, LLC Building Rapport Are there situations where rapport cannot be established? How do you handle these situations?

15. Loyalty Factor TM, LLC Face-to-Face Communications Points to consider: Handshake Visual Contact Facial Expressions Communication

16. Loyalty Factor TM, LLC Communication Face-to-Face Communications Points to consider: Posture Gestures and Movement Dress Proximity

17. Loyalty Factor TM, LLC Communication Points to consider: Accent or Dialect Pitch Vitality Quality Mannerisms Oral Communication

18. Loyalty Factor TM, LLC Communication Email as a Communication Tool How do you organize it? How do you ensure the credibility of your message? How do you communicate your emotions?

19. Loyalty Factor TM, LLC Exercise

20. Loyalty Factor TM, LLC Thank You! Thank You! Thank You!

21. Loyalty Factor TM, LLC The Power of MAGNETIC Leadership: It’s Time to Get R.E.A.L. By: Dianne Durkin The Loyalty Factor Building Employee, Customer and Brand Loyalty By: Dianne Michonski Durkin