1. The key to good communication J. O'Connor & A. Lages Adapted by M. Doe
Building Rapport
The key to good communication
J. O'Connor & A. Lages
Adapted by M. Doe

2. What is Rapport?
Rapport is a relationship of mutual respect, responsiveness and influence
It is an ongoing process
Its an honest attempt to understand another person from their world
A willingness to be open – it is not agreement
It is possible to have good rapport and strongly disagree

3. Respect Values and Beliefs
In order to build rapport you need to have respect for the clients beliefs and values ~ you do not have to agree with them
It’s a willingness to see events from their perspective
The person is the embodiment of their beliefs and values ~ we all are

4. Matching Behaviour
How do you show your respect and willingness to understand?
People like people who are like them
We all have a natural ability/skill to match people
We do this all the time in our work settings, home and socially

5. Matching Behaviour Think of situations you are in on a regular basis
Notice similar body movement and gestures when you get on well
You are likely to have similar beliefs and values
It is entirely possible to match someone where you do not have similar beliefs

6. Voice Tone
People who have a good relationship tend to speak at much the same speed and volume
The rate of speech and the latency (pauses) will even out
People in close rapport will even be breathing at the same rate

7. Behavioural level This rapport is on the level of behaviour
It must come from a sincere desire to enter and understand the other persons model or map of the world
It is easy, powerful and you do this all the time
You may notice that you already do this and already have the ability to build good rapport with clients

8. Pay Attention Notice their posture, gestures Do not copy!!!!!
Mirror what they do – if they are sitting forward in a chair you do the same, try to match the tone of their voice (unless they are angry!!)
Matching body posture, gesture and tone and speed of voice when disagreeing or challenging will maintain rapport
Clients often comment on feeling heard and respected

9. Successful Assessments
Imagine being that person ~ this does not compromise your beliefs and values but helps to understand their world
Be open to seeing things from their perspective
Use your natural skills and abilities
Giving challenging feedback is entirely possible with-out conflict

10. Rapport Rapport is a relationship of trust and mutual influence
At the heart of managing people well
People are the key assets of an organisation or relationship
Agreement does not guarantee rapport
Having Rapport builds good relationships

11. Perceptual Positions There are three in NLP First Position ~ yours
Second Position ~ other persons
Third Position ~ both

12. Perceptual Positions
The art of seeing events through the eyes of others
‘the way I see it’
‘If I were you I would’
‘taking into account both views it seems like this'