Podcast
Questions and Answers
Why is establishing a good first impression important in building trust with customers?
Why is establishing a good first impression important in building trust with customers?
- It allows you to quickly assess their financial status.
- It introduces the type of person you are and encourages belief in you. (correct)
- It ensures they will not seek advice from another company.
- It gives you an opportunity to upsell additional products or services.
In the context of rapport-building, what is empathy?
In the context of rapport-building, what is empathy?
- Sharing and understanding another person's feelings, often from similar experiences. (correct)
- Ignoring another person’s feelings to remain objective.
- Offering advice to solve the other person’s problems.
- Understanding the situation but not necessarily experiencing the same feelings.
What does the rapport strategy of 'mirroring' involve?
What does the rapport strategy of 'mirroring' involve?
- Sharing personal stories to create a sense of familiarity.
- Directly imitating someone's exact words and phrases.
- Clearly stating that you agree with everything the other person says.
- Subtly reflecting another person's body language, breathing, and voice patterns. (correct)
How can a cordial greeting contribute to building rapport?
How can a cordial greeting contribute to building rapport?
Why is active listening important in building rapport?
Why is active listening important in building rapport?
According to the material, what is the role of dress code in building rapport?
According to the material, what is the role of dress code in building rapport?
According to John Boe, what is a key element of effective body language?
According to John Boe, what is a key element of effective body language?
How does mirroring and matching contribute to creating a sense of harmony?
How does mirroring and matching contribute to creating a sense of harmony?
What is the recommended method to ensure good eye contact and listening with genuine interest?
What is the recommended method to ensure good eye contact and listening with genuine interest?
According to the information, what is the effect of asking open-ended questions?
According to the information, what is the effect of asking open-ended questions?
Flashcards
Rapport
Rapport
The ability to gain someone else's trust, making them interested in what you have to say.
Empathy
Empathy
A state where you share feelings with another person, often based on similar experiences or deep understanding.
Sympathy
Sympathy
Understanding someone's situation without necessarily having experienced it yourself.
Mirroring in Rapport
Mirroring in Rapport
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Cordial Greeting
Cordial Greeting
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Active Listening
Active Listening
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Professional Dress
Professional Dress
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Positive Body Language
Positive Body Language
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Sense of Harmony
Sense of Harmony
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Good Eye Contact
Good Eye Contact
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Study Notes
- This lesson aims to develop the skill to provide solutions to problems
- Additional information can be found in the Personal Skills Development module
Empathy vs Sympathy
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Rapport involves gaining someone else's trust, making them interested in what you have to say
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First impressions are vital for establishing trust
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Interviewers assess candidates on both their answers and their conduct
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Empathy involves having a fellow feeling with another person because you understand or have experienced what they are going through
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Sympathy is understanding the situation but not necessarily having experienced it; it's acknowledging another person's feelings
Scenarios illustrating empathy and sympathy
- Tom's grandfather passed away, and Jill had a similar experience weeks prior, Jill is empathetic
- Kefilwe is shaken by news of a tornado affecting her family, Katlego, though understanding, hasn't experienced such a situation, so he is sympathetic
Key Differences
- Empathy is knowing and sharing feelings
- Sympathy is understanding feelings without personal experience
Rapport Strategies
- Establish rapport by aligning with person's state of mind
- State of mind links to body language, and physical state links to emotional state
Strategies for building rapport
- Mirroring
- Greeting
- Listening
- Dress code
Mirroring
- Reflect another person's body language, breathing, and voice patterns to align with their state of mind
- Mirror naturally without it being obvious
- Practice copying another person's body movements to copy their movements
Greeting
- Cordial greetings are a quick way to build rapport
- Being able to comfortably greet people is important
- A greeting is a verbal first impression
- How one is greeted forms a first impression
Case study of a bad greeting
- A laptop repair shop scenario illustrates the impact of a bad greeting on customer trust
- A repair shop employee should have given a cordial greeting and explained the terms and conditions
Listening
- Active listening is crucial for building rapport and helps them feel heard and understood
- Inability to hear a client leads to them assuming you are not interested in what they have to say
Dress Code
- Dressing reveals a lot, reflecting respect and professionalism.
- Professional look includes hygiene and neat clothing
- First impressions last longer
Tips for Building Quick and Lasting Rapport
- Maintain positive body language to avoid making others feel uncomfortable
- Generate a sense of harmony by mirroring subtly to create connection
- Ensure good eye contact, listen with genuine interest by eliminating distractions
- Ask open-ended questions to encourage in-depth responses and show deeper engagement
Actions to avoid
- Never interrupt or make sarcastic remarks
Key Terms
- Trust and rapport
- Empathy
- Sympathy
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