10229894 bstc -_building_instant_rapport
DESCRIPTION
TRANSCRIPT
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AIESEC SingaporeBST Camp 2012
Session Title: CORPORATE RELATIONSHIP BUILDINGFacilitator: LOAN & MARK
NON-VERBAL COMMUNICATION
TOPICS
Non-verbal Cues• Interpreting• Implementing
Physical Appearance• Dress to Kill!
Mirroring Technique
Gesture is what we know without knowing why
RULE
Words7%
Tone38%Non-Verbal
55%
Repetition Contradiction Substitution
Complementing Accenting
Gesture is what we know without knowing why
ROLES OF NON-VERBAL CUES
Gesture is what we know without knowing why
SOME TYPES OF NON-VERBAL CUES
• Facial expressions
• Body movements
• Gestures
• Eye movement
• Touch
• Space
Gesture is what we know without knowing why
READING NON-VERBAL CUES
Squaring of the body
Eye movements
Touching of face
Setting up barriers
Repetitive actions
Gesture is what we know without knowing why
TAKE NOTE!
• Don’t find meaning in a single gesture (use at least 3!)
• Consider the context
• Remember cultural differences
• Know the person’s baseline
Gesture is what we know without knowing why
7 SECOND RULE
Gesture is what we know without knowing why
USING CUES TO YOUR BENEFIT
Warm up beforehand Stand tall
Smile
Eye contact Lean in Handshake
Gesture is what we know without knowing why
PHYSICAL APPEARANCE
Dress according to:
• Professionalism
• Organisational Image
• Client Perception (Do your research!)
Gesture is what we know without knowing why
MIRRORING
• To gain rapport subconsciously
• Look, act and sound like the person you’re conversing with
• Make them feel more relaxed, open up
• Gestures, movements, body language, tone, breathing, speech pattern, vocabulary, attitude etc.
• BE SUBTLE
• Delay movements, use crossover mirroring
Gesture is what we know without knowing why
EXAMPLES
The person:
• Crosses his legs
• Leans back
• Puts an arm on the table
• Uses big words
• Speaks softly
1. COMMUNICATION STYLES
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What’s his/her preferred mode of communication?
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Analytical Director
Amiable Socializer
Logical
Emotional
AssertiveNon-assertive
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The Analytical
What they are like…
Low pace, Logical
Good with numbers, analyses, processes, systems
Enjoys problem solving & in-depth conversation
Tend to be skeptical, slow in decision making
To charm them…
Use evidence, proof, facts, figures, documentation
Give them the time & space to analyze!
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The Director
What they are like…
Fast pace
Task oriented
Confident, strong willed
Make decisions quickly
Interested in results
Impatient
To charm them…
Be quick, straightforward, confident
Showcase performance/ results/ outcomes
Leave out the small details
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The Socializer
What they are like…
Fast pace
Tend to exaggerate & generalize
Enthusiastic, friendly, optimistic
Love attention, talkative
Poor attention to details
To charm them…
Acknowledge their self worth
Be exciting, upbeat, optimistic
Be ready to spend more time with them & go out of points
No boring facts & figures
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The Amiable
What they are like…
Slow pace, emotional, introverted
Casual & value relationships
Agreeable, supportive
Risk adverse
Cannot say “No”
To charm them…
Build rapport & connection
Refrain from being too excited, aggressive or enthusiastic
Provide reassurance that s/he is making a good decision
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2. UNDERSTANDING REPRESENTATIONAL SYSTEMS
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UNDERSTANDING REPRESENTATIONAL SYSTEMS
VISUAL
(SEE)
AUDITORY
(HEAR)
KINESTHETIC
(FEEL)
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UNDERSTANDING REPRESENTATIONAL SYSTEMS
AUDITORY
(HEAR)
• Representing in their minds with spoken words
• Use words such as “hear” “tone” “sounds good” “listen” “in tune”
What they’re like
• Moderate vocal rate• “I hear what you’re saying”• “How does this sound to you?”• “This sounds like a good idea, doesn’t it?”
How to build rapport with them
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UNDERSTANDING REPRESENTATIONAL SYSTEMS
VISUAL
(SEE)
• Speaking with pictures flashing in their minds
• Use words such as “see” “appear” “imagine” “look” “picture”
What they’re like
• Use pictures, diagrams, charts• “ I see what you mean”• “How do you envision success?”• “What does a great service look like to
you?”
How to build rapport with them
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UNDERSTANDING REPRESENTATIONAL SYSTEMS
KINESTHETIC
(FEEL)
• Representing things in their minds with feelings and sensations
• Use words such as “touch” “feel” “grasp” “hold”
What they’re like
• Speak slowly and calmly• “How do you sense that you are successful”• “What/How do you feel about this proposal?”
How to build rapport with them
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3. UNDERSTANDING “BRAIN FILTERS”
UNDERSTANDING “BRAIN FILTERS”
Away vs. Towards
Internal vs. External
Big Picture vs. Details
Necessity vs. Possibility
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