Acknowledge their Emotions

Activities: Build Rapport Acknowledging emotions de-escalates tension by showing empathy. Tips Say, ‘I can see you’re upset. Let’s work through this together.’ to validate their feelings.

Avoid Judgmental Language

Activities: Build Rapport Non-judgmental language reduces defensiveness and keeps the focus on problem-solving. Tips Replace phrases like ‘calm down’ with ‘let’s take a moment to figure this out together.’

Keep Appropriate Eye Contact

Activities: Build Rapport Maintaining balanced eye contact demonstrates attentiveness while avoiding aggression or dominance. Tips Maintain natural eye contact (about 70% of the time). Avoid staring, which can feel intimidating.

Maintain Neutral Body Language

Activities: Build Rapport Neutral body language conveys safety and minimizes intimidation. Tips Stand with relaxed shoulders, keep hands visible, and avoid aggressive gestures (e.g., pointing or crossing arms).

Match their Communication Style

Activities: Build Rapport Mirroring communication style helps establish rapport and builds comfort. Tips If they are speaking quietly, match their tone without mimicking. This can build trust.

Offer Small Gestures of Empathy

Activities: Build Rapport Empathy fosters trust and encourages collaboration to resolve issues. Tips Use affirming head nods, give space if needed, and show patience in your responses.