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...
Acknowledge their Emotions
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Building Rapport
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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...
Keep Appropriate Eye Contact
Activities: Build Rapport Maintaining balanced eye contact demonstrates attentiveness while avoiding aggression or dominance. Tips Maintain natural eye contact (about...
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...
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...
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...
Show Genuine Interest
Activities: Build Rapport Validating their feelings helps them feel heard and reduces the need to escalate further. Tips Use phrases like, 'I understand this is...
Use a Calm Tone of Voice
Activities: Build Rapport A calm tone reduces tension and signals that you are in control of the situation. Tips Speak slowly, clearly, and softly. Avoid raising your voice...
Use Humor Carefully
Activities: Build Rapport Humor, when used appropriately, can break the tension and redirect the focus positively. Tips A light, non-sarcastic comment can diffuse...
Use the Person’s Name
Activities: Build Rapport Personalizing the interaction creates a connection and fosters trust. Tips Start sentences with their name to make communication personal and...
