Show Genuine Interest

Building Rapport

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 frustrating for you.’ and actively nod or verbally acknowledge their...

Use a Calm Tone of Voice

Building Rapport

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 even if the other person does.

Use Humor Carefully

Building Rapport

Activities: Build Rapport Humor, when used appropriately, can break the tension and redirect the focus positively. Tips A light, non-sarcastic comment can diffuse tension but ensure it’s context-appropriate and sensitive to the...

Use the Person’s Name

Building Rapport

Activities: Build Rapport Personalizing the interaction creates a connection and fosters trust. Tips Start sentences with their name to make communication personal and show respect. Example: ‘John, let’s talk about...