Download - 10229894 bstc -_building_instant_rapport
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AIESEC SingaporeBST Camp 2012
Session Title: CORPORATE RELATIONSHIP BUILDINGFacilitator: LOAN & MARK
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NON-VERBAL COMMUNICATION
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TOPICS
Non-verbal Cues• Interpreting• Implementing
Physical Appearance• Dress to Kill!
Mirroring Technique
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Gesture is what we know without knowing why
RULE
Words7%
Tone38%Non-Verbal
55%
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Repetition Contradiction Substitution
Complementing Accenting
Gesture is what we know without knowing why
ROLES OF NON-VERBAL CUES
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Gesture is what we know without knowing why
SOME TYPES OF NON-VERBAL CUES
• Facial expressions
• Body movements
• Gestures
• Eye movement
• Touch
• Space
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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
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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
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Gesture is what we know without knowing why
7 SECOND RULE
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Gesture is what we know without knowing why
USING CUES TO YOUR BENEFIT
Warm up beforehand Stand tall
Smile
Eye contact Lean in Handshake
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Gesture is what we know without knowing why
PHYSICAL APPEARANCE
Dress according to:
• Professionalism
• Organisational Image
• Client Perception (Do your research!)
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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
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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
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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”
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UNDERSTANDING “BRAIN FILTERS”
Away vs. Towards
Internal vs. External
Big Picture vs. Details
Necessity vs. Possibility
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