Mr. Vivek Bindra

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Building RapportCreating a Working Alliance

• Mr. Vivek Bindra
• Director - Global ACT
• www.vivekbindra.com
• www.globalact.org.in

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Acknowledge

• Greet, welcome and engage
• Appropriate closeness
• Use appropriate titles and honorifics
• Observe possibly acknowledge emotion or concern
• Show respect

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Attend

• Welcome, seat and personally serve each and every
  party, if possible. Pour tea.
• Attend promptly and equally
• Use collaborative language
• Open, warm, relaxed body language, slight lean
  forward, attentiveness
• Attentive, reflective listening to substance,
  feelings, needs and interests. Show you
  understand
• Mirroring

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Connect

• Share commonalities (special food, community,
  culture, sports, prayer, etc.)
• Soft eye contact, appropriate to the culture, age
  and gender
• The power of touch, a handshake, hug, gentle
  guiding touch
• Show sincere caring

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Collaborative Language

• We Us, not you and them
• By agreeing to participate, we all agreed to come
  with good intentions
• Options and packages, not positions and bottom
  lines
• Colleague, not adversary or opponent
• Needs, hopes and dreams, not positions, money
  principles
• Goal Create environment where we are all
  looking for possible solutions

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Components of Persuasive Communication

• Percentage communicated through
• Words (content of dialogue) 7
• Vocal (tone and inflection) 38
• Body language (comfort, integrity, sincerity of
  belief) 55

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Trust building - 1

• Demonstrated impartiality/neutrality/concern
• Acknowledge and honor confidentiality commitment
• Dependability, responsiveness promptness
• Even-handed and fair treatment
• Collaborative and neutral language
• Command knowledge of field/facts. Demonstrate
  thorough preparation.
• Develop an appropriate mediation strategy.
  Agenda. Project sense of confidence
• Project energy that encompasses all in the room

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Trust building-2

• Active listening
• Reflective listening (content feeling)
• Pacing
• Start where the party is at, guide, dont pull
• Explain what you are doing/not doing and why.
  Bring party along with you.
• Review and check back with party. Weve addressed
  , have we addressed ? Is this something you can
  live with?

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The Power of Touch

• U. Philadelphia study
• Video of telephone booth with coin in return slot
• When phone user is asked by actor who says I
  think I left a coin, did you find it? 92 no
• With one variable changed, actor comes by with a
  gentle touch to shoulder or elbow, with same
  question- 88 yes

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Building Rapport Earning Trust

• Consistency
• Continuity
• Congruity
• Always a factor at risk
• Build upon with active listening and respectful
  care concern

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THANK YOU