Rapport and Candour

Introduction

It is important that when we communicate with an audience, we ensure that we develop a rapport. This is the feeling or invisible link that defines the positive or negative attitudes towards a relationship.

Rapport

Developing a positive yet effective rapport is essential. In the video below we can see and example of a police office quickly developing a positive, firm rapport to calm an agitated person:

Metropolitan Police - The use of verbal communication


Do you have to do this in your work place? What would you do if you had angry customer shouting at you?

Rapport is something that happens very quickly but can also be developed over time. Leadership is an example of excellent rapport. Being an effective leader is not telling someone what to do, but inspiring them to do an action because they want to. A good leader promotes mutual respect and support, all of which requires excellent communication. 

Below, Italy Talgam explores the role of orchestra conductors as leader and comments on their leadership styles.


Task 1 - The Importance of Positive Candour

Developing a positive relationship is important. It creates trust and confidence in the services and support that you provide. Candour is an example of paralanguage, the way in which you say or write something to convey meaning. Good candour is being open, honest frank and to the point. Bad candour is misleading, disingenuous and potentially offensive.

Below you will see an example of a support technician demonstrating poor candour. While what he saying is positive and complies with "good customer service", is it not genuine. Essentially the instructions, while they may be correct will come across as patronising and rude.

Being Specific and Clear

Being specific and accurate will help you communicate a message or concept as quickly and effectively as possible. Confusion is the enemy! Below you will find an exercise. In this exercise try to high light all of the words that are specific and not ambiguous. Then you can check your answers.... don't cheat!

 Useful Words Test http://1drv.ms/1Adq25h
 Useful Words Test - Answers http://1drv.ms/1AdqeBs

In the exercise below read the text and identify the words that create a vague or unclear impression to someone who would receive this information.

What does this message mean? http://1drv.ms/1AdqlNs
What does this message mean? - Answers http://1drv.ms/1uU0W4V

Tactful Candour

Talking to a customer experiencing difficulties can be tough. We need to ensure that we remain professional, do not insult or use derogatory language and always try to promote a positive attitude to a problem. This needs to be done tactfully!

In the exercise below try to identify the statements that are examples of good and bad candour.

Tactful Candourhttp://1drv.ms/13ce5Aa
Tactful Candour - Answershttp://1drv.ms/13ce9zP
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