Rapport
Building trust fast
9 entries · 9 traced to a named source · 7 free
- You probably think I'm just another vendor here to waste your time
- Reacts with relief or surprise instead of defensiveness
- You might also be wondering if we can actually deliver on time
Accusation Audit
Chris Voss, Never Split the Difference (2016)
- The manual reporting is killing us every week.
- So the real issue is the manual reporting, and it costs a day a week. Right?
- They say 'yes, exactly' and open up further.
Active Listening and Summarising
Carl Rogers, client-centred therapy (1950s)
- You're in Malmö? I spent three years there.
- They open up, glad to find someone who gets it.
- The call shifts from cold to familiar fast.
Finding Common Ground
Donn Byrne, similarity-attraction effect (1971)
- Picture your Monday report taking five minutes instead of an hour.
- They picture it, and the team no longer asking for updates.
- The decision starts to feel already made.
Future-Pacing
Bandler and Grinder, NLP (1970s)
- The pricing page, the no annual lock-in bit, made me trust you before the demo.
- They warm up immediately, since it proves you actually looked.
- The compliment opens the call instead of sounding like flattery.
Genuine Specific Compliment
Robert Cialdini, Influence (1984)
- It sounds like you're worried this rollout will blow up your timeline.
- Yeah... honestly, that's exactly it.
- The hostility drains out, now that they feel understood.
Labeling
Chris Voss, Never Split the Difference (2016)
- They speak slowly and quietly, in plain words.
- You bring your own pace and volume closer to theirs, dropping the jargon.
- They relax, since you feel similar to them.
Matching and Pacing
Bandler and Grinder, NLP (1970s)
- This timeline is going to be a problem for us.
- A problem for you?
- They rush to fill the silence, explaining what really matters.
Mirroring
Chris Voss, Never Split the Difference (2016)
- Here's what I'd like to cover, and here's what a "no" today would look like too, is that fair?
- Agrees to the agenda, or corrects it, before anything else happens
- Both sides know what a straight answer looks like at the end
Sandler Up-Front Contract
David Sandler, Sandler Selling System (1967)