Recently I came across another great blog with useful information on management training – follow this link for more details.
A question I am asked frequently is about building rapport in tense situations. Rapport is built through matching and mirroring – communicating and behaving in a similar way to the other person. The question I am often asked is ‘what if the other person is angry – surely you don’t want to match their anger?’
Of course you don’t want to put yourself in an angry state – that would never be useful. However, if you have ever been angry about something and someone says quietly and calmly ‘just calm down…’ – does it make you calm?!? No – it makes you even angrier!
Matching the volume, tone, tempo, but not the anger, and then gradually lowering the intensity is a much quicker a much quicker way to achieve a better result. This is what we teach on our Practitioner trainings. More in the next blog.