Effective Communication to Establish Rapport

Question 1

When is rapport established?

Answer 1

When people mirror each other’s posture, gestures, and eye contact; their body language is complementary.

Question 2

What is rapport?

Answer 2

A working relationship between two people that implies mutuality, collaboration, and respect.

Question 3

What are the 3 key steps in establishing rapport?

Answer 3

Matching, Pacing, and Leading

Question 4

What is matching?

Answer 4

-Subtle modeling of another’s movements: hand, body, head.
-May help grasp the other person’s point of view.
-May experience feelings in your own body which mirror the description.

Question 5

What is pacing?

Answer 5

-Useful in dealing with intense emotions in communication.
-Matches posture, tonality, and speed of speaking

Question 6

What is leading?

Answer 6

Changing the behavior of the other person.
-one must be flexible to respond to what is seen, heard, and felt in the communication.
-the patient then follows the lead.

Question 7

What are the 3 forms of active listening?

Answer 7

Restatement, Reflection, and Clarification

Question 8

What is restatement active listening?

Answer 8

Pick out the key thing they are saying and repeat it back to them
-repeating the words as you heard them, used to reassure the pt. that you are listening
-can be annoying

Question 9

What is reflection active listening?

Answer 9

Reflect on what they’re saying with a question that sounds more like a statement to dive deeper.
-verbalizing both content and implied feelings of the sender

Question 10

What is clarification active listening?

Answer 10

Making sure that what the pt. says they are upset about is what they are actually upset about.
-summarizing or simplifying the sender’s thoughts and feelings and resolving confused verbalizations into clear, concise statements.