Rapport and Communication 2b and 2c

Question 1

Describe key ideas to successfully building rapport.

Answer 1

• “Show how much you care, not just how much you know”
• Show empathy and genuineness
• Key traits: connecting, trusting, relationship-building, client-centric

Question 2

Describe building rapport in a professional setting.

Answer 2

Rapport➡Investigation➡Planning➡Action

Developing trust/personal connections
➡ Gather information
➡ Collaborate on goals/developing programs
➡ Program implementation/provide feedback

Question 3

Discuss the strength and limitations associated with smiling in a professional setting.

Answer 3

• Subordinate people smile more in presence of dominant people.
• Females smile more than men.
• May be perceived as being subordinate.

Question 4

True or False? Females consider effect of smiling in business, while Males consider role of smiling in social settings

Answer 4

True

Question 5

Identify appropriate distances (zones) when communicating professionally with individuals.

Answer 5

Intimate: 6-18in.
Personal: 18-48in. (People we know)
Social: 4-12 Ft. (People we do not know)
Public: > 12 Ft.

Question 6

Daves and Holland Model: Deliberator

Answer 6

• Accurate
• Detail-orientated
• Calculating
• Correct

Question 7

Daves and Holland Model: Collaborator

Answer 7

• Attentive
• Reserved
• Supportive
• Steady

Question 8

Daves and Holland Model: Director

Answer 8

• Assertive
• Goal-orientated
• Decisive and Determined
• Fast-paced

Question 9

Daves and Holland Model: Expressor

Answer 9

• Animated
• Energetic
• Interactive
• Influencing
• Talkative

Question 10

Emotional Intelligence: Social awareness

Answer 10

Ability to accurately pick up on emotions of other people and understand what is really going on with them.

Question 11

Emotional Intelligence: Self-management

Answer 11

Ability to use emotional awareness to act or not act.

Question 12

Emotional Intelligence: Self-awareness

Answer 12

Ability to perceive own emotions in the moment and understand tendencies across situations.

FOUNDATlONAL SKILL to EQ.

83% of people with high self-awareness = top job performers.

Question 13

Emotional Intelligence: Relationship management

Answer 13

Ability to use your awareness of own emotions and emotions of others to manage interactions successfully and build stronger relationships.

Question 14

Name 5 ways to improve self management?

Answer 14

• Breathe deeply
• Smile and Laugh more
• Visualize success
• Focus on freedoms rather than limitations
• Take a time out, sleep on it

Question 15

Name 5 ways to improve self awareness?

Answer 15

• Don’t classify emotions as good or bad
• Visit your core values
• Feel emotions physically
• Understand Triggers
• Check appearance/attitude

Question 16

Name 5 ways to improve relationship management?

Answer 16

• Share appropriate information about yourself
• Take feedback well
• Acknowledge other peoples feelings
• Care and show it
• Explain decisions, don’t just make them

Question 17

Name 5 ways to improve social awareness?

Answer 17

• Greet people by name
• Observe body language
• Active listening
• Be empathetic
• Practice and people watch