"All things being equal, people want to do business with their friends. And when all things are not equal, people still want to do business with their friends." Building rapport and creating an environment that puts people at ease will help you close more deals and win you business, and you can do it by making a few changes in how you interact with customers. In fact, there are two techniques, "playing actions" and mirroring, that can be helpful when you are meeting someone for the first time in any social setting.
Executive coach, and author of
How to Act in Business, Corey Hansen writes about using the same techniques as professional actors to captivate your business audiences. In a recent blog, "
Your Action? To Assure, of course!", Hansen explains how "playing actions", like projecting confidence through changes in thinking and body language, can positively impact customer interactions. The key here is to "think about what you do to people, and how you treat them." In Hansen's example, he helps his client find the ability "to assure" as the action. Knowing the action, "to assure", enabled his client to make changes in her presentation that moved her and her audience in that direction. The idea of playing actions is a powerful and proven tool, and you can use this acting technique to move your scene in the direction that you want to go.
In addition to understanding the action-behavior, you can also borrow an
empathic listening technique to help you build rapport with someone. Researchers at New York University published work investigating what they called the "chameleon effect",
The Chameleon Effect: The Perception-Behavior Link and Social Interaction. Tanya L. Chartrand and John A. Bargh were interested in the social interaction effects that individuals who matched postures, mannerisms, or facial expressions had on their interacting partners. Their research and experiments not only found that "dispositionally empathic individuals exhibit the chameleon effect to a greater extent than do other people", but also that "mimicry facilitates the smoothness of interactions and increases liking between interaction partners"(Chartrand & Bargh, 1999). In other words, if you want to get someone to like you, mirror their movements and gestures. You can also mirror their speech patterns, such as their volume, verbal cadence, and sentence structure. If they're talking slowly and quietly, then match their volume and speed to help you build rapport.
Pairing playing of actions and mirroring with
Annette Grant's three step formula for conquering small talk is sure to have positive effects on your personal and business interactions.