How to Handle Building Rapport Over the Phone

Building rapport is an essential skill for anyone who communicates with others, whether it’s in person, over the phone, or via email. However, building rapport over the phone can be particularly challenging, as you’re limited to only relying on your tone of voice and verbal cues to convey your message. In this article, we’ll provide you with some valuable tips on how to handle building rapport over the phone.

Establish a Connection

The first step to building rapport is to establish a connection with the person you’re speaking to. This can be achieved by:

• Starting with a friendly greeting: Begin your conversation with a warm and genuine greeting, such as “Hi, how are you?” or “Good morning, it’s great to talk to you.”
• Showing interest: Take a genuine interest in the person you’re speaking to by asking open-ended questions about their interests, job, or life.
• Finding common ground: Look for common interests or experiences that you can relate to, which can help create a sense of familiarity and connection.

Use Positive Body Language (Even Though You’re Not in the Same Room)

While you may not be able to use nonverbal cues like facial expressions or body language in a traditional sense, you can still convey positive energy and enthusiasm through your tone of voice and language. Here are some tips to help you do so:

• Smile: Even though the person you’re speaking to can’t see your face, smiling can still boost your mood and confidence, which can be detectable in your voice.
• Speak clearly and slowly: Enunciate your words and speak at a pace that allows the person to easily follow what you’re saying.
• Vary your tone: Use rising and falling intonations to convey enthusiasm and interest, just as you would in a face-to-face conversation.

Use Verbal Cues

Verbal cues can also be an effective way to build rapport over the phone. Here are some tips to help you use verbal cues to your advantage:

• Mirroring: Reflect the person’s words or phrases back to them, which can help create a sense of rapport and understanding.
• Acknowledge and validate: Show that you’re actively listening by acknowledging and validating the person’s thoughts and feelings.
• Use positive language: Frame your conversations in a positive light by using words and phrases that convey enthusiasm and optimism.

Listen Actively

Active listening is crucial for building rapport over the phone, as it shows that you’re genuinely interested in what the person is saying. Here are some tips to help you listen more effectively:

• Give the person your full attention: Avoid multitasking or getting distracted by other tasks while you’re on the call.
• Repeat back what you’ve heard: Repeat back what the person has said to ensure you understand their message and show that you’re actively listening.
• Ask open-ended questions: Encourage the person to share more by asking open-ended questions that can’t be answered with a simple “yes” or “no.”

Be Authentic and Patient

Finally, remember to be authentic and patient when building rapport over the phone. It’s okay to take your time and not rush through the conversation. Here are some tips to help you be more authentic and patient:

• Be yourself: Avoid trying to be someone you’re not or using a fake accent or mannerisms.
• Take your time: Don’t rush through your conversation or try to fit too much information into a limited amount of time.
• Practice mindfulness: Take deep breaths and focus on the present moment to stay calm and composed.

By following these tips, you can build stronger relationships and establish a deeper connection with the people you communicate with over the phone. Remember to stay positive, patient, and enthusiastic, and always strive to be your authentic self.