SeSSIon 9 | InFluencInG BY BuIldInG rAPPort Learning Objective: Learn how to influence our guest experience by building rapport with our guests and use that technique to make them feel valued and special.
Ask: In our hotel, we have plenty of opportunities to observe other people, for instance a couple coming for dinner. Have you ever noticed anything about their non-verbal communication? What? Possible answer: They walk in the same way, they have their heads tilted in the same way, they talk at the same tone and speed. In short, you see they are having a good time. Explain: Of course we want our guests to have a good time all the time. And you can influence that by consciously adapting your behavior to that of the guest. Let’s find out in what kind of ways we can do that. We can do it by doing the same thing as our guest. But, please do it subtly, you do not want to copy-cat them entirely…. Exercise part 1: Mirror non verbal communication (2 min) Copy the posture, facial expressions, movements of the hands, blinking the eyes, etc. Do exactly the same. Does this sound ridiculous? No, it is very natural. Think about two people who are having a walk in the park, within 5 minutes they have the same pace, make the same movements and walk exactly the same. The body picks up those signals straight away. Try to do this in pairs. Sit or stand together in this room. And just have a discussion about why Sofitel is such a great place to work. Try to mirror each other’s non-verbal communication. Transformer note: Of course this is going to be hilarious, in the begin- ning. But, you will see that as soon as they ‘get into it’ the ambassadors will start copying each other – unconsciously too. Exercise part 2: Match your colleague’s voice (2 min) Use the same tone, timbre, volume, pace, etc. You can even use the same words. When a colleague pronounces a word differently to you, try to say it in the same way he/she does and try not to ‘correct’ him/her. For this exercise, work together with a different colleague. Do feel free to continue talking about Sofitel as a great place to work.
Set uP 10 min Indoor Team
SeSSIon BrIeFInG Explain: Today we are going to talk about “Influencing”, and we do that by building rapport. Building rapport (pronounce in the French way, therefore without the T – rappoor) is a technique which is often used in Neuro Linguistic Programming (NLP). Building rapport is creating an atmosphere of trusting and bonding with other people, which makes us willing to do something for that other person. The basis of rapport building lies in the thought that we all look alike and that we all like each other. Sometimes you meet somebody for the first time, and it feels like you have known this person for years. You bond! With some people you feel a sense of trust (even if you do not know them well) and with other people you do not really get along (regardless of how hard you try). I am sure you all recognize this, at work and in your private life. Now, how does that work? Rapport is something that is also described as that ‘magic feeling’ that you experience with some people. When people cannot build rapport with each other, their communication will not be very effective. You sometimes hear people say; “It is impossible to talk to that person”. When you want to be good at your job, want to have great contact with your guest and when you want to sell as much as you can, then become a professional in building rapport!
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