COMMUNICATION

Listening and Building Rapport

The behaviours in the table below show how you can demonstrate the skill of Listening and Building Rapport at each of the competency levels in which it appears. Click on the plus sign to show the behaviours at that level.

Click here to read more about how the competency levels work.

Resources

Below you will find learning resources to help you develop the skill of Listening and Building Rapport. Click on the links to access the resources.

PDFs
Making Rapport Work
This PDF provides and explanation of an essential communication skill – building rapport. You will learn why it matters and how to do it, recognise when you can be more aware of building rapport, and if you need to make any adjustments in your behaviour. This will improve your communication skills and help you to build better relationships.

Managing Information Effectively
This PDF provides an in-depth explanation of how we structure and manage information at different levels of detail and complexity. It covers how we communicate, including common causes of miscommunication, and what we can do to communicate more clearly depending on the person/group we are engaging with. It is aimed at structuring information at an individual level.

The Power of Empathy
Empathy is one of the most powerful tools you can use to build productive relationships. It is fundamental to building collaboration. This PDF explains what empathy is, how to demonstrate it, and the impact it will have if you choose (or not) to use it. It will help you to defuse conflict, connect with and motivate others, and improve efficiency.

VIDEOS
Making Rapport Work
This video provides and explanation of an essential communication skill – building rapport. You will learn why it matters and how to do it, recognise when you can be more aware of building rapport, and if you need to make any adjustments in your behaviour. This will improve your communication skills and help you to build better relationships.

Managing Information Effectively

This video provides an in-depth explanation of how we structure and manage information at different levels of detail and complexity. It covers how we communicate, including common causes of miscommunication, and what we can do to communicate more clearly depending on the person/group we are engaging with. It is aimed at structuring information as an individual when you are communicating with another.

The Power of Empathy
This video explains why and how empathy is one of the most powerful tools you can use to build productive relationships. It is fundamental to building collaboration. Learn if you are already demonstrating empathy effectively, how easy it is to stop doing it, how to be alerted to using it effectively and realise the benefits it brings.

On the Job Actions
Understand the Skill
Read and/or watch 'Making Rapport Work' to understand the skill.


Practise
Practise building rapport with anyone who you find difficult to relate to.

Think of someone who you feel you have good rapport with. What is true about your contact with them that isn't true for others? Watch other people; who has rapport with whom? Who does not? How do you know?

Further Develop
A deeper level of rapport is achieved by showing empathy. Read and/or watch 'The Power of Empathy' and practise showing empathy when a conversation becomes difficult or is important to you.

Build Rapport
Read and/or watch 'Making Rapport Work' as this will considerably enhance your ability to listen and understand what you and others are saying. Practise building rapport with anyone who you find difficult to follow.

Manage Detail and Big Picture
Read and/or watch 'Managing Information Effectively' to help you to pay attention to communicating in appropriate detail for yourself and another person or a group. You can then practise moving the conversation in a structured way through effective questions that connect detail with the big picture. This will enhance your ability to truly listen and understand someone else.