Lesson 2:

Building Rapport with Customers and Community Members

Rapport is a state of harmonious understanding with another person or group, which can be developed through building a connection or relationship with them. While rapport can happen naturally, it can also be created by actively seeking common ground and being empathetic towards others (SkillsYouNeed, n.d.). As a public works and housing manager, building rapport with customers and community members is an important task.

Why is rapport important?

It matters in both our personal and professional lives. Building rapport helps in making personal relationships easier to develop, and it is easier to communicate and work with someone who has similar interests as you. Small talk is a way to find commonalities and build a shared bond, which is important because people tend to want to be around those who are similar to them. However, it may be challenging to build rapport with someone who is very different from you, but it is still possible to work together and communicate effectively.

Initiating a conversation with a stranger can be a stressful experience for many, leaving us lost for words and uncomfortable with our body language. However, establishing rapport at the beginning of the conversation can lead to a positive outcome. To reduce tension and communicate effectively, it is important to relax and remain calm. There are several things we can do to reduce tension, including using non-threatening topics for small talk, listening actively, injecting humor, being conscious of body language, showing empathy, and ensuring the other person feels included but not interrogated. By making the other person feel at ease, we can establish a natural conversation and build rapport.

Non-Verbal Rapport Building

Non-Verbal Rapport Building is an important aspect of establishing a connection with someone. Even though verbal conversations are important, non-verbal communication channels like body positioning, movements, eye contact, facial expressions, and tone of voice are equally important. Matching non-verbal signals subconsciously helps in creating and maintaining rapport. Appropriate body language is essential as it conveys the message instantly and is more believable than vocal communication. It is also helpful to reflect back and clarify what has been said as it confirms active listening and emphasizes similarity and common ground. Additionally, the way we use our voice, pitch, volume, and pace can impact our rapport with others. Lowering tone and speaking slowly and softly can help develop rapport easily (SkillsYouNeed, n.d.).

To learn more about non-verbal communication watch this video: The Power of Nonverbal Communication 

Note: (Navarro, 2020)

Active Listening

Active listening is the process of paying close attention to a speaker, comprehending what they are saying, responding, and retaining information for later. This is important for building a connection between the listener and the speaker and is crucial for compassionate leadership.

For managers, active listening involves observing the speaker’s body language and behavior to better understand their message. Nonverbal cues such as nodding and maintaining eye contact signal that you are paying attention. Avoid distractions that may interrupt the conversation, such as fidgeting or pacing.

Although active listening and providing feedback can be challenging amidst daily work pressures, managers can still make time for coaching moments and conversations with their staff. It’s important to be an attentive listener and have active listening techniques available for these occasions. Active listening is different from critical listening in that the focus is not on evaluating the message or offering opinions, but rather on making the speaker feel heard and acknowledged.

Note: (Center for Creative Leadership, n.d.).

8 Key Techniques for Active Listening (Accordian Drop Drop Bar)

Note: (Dagher, 2022)

Managing Difficult Customers

As a public works and/or housing manager, it’s crucial to identify difficult clients in order to maintain a positive work environment and ensure the satisfaction of the community. Difficult clients can come in various forms, including those who constantly declare every little thing an emergency or those who call out of hours to discuss seemingly pointless details. These types of clients can cause undue stress on your team and result in poor reviews of your department. It’s essential to catch souring relationships early on to turn things around before they get out of hand.

Managers in this sector may also encounter difficult client behaviors such as those who think they know your department’s business better than you do, or those who have no concept of the fact that you have other projects to handle and expect you to bend the space-time continuum to meet their impossible deadlines. Moreover, you may encounter clients who scrutinize every detail of your invoice and try to get as much free work as possible.

As a public works manager, it’s important to find ways to manage these difficult clients to minimize the impact on your team and the community you serve. However, in cases where a verbally abusive client yells at members of your team and berates you over seemingly minor issues, it may be necessary to cut ties to maintain a safe and healthy work environment.

Steps to Dealing with Difficult People (Customers, Clients or Community Members)

1. Remain Calm: Stay calm and collected, even if the person is upset or hostile.
2. Listen and Empathize: Take the time to listen to the persons concerns with curiosity and empathy.
3. Deliver a Prompt Reply: Make it a priority to get the issue resolved as soon as possible. Use an email template to establish good communication and acknowledge the persons concerns.
4. Identify the Problem: Figure out what happened by talking to the relevant parties and checking records. Find out where things may have gone wrong and how you can improve processes or communication in the future.
5. Offer a Solution: Find a way to solve the problem for the person without losing your cool. Admit fault if necessary and update the contract accordingly with clear expectations.
6. Cut Your Losses: Fix the problem, even if it comes at the loss of the other person. Your reputation and integrity are more important in the long-term.
7. Create a Conflict Resolution Plan: Create a plan for conflict resolution with the person and arm your team with this information. Equip your staff with a simple, actionable plan to handle these types of situations in future.
8. Review and Learn: Evaluate what happened and learn from it. Apply simple solutions to prevent a repeat of the situation in the future. Check your contract or engagement letter, and wind up any important work before terminating the agreement if necessary.

Watch: How to Deal with Difficult People

Note: (Johnson, 2019)