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BAC Foundations

Module 05: 
Building Trust and Rapport with Clients - How to Be Likable (BACP5)


Description
What this workshop is about

As small business advisors we want to have good chemistry with our clients to help build trusted relationships.
It can be a challenge to engage with clients with different personalities, communication styles and mindsets.
However the real problem is that we can tend to put more attention to the business problem and less attention to 
the personal relationship.
The truth is that building good relationships requires hard work.
That’s why we need an intentional and systematic approach to make sure we establish rapport with new clients every time.


What you will learn

In this workshop you will discuss with other advisors how to improve your rapport building skills.
The take-away from this workshop is:
- How to listen through open-ended questions and genuine interest
- How to show authenticity through personal anecdotes
- How to follow clients’ leads and find common ground
- How to match verbal and nonverbal communication style
- How to provide feedback and acknowledge opinions and feelings
Content
  • Opening
  • Presentation of instructors (01:28)
  • Business Advisor Certificate (BAC) Introduction (02:50)
  • BUILDING TRUST AND RAPPORT WITH CLIENTS
  • Workshop Introduction: Client Connection | How to Be Likable (01:47)
  • Client Connection Confidence Scorecard
  • Advisors Insights: What are you doing to build trust and rapport (08:00)
  • Key elements of verbal communication
  • 5 Key elements of verbal communication: How to be likable (01:22)
  • How can we make clients like us? (01:09)
  • Key Elements of Verbal Communication Framework
  • 1. Empathy: “I can imagine how you feel” (00:30)
  • 2. Genuine Interest: “Tell me more” (00:34)
  • 3. Active Listening: “Let me understand” (00:54)
  • 4. Shared Experience: “I know this from myself” (00:28)
  • 5. Validation: “It makes sense” (00:24)
  • 6. Gratitude: “Thanks for sharing this” (03:32)
  • 7. Respect: “Excuse me. Please. Thank you” (05:25)
  • 8. Authenticity: “The truth is" (02:09)
  • 9. Openness: “Let me think about this” (02:34)
  • 10. Humor: “It’s funny!” (01:35)
  • Wrap up Elements of Verbal Communication (02:13)
  • Key Elements of Verbal Communication Pro-Tool
  • Advisor Insights: How can you communicate to build more rapport? (11:58)
  • Key elements of non verbal communication
  • Key elements of non-verbal communication: How to be likable (02:48)
  • How can we make clients feel comfortable in our presence? (01:00)
  • Key Elements of Non-Verbal Communication Framework
  • 1. Eye Contact (02:13)
  • 2. Posture (01:04)
  • 3. Facial Expressions (00:59)
  • 4. Body Language (01:57)
  • 5. Appropriate Touch (02:47)
  • 6. Micro Expressions (01:22)
  • 7. Calm Gestures (00:58)
  • 8. Tone of Voice (02:18)
  • 9. Appearance (01:46)
  • 10. Proximity (01:19)
  • Wrap Up: Key elements of non-verbal communication (00:59)
  • Key Elements of Non-Verbal Communication Pro-Tool
  • Advisor Insights: How do you build rapport through body language? (04:37)
  • 6 steps in a good conversation
  • How can we ensure positive client conversations? (01:17)
  • 6 Step in a Good Conversation Framework
  • 1. Connecting: Icebreaker, Welcome, Introduction (01:41)
  • 2. Engaging: Asking questions, paraphrase to show understanding, clarify (00:43)
  • 3. Sharing: Insights, thoughts, contributions (00:50)
  • 4. Exchanging: Recognition, empathy, common ground (00:24)
  • 5. Summarizing: Conclusions, next action, next meeting (01:16)
  • 6. Closing: Application, positivity, farewell (01:01)
  • Wrap Up: 6 Steps in a good conversation (00:54)
  • 6 Step in a Good Conversation Pro-Tool
  • Advisor Insights: What will you change in conversations with clients? (01:52)
  • Wrap up
  • Workshop Wrap Up: Client Connection | How to Be Likable (02:10)
  • Closing: What is your personal take-away from this workshop? (04:37)
Completion rules
  • All units must be completed
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