Michelle, thanks for sharing this. I'm curious, when looking at their current situation, what specifically needs re-framing?
Dr. Jean Norris
Jamie, that sounds like a great plan. Using the hierarchy is a great way to build rapport and learn more about the potential student. You may be surprised how much you have in common.
Dr. Jean Norris
Ed, it's always good to ask yourself, "Self, what step are we at in the hierarchy?" This will help you know where to go as well as know if you need to spend a little more time in a certain step.
Dr. Jean Norris
Heather, that's great insight. Thanks for sharing your experience here.
Dr. Jean Norris
Hannah, that's a great point and it sounds like you have a plan to work on moving forward. Let us know how it works for you.
Dr. Jean Norris
Curtis, that's a great skill to work on. I wonder, what specifically will you practice?
Dr. Jean Norris
Alex, that's great awareness and it sounds like you have a plan to get the student the right information while allowing them time to process and ask questions.
Dr. Jean Norris
Marcus, that's great insight. It sounds like you want to build rapport with the student and partner with them throughout the enrollment or decision making process.
Dr. Jean Norris
Alex, that's a great point. Using a mutual interest is a great way to start to build rapport.
Dr. Jean Norris
Ben, I'm glad you found this tool useful. When conducting any type of conversation, it's important to use the steps in the hierarchy in order to build rapport. You will be surprised how these steps will help you create and maintain relationship equity.
Dr. Jean Norris
Lynn, remembering names is always tricky, but with practice, it can get easier. Great job.
Dr. Jean Norris
I'll work on remembering names better when meeting people face to face.
I realy enjoyed gaining a better understanding of the communication hierarchy. One way I feel I can improve my rapport building is by following this format more with my students. Rather than be all about business and all about trying to get them enrolled, I can focus on gaining trust and using the steps in the hierarchy model to follow.
There are even cultural differences and similarities among different states. All that students I work with are in different states than I am, so being able to relate to them in some way, such as a time that I vacationed in their state, is very helpful in establishing that connection with them.
I believe that I need to focus on listening and talking about what is important to the student and why. I also will make sure that they know I'm here to help them through the process instead of trying to sell them something.
I will continue to develop and work on my voice speed. Sometimes, there's just so much that I want to talk to the student about, especially on that initial phone call, that I tend to go much too fast. I need to slow down and allow the student time to process the information.
while attempting to build rapport, I'd like to fucus on learning how to read people more intently. Its true, learning to read people can be a little more challenging than you think.
I think the largest area I need to work on to develop rapport woth others would be my attitude. I think often because my interaction is over the phone I get complacent in my attitude and don't incorperate the same thing I would do in person, like smile or be more outgoing
The skills I need to work on to build rapport with my students on the phone are mostly in my ability to listen to them. I can also improve my attitude, especially at the end of the day when I am tired of talking on the phone. Students pick up on this and may be turned off.
Being more aware of where the conversation is on the hierarchy can really imporve rapport. Noticing if the other person agrees we are at the same level appears to be important.
