What are thical practices for rapport building when all your contact is by phone? There is a certain level of trust that is established by being face to face with someone that we as enrollment counselors for our out of state, online students don't have an opportunity to receive. It removes the elements of how your desk looks and how you are dressed and places the positive first impression on voice or communication. We spend so much more time reflecting with our students so we know that we are on the same page. At the same time we must cover the information without boring the student!