This document discusses non-verbal communication and relationship building with corporate clients. It covers the following key points: 1) Non-verbal communication such as facial expressions, gestures and body language account for 55% of communication. Proper non-verbal cues like smiling, making eye contact and a firm handshake can help build rapport. 2) People have different communication styles like analytical, director, socializer and amiable. Understanding a client's style helps tailor your approach to best connect with them. 3) Individuals perceive information through different representational systems - visual, auditory or kinesthetic. Catering your language to someone's preferred system builds stronger understanding. 4) Understanding factors like

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AIESEC Singapore
BST Camp 2012
Session Title: CORPORATE RELATIONSHIP BUILDING
Facilitator: LOAN & MARK

2. NON-VERBAL COMMUNICATION

3. TOPICS
Non-verbal Cues
• Interpreting
• Implementing
Physical
Appearance
• Dress to Kill!
Mirroring
Technique

4. Gesture is what we know without knowing why
RULE
Words
7%
Tone
38%
Non-Verbal
55%

5. Repetition Contradiction Substitution
Complementing Accenting
Gesture is what we know without knowing why
ROLES OF NON-VERBAL CUES

6. Gesture is what we know without knowing why
SOME TYPES OF NON-VERBAL CUES
• Facial expressions
• Body movements
• Gestures
• Eye movement
• Touch
• Space

7. Gesture is what we know without knowing why
READING NON-VERBAL CUES
Squaring of
the body
Eye
movements
Touching of
face
Setting up
barriers
Repetitive
actions

8. Gesture is what we know without knowing why
TAKE NOTE!
• Don’t find meaning in a single gesture (use at least 3!)
• Consider the context
• Remember cultural differences
• Know the person’s baseline

9. Gesture is what we know without knowing why
7 SECOND RULE

10. Gesture is what we know without knowing why
USING CUES TO YOUR BENEFIT
Warm up
beforehand Stand tall
Smile
Eye contact Lean in Handshake

11. Gesture is what we know without knowing why
PHYSICAL APPEARANCE
Dress according to:
• Professionalism
• Organisational Image
• Client Perception (Do your research!)

12. Gesture is what we know without knowing why
MIRRORING
• To gain rapport subconsciously
• Look, act and sound like the person you’re conversing with
• Make them feel more relaxed, open up
• Gestures, movements, body language, tone, breathing,
speech pattern, vocabulary, attitude etc.
• BE SUBTLE
• Delay movements, use crossover mirroring

13. Gesture is what we know without knowing why
EXAMPLES
The person:
• Crosses his legs
• Leans back
• Puts an arm on the table
• Uses big words
• Speaks softly

14. 1. COMMUNICATION STYLES

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What’s his/her
preferred mode of
communication?

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Analytical Director
Amiable Socializer
Logical
Emotional
AssertiveNon-assertive

17. The Analytical
What they are like…
 Low pace, Logical
 Good with numbers,
analyses, processes,
systems
 Enjoys problem solving & in-
depth conversation
 Tend to be skeptical, slow in
decision making
To charm them…
 Use evidence, proof, facts,
figures, documentation
 Give them the time & space
to analyze!
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18. The Director
What they are like…
 Fast pace
 Task oriented
 Confident, strong willed
 Make decisions quickly
 Interested in results
 Impatient
To charm them…
 Be quick, straightforward,
confident
 Showcase performance/
results/ outcomes
 Leave out the small details
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19. The Socializer
What they are like…
 Fast pace
 Tend to exaggerate &
generalize
 Enthusiastic, friendly,
optimistic
 Love attention, talkative
 Poor attention to details
To charm them…
 Acknowledge their self worth
 Be exciting, upbeat,
optimistic
 Be ready to spend more time
with them & go out of points
 No boring facts & figures
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20. The Amiable
What they are like…
 Slow pace, emotional,
introverted
 Casual & value relationships
 Agreeable, supportive
 Risk adverse
 Cannot say “No”
To charm them…
 Build rapport & connection
 Refrain from being too
excited, aggressive or
enthusiastic
 Provide reassurance that
s/he is making a good
decision
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2. UNDERSTANDING
REPRESENTATIONAL SYSTEMS

22. UNDERSTANDING REPRESENTATIONAL
SYSTEMS
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VISUAL
(SEE)
AUDITORY
(HEAR)
KINESTHETIC
(FEEL)

23. UNDERSTANDING REPRESENTATIONAL
SYSTEMS
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AUDITORY
(HEAR)
• Representing in their minds with spoken
words
• Use words such as “hear” “tone” “sounds
good” “listen” “in tune”
What they’re like
• Moderate vocal rate
• “I hear what you’re saying”
• “How does this sound to you?”
• “This sounds like a good idea, doesn’t it?”
How to build rapport with them

24. UNDERSTANDING REPRESENTATIONAL
SYSTEMS
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VISUAL
(SEE)
• Speaking with pictures flashing in their
minds
• Use words such as “see” “appear”
“imagine” “look” “picture”
What they’re like
• Use pictures, diagrams, charts
• “ I see what you mean”
• “How do you envision success?”
• “What does a great service look like to
you?”
How to build rapport with them

25. UNDERSTANDING REPRESENTATIONAL
SYSTEMS
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KINESTHETIC
(FEEL)
• Representing things in their minds with
feelings and sensations
• Use words such as “touch” “feel” “grasp”
“hold”
What they’re like
• Speak slowly and calmly
• “How do you sense that you are successful”
• “What/How do you feel about this proposal?”
How to build rapport with them

26. 3. UNDERSTANDING “BRAIN FILTERS”
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27. UNDERSTANDING “BRAIN FILTERS”
Away vs. Towards
Internal vs. External
Big Picture vs. Details
Necessity vs. Possibility
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