This document discusses rapport building. It defines rapport as a harmonious understanding between people based on trust that enables easier communication. It notes that rapport involves having things in common which makes communication more effective. The document presents a diagram showing that effective rapport involves elements like being honest, professional, positive, polite, and specific. It provides steps for building rapport, like matching the other person's physiology, voice, and breathing patterns. Tips for building rapport include listening well, using humor, showing empathy, and discussing safe initial topics. The purpose of rapport is to allow asking questions, having others follow your lead, attract customers and close sales, and conduct productive open conversations.