Previously, we set the ground work for establishing connections and maintaining rapport as an effective starting point when it comes to networking.  When most people hear the word networking, they may think of a local chamber commerce meeting or a cocktail party, boring small talk, and just what to use when leaving early. However, networking is how most people get clients, find employees, a new restaurant spot, a place to vacation, and most importantly it is the basis for developing relationships.  Regardless if you are an introvert or extrovert, you can be successful at networking. It is just a matter of figuring out your style.  What is your philosophy on networking?

How do you feel about meeting new people? Do you dread the thought? Or, do you look forward to engaging conversation everywhere, all the time?

The main underlining message behind networking is building bridges.  Setting out to make a good first impression is always important when meeting someone for the first time.  Try smiling, it is contagious.  People recognize positive energy, just be genuine and consistent with who you are and others will be encouraged to engage in conversation. There is no need to be over the top, rather it is more about doing the small things that really matter.  For example, a friend of mine was walking into his local chamber of commerce meeting and held the door open for the person walking in behind him.  This simple gesture led to a conversation and potentially will lead to having a new client.  More importantly, a bridge was formed.  You never know who you might meet on a given day; you should be ready to set yourself apart from the others.  Be authentic, but standout!

Go out and ask questions but remember to listen.   Asking questions and getting to know someone is a very easy way to network. In return, be ready to answer questions about yourself in a confident yet humble manner.  You might want to have a line rehearsed about who you are and what you do.  Don’t make it robotic and be yourself; the more you do this the more natural it becomes.  Take this time to practice listening and follow the steps of becoming an active listener, it will take time but you will improve.  I know you may start daydreaming about how great your weekend is going to be and may miss an entire conversation but if all else fails when it comes to retaining anything from the conversation, at least remember their name.  People like hearing their name, pay them a compliment by remembering their name.  Master listening and you will set yourself apart from others, unfortunately most of us are too busy wanting to speak we forget to listen.  Nobody ever said it was going to be easy and it requires a lot of work but with a little practice we can master this skill.

I think the hardest part of networking is maintaining the relationships we have established.  Do you ever sit back and wonder what happen to a co-worker or college roommate?  When this happens to me, I find ways to reconnect and then practice keeping in touch.  A simple text message, email, or phone call goes along way yet it usually gets passed up because we are too busy.  The social media platforms such as Facebook, Twitter, & Linkedin have simplified this process for you.  It may take you a few hours to get these platforms up and running but after that you just need to check back periodicly. This is probably the easiest way to network with people.  It just takes a little time and you can make that happen, right? Taking the time to put out a little effort  lets others know you really care.  Stop making the excuse, there is no reason to lose contact with a friend or co-worker.  Do the little things that will keep you in touch.

CRUX: Take every opportunity to set yourself apart from others.  Do the little things like building bridges, listening, and making an effort to keep in touch.  This takes work and practice but focusing on others will ultimately lead to a chance for you shine.

“Success in life, in anything, depends upon the number of persons that one can make himself agreeable to.” -Thomas Carlyle

I originally planned on writing about networking, however establishing connections and maintaining rapport is an important starting point.  When it comes to developing and building relationships there are a few things you can do to create solid rapport.  How would you define Rapport?

When meeting someone for the first time it is important to seek common ground.  To begin with, you could research the person to find a common interest or topic of discussion.  This has become much easier recently due to social media platforms and the internet.  Creating this starting point will set up the basis for an engaged conversation you can build upon.

At the beginning of any relationship we should adjust our communication style accordingly as we begin to develop rapport.  You may need to change your pitch, tone, and vocabulary to match the level of the person you are conversing with.  Three types of styles include audio, visual, and kinesthetic.  People will give cues to the style they prefer through there words and actions.  I found a very interesting article by Joe DeVito called Conversational Coolers and Warmers which discusses conversation styles and characteristics of conversation. The purpose of engaging in this conversation is to build comfort and rapport, not to impress people.  

Next, we need to engage actively and lead through listening.  This is one of the most important skills to master, yet the least developed.  The key aspects of active listening involve: eye contact, focus, timing, and summarizing a conversation.  The most important part of actively listening is to actually listen.  Asking questions or giving verbal cues will allow you to seek a common understanding in the conversation and help with the retaining efforts.  For more depth, refer to a earlier post on Becoming an Active Listener.  

 Lastly, remembering names is an important aspect of developing rapport.  Using a person’s name makes them feel comfortable and even important.  By remembering someone’s name you are paying them a compliment.  So decide this is must, begin to associate that name with an object, picture, or even a word that rhymes with it and use their name in conversation. 

CRUX: Become an excellent communicator and build connections and rapport with people.  We must seek common ground, adjust our style, and take part in active listening.     

                                                                                                     
Every person, all the events of your life are there because you have drawn them there. What you choose to do with them is up to you.” – Richard Bach

We are constantly being evaluated in every aspect of our lives and we can choose to control how others perceive us by our choice of words and our body language.  People speak to themselves at a rate of 200 words per minute and we are constantly giving cues to what we are thinking.  The practice of motivating others through positive communication will draw others towards you and make you stand alone.

The first key to positive communication starts with reframing.  This process involves rephrasing a negative comment or statement into something positive that is non-threatening.  Three phrases I have learned to help reframe from negative comments are: yet, up till now, and in the past.  This is a very important leadership practice for young individuals aspiring to be great.  If you are building others up you are putting off a vibe that becomes contagious and others want to be around. 

On a daily basis we are flooded with negative energy which can also be contagious.  If you watch the news you may get a story or two within the hour that is actually positive.  It is difficult to have a positive perspective if everything we hear is negative.  Sometimes we need to choose to be deaf to negative input.  Becoming aware of how you interact with others will help you realize how to improve.  Consider carrying a journal around and track your interactions throughout the day in order to grasp an understanding of how well you perform.

Lastly, we want to avoid using “ums” and “ers” and we should eliminate these from our vocabulary.  The best way to by time when communicating is to pause. Rather than fumbling your words consider pausing and grabbing your words prior to speaking. Mastering this concept can be the single most significant tool in communication. When you pause, you will be sending a message to your listener and also gaining their attention.

CRUX: Reframe from using negative remarks and master single most significant communication tool.

Wise men talk because they have something to say; fools, because they have to say something.” -Plato

There are many reasons a customer could be acting difficult.  Understanding why will make it easier to satisfy their needs.  This topic is closely related to a recent post on active listening because being able to listen will help you manage a difficult customer.  How successful you are in coming to an agreement will dictate if they stay a customer or leave for a competitor. So, how do we deal with a difficult customer?

It is very important to remain calm and not play into the emotions of a customer.  Sometimes the confrontation is heated, however maintaining logic rather than engaging their emotions will help you manage the situation.  It is very important to let the customer vent while not interrupting.  Once the customer has finished, restate the customer’s emotions and accept their point view while trying to find common agreement.  We want to turn the negative situation into something positive and while creating a common understanding.  Display empathy, we want to avoid words that are emotional triggers such as: can’t, no, I don’t know, and policy.  Lastly, we want to resolve the situation.  We need to confront issues and create a resolution.  People like hearing their name, so use it. Offer to help and get them to state what would create a resolution.  When I worked in the hotel industry, we had a 100% satisfaction guarantee policy. Although rarely used, this was a vital tool to successfully offer a resolution.  Ultimately, it brings great pleasure to a customer if they are able to suggest the resolution.  Ask the customer, “What can I do to resolve the situation?” or “what would be fair to you?”  Listening is the most important tool to having great customer service.

CRUX: Listen around the edges, understand their feelings and emotions.  Engage logically while confronting issues and finding a resolution.

Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”  -DONALD PORTER

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