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Dealing with Complaints Curriculum Training 35 Building a Good Relationship To be able to provide excellent service, we have to establish the right environment, have This is the state in which people feel comfortable in each other’s company. There are four key ways of building this good relationship: Let’s try this out.
AC8 – BUILDING A GOOD RELATIONSHIP
Matching • Matching a person’s behaviour gets you into a good relationship with them, while mismatching leads to conflict. • Matching makes the most of the similarities you have with them and plays down the differences. • Matching language is important – for example, technical words for technical people and non-technical terms for the non-technical. • If you don’t have a good relationship with someone, you won’t reach a mutually satisfactory outcome.
The right voice • Changing the speed and volume of your voice, to match their speed and volume, builds a better relationship with them. • Harmonising voice tone and tempo brings good results. |