Establishing rapport: the secret business tool to success

Wayne A. Hollman (Wayne A. Hollman is in the Department of Management, California State University, Fullerton, California, USA)
Brian H. Kleiner (Brian H. Kleiner is in the Department of Management, California State University, Fullerton, California, USA)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 August 1997

Abstract

Rapport is important in business. It can be described as a feeling you experience when you are with someone you intuitively like. And since so much of communication is non‐verbal, rapport is often developed on more of a subconscious or subliminal level. There are many methods and ways to help establish and build rapport. Some of these are verbal, such as matching another’s rate of speech. But many are through non‐verbal communication, such as pacing, mirroring, leading, or study of another’s sensory perceptions. Contends that using these techniques in building rapport can help us in our personal relationships, and certainly has application in business as well.

Keywords

Citation

Hollman, W. and Kleiner, B. (1997), "Establishing rapport: the secret business tool to success", Managing Service Quality: An International Journal, Vol. 7 No. 4, pp. 194-197. https://doi.org/10.1108/09604529710173015

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Publisher

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MCB UP Ltd

Copyright © 1997, MCB UP Limited

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