Trust & Rapport

Key Learning Objectives:

  1. Influence & Power: When it comes to understanding people and building the basis for any communication and especially persuasive communication to be able to make deals, sales, build sustainable relationship, present ideas, – all is rooted in your power to influence people around you. Mastering communication is mastering your power. 
  2. Sources of Power: Your social power comes from various sources and you may even be unaware of your influence. There are six sources of power. Reward Power; Coercive Power; Referent Power; Legitimate Power; Expert Power; Informational Power. 
  3. Strength of Influence: The strength of influence depends on a) Strength of the Influencer; b) Number of Influencers; c) Immediacy of Influencer(s).
  4. Importance of Communication: We are all social animals and we share a fundamental drive to communicate. Communication influences your thoughts about yourself and others. Communication influences how you learn. As you study efficient communication, you may find suggestions for improvement and clarification from other speakers and writers more experienced than yourself or maybe with the same or less experience but different perspectives. Take their suggestions as challenges to improve; don’t give up when your first speech or first draft does not communicate the message you intend. Stick with it until you get it right. Your success in communicating is a skill that applies to almost every field of work, and it makes a difference in your relationships with others. 
  5. Communication Model: The root of the word “communication” in Latin is communicare, which means to share, or to make common. Communication is defined as the process of understanding and sharing meaning. In order to better understand the communication process, we can break it down into a series of eight essential components: Source; Message; Channel; Receiver; Feedback; Environment; Context; Interference
  6. Various Stakeholder Roles: Each of the various roles can be seen in one person, or there may be the instances where different roles are with different individuals that we are to communicate with. The roles are: Initiator, Influencer, Decision Maker, Payer, Receiver/Patient.
  7. Levels of Rapport: Rapport is the term used to describe a subconscious connection between a sender and a receiver. This is all about “clicking” with the other person(s). Rapport is defined as a close and harmonious relationship in which the people or groups concerned understand each other’s feelings or ideas and communicate well. However, of course, in real life such connections are not created instantly. Rapport has its levels which are listed here from least in depth to most deep: Level 1 – Gestures and Micro-expressions; Level 2 – Empathy; Level 3 – Pace/Tempo of Communication; Level 4 – Values & Beliefs.

Team Task

Total of 3 slides are to be prepared by each team to present in class.

Always have full names/surnames of the students in the teams on the title slide.

After that:

Slide 1:

How would you recommend to start the communication with the patient with the following background (see below the description). You are required to come up as a team with total of 5 initial communication advices – this could include some questions to ask, or topics to raise, or any other advice that you would give to any doctor who’s just about to start communicating with this patient.

  • Patient: Ms. Nino Kajaia
    • 43 years old. Divorced. Two kids – 5 & 7 years old.
    • Unemployed. Lives in a rented apartment – the rent is partially paid by her ex-husband.
    • She has a general distrust towards doctors as she was a victim of an unprofessional doctor behavior in the past.
    • She has very limited sources of income at the moment and she still largely depends on her ex-husband. So for her the cost of any treatment is of immense importance.
    • Condition: Stomach pains, that recently got stronger and which are bothering more frequently than before.

Slide 2

Discuss/Evaluate the following aspects about the above patient. These would be your best guesses based on the above profile.

  • Do you think the patient will be having a Positive Attitude or Aggressive Stance? Why?
  • Do you think the patient will demonstrate Dominance or Agreeableness?
  • Which of the Stakeholder Roles would you attribute to this patient?
  • What do you think is a fear (if any) that the patient is dealing with while visiting you?
  • What do you think is the priority for the patient based on the profile info?

Slide 3

Provide two scenarios of a communication with the patient. One is to be the ideal scenario, – how you think the ideal interaction would go. And another scenario to be the worst case scenario, when many things go wrong in the communication. It’s up to you to think of the scenarios and you are free to come up with any situation development/scenario for the interaction with such patient. You can have some bullet points/short info on slides and verbally discuss the details while presenting.

How to Present?

Choose 3 speakers from each team – each speaker to talk about one slide for a maximum of 2 minutes. Please note that timing is very important to ensure we can listen to as many students as possible. The presentations will usually take place on the second hour of classes. Please make sure you do not speak more than 2 minutes, which is going to be hard, of course, as the topics can get quite interesting and challenging. But let’s stick to timing please and we will have more time then for questions, feedback, discussions and reflection on the points covered.

Looking forward to a very interesting discussion with you!