BUILDING RAPPORT

1. LISTENING

1.1. FIVE STEPS OF LISTENING

1.2. Reception

1.3. Attention

1.4. Perception

1.5. Assignment of Meaning

1.6. Response

2. ASSERTIVENESS

2.1. TECHNIQUES

2.1.1. Empathy / Validation

2.1.2. Explanation of Problem

2.1.3. Precise Resolution

3. SUMMARY

4. EMPATHY

4.1. Common Barriers to Empathy

5. FEEDBACK

5.1. Rudiments of Effective Feedback

5.2. Soliciting Input from Others