hello this is Janet Efere from Tadpole
Training now today I've got a question
for you - how do you build rapport with a
new customer? I'm not talking about in
the normal world I'm talking about in
this world where everything is virtual
and you might not actually be able to be
face to face with a person - so I'm going
to share with you some tips that work in normal customer interactions but
which you can adapt slightly if you're
using zoom or some online technology. So
the first thing is if you are meeting
someone new, you can't go wrong with a
smile and with eye contact so "hi pleased
to meet you"
this smile goes back to the old
demonstrating by showing people your
teeth that you haven't got a concealed
weapon in them - not very nice but true!
What you should also be doing is giving
eye contact - now at the moment I look as
though I'm looking at you but any of you
who have done recordings or taken
pictures on mobile phones know that I'm
actually not looking at you, I'm looking
at the camera if I was to look at myself
which is what it can be very easy to do, 
you will see that it doesn't look as
though I'm actually facing towards you
and that's a bit weird for the person
watching, so always make sure that you're
looking at the camera because then it
creates the impression of giving eye
contact.  okay so those are two things
that you can do, now let's have a look at
body language in general. One of the
reasons that it can be hard to build
rapport is if you feel nervous it may
show in your body language, so I'm gonna
give you a tip which works whether it's
face to face and it's this so
first of all be upright, because being
upright creates a feeling of confidence
and also with your limbs - if I was to sit
like this you would know pretty quickly
that I didn't feel comfortable or if I
was turned away like this, particularly
if I was talking in that
correction it creates the barrier my arm
is between me and you, so by facing the
person you're talking to and being
relatively open with your arms and also
with your legs - the way you stand - what
you're doing there is you are saying "I
am confident" and why does it do that?
well in the old days when we perhaps had
to meet new groups of people or they
could potentially be people who were
going to kill us, by having an open body
stance what you're saying is I am so
confident that I trust you're not going
to attack me look I will prove that
because all the soft bits in my body the
bits that if you attack will kill me I'm
exposing them to you by letting my arms
and my legs have this positive stance so
exactly the same thing on camera if I
was to sit here hunched up like this
looking a bit uncomfortable then you
feel uncomfortable too so make sure that
your body language is as positive as it
can be now again if we were talking
about the old days we would shake hands
with someone to say hello - well you can't
really do that on camera and again if
we're speaking face to face no one's
going to want to shake your hand at the
moment - I'm not even sure they'd want to
do an elbow bump, but I want to explain
to you the psychology behind shaking
hands and as you can see if I'm offering
to shake your hand (okay virtually) you
can see that there's nothing in my hand
it's empty and that goes back to old
times as well, because if I was a
potential enemy I could easily conceal
something in my hand to attack you with - 
like a knife so that's one of the
reasons why we shake hands.
So the final tip I'm going to give you
and again this works either face to face
or using virtual content, is eye contact
so I've already said look to the camera
if you're going to be recording
something, but here's the other thing I
hope when you're watching one of my
videos you get a feeling of warmth,
because what I do is - and I hope that
comes through with my eyes - but I talk to
everyone whether it's a camera
because I can't see you, or whether it's
a real person, I talk to them as though
they're my best friend as they are
someone I absolutely love spending time
with and I hope (and I've been told that
that warmth comes across) because frankly
I wouldn't want to work with people that
I didn't like if I didn't feel warm
towards and that can really make you
stand out, so I guess my message today is
I want to encourage you not to be afraid
of the camera but whether you're talking
with people in a real environment or a
virtual environment your body language
is absolutely massive, so let's go
through it again good eye contact, smile,
make sure that you're pointing towards
the person that you're speaking to, have
a relatively open posture and if you're
going to shake hands understand why
you're doing it is to show you not
concealing anything and then finally
look at people with genuine warmth, 
because it really does make a difference.
I hope you've enjoyed this you take care
of speak to you soon - bye bye
