21 Jan The truth about building rapport
If you focus primarily on the transaction and the measurable outcome of that interaction, you will do things to get somebody from A to B, but you won’t build trust, and despite your best efforts, you will not build rapport.
If it’s a patient, you are increasing the likelihood that your patient will also see this as a transaction, that they are less likely to follow through, or that they are more likely to complain. If it’s a member of your team, then they will feel manipulated; they are more likely to cause problems and don’t expect them to want to contribute at team meetings.
Instead of focusing primarily on the measurable outcome from this interaction, make that secondary and focus on the relationship, building trust and letting the other person know that your priority is understanding. That’s how you build relationships.
We increasingly forget about this in healthcare, and as leaders, we are privileged to influence the people who come to us for help with the expectation that we will always do the right thing.
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