Building Rapport With Users Is Building Rapport With People
We use specific techniques to build rapport in user research, but of course those techniques work to build rapport in other situations. Here’s two great examples of rapport in relationships that map quite closely to rapport in fieldwork.
Instead, miss no opportunity to chat congenially with your new colleagues — lunch, coffee, the proverbial water cooler, whatever. But remember, these conversations aren’t about you. Though you don’t want to seem evasive, avoid leaping into a happy reminiscence about foosball tournaments with your delightful former colleagues.
Think of the process as the workplace equivalent of politicians’ “listening tours” during the run-up to election season. Don’t ask, “So what’s it like to work here?” or “Do you like it here?” or anything else that requires a point-blank value judgment. Ask neutral questions like, “So how long have you worked here?” Then keep quiet.
People love to talk about themselves, and if you can signal that you’re actually interested in what they’re saying — and not merely waiting for your turn to talk — most will do it all day long. (One of the oldest interview tricks that reporters use is silence: There’s a human tendency to fill a conversational void, so let the other person do it.) In addition to signaling that you’re going to fit in, you’ll likely pick up useful clues to help you do precisely that.
It may take a little patience, but you’ll gradually be able to piece together what you need to know about how this new environment works — and who among your new colleagues has the same kind of sensibility as yours. Remember that even if the company is formal and bureaucratic, chances are that at least some of the people who work there are, in fact, agreeable human beings — the kind who like doughnuts.
I picked up a copy of an underground indie best-seller called It’s Not All about Me: The Top Ten Techniques for Building Quick Rapport with Anyone. The author, Robin Dreeke, is in charge of the Federal Bureau of Investigation’s elite Counterintelligence Behavioral Analysis Program. Robin combines hard science and years of work in the field to offer practical tips to build rapport and establish trust.
- Ask them questions.
- Don’t be a conversation dictator.
- Allow them to talk.
- Genuinely try to understand their thoughts and opinions.
- Leave your ego at the door.