Building rapport in the workplace

Creating strong and healthy working relationships is an important part of any role. Whether you work with clients or as part of a team, it’s essential to build rapport, meaning establish a connection built on trust, respect and mutual understanding. 

By building rapport, you help create a positive workplace culture, which is important to job satisfaction and overall enjoyment of work. Being able to develop rapport with others doesn’t come naturally to everyone, but it’s a soft skill you can work on and improve over time. In this article we discuss what rapport is, why it’s so important, and how you can grow your rapport-building interpersonal skills. 

What is rapport building and why is it important? 

Rapport building means creating positive connections with colleagues, supervisors, clients and any other stakeholders. It involves developing a respectful and friendly working relationship that makes for smooth communication and collaboration, and enjoyable teamwork. 

Rapport building is crucial for creating a positive work environment where people feel valued, supported and motivated to work together towards common goals. 

It helps to: 

• improve teamwork, 
• reduce conflicts, 
• improve communication, and 
• contribute to overall job satisfaction and productivity.

Who should establish rapport in the workplace?

Whether you’re an entry-level employee or in senior management, building rapport is an essential skill in every industry. It’s especially important when dealing with clients and customers directly, as these relationships are at the core of happy, satisfied and returning business. 

Building rapport for new employees

As a new employee, building rapport is important if you want to integrate smoothly into a new team. Developing good relationships with co-workers and supervisors helps build trust, which is crucial for collaboration, communication and teamwork. Getting along well with your team will help you feel more comfortable asking questions as you settle into your new role. 

Building rapport for managers

Building rapport is equally important for managers, both with their team and with their managers. Building rapport with team members allows managers to understand their needs, concerns and motivations better, enabling them to be a fairer and more empathetic leader. 

When it comes to working alongside senior leaders, building rapport is part of ‘stakeholder management’. It helps managers increase their visibility to the leaders above them, which in turn makes them more influential at an organisation, and more likely to receive support and promotions. Building rapport with seniors is essential for professional development and an important part of negotiating for more budget or resources.

Regardless of your position within an organisation, building rapport with colleagues both senior and junior is worth making the effort. Be proactive building relationships with others and be receptive when someone tries to connect with you. 

Benefits of building rapport in the workplace

There are many reasons why you should develop rapport with colleagues. Here are some of the benefits:

• Better communication and collaboration 
• Builds a sense of belonging and community in a team
• Increased trust and cooperation
• Improved morale and job satisfaction
• Reduced conflict and improved conflict resolution

How to build rapport 

There are plenty of ways to improve your own rapport-building skills. Here are a few ways to help you establish a rapport with your workmates and clients.

Step 1: Make a memorable introduction

Making a good first impression goes a long way in establishing positive workplace relationships. When you first meet someone, introduce yourself clearly and confidently. Depending on the situation, you can offer a handshake and a smile. Make a point to remember your colleagues’ names when you meet them, and when you introduce yourself, include your role or an interesting detail about yourself, so they have context about who you are. 

Step 2: Practise active listening

Active listening is an important part of building rapport. When someone is speaking, give them your full attention. Avoid distractions like looking at your phone, staring into the distance or multi-tasking. Instead, focus on the speaker and listen to what they’re saying. Maintain eye contact and use non-verbal cues like nodding, leaning in and open body language, to show genuine interest. Active listening is a great first step to de-escalating a situation with a frustrated client or teammate.

Step 3: Ask the right questions 

Asking good questions can help further develop your relationship with your colleague, manager or client. Use polite and generic ‘get to know you’ questions that aren’t too personal or probing. Ask questions that are appropriate to the specific situation. 

When making small talk, ask open-ended questions that invite longer responses and encourage the flow of conversation. Avoid closed questions that can be answered with “yes” or “no”. Common questions to ask include those about hobbies, interests and  weekend activities. 

Step 4: Be mindful of your body language 

Your body language is just as important as your words. Use open body language to show the person you’re genuinely interested in getting to know them, such as: 

• Eye contact to demonstrate attentiveness 
• Avoiding crossed arms or closed fists
• Soft or neutral facial expressions 
• Smiling genuinely to convey warmth and approachability
• Respecting personal space

Maintaining a friendly demeanour makes it easier for your colleagues and clients to work with you. Smile, greet people warmly, and initiate casual conversations when the opportunities arise.

Step 5: Discover common interests 

Finding common ground can help establish a connection and build rapport. Hobbies, interests and professional background are some great starting points. Asking open-ended questions and picking up on clues in general conversations can be a great way to uncover shared interests.

Once you have made connections, continue to build a rapport with your colleagues by maintaining friendly conversations when you can. Keep all your conversations professional and maintain appropriate boundaries at all times. 

Step 6: Be genuine and respectful during an interaction 

When you’re genuine, people are more likely to see you as being trustworthy, and are likely to respond the same way. By treating people with respect and sharing appropriately, you can help others feel comfortable opening up to you. 

You can build respect with colleagues by being inclusive in discussions. Invite and show respect for diverse perspectives, even when you don’t have common ground with someone. Being able to respectfully disagree with people will help you build rapport with those who don’t share your values. 

How to build and maintain good rapport at work 

There’s more than one approach to building and maintaining a good rapport with those around you in the workplace. Here are some ideas for building connections with different groups of people.

With colleagues

Establishing positive relationships with colleagues helps create a work environment that is enjoyable for everyone. To build and maintain a good rapport with your colleagues:

• Practise active listening
• Show genuine interest in what they say 
• Offer help and support when needed 
• Initiate conversations
• Ask for advice or a favour. This shows you respect them and value their opinion.

With clients and customers

Establishing positive relationships with your clients and customers plays an important role in building trust and loyalty, which are essential to winning repeat business. It can also help you deliver products and services more effectively, because you better understand their needs and expectations. When it comes to building and maintaining a rapport with your clients, it’s important to:

• Listen to their needs and concerns attentively
• Communicate clearly
• Demonstrate genuine interest in their successes
• Go the extra mile to provide exceptional service

Building rapport takes time and effort, but with it comes a range of benefits that help make your time at work more enjoyable and productive. By following the tips and tricks set out in this article, you can work on your rapport-building skills and make stronger connections with your teammates, your clients and even your senior leadership team. 

FAQs

What are the steps to build rapport?

Building rapport and connecting with others doesn’t come naturally to everyone. If you’re unsure of where to start, follow these steps:

1. Introduce yourself
2. Find common ground
3. Practise active listening
4. Use positive body language
5. Ask open-ended questions
6. Be genuine
7. Show empathy

What is the fastest way to build rapport?

Building a rapport can take time and depends on how receptive and open the other person is to establishing a connection. To proactively build rapport with someone:

• Encourage them to share details about themselves
• Find common ground and shared interests
• Ask open-ended questions
• Be genuine in your approach

How do you build rapport with one another?

Building a rapport between two people requires both parties to actively participate in establishing a connection. Asking open-ended questions about one another can help you to get to know each other and identify anything you have in common.

How can I build rapport with someone who seems difficult or unapproachable?

Building rapport with someone who appears difficult or unapproachable can be challenging, but not impossible. Ultimately, building rapport with difficult or unapproachable people requires patience, empathy and persistence. Be mindful of their boundaries and comfort levels. If they seem hesitant or unresponsive, give them space rather than pushing them to share more information. It can also help to find their preferred communication style, so you can adapt to suit their needs. Sometimes maintaining a good working relationship with someone means taking a step back and respecting their need for space.

Is building rapport online different from building rapport in person?

Building rapport online is subject to different dynamics from in-person interactions. Since online communication is mainly written, it’s important to be clear and expressive in your messages, to convey tone and inject warmth. Building rapport online means actively engaging in chats and message-based conversations, understanding the other person’s messaging style, and matching their response times and use of emojis and memes.  

How can I build rapport as an introvert? 

Introverts often excel at listening and observing, so use these strengths to your advantage by being perceptive and attentive. People appreciate being heard, and simply listening without interrupting or diverting the conversation can help build rapport. If you’re more comfortable interacting in one-on-one settings, avoid trying to build rapport in group environments.