There are a few tell-tale indicators that will tell you when you have established rapport. As you match and mirror a patient or customer, you may notice some feelings of warmth between you. That might sound a bit ‘fuzzy’, but can you recall getting on really well with someone you’ve just met? It feels like you’ve known them for a long time, even when you haven’t. 

You may notice a colour change in a patient’s face or what’s known as ‘pacing’. In true rapport, if you move your left hand, the patient or customer will move their hand too. If you see this, you know you are ready to exchange important information. But how often do we just get on with telling people the facts about their medicines and forget about rapport?

And when you’re finished and have ensured understanding, you can simply change position to gently break the rapport. Do this subtly, and the patient or customer will subconsciously recognise the conversation has moved into a different phase.