Last updated on Jul 3, 2024

Your client is unresponsive to your attempts at rapport. How can you break the communication barrier?

Building rapport with clients is crucial, but what do you do when your client seems unresponsive? It can feel like hitting a brick wall, but don't worry—there are strategies you can employ to break through the communication barrier. The key lies in understanding your client's communication style and preferences, being patient, and demonstrating genuine interest in their needs. By adopting a tailored approach and using empathetic communication techniques, you can create a stronger connection and foster a more collaborative partnership.

1 Assess Style

To build rapport with a client who is unresponsive, start by assessing their communication style. Everyone has a unique way of interacting, and your client's style may differ from yours. Pay attention to their non-verbal cues, preferred communication channels, and response patterns. Are they brief and to-the-point, or do they prefer detailed conversations? Adjust your approach accordingly. For example, if they favor email over phone calls, respect that preference and tailor your messages to be concise and clear.

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Eduardo Vallejos

EV
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Si es dificultoso establecer una comunicación fluida con un cliente, evidentemente pueden ocurrir dos cuestiones claves: 1 - Estamos utilizando un canal poco adecuado a la comodidad del cliente. 2 - El contenido de lo comunicado es intrascendente al cliente. Es decir, estamos transmitiendo "cosas" sin importancia y lo peor de todo por el canal equivocado. No existe comunicación sin feedback si el contenido es de utilidad al receptor.

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2 Listen Actively

Active listening is a cornerstone of effective communication, particularly with an unresponsive client. Ensure you're fully present during interactions, showing that you value their input. Reflect on what they say and ask clarifying questions to demonstrate understanding. This investment in understanding their perspective not only helps break down barriers but also builds trust, showing that you're engaged and committed to meeting their needs.

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3 Empathy First

Empathy is powerful in overcoming communication barriers. Strive to understand the client's situation from their perspective. This might involve acknowledging their workload, pressures they're facing, or their past experiences with service providers. By expressing genuine concern and willingness to help, you can create a more open dialogue. Empathy also helps in tailoring your service to address their specific concerns, which can encourage a more responsive attitude.

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Dajon Coleman

Strategist and Dynamic Leader | Empowering Teams for Success | Driving Innovation in Workforce Development
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The best way I have built lasting relationships is to involve myself where I can. When a client is going through a lot. I offer my self up as a resource even if it's not my job, I truly care about helping others. So I sacrifice my time to help them and show my value to them. When you position yourself as an asset they will eventually be more willing to support you because you went above and beyond for them. Show them you respect their time and take the extra initiative.

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4 Patience Pays

Patience is vital when dealing with an unresponsive client. Building rapport doesn't happen overnight; it requires time and persistence. Don't rush the process or force interactions. Instead, give your client space to respond at their own pace. Gentle follow-ups can remind them of your presence without being intrusive. Over time, this respectful approach can help lower defenses and foster a more communicative relationship.

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Dajon Coleman

Strategist and Dynamic Leader | Empowering Teams for Success | Driving Innovation in Workforce Development
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I am a huge advocate for being patient and understanding that your client has other priorities over you. So continue to message them in a finely paced cadence. This lets them know you are hear for the long haul, but aren't willing to be over bearing. The most important thing though is ensuring that every message has value get to know them and their needs or interests and connect on a personal level.

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5 Personal Touch

Adding a personal touch can make all the difference in building rapport with a client who seems distant. Sharing a bit about your own experiences or interests can humanize the interaction and make you more relatable. However, maintain professionalism—balance is key. Personal anecdotes related to business situations or light-hearted comments that reflect their interests can help warm up the conversation and make future interactions more fluid.

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6 Flexibility Matters

Lastly, be flexible in your approach to communication with your client. If one method isn't working, don't be afraid to try another. Perhaps your client would respond better to a visual presentation rather than a written report, or maybe they'd appreciate a quick check-in call instead of an email. Being adaptable shows that you're committed to finding the best way to work together, which can encourage your client to be more responsive.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Your client is unresponsive to your attempts at rapport. How can you break the communication barrier?

1

2

3

4

5

6

7

1 Assess Style

2 Listen Actively

3 Empathy First

4 Patience Pays

5 Personal Touch

6 Flexibility Matters

7 Here’s what else to consider

Relationship Building

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Your client is unresponsive to your attempts at rapport. How can you break the communication barrier?

1

2

3

4

5

6

7

1 Assess Style

2 Listen Actively

3 Empathy First

4 Patience Pays

5 Personal Touch

6 Flexibility Matters

7 Here’s what else to consider

Relationship Building

Rate this article

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