5 Ways to Use Interruptions to Build Trust and Rapport.

Whether you are stopping your own inner monologue, or taking a meeting to a quiet place – interruptions happen. Left unchecked they can derail a conversation. The key to stopping the cycle of interruption is to take ownership of the situation to keep things on track. Your leadership is critical to taking a difficult interruption and turning it into an opportunity to build rapport. This is because a sale is the byproduct of understanding, and understanding only happens when people feel they were truly heard by another person. Your mission, regardless of your industry – is to create the best environment for open and honest communication by building trust and rapport.

Acknowledgment Defuses Interruption
The variables are many, however common elements of interruption will take place during most conversations. How you plan for, and respond to these types of personal and situational interruptions will set you apart for the right reasons.

1. Thinking of past or future events. This can be as minor as what you had for lunch, or as consequential as an upcoming meeting. When you aren’t focused on the person with whom you are speaking, it shows. Even if you have the best eye contact, really clear attention to another person becomes visible by your body language, voice tone, and questions you ask. If you think you’re about to lose the customer’s trust, you’re probably right. Be honest and clear with your customer to reinforce trust and stay on track with a phrase like: “My apologies, I want to focus on what you’re saying however I’ve become a bit distracted, are you open to taking a short break while I get some water?”
2. I know! Pick me! Remember when you were a young student, with your hand raised, waiting to be called upon. The emotions from that day in third grade are still triggered from time to time. The difference is you may not literally raise your hand, but you will do something to get noticed. Whether you shift in your chair, tap a pencil, or shuffle papers – you will find a way to say; “Pick me!” To avoid losing rapport, get back on track with a pen and paper: Take notes about the thoughts you are having. Getting them out of your head is key to keeping your focus. This is also how you can return to your notes as the conversation continues.
3. Almost out of time. You’re on a schedule, and so is your customer. The reality is your schedules may be very different. The best way to avoid letting sudden time awareness derail trust is to plan ahead. If you are seeking to move at a faster pace, it must be the first thing you reveal as the discussion begins. If it’s revealed later, you may unintentionally offend your customer. Respecting each others time is vital to a partnership that is strong and effective. To keep the discussion on track from the very beginning you may consider saying a phrase like: “I want to be sure we use our time wisely, how much time do you have for a discussion now?” “Great, I have about an hour so let’s get started.”
4. Let me show you. You have a lot of knowledge and expertise - from years of experience to the latest examples, ready to share. If you sense you want to show your customer something, perhaps it’s because words are not sending a clear enough message. Make a respectful transition and keep the conversation on track by asking permission to present visual material with a phrase like: “I want to be sure we're both on the same page, would it be alright if I shared a few visuals with you?”
5. People, Noise, Phone, Email. You can’t control sounds from the delivery truck, a barking dog, or unexpected knock at the door. You can silence your cell phone, and minimize email and other programs. If your customer is multi-tasking, suggest moving the conversation to a more focused environment. The value proposition for your customer is simple, and can be expressed with a phrase like: “So I can better focus on understanding your unique situation, how do you feel about finding a space with fewer interruptions?”

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​Summary: To use an interruption as a chance to build rapport, you must acknowledge it right away.

With any type of interruption, address it quickly. Consider the examples here, and seek to create your own phrases that include these two elements:

1. Create phrasing focused on the customer.
2. State how you are benefiting the customer.

An underlying element of building trust with others, is to show you trust yourself. If you feel your customer is losing interest in the conversation, trust that you are right. It is irrelevant from where the interruption originates – you, your customer, or a third party. What matters is showing care and attention to factors affecting the conversation. The longer you ignore an interruption, the more damaging it can become. By taking steps to minimize or eliminate interruptions you demonstrate your commitment to understanding the needs of your customer.

Sincerely, 
Phoenix R. Cavalier
Founder, Verus Learning