Neuro Linguistic Programming

Chapter 7: Creating Rapport 111

Viewing the communication wheel and developing rapport

Classic research by Professor Mehrabian of the University of California at Los

Angeles (UCLA) looked at how people receive and respond to live communica-

tion. He suggests that when an incongruity exists between what you say and

how you say it, 7 per cent of the message is conveyed through your words, 38

per cent comes through the quality of your voice, and a massive 55 per cent

comes through gestures, expression, and posture (check out Figure 7-1).

Although opinion is divided on the actual percentages, most researchers are

in agreement that messages aren’t just conveyed in words, but that the tone

of your voice and body language has a strong impact. If you’ve ever heard

people say that ‘everything’s fine’ when clearly they aren’t well, you know

that the impact of what you see in the other person influences you more than

the words spoken.

Figure 7-1:
The impact
of your com-
munication.

38%

tone of voice

55%

facial expression,

gesture, body

posture

7%

words

Clearly, first impressions count. Do you arrive for meetings and appoint-

ments appearing hot and harassed or cool and collected? When you begin to

talk, do you mumble your words in a low whisper to the floor or gaze directly

and confidently at your audience before speaking out loud and clear?