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How can you build trust and rapport with mobile communication technologies?

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Mobile communication technologies, such as smartphones, tablets, and laptops, have become essential tools for telecommunications engineers to communicate with their clients, colleagues, and stakeholders. However, using these devices also poses some challenges for building trust and rapport, which are crucial for successful collaboration and problem-solving. How can you overcome these challenges and use mobile communication technologies effectively to establish and maintain positive relationships? Here are some tips and best practices to consider.

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Carl Blume

Product marketing consultant | Accelerate growth for B2B software companies | Launch new products | Develop and train…

1 Choose the right channel

Not all mobile communication technologies are created equal. Depending on the purpose, context, and urgency of your message, you may need to choose between different channels, such as email, text, voice call, video call, or chat app. Each channel has its own advantages and disadvantages, such as speed, clarity, tone, feedback, and nonverbal cues. For example, email may be suitable for formal and detailed communication, but it may lack immediacy and emotion. Voice call may be more personal and interactive, but it may be prone to interruptions and noise. Video call may provide visual information and rapport, but it may also require more bandwidth and attention. Chat app may be convenient and casual, but it may also be ambiguous and informal. Therefore, you need to consider the expectations, preferences, and availability of your communication partners, as well as the nature and complexity of your message, before choosing the right channel.

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Carl Blume

Product marketing consultant | Accelerate growth for B2B software companies | Launch new products | Develop and train product marketing teams
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You also need to consider the role of the person/people on the other end. Are they a customer, business partner, or colleague? Choose a service and channel that is appropriate for the type of person you're interacting with, as well as the subject matter to be discussed.

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2 Adapt your style

Using mobile communication technologies also requires you to adapt your communication style to suit the channel and the situation. For example, you may need to use more formal and clear language in email, more concise and direct language in text, more expressive and empathetic language in voice call, more attentive and respectful language in video call, and more friendly and informal language in chat app. You may also need to use different punctuation, emojis, abbreviations, and attachments to convey your tone, emotion, and intention. Moreover, you may need to adjust your timing, frequency, and length of your messages to avoid being too intrusive or too distant. For example, you may need to send a confirmation or a follow-up message after a voice or video call, or you may need to wait for a response before sending another text or chat message.

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Carl Blume

Product marketing consultant | Accelerate growth for B2B software companies | Launch new products | Develop and train product marketing teams
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In customer service situations, it's become more widely accepted to share graphics and video, which can dramatically accelerate problem resolution. Make it safe and easy for customers to send your agent a photo, share their screen, or use video to show the agent what's wrong. Of course, security is key; implement strong communications security features to ensure customers feel comfortable.

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3 Build rapport

Building rapport is the process of creating a connection and a mutual understanding with your communication partners. Rapport is essential for trust, cooperation, and satisfaction in mobile communication. To build rapport, you need to show interest, respect, and appreciation for your communication partners, as well as share some personal or professional information that can create common ground. For example, you can use small talk, compliments, humor, or stories to break the ice and warm up the conversation. You can also use open-ended questions, active listening, feedback, and empathy to show your attention and curiosity. You can also use gestures, eye contact, smiles, and nods to show your engagement and agreement in video calls. Furthermore, you can use acknowledgments, apologies, and gratitude to show your politeness and professionalism.

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4 Avoid misunderstandings

Misunderstandings are common in mobile communication, especially when using text-based channels, such as email, text, or chat app. Misunderstandings can occur due to various factors, such as lack of context, tone, or nonverbal cues, as well as different cultural or linguistic backgrounds, expectations, or interpretations. Misunderstandings can lead to confusion, frustration, conflict, or mistrust in mobile communication. To avoid misunderstandings, you need to be clear, concise, and consistent in your messages. You need to use simple and precise language, avoid jargon, slang, or idioms, and explain any acronyms or technical terms. You need to use punctuation, emojis, or capitalization to indicate your tone, emotion, or emphasis. You need to check your spelling, grammar, and formatting before sending your messages. You also need to confirm your understanding, ask for clarification, or provide feedback when in doubt.

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Carl Blume

Product marketing consultant | Accelerate growth for B2B software companies | Launch new products | Develop and train product marketing teams
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New, AI-driven tools can help reduce misunderstandings. For example, many video conferencing services now offer meeting summaries that can be reviewed by participants after the call. In contact centers, tools can produce complete transcripts of every call for review by the agent and/or manager for quality assurance. Tools can even monitor customer sentiment in real time, analyzing a variety of customer language cues to graphically indicate to the agent and their manager how the agent is being perceived by the customer.

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5 Follow the etiquette

Etiquette is the set of rules and norms that govern the behavior and conduct of mobile communication. Etiquette is important for creating a positive and professional impression, as well as respecting the privacy and convenience of your communication partners. To follow the etiquette, you need to be aware of the dos and don'ts of mobile communication, such as when to use or avoid certain channels, how to greet and close your messages, how to address and refer to your communication partners, how to request or offer assistance, how to handle sensitive or confidential information, and how to deal with errors or delays. You also need to be mindful of the time zones, schedules, and preferences of your communication partners, and avoid interrupting, spamming, or ignoring them. Additionally, you need to be courteous, honest, and accountable in your mobile communication, and apologize or rectify any mistakes or problems.

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6 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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How can you build trust and rapport with mobile communication technologies?

1

2

3

4

5

6

1 Choose the right channel

2 Adapt your style

3 Build rapport

4 Avoid misunderstandings

5 Follow the etiquette

6 Here’s what else to consider

Telecommunications Engineering

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How can you build trust and rapport with mobile communication technologies?

1

2

3

4

5

6

1 Choose the right channel

2 Adapt your style

3 Build rapport

4 Avoid misunderstandings

5 Follow the etiquette

6 Here’s what else to consider

Telecommunications Engineering

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