How do you use humor or rapport-building techniques over the phone?

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Humor and rapport are powerful tools to create positive and memorable phone interactions. Whether you are calling a customer, a colleague, or a friend, you can use these techniques to enhance your communication skills and build trust. In this article, you will learn how to use humor and rapport-building techniques over the phone, and avoid some common pitfalls that can ruin your conversation.

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1 Why use humor and rapport?

Humor and rapport can help you achieve several goals when you are on the phone. First, they can break the ice and make the other person feel more comfortable and relaxed. Second, they can show your personality and interest in the other person, and make them more receptive to your message. Third, they can diffuse tension and conflict, and help you overcome objections or complaints. Fourth, they can create a lasting impression and increase the likelihood of future communication.

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2 How to use humor over the phone

Humor can be tricky to master over the phone, as you need to be careful not to offend, confuse, or bore the other person. Before cracking a joke, it's important to know something about the other person's background and preferences. Self-deprecating humor can be useful in showing humility and confidence, but don't put yourself down or undermine your credibility. Additionally, make sure the humor is relevant to the topic or situation of the conversation. Timing and tone are also key for delivering a joke effectively; use a friendly and upbeat tone and wait for the right moment. Don't laugh too hard or too long at your own joke, and don't interrupt the other person's response.

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Laura Harden

Looking for opportunities to make a difference And bring smiles to faces featuring extensive experience in governance and compliance in Data Entry And Environmental Services.
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Just the ol' proverbial of "laughter is good medicine" is always a remindful mantra to not be guarded from silliness and the spontaneity of joking around about your own self.

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3 How to build rapport over the phone

Rapport is an essential feeling of connection and mutual understanding that you must establish with the other person to make your phone conversation more enjoyable and productive. To do this, use their name in a respectful manner, but don't overdo it. Additionally, demonstrate your active listening skills through verbal and non-verbal cues, such as nodding and mm-hmming. Ask open-ended questions to show your curiosity and engagement, and find common ground to create a sense of similarity and trust. Doing these things can make the conversation more personal and meaningful.

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Jennifer Torres
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I agree, and have found in practice that using a person's name or professional title (such as Doctor), instead of referring to them as sir/ma'am immediately makes the more receptive to you. Additionally, practicing empathy, speaking with "a smile in your voice," and mirroring the person's energy also opens them to communication. Active listening is important in any situation, but keep in mind that it is MOST important in deescalations. Should you be met with an escalated or agitated customer; always let them voice their frustrations without interrupt while actively listening, and then deliver a clear, concise summary of their concerns back to them in a calm, collected, caring voice.

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Devante Smith

Current psychology masters student working toward doctorate in psychology. Research interests include holistic psychological study and theory and animation and its affect on cognition and wellness.
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Take care to be comfortable with silence especially when the conversation involves personal questions. Giving an individual time to think is a respectful way to provide them space and build comfortability.

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Jennifer Snyder

ID Supports Coordinator Team Lead
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Open-Ended questions have been very beneficial when I've first met clients. I've noticed it can help lead them into other topics that could help find a common ground and create that "sense of similarity and trust". Simple as asking what hobbies/interest they have.

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4 What to avoid when using humor and rapport

Humor and rapport can backfire if used inappropriately or excessively on the phone. To avoid this, be positive and sincere, and don't be too personal or intrusive. Respect boundaries, and don't be too casual or familiar. Steer clear of sarcasm and cynicism, as these can easily be misunderstood or misinterpreted. Also, avoid using slang, jargon, or inappropriate language, and don't assume that the other person is comfortable with your jokes or comments. Keeping these tips in mind will help create a friendly and relaxed atmosphere while maintaining professionalism and respectfulness.

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5 How to practice humor and rapport over the phone

Humor and rapport are skills that can be developed with practice and feedback. To hone these skills over the phone, you should record yourself to evaluate your own performance and identify your strengths and weaknesses. Ask for feedback from a friend, colleague, or coach to get tips on how to improve. Additionally, learn from others by watching or listening to videos or podcasts of people who are good at using humor and rapport over the phone to get inspired and motivated.

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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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Devante Smith

Current psychology masters student working toward doctorate in psychology. Research interests include holistic psychological study and theory and animation and its affect on cognition and wellness.
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If you don't know your strengths there's always and chance to find out what they are. Once you do know your strengths be aware that they change. If humor isn't your top strength now it doesn't mean it cannot be or wouldn't be if in another circumstance. In building rapport you can always pair stronger strengths with weaker ones. An example would be using a strength such as an "appreciation of beauty" with humor to build rapport with a client who enjoys gardening, music, or art.

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How do you use humor or rapport-building techniques over the phone?

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1 Why use humor and rapport?

2 How to use humor over the phone

3 How to build rapport over the phone

4 What to avoid when using humor and rapport

5 How to practice humor and rapport over the phone

6 Here’s what else to consider

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