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Reflect On This!

Tests have shown that if a waiter makes a point of repeating customers’ orders back to them using exactly the same words, then their tips increase. This could be partly attributed to the fact that this is a good way of reducing errors. However, it is also thought to involve the reassurance that the customers get when their words (or behaviour) are mirrored and matched.

Rather than receiving a passive “Okay”, they will be more confident that they have connected a little, and that they are going to get what they wanted. They will also feel that the waiter has actually listened to what they want.
 
This approach also helps in a negative situation - such as when a customer is complaining. The complaint can be acknowledged by summarising it back to the customer in their own words, before moving on to find a solution to the problem. This really does help to defuse the situation.
 
Mirror, mirror, on the wall…
You can also use mirroring and matching to build rapport within a business situation. Most people know that the outcome of an interview can often be improved by mirroring the interviewer’s body language. A similar principle applies in other areas of business.
 
For instance, studies have shown that better win-win outcomes are achieved in negotiations when one party mirrors and matches the other’s behaviour. This could include body language - such as the way in which they are sitting or leaning - as well as the words that they use.
 
This approach can also be used when working with a group, either in a training situation or a team workshop. The person with the flipchart should ideally summarise people’s ideas back to the individuals in their own words - and indeed, should write these on the flipchart rather than paraphrasing them. Again, this is a mirror and matching behaviour, and it reassures individuals that they have been heard and understood.
 
So, practice mirroring and matching in different situations – it will help you to gain greater rapport with people and could also increase your powers of persuasion.
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