IIC Principles and Practice of Insurance C11 Question # 16 Topic 2 Discussion
C11 Exam Topic 2 Question 16 Discussion:
Question #: 16
Topic #: 2
[Industry Organizations; The Customer – Communication Skills]
Patrice works as a broker meeting a new client. He is building rapport by performing similar actions to those of his client. Which form of in-person communication is he engaging in?
Mirroringis a communication technique used to build rapport by subtly matching another person’s body language, tone, gestures, or pace of speech. It is widely used in sales, client consultations, and negotiations. When done professionally and subtly, mirroring helps clients feel understood and creates psychological comfort, making it easier to discuss needs and gather accurate underwriting information.
Option B, copycatting, implies obvious or exaggerated imitation and is not a recognized professional communication method. Option C, transparency, refers to openness and honesty, not physical or behavioural alignment. Option D, open listening, is active listening—important, but unrelated to mirroring physical actions.
Since Patrice is deliberatelyperforming similar actionsto his client, he is engaging inmirroring, makingAthe correct answer.
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