List of figures List of tables List of case studies Acknowledgements F Foundations F.1 What is rapport? F.2 Learning to manage rapport F.3 Culture and context F.4 Rapport and AI F.5 Structure of the book 1 Principle 1: Watch the Triggers Part 1: How to recognise the triggers and take them into account Practice T1: Clarify and address Goals Practice T2: Balance Autonomy-Control Practice T3: Balance High-Low Attention Practice T4: Respect people''s Face Practice T5: Exercise Fairness Practice T6: Uphold Ethical principles Application activities Part 2: Understanding the triggers more deeply 1.1 The Interpersonal Circle 1.2 Moral foundations theory 1.

3 Interpersonal concerns 1.4 Culture and the GAAFFE Triggers Key takeaways Follow-up reading References 2 Principle 2: Master Reactions Part 1: How to master our reactions Practice R1: Resist negative looping Practice R2: Reappraise events Practice R3: Understand and notice emotional display Practice R4: Build emotional awareness and competence Application activities Part 2: Understanding reactions more deeply 2.1 Emotions, emotion categories and emotional granularity 2.2 Cognitive sensemaking: A theory of blame and appraisal theory 2.3 Emotional display and influencing factors 2.4 Regulating and discerning emotions Key takeaways Follow-up reading References 3 Principle 3: Tailor your Interactions Part 1: How to tailor your interactions Practice I1: Control the (language) Code Practice I2: Heed hidden meanings Practice I3: Adjust your (communicative) actions Practice I4: Tune your timing Practice I5: Stretch and flex your (communication) styles Application activities Part 2: Understanding how communication works 3.1 The communication process 3.2 Achieving mutual understanding 3.

3 Speech acts 3.4 Timing and turn-taking 3.5 Communication styles Key takeaways Follow-up reading References 4 Principle 4: Take People into account Part 1: Why and how to take people into account Practice P1: Manage hierarchy flexibly Practice P2: Heed social distance Practice P3: Understand role responsibilities Practice P4: Foster identity and attitudinal awareness Application activities Part 2: Understanding people factors more deeply 4.1 Pragmatics perspectives on power and social distance 4.2 Role responsibilities 4.3 Psychological safety 4.4 Identity theory and the perception of others 4.5 Microinsults Key takeaways Follow-up reading References 5 Principle 5: Be Mindful of Settings Part 1: Why and how to be mindful of settings Practice S1: Adapt to event norms (Communication settings level) Practice S2: Adjust flexibly to the organisational culture (Organisational setting level) Practice S3: Be responsive to institutional requirements (Institutional settings level) Practice S4: Adjust flexibly to societal expectations (National and international settings level) Application activities Part 2: Understanding Setting factors more deeply 5.

1 Settings as multilayered 5.2 Communicative events 5.3 Psychological safety in organisations 5.4 Homophily and social influence 5.5 Cultural values and their impact on different setting levels Key takeaways Follow-up reading References 6 Case Study applications Part 1: Learning from case studies Case study 6.1: Mismanaged rapport in an annual review at work Case study 6.2: Mismanaged rapport in an international summer camp Case study 6.3: A successful apology Case study 6.

4: Overcoming a problematic relationship at work Application activities Part 2: The value and use of ''critical incidents'' 6.1 What are critical incidents? 6.2 Critical incidents and reflective learning 6.3 Collecting critical incidents Key takeaways Follow-up reading References 7 Concluding comments Index.