We spend so much time worrying about the content and process of the projects and initiatives that we’re involved with that we lose sight of what’s right in front of our eyes. Never forget that ultimately we’re in the people business – the relationship business. That means building rapport by paying more attention not only to the content of what we’re saying, but to the nuance of how it’s being said. Knowing that the non-verbal cues need to be consistent with what people are hearing. None of this is necessarily easy; it takes coaching and practice until it becomes so natural and comfortable for you that it can only feel comfortable for the receiver. That’s when the magic happens.