Gaining trust and rapport is part of which phase of the E.A.R. model?

• A. Engage
• B. Assess
• C. Control
• D. Observe

Answer: (A)

Gaining trust and rapport fits the Engage phase because this stage is about making initial contact in a way that lowers defensiveness and opens up cooperative communication. In Engage you establish a respectful, non-threatening presence, use a calm tone, open body language, and active listening to show you’re there to help. Building that connection gives the other person a sense of safety and willingness to engage, which makes it easier to proceed to the next steps of assessing the situation and deciding on de-escalation or other actions.

Think of it as laying the groundwork: without rapport, questions in the next phase to assess risk or needs are more likely to be met with resistance. The other phases have different primary aims—Assess focuses on gathering information and evaluating risk, Observe is about monitoring behavior and surroundings, and Control centers on safety actions or restraining measures when necessary.