In the E.A.R. model, gaining trust and rapport is described as which phase?

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

Answer: (B)

Gaining trust and rapport is the Engage phase. This stage centers on how you communicate and connect with someone to create a calm, cooperative atmosphere. By using a steady tone, open body language, and active listening, you show respect, demonstrate that you’re there to help, and invite the other person to engage in dialogue. That rapport lowers tension, makes it more likely they’ll share information and consider alternatives, and sets the foundation for successful de-escalation.

The other phases have different purposes: Observe is about noticing cues and gathering information, Assess involves evaluating risk and intent, and Control covers the actions taken if de-escalation isn’t possible.