The Fine Art of Small Talk: How to Start a Conversation, Keep It Going, Build Networking Skills -- and Leave a Positive Impression!

show an interest in the lives of your customers/clients/patients every chance you get.

Joe, thanks for taking the time to help me with this question. That makes Joe feel his role is important.

it would be a mistake to make the client “wrong.” It’s better to say, I realize it’s frustrating to experience this. What can we do from here?

If you don’t know someone’s name, take a moment to ask, and then repeat it.

Stop being an adviser. When you mention a problem you might be having with an employee or an associate, do people offer advice without asking any questions?

Use small talk as a picture frame around business conversations. Begin and end with small talk

Use the person’s name in conversation. You are more likely to get special treatment by using the person’s name.

• Express empathy. Everyone is entitled to be listened to, even when in the wrong.

Dig deeper. When you engage in a conversation, don’t leave it too quickly.