“Small talk” might seem petty, says Bill Reid, a retired foreign service officer with the Canadian government and a member of Capital Toastmasters in Ottawa. But light chat is an important business skill that will help put your clients at ease and help you get to know them better.
Reid offers the following advice on conducting effective small talk:
> Ask meaningful questions
Inquire about specific issues that are important to your client, such as his or her job, pets and hobbies.
“[Ask] anything that gets them out of their shell,” Reid says. “The trick is to get them talking about themselves — and many people are reluctant to do that.”
For example, if a client mentions a recent trip to France, do not follow up by asking them how it was. That question tends to lead to the other person saying they had a good time and results in the end of that train of thought.
Instead, draw your clients out by asking questions about which cities they visited and what they would recommend as good sightseeing destinations.
> Avoid debates
While world affairs, politics and religion are important subjects, such controversial topics have no place in light conversations with clients. You should stay away from anything that could lead to conflict.
It is best to keep your opinions to yourself and not ask for your client’s opinion on those topics.
> Maintain “open” body language
In order for small talk to work, you need to show your client that you are sincerely interested in what he or she is saying.
Look your client in the eye during the conversation. If you are speaking with a couple, shift your gaze between the two individuals, but always make sure you are not looking past either of them.
If you and your client are sitting, Reid says, hold an upright posture and lean forward to show that you are engaged.
Also, whether your client is standing or sitting, ensure that you are doing the same. By being at the same level, you are indicating the two of you are equal. If your client is sitting while you are standing, you give the impression of superiority, which does not help the relationship.
> Pay attention
There is no point in engaging in small talk if you are not absorbing what your client is telling you.
At Toastmasters, an international organization dedicated to helping members develop communication and public-speaking skills, members listen to a seven-minute speech and are then expected to provide a three-minute evaluation, Reid says.
While you will not be required to perform that exercise with your clients, ask yourself whether you could do it if you had to. That means paying attention well enough that you will be able to recall key details of what your client has said immediately following the discussion.