Some of the most important relationships at work are built through conversations that seem relatively unimportant. A few minutes of small talk can create connection and rapport, while the way we communicate with clients, particularly when something goes wrong, can strengthen or undermine trust.
This two-hour webinar is a practical, interactive session that explores what makes everyday small talk work and how we can become more confident and effective in the way we engage with others. Participants consider how to initiate and sustain conversations, create opportunities for connection, listen more effectively and become more aware of the part they play in making small talk successful.
The session then takes these fundamental conversational skills into the client environment. It explores how a shift in mindset and a specific framework can change the way we approach client interactions and how listening, empathy, clarity and adaptability can help us navigate conversations when expectations have not been met or emotions are running high.
Throughout, the emphasis is on communicating human to human, building genuine connection and using everyday conversations to strengthen relationships.