It Isn't "Small" Talk - How to Build Rapport with Customers and Team Members

Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

In this episode, Dr. Michelli explores the art of small talk and its pivotal role in fostering deeper connections in personal and professional settings. The discussion begins with a personal anecdote about overcoming social awkwardness and learning the actual value of small talk—not merely as conversation filler but as a fundamental tool for engagement and relationship-building.

The podcast outlines practical steps to master small talk, including introducing oneself, remembering names to personalize interactions, taking a genuine interest in others, and finding common ground to enhance conversation quality.

The episode offers actionable advice for leaders and managers on fostering an open communication culture, training teams in active listening, celebrating diverse interests and creating opportunities for informal team interactions. Emphasizing leadership by example, it advocates for managers to engage regularly in small talk that goes beyond work and recognizes team members as individuals.

Listeners can obtain a detailed infographic based on this podcast from Joseph's website. Additionally, those wanting to speak to Joseph are encouraged to contact him directly.

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