Conversational Skills - Handout

An employee with good problem solving ability, technical skills and attitude is considered as
valuable asset, and with good conversation skills is an invaluable asset.

Conversational skills are important for both informal and formal context

Informal conversations can be done through

• Exchange of Pleasantries

• Exchange of Likes and Dislikes

• Exchange of Facts

• Exchange of Observations

• Exchange of Opinions

Informal conversations at work are also known as Small Talk

The ability to small talk includes three main components:

1. Tuning-in Techniques

2. Listening manners

3. And acting appropriately when it’s your turn to talk

Small talk Skills

Small talk may seem unimportant, but it has a potentially huge impact on how others respond
to you. It contributes to your credibility and your ability to establish rapport; it also helps set
clients at ease. If you work for a large company, small talk may offer the only way to connect
with people in other departments. In addition, it may be a way to build a bridge of
communication with your superior.

Small Talk

Tuning-in Techniques

• The first step for success in small talk is readying yourself to listen

• The second step is to show others that you are paying attention.
Listening Manners

• Create a setting in which you can listen

• Tune out internal distractions

• Monitor your body language

Give yourself one point for each time you do one of the following.

• Offer words of encouragement

• Repeat or paraphrase what the person said

• Ask and clarifying question

• Prompt the person to continue

Your turn to talk

While it’s usually appropriate to respond to what someone else has said it’s also a good idea to
have a repertoire of topics that you feel comfortable bringing up.

You can find things to talk about paying attention to current events, the weather, the world
around you and developments within your industry.

Tips on what to talk during small talk

• Weather

• Traffic

• Books / Movies / TV Shows

• Business Events

• Meeting Places / City

Here are some tips on how to develop conversational skills

 Each day for a week, come up with a small-talk topic of the day. Try each topic out on a
friend o acquaintance.

 At the end of each day grade yourself on a scale of 1-5 on the success of each topic. Base
the grade on your knowledge of the topic, your comfort in discussing it, the kind of
response it received, and whether you would use a similar topic again.
Opening lines

The most difficult part of any conversation for many people is the beginning. Four categories of
opening lines work well.

The four categories are;

1. Upbeat observation: “This is an impressive facility. It looks as if a lot of thought went into
its design.”

2. Open-ended question: “what’s your impression of this conference so far?”

3. Pleasant self-revelation: “I just started going to graduate school.”

4. General Question: “Where are you from?” or “How long have you worked for XYZ
Group?”

Here are some tips on the topics to avoid during small talk

Do not speak on the following topics:

1. Your health or someone’s personal health

2. Personal misfortunes

3. Income

4. Stories of questionable taste, dirty jokes, or gossip.

5. Religion and highly controversial issues such as abortion

6. Intimate details about your personal life.