the weather. For example, “Isn’t the sunshine just beautiful?” or “Some snowfall, isn’t it?” Some preferred topics of conversation can be considered small talk . Americans prefer to talk about weather, sports, jobs, mutual acquaintance, and past experiences, especially ones they have in common with their conversation partners. Most Americans are taught to avoid discussing politics or religion especially with people they do not know well because these are considered controversial topics. Look for clues to gauge the client’s interest. You must understand that interaction means that both parties have an opportunity to participate. If one party monopolizes the conversation, both sides lose.
3. AVOID INAPPROPRIATE CONVERSATION As a general rule, avoid the following: 1. Criticizing or belittling others
2. Griping about the firm, the department, managers or staff 3. Passing on gossip or hurtful comments about others 4. Using excessive profanity 5. Starting up bad feelings among people 6. Making racial, religious, or gender insults 7. Making comments with sexual undertones and/or overtones
As a general rule, appropriate conversation includes: 1. Making positive and upbeat comments 2. Being supportive of other people 3. Giving others the benefit of the doubt 4. Complimenting freely and often 5. Acknowledgement of people’s accomplishments, birthdays, and holidays
4. BUILD RAPPORT WITH THE CLIENT 1. Be a good listener. 2. Relate to what they are going through. 3. Invite feedback.
5. BE SINCERE AND SHOW EMPATHY We have preached for years that “ But for the grace of God, go I” and we should understand when working with these people that they are hurting – some are without jobs, without family. That could be us. We need to be sincere in our dealings with our clients and let them know that we do care, we do feel their pain, and we are here to help them.
5
©2023 PILMMA, LLC
Made with FlippingBook - Share PDF online