Think of someone you know who's brilliant at small talk. What exactly do they do that makes it work?

A natural way to answer

My old manager had a real gift for it. She'd draw people out with genuine questions and actually listen to the answers. She never dominated; she made space for you to talk, which is rarer than you'd think.

Key phrases to use

• puts people at ease — makes others feel relaxed and comfortable“Her warm tone immediately puts people at ease.”
• make it all about themselves — turn every conversation back to their own interests or experiences“He listens properly and never makes it all about himself.”
• draw people out — gently encourage someone to talk and open up“A good interviewer knows how to draw people out.”