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Securing Your Role as a Trusted Advisor - April 2014
1.
Securing Your Role
as a Trusted Advisor IAPSC Conference| April 2014
2.
3.
In this “moment
of truth,” what should I do? A. Wait for Chuck to respond B. Press on C. Back out gracefully D. Get curious © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
4.
Human vulnerabilities have
serious consequences • Waste • Lost opportunity • Compromise • Failure © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
5.
Trust has an
upside 1. Engagement 2. Productivity 3. Leverage 4. Information sharing 5. Creativity/innovation © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
6.
Trustworthiness starts with
mindset • Trust is personal • Trust is paradoxical • Trust is positively correlated to risk The 3 P’s © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
7.
A certain level
of mastery is required conscious incompetence unconscious incompetence conscious competence unconscious competence competence consciousness © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
8.
Today, we’ll explore
what it really takes … … to be trustworthy … to be influential … to build your business through trust © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
9.
These are our
building blocks © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
10.
Looking up “trust”
is a waste of time trust © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
11.
Let’s make it
real Bring to mind a “relationship situation”: 1. There’s misalignment, concern, disagreement, frustration, tension, or conflict (big or little) 2. It’s with an individual 3. You can speak about it here © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
12.
Say three things
out loud 1. “My stakeholder is ___________.” 2. “The challenge as I see it is _____________.” 3. “My wish for this relationship is _______________________________.” © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
13.
Let’s consider this
situation together: • You promised a client something by “close of business” • You won’t be able to deliver it until 8am • She typically gets in at 9am © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
14.
What should you
do? A. Decide not to worry about it B. Deliver at 8am with a quick note C. Re-promise now for 8am tomorrow D. Send a message to your team mate (cc your client) © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
15.
Reliability relates to
actions R T trustworthiness R reliability T = Source: The Trusted Advisor by Maister, Green, and Galford, The Free Press, 2000 © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
16.
Reliability is the
only variable that requires the passage of time AND you can accelerate it: 5. Make lots of small promises 6. Be on time 7. Use their terminology © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
17.
How about this
situation: • You are meeting with a potential client • You studied their business • They ask about your direct experience with XYZ • You’ve never done XYZ © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
18.
What should you
do? A. Talk about and demonstrate your knowledge of XYZ B. Tell her you do not have any direct experience C. Share how your experience equips you to do XYZ D. Change the subject quickly © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
19.
Credibility is about
more than expertise C + R T trustworthiness C credibility R reliability T = Source: The Trusted Advisor by Maister, Green, and Galford, The Free Press, 2000 © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
20.
Here’s how to
build credibility quickly 1. Show you’ve done your homework 2. Take a point of view 3. Speak the truth ... always 4. Combine your words with presence © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
21.
How about this
situation? • Paul is 10 minutes late to your one-on-one • In passing, he mentions issues at home • Throughout the meeting he seems distracted © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
22.
What should you
do? A. Stay focused on the agenda B. Make a mental note … then ask later if he is okay C. Make a mental note … then look for ways your team can help D. Pause to make an observation © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
23.
There are many
paths to Intimacy C + R + I T trustworthiness C credibility R reliability I intimacy T = Source: The Trusted Advisor by Maister, Green, and Galford, The Free Press, 2000 © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
24.
Even intimacy can
be accelerated 8. Name the elephant 9. Listen with empathy 10. Tell them something you appreciate about them 11. Address people by name © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
25.
And finally, this
situation? • You have a great opportunity to significantly expand your work. • Your group has some experience. • NONAME GROUP has done excellent work in this area. © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
26.
What should you
do? A. Prepare to recommend your group B. Prepare to be candid … but keep the focus on your group C. Prepare to be candid … and suggest they consider NONAME as well D. Update your resume © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
27.
Self-orientation is all
about focus T trustworthiness C credibility R reliability I intimacy S self-orientation C + R + I S T = Source: The Trusted Advisor by Maister, Green, and Galford, The Free Press, 2000 © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
28.
There are ways
to “get off your ‘S’” faster, too 12. Give away ideas 13. Build a shared agenda 14. Steer clear of premature problem-solving 15. Relax your mind © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
29.
Walking the talk:
Your stakeholder’s experience Consider your stakeholder challenge. Which variable would he/she say earns your highest score? Lowest score? C + R + I S T trustworthiness C credibility R reliability I intimacy S self-orientation T = © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
30.
Next up, what
it really takes … … to be trustworthy … to be influential … to build your business through trust © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
31.
Securing Your Role
as a Trusted Advisor IAPSC Conference| April 2014 Welcome Back
32.
The Trust Equation
brings clarity to ambiguity T trustworthiness C credibility R reliability I intimacy S self-orientation C + R + I S T = Source: The Trusted Advisor by Maister, Green, and Galford, The Free Press, 2000 © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
33.
Next up, what
it really takes … … to be trustworthy … to be influential … to build your business through trust © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
34.
Influence is as
misunderstood as trust Facts Logic Truth © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
35.
What drives influence
might surprise you reciprocity © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
36.
Trust breaks down
in conversations in two key ways © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
37.
Listening also drives
sales “The most pervasive and hardest sales problem? Premature solutions. The mistaken belief that the sooner they can begin solving the problem, the more effective they will be.” © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
38.
Influence, in fact,
is a function of listening, not talking empathy © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
39.
We have to
earn the right to be right RATIONAL NON-RATIONAL Paraphrase Empathize Earn the Right © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
40.
Earning the Right
to be Right EMPATHY ADVICE VALUE © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
41.
Consider your stakeholder
situation • What haven’t I been HEARING? • What haven’t I been SAYING? © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
42.
Finally, what it
really takes … … to be trustworthy … to be influential … to build your business through trust © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
43.
The definition of
“sell” isn’t pretty Source: http://www.merriam-webster.com/dictionary/sell © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
44.
Mindsets make a
difference © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
45.
Trust-based selling is
about helping … “The objective of trust-based selling is to help the buyer do the right thing—for the buyer. Period.” … and helping isn’t smarmy. © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
46.
The Trust Principles
define four key values to live by 1. Other-focus—for their sake, not yours 2. Medium- to long-term—relationship, not transaction 3. Collaboration—working with, not to/for, the client 4. Transparency—except where illegal or injurious © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
47.
How do you
apply the trust principles to developing business? Other-focus Collaboration Med to LT view Transparency Offer a client three ideas for improving their performance in the next quarter without any extra work Start internally: take concrete steps to break down silos Revisit the list of clients you screened out and find out what they’re up to In sales conversations, compare your offerings to others—share the good, the bad, and the ugly © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
48.
Today we covered
how… … to be trustworthy … to be influential … to build your business through trust © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
49.
Secur ing Your
Rol e as a Trus ted Adv isor: Key Takeaways #1. A TRUSTED ADVISOR is a ___________________________________. #3. The TOP 5 BENEFITS of trust are: 1. _____________________________ 2. _____________________________ 3. _____________________________ 4. _____________________________ 5. _____________________________ #2. The THREE P’s of trust are: Trust is p________________ Trust is p________________ Trust is p___________________________ #4. My stakeholder’s name is: ____________________________________. #5. CREDIBILITY equates to _____________. RELIABILITY equates to _________________. INTIMACY equates to ___________________. SELF-ORIENTATION equates to __________. #6. ________________ is the only variable of trustworthiness requiring the passage of time. #7. Four ways I could RAPIDLY BOOST MY TRUSTWORTHINESS score: Self-Orientation: __________________________________________ Intimacy: __________________________________________ Reliability: __________________________________________ Credibility: __________________________________________ Choose from your bookmark or insert your own. Download a free eBook that expands on the 15 Ways to Build Trust … Fast! #8. My TRUST TEMPERAMENT™ is my ________________________ when it comes to trust-building. #9. According to Cialdini, _____________________ is a primary driver of INFLUENCE. This plays out in the business of advice-giving in the form of ________________________. #10. My BIGGEST TAKEAWAY from today is: _________________________________________________________________________. #11. ONE ACTION I will take to increase my trustworthiness is: What By When With Support From www.trustedadvisor.com/IAPSC Cate Gregory | cgregory@trustedadvisor.com | 1.703.346.5050 | Visit http://trustedadvisor.com/IAPSC to download “82 Ways to Build Your Trustworthiness” and more. © 2010-2014 Trusted Advisor Associates, LLC. All rights reserved. © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
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The Virtual Goodie
Bag • Online resources for you: www.trustedadvisor.com/IAPSC • Take the Trust Quotient Assessment http://trustsuite.trustedadvisor.com cgregory@trustedadvisor.com © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
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Cate Gregory cgregory@trustedadvisor.com
1-703-346-5050, LinkedIn How will you choose… … to set yourself apart? © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
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© 2009 Trusted Advisor Associates, LLC. All rights reserved. Proprietary and Confidential. Do not copy or distribute.
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