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How to Deliver Bad News and Build Trust at the Same Time Aug 2012

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How to Deliver Bad News and Build Trust at the Same Time Aug 2012

  1. 1. © Trusted Advisor Associates LLC, 2009 all rights reserved How to Deliver Bad News and Build Trust at the Same Time
  2. 2. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
  3. 3. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green In this “moment of truth,” what should I do? A. Leave the room B. Answer both questions C. Share what I learned at University D. Redirect attention to the client
  4. 4. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green Here’s what I thought then: It’s impossible to deliver bad news without degrading trust.
  5. 5. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green Here’s what I know now: It is entirely possible to deliver bad news and dramatically increase trust in the process.
  6. 6. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green Today, we’ll explore … 1. what it really means to be trustworthy 2. some unconventional wisdom about bad news 3. a delivery technique that’s tried and true www.trustedadvisor.com/pmiwdcreston
  7. 7. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green Looking up “trust” in the dictionary is a waste of time trust
  8. 8. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green The Trust Equation (cont.) R T trustworthiness R reliability T = Source: The Trusted Advisor by Maister, Green, and Galford, The Free Press, 2000
  9. 9. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green The Trust Equation (cont.) C + R T trustworthiness C credibility R reliability T = Source: The Trusted Advisor by Maister, Green, and Galford, The Free Press, 2000
  10. 10. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green The Trust Equation (cont.) 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
  11. 11. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green The Trust Equation (cont.) 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
  12. 12. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green Next up: 1. what it really means to be trustworthy 2. some unconventional wisdom about bad news 3. a delivery technique that’s tried and true
  13. 13. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
  14. 14. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green Conventional wisdom can’t be trusted “Be objective/factual” “Bring solutions to the table” “Stay positive”
  15. 15. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green It skews to the rational side of trustworthiness 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
  16. 16. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green Unconventional wisdom, on the other hand, rounds out the equation Show some vulnerability Take responsibility Make room for reactions Dare to collaborate Set expectations up front
  17. 17. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green Finally: 1. what trustworthiness really takes 2. some unconventional wisdom about bad news 3. a delivery technique that’s tried and true
  18. 18. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
  19. 19. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green Try this three-part technique 1. Inventory all concerns, risks, fears (yours) 2. Use caveats to say them out loud 3. Articulate the issue (Tip: 10 words or less)
  20. 20. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green Name It and Claim It is a socially acceptable way to put hard truths on the table “I may be completely missing the mark here, and I sure don’t want to step on any toes. I’m concerned we don’t have the executive sponsorship we need.” “There’s really no easy way to say this. We’re not going to make the deadline.” “At the risk of embarrassing myself, I’ve lost sight of what we’re really trying to accomplish.”
  21. 21. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green Saying the hard stuff can be a trust trifecta 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
  22. 22. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green Today, we’ve explored … 1. what trustworthiness really takes 2. some unconventional wisdom about bad news 3. a delivery technique that’s tried and true
  23. 23. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green Here’s what’s in your goodie bag www.trustedadvisor.com/pmiwdcreston
  24. 24. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
  25. 25. © 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green How will you choose … … to set yourself apart? Andrea Howe andrea@bossanovaconsulting.com 1-202-906-0485 @AndreaPHowe LinkedIn

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