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Ben Brett
ben.brett@arbite
rsolutions.com
07973 641261
The Trusted
Advisor
 Introduction
 Trusted Advisor Roles
 Trusted Advisor Personal
Profile
 Trust Creation Process
 Trust Building Tools
 Trust Equation
 Trust Principles
 Trust (Re) Generation
 Conclusion
Agenda
80s
Recruiter
High
Sales
Profile
Trusted
Advisor
Introduction
 Recruitment evolution
Trusted Advisor
Roles
Recruiter
Encourager Confronte
r
Listener
Strategiser
Reporter
Facilitator
Advisor
Source: Angus Strachan Organisational Psychology Division of California Psychological Association
Trusted Advisor
Personal Profile
Recruiter
Positive
Knowledge
able
Pragmatic
Empathetic
Trusting
Genuine
Skilled
ExperiencedQualit
y
Driven
Trust Creation
Process
Engage Listen Frame CommitEnvision
1. Engage the client in an open discussion about key issues
2. Listen to what is important – offer solutions
3. Frame the root issue – the NOW
4. Envision the FUTURE – win win
5. Commit – next STEPSSource: Charles H Green – Trusted Advisor Associates
Trust Creation Process Example
 Engage - How much of an issue is
contractor retention for you/your
company?
 Listen - Tell me more. What’s behind that?
 Frame - It sounds like you may have a
case of poor contractor management by
the agencies you use.
 Envision - What will your contractor
workforce look like in 2 years time if we
can improve this?
 Commit - What if we were to introduce
quarterly contractor performance
benchmarking and feedback from next
week? This process is known to improve
contractor productivity and
 Market Information /
Knowledge
 Company Information -
know the USPs and key facts
 Terms and Conditions /
Service Level Agreements
 Consultative Questions
and Terminology
 Case Studies and
References
 Example Profiles or CVs
 Return on investment case
Trust Building Tools
 Trust

Credibility
(+)

Reliability
(+)
 Intimacy
(+)
 Self-
Orientatio
n (-)
Trust Equation
T = C + R + I
S
 Trust is bilateral – one
trusts the other is the
trusted
 Credibility – the words we
speak, the evidence we use (+)
 Reliability – delivery of
results on time (+)
 Intimacy – safety/security
felt when trusting someone (+)
 Self-Orientation – the focus
of the person in question (-)
Trust Equation
cont…/
 Meanings are personal not
corporate.
 People trust people not
companies.
 Credibility and reliability
are more company-driven.
 Intimacy and Orientation
are people-driven.
 Good recruiters score
highly in credibility,
Trust Equation -
Personal vs
Corporate
Trust Principles
Focus
Transparency
Collaborate
Long term
1. Focus on
client
contact.
2. Collaborative
approac
h to
relation
ships.
3. Long term
perspec
tive.
4. Transparency
in
approac
h,
methods
, pricing
 Treat each project or
vacancy with extreme focus
and care
 Propose new solutions and
approaches
 Remain objective
 highlight downsides of
candidates
 ‘pull’ candidates from
process is concerned
 Focus on developing new and
existing personal and
Trust (Re)
Generation
 Develop genuine ways to
build trust
 Work in a consultative
way with your clients and
candidates
 Build relationships that
develop with time
 Continually regenerate
trust in relationships
Conclusion
Questions &
Answers

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The Trusted Advisor