1. Matthijs Lugtenburg
2/10/12
THE TRUSTED ADVISOR
D.H. Maister
C.H. Green
R.M. Galford
ISBN: 9780743207768

2. Build-up
From perspective to structure & theory so you can eventually put it to work
Part 1 :
Perspectives on Trust
Part 2:
The Structure of Trust Building
Part 3:
Putting Trust to Work
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3. Part 1: Perspectives on Trust
Building the right mindset is key to become a Trusted Advisor
The territory of the Trusted Advisor
Earning Building
Trust relationships
Giving Advice
Effectively
The Evolution of a client-advisor relationship
Relationship- Trusted Advisor
Based
Breadth of business issues
Valuable Trust-
Resource Based
Subject Matter
Service
Expert +
Offering-Based
Affiliated Field
Needs-
Subject Matter
Based
of Process
expert
Depth of a personal relationship
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4. Part 2: The Structure of Trust Building
3 factors that make trust, one that breaks it and 5 stages to build it.
The Trust Equation
Part Realms Lack of… leads to
C = credibility Words Windbags
T = (C+R+I)/S R = reliability Actions Irresponsible
I = intimacy Emotions Technicians
S = self-orientation Motives Devians
5 stages of Trust development
1. 2. 3. 4. 5.
Engage Listen Frame Envision Commit
2. Ears bigger than mouth; acknowledge and affirm 4, A vision of an alternate reality is sketched out.
> Earn the right to suggest a problem statement or > Concretizes vision; generates clarity of objectives
definition
1. Attention becomes focused 3. The root issues stated 5. Steps are agreed upon;
clearly and openly sense of commitment is renewed
> Earn the right to tell and hear truths
> Coalesces issues to move forward > Allows problem resolution to begin
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5. Part 3: Putting Trust to Work
Wait till you really earn the trust of your client, go slow and secure and make them part of the solution(s)
• Not every potential client places the same weight on every factor in the Equation,
to find out ask yourself: How highly does my client value
1. me for my objective, unbiased and clear opinions > credibility
2. me for my track record with him, my integrity in doing what I said I’d do > reliability
3. The fact that he can talk to me about just about anything, without embarrassment
4. The fact that I am on his side, that I am in this for him or her
• Ltd. Columbo > be like him…
• Some Tactics to build trust on the assignment (p. 171/172)
1. Involving the client in the process
2. Making reports and presentations more useful and easier to pass on
3. Help the client use what we deliver
4. Making meetings more valuable
5. Being accessible and available
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