The Trusted AdvisorSimon and Schuster, 5 okt 2000 - 240 pagina's The essential "must have" tool for professionals who advise or negotiate with others in today's new economy. In today's fast-paced networked economy, professionals must work harder than ever to maintain and improve their business skills and knowledge. But technical mastery of your discipline is not enough, assert world-renowned professional advisors David H. Maister, Charles H. Green, and Robert M. Galford. The key to professional success, they argue, is the ability to earn the trust and confidence of clients. The creation of trust is what earns the right to influence clients; trust is also at the root of client satisfaction and loyalty. The workings of trust are even more critical in the new economy than in the old. Maister, Green, and Galford enrich our understanding of trust -- yet they have also written a deeply practical book. Using their model of "The Trust Equation," they dissect the rational and emotional components of trustworthiness. With precision and clarity, they detail five distinct steps you must take to create a trust-based relationship. Each step -- engage, listen, frame, envision, and commit -- is richly described in distinct chapters. The book is peppered with pragmatic "top ten" lists aimed at improving advisors' effectiveness that can be put to use instantly. It also includes a trust self-diagnostic in the appendix. This immensely readable book will be welcomed by the inexperienced advisor and the most seasoned expert alike. The authors use anecdotes, experiences, and examples -- successes and mistakes, their own and others' -- to great effect. Though they use the professional services advisor/client paradigm throughout the book, their prescriptions have resonance for other trust-reliant situations -- selling, customer relationship management, and internal staff functions like HR and information technology. The result is a tour de force -- brilliant, penetrating, unique. It is essential reading for anyone who must advise, negotiate, or manage complex relationships with others. |
Inhoudsopgave
PERSPECTIVES ON TRUST | 1 |
What Is a Trusted Advisor? | 7 |
Earning Trust | 17 |
How to Give Advice | 27 |
The Importance of Mindsets | 51 |
Sincerity or Technique? | 59 |
THE STRUCTURE OF TRUST BUILDING | 67 |
The Development of Trust | 85 |
Commitment | 123 |
PUTTING TRUST TO WORK | 133 |
Differing Client Types | 149 |
The Lieutenant Columbo Approach | 161 |
The Case of CrossSelling | 185 |
The QuickImpact List to Gain Trust | 197 |
A Compilation of Our Lists | 203 |
Acknowledgments | 223 |
Overige edities - Alles bekijken
The Trusted Advisor: 20th Anniversary Edition David H. Maister,Robert Galford,Charles Green Gedeeltelijke weergave - 2021 |
Veelvoorkomende woorden en zinsdelen
action advice advisor relationship agenda Alan Schwartz answer approach Barbara believe Bill Gates building trust Chapter Charlie Green Client Type client wants Columbo commitment common consulting conversation create credibility cross-selling Curt Dale Carnegie David David Maister deal deliver develop discussion earn the right earning trust emotional framing empathy engage envisioning existing client experience expertise fear feel focus Galford give help the client idea interac interest intimacy involved issue JACK WELCH Joe Sherman listening look mean meeting Michael Jordan profes professional firm professional service firms questions rational rela relationship manager reliability responsibility Richard Mahoney risky self-orientation selling situation skills solve someone steps Stuart Atkins success sure talk tell things Tim White tion tionship topic trust equation trust process trust relationships trusted advisor truth trying understand Warren Buffett what's