© trusted advisor associates llc, 2011 all rights …...© trusted advisor associates llc, 2011 all...

© Trusted Advisor Associates LLC, 2011 all rights reserved

Trust-based Relationships


Defining Trust

© 2011 Trusted Advisor Associates LLC. All rights reserved.

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Questions I’ll Answer

• How can I get people to trust me?

• How can I get my advice taken?

• The biggest drivers/killers of trust?

• How to manage risk and trust

• H2 create a trust-based organization?


Defining Trust


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Books TRUST: THE BASICS



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Copies of slides Five articles:

• 75 Ways to Build Client Trust • My Client is a Jerk • The Paradox of Trust-based Selling • The Point of Listening

Trust Matters blog

www.trustedadvisor.com/tccn


Defining Trust


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What is a Trusted Advisor?


Defining Trust


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Defining Trust


Defining Trust


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THE Trust Equation


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The Trust Equation

C + R + I S

T trustworthiness

C credibility

R reliability

I intimacy

S self-orientation

T =


THE Trust Equation


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Truthfulness

Credentials

I can trust what

she says about…

Dependability

Predictability

I can trust him

to…

Discretion

Empathy I can trust her

with…

Actions Security Focus Words

Credibility Reliability Orientation Intimacy

I can trust that

he cares

about…

Motives

Attention

Four Factors of Trustworthiness


THE Trust Equation


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About the TQ

• Developed by Charles Green from the Trust Equation

• Taken by over 12,000 people to date

• A trustworthy indicator of trustworthiness


THE Trust Equation


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Taking the TQ


THE Trust Equation


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Your Trust Quotient


THE Trust Equation


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Your Trust Quotient

N = 12,857

Median skewed left: 3 x S

All TQ Respondents

Avg. TQ Scores: World 5.7


THE Trust Equation


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A Quick Quiz

Whom can you trust?


THE Trust Equation


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Trust By Gender A NON-TRIVIAL DIFFERENCE

79.6 80.7

70

75

80

85

90

Gender

TQ

Sc

or

e

Men

Women


THE Trust Equation


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Trust by Age


THE Trust Equation


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Trust by Age STRONG CORRELATION

70

75

80

85

90

0 20 40 60 80

Tr

us

t Q

uo

tie

nt

Age


THE Trust Equation


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Your Trust Temperament™


THE Trust Equation


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What’s in a Temperament?

• Two strongest factors = your Trust Temperament™

• Based on your self-assessment, because it’s your innate preference when it comes to building trust

Temperament C R I S

Expert ✔ ✔

Catalyst ✔ ✔

Professor ✔ ✔

Doer ✔ ✔

Steward ✔ ✔

Connector ✔ ✔

TOP TWO SCORES


THE Trust Equation


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The Expert (CR)

―Lead, follow or get out of the way.‖ – An Anonymous CR


THE Trust Equation


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The Doer (RI)

―As for accomplishments, I just did what I had to do as things came along.‖ – Eleanor Roosevelt


THE Trust Equation


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The Catalyst (CI)

―A genuine leader is not a searcher for consensus but a molder of consensus.‖

–Martin Luther King, Jr.


THE Trust Equation


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The Professor (CS)

―The important thing is not to stop questioning. Curiosity has its own reason for existing.‖ – Albert Einstein


THE Trust Equation


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The Steward (RS)

―My goal wasn’t to make a ton of money. It was to build good computers.‖ – Steve Wozniak


THE Trust Equation


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The Connector (IS)

―It’s not what you know, it’s who you know.‖ – An Anonymous IS


THE Trust Equation


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The Six Trust Temperaments: Distribution WORLD DISTRIBUTION

Temperament World

CR Expert 31%

RS Steward 21%

RI Doer 17%

IS Connector 13%

CI Catalyst 10%

CS Professor 8%


THE Trust Equation


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The Six Trust Temperaments: Distribution WORLD , BIG 4

Temperament World Big 4

CR Expert 31% 41%

RS Steward 21% 20%

RI Doer 17% 21%

IS Connector 13% 8%

CI Catalyst 10% 2%

CS Professor 8% 8%


THE Trust Equation


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The Six Trust Temperaments: Distribution WORLD , BIG 4, CONSULTING FIRM

Temperament World Big 4 Consulting

CR Expert 31% 41% 46%

RS Steward 21% 20% 22%

RI Doer 17% 21% 16%

IS Connector 13% 8% 4%

CI Catalyst 10% 2% 6%

CS Professor 8% 8% 6%


THE Trust Equation


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Temperaments: Effectiveness vs. Distribution WORLD EFFECTIVENESS N=12,857

Temperament TQ Score

RI Doer 80.6

IS Connector 80.4

CI Catalyst 79.9

RS Steward 79.7

CR Expert 79.1

CS Professor 79.1


THE Trust Equation


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Temperaments: Effectiveness vs. Distribution WORLD EFFECTIVENESS, WORLD DISTRIBUTION


World Distribution

RI Doer 80.6 17%

IS Connector 80.4 13%

CI Catalyst 79.9 10%

RS Steward 79.7 21%

CR Expert 79.1 31%

CS Professor 79.1 8%


THE Trust Equation


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Temperaments: Effectiveness vs. Distribution WORLD EFFECTIVENESS, WORLD/ CONSULTING DISTRIBUTION


World Distribution

Consulting

RI Doer 80.6 17% 16%

IS Connector 80.4 13% 4%

CI Catalyst 79.9 10% 6%

RS Steward 79.7 21% 22%

CR Expert 79.1 31% 46%

CS Professor 79.1 8% 6%



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Trust AND Influence


Trust AND Influence


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Trust AND Influence


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What We Think About How We Think RATIONAL, DEDUCTIVE, LOGICAL

Facts

Logic

Truth


Trust AND Influence


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Are Ordinary People Rational?


Trust AND Influence


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Are Judges Rational?

Does it matter what judge hears your case?

Does it matter how the judge is feeling today?


Trust AND Influence


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Are Professionals Rational?

How much do US pharmaceutical companies spend on ―medical education‖ ?

Doctors: ―They can’t buy me with laser pointers and monogrammed pencils.‖


Trust AND Influence


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Cialdini on Influence

The number one factor of influence:

Reciprocity


Trust AND Influence


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The Doctor’s Story

A pain in my left shoulder…

• If you listen to me, I will listen to you…

• If you don’t listen to me, I will not listen to you


Trust AND Influence


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―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.‖


Trust AND Influence


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Suicide Hot Lines


Trust AND Influence


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Thomas Friedman on Listening


Trust AND Influence


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Thomas Friedman on Listening

―People often ask me how I, an American Jew, have been able to operate in the Arab/Muslim world for 20 years, and my answer to them is always the same. The secret is to be a good listener. It has never failed me…

―Indeed, the most important part of listening is that it is a sign of respect. It's not just what you hear by listening that is important. It is what you say by listening that is important...


Trust AND Influence


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To be Clear:

1. Influence is non-rational 2. It works through reciprocity 3. Reciprocity in business happens in

conversations 4. Listening (yours) drives influence.


Defining Trust

TAKE-AWAYS AND Trust Top Ten


INFLUENCE AND THE ELFEC MODEL

Trust AND Influence

THE Trust Equation

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Being Trusted Advisors


Influence AND THE ELFEC Model


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Top Two Causes of Breakdown


Trust AND Risk


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Trust and Risk


Trust AND Risk


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What Are We Afraid Of?

Fear of being seen as:

• Inappropriate

• Unprofessional

• Ignorant

• Rude

• Insensitive

• Etc. etc. etc.



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Trust Top Ten List


TAKE-AWAYS AND Trust Top Ten


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The Trust Top Ten THE BIG PICTURE

1. Cultivate an attitude of curiosity

2. Think out loud

3. Make listening a gift

4. Write your next proposal with client

5. Be yourself—everyone else is taken

6. Sell by doing, not by telling

7. ―Let me be a channel‖

8. When they’re angry—it’s not about you

9. Acknowledge calls unbelievably fast

10. Talk < 60 – 120 seconds

11. Read Snack Food News



61


Copies of slides Five articles:

• 75 Ways to Build Client Trust • My Client is a Jerk • The Paradox of Trust-based Selling • The Point of Listening

Trust Matters blog

www.trustedadvisor.com/tccn

© trusted advisor associates llc, 2011 all rights …...© trusted advisor associates llc, 2011 all...

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