Selling Digital! A CIO s Guide to Building Trust and Influence

Transcription

1 04 08 November 2018 / Barcelona, Spain Selling Digital! A CIO s Guide to Building Trust and Influence Ed Gabrys 2018 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner s prior written permission. It consists of the opinions of Gartner s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

2 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

3 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

4 Trust gap Gartner, Gartner, Inc. Inc. and/or and/or its affiliates. its affiliates. All rights All rights reserved. reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

5 What Is Trust? Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

6 To be trusted is a greater compliment than being loved. George MacDonald, Scottish Author, Poet and Theologian Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

7 Who Do You Trust? `? Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

8 Who Do You Trust More? A B Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

9 Demystifying Trust It can t be taught It s slow Once lost, always gone Trusting is risky It s soft skills and warmth It s learnable, measurable and tangible It can be earned quickly and en masse Trust can be restored Trusting is risky It s based on competence and character Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

10 Trust Is Confidence A confident belief in someone or something to meet commitments Competence: The necessary abilities, skills and knowledge Character: The integrity and intentions to meet commitments Can you? Will you? Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

11 Trust Is Contextual A confident belief in someone or something to meet commitments skilled trusted Can you? distrusted untrusted reliable Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. Will you?

12 Trust Is Dynamic Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

13 The Benefits of Trust Key social lubricant Default distrust is too demanding Confidence or suspicion Success or disaster Life runs more smoothly Talent and creativity Loyalty and morale Superior innovation and productivity Collaboration Comradery Financial gain Joy Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

14 The Benefits of Trust Key social lubricant Talent and creativity It s economical: Cost reduction Productivity increase Simplicity and speed Currency of business life Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

15 Persuasion Powers Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

16 Ethically Neutral Persuasion Powers Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

17 Emotion Wins Over Logic Persuasion Powers Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

18 Your Persuasion Powers 1. Perspective We give preference to our in group and own ideas. We tend to dismiss the strength of feelings. 1. Listen to understand 2. Find commonality 3. Discover extrinsic and intrinsic aspirations Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

19 Your Persuasion Powers 1. Perspective 2. Bonding We associate character and competence with past experiences. But are more likely to cooperate with people we like. 1. Validate, don t judge 2. Take an interest recall aspirations 3. Learn a new language 4. Emote 5. Ask for something small Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

20 Your Persuasion Powers 2. Bonding 1. Perspective 3. Confidence We tend to favor the status quo and group status. But tend to complete things in which we have invested time and energy. 1. Connect your actions to their aspirations 2. Learn to say "no" and yes and 3. Build your coalition strength 4. Tell stories Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

21 Your Persuasion Powers Break script 3. Confidence 2. Bonding 4. Deliver + We have a preference for immediate payoffs. 1. Perspective And we tend to favor new and modern, and remember the bizarre. 1. Fix anything within your desired context and fix it quick repeat 2. Embrace conflict 3. Create exceptional moments Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

22 Your Persuasion Powers 5. Vulnerability To be trusted, you have to trust. Vulnerability is how you get seen. 4. Deliver + 3. Confidence 1. Perspective 2. Bonding 1. Practice courage and lean into discomfort 2. Practice reciprocity 3. Be willing to be authentic 4. Be ready to trust and lose 5. Get started and make the investment Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

23 How to Grow Trust and Influence Self 1. Perspective Establish a growth mindset, your purpose and passion 2. Bonding Be your own advocate 3. Confidence Practice courage 4. Deliver + Build associations and coalitions 5. Vulnerability Create relationships Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

24 How to Grow Trust and Influence 1. Perspective I ll forego a pay Be a servant leader raise if my leader gets fired!! Team 2. Bonding Be a teacher 3. Confidence 4. Deliver + 5. Vulnerability Be a facilitator The first responsibility of a Be leader their champion is to define reality. The last is to say thank you. In between the two, the leader must become a servant. Be Max human De Pree, Herman Miller Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

25 How to Grow Trust and Influence Execs. 1. Perspective Switch context, take perspective and deliver 2. Bonding Learn a new language 3. Confidence Fix anything (within your new context) 4. Deliver + 5. Vulnerability Embrace conflict over competition Seek mentorship Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

26 How to Grow Trust and Influence 1. Perspective Establish a growth mindset, and your purpose and passion Be a servant leader Switch context, take perspective, and deliver 2. Bonding 3. Confidence Be your own advocate Practice courage Be a teacher Be their champion Learn a new language Fix anything (within your new context) 4. Deliver + 5. Vulnerability Build associations and coalitions Create relationships Be a facilitator Be human Embrace conflict over competition Seek mentorship Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

27 Is it ever okay to be deceitful? Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

28 Would You Trust You? Make and keep commitments `? Demonstrate a solid track record of improved behaviors Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

29 Recommended Gartner Research u The CIO s Trusted Advisor Playbook: Selling and Persuasion Leigh McMullen and Ed Gabrys (G ) u Adapt the Science of Influence to Develop Your Art of Persuasion Bruce Robertson and Ed Gabrys (G ) u Storytelling in Three Acts: A Guide to Persuasive Communications Ed Gabrys and Bruce Robertson (G ) u Mastering the Art of Saying No for CIOs Tina Nunno, Ed Gabrys, and Ian Cox (G ) u A Growth Mindset Can Help CIOs Reboot Leadership and Culture for the Digital Era Graham Waller and Elise Olding (G ) For information, please contact your Gartner representative Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.

30 Recommended Books u The Confidence Game: Why We Fall for It... Every Time Maria Konnikova (Penguin Books; Reprint Edition [January 10, 2017]) u The Power of Moments: Why Certain Experiences Have Extraordinary Impact Chip Heath and Dan Heath (Simon & Schuster [October 3, 2017]) u Friend & Foe: When to Cooperate, When to Compete, and How to Succeed at Both Adam Galinsky and Maurice Schweitzer (Crown Business [September 29, 2015]) u Influence: The Psychology of Persuasion, Revised Edition Robert B. Cialdini (Harper Business; Revised Edition [December 26, 2006]) u Who Can You Trust?: How Technology Brought Us Together and Why It Might Drive Us Apart Rachel Botsman (PublicAffairs [November 14, 2017]) For information, please contact your Gartner representative Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates.