Trust-based Relationships. Trusted Advisor Associates LLC, 2011 all rights reserved

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Delilah Francis
6 years ago
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1 Trust-based Relationships

3 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 3

4 Books TRUST: THE BASICS Defining Trust 4

5 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 Trust-based Relationships 5

6 What is a Trusted Advisor? Defining Trust 6

7 Defining Trust Defining Trust 7

8 Defining Trust 8

9 The Trust Equation C + R + I T = S T trustworthiness C credibility R reliability I intimacy S self-orientation THE Trust Equation 9

Four Factors of Trustworthiness Words Actions

Orientation Truthfulness Credentials Dependability

can trust what she says about I can trust him to I

10 Four Factors of Trustworthiness Words Actions Security Focus Credibility Reliability Intimacy Orientation Truthfulness Credentials Dependability Predictability Discretion Empathy Motives Attention I can trust what she says about I can trust him to I can trust her with I can trust that he cares about THE Trust Equation 10

11 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 11

12 Taking the TQ THE Trust Equation 12

13 Your Trust Quotient THE Trust Equation 13

14 All TQ Respondents Your Trust Quotient Avg. TQ Scores: World 5.7 N = 12,857 Median skewed left: 3 x S THE Trust Equation 14

15 A Quick Quiz Whom can you trust? THE Trust Equation 15

16 TQ Score Trust By Gender A NON-TRIVIAL DIFFERENCE Men Women 70 Gender THE Trust Equation 16

17 Trust by Age THE Trust Equation 17

18 Trust Quotient Trust by Age STRONG CORRELATION Age THE Trust Equation 18

19 Your Trust Temperament THE Trust Equation 19

20 What s in a Temperament? TOP TWO SCORES Two strongest factors = your Trust Temperament Based on your selfassessment, because it s your innate preference when it comes to building trust Temperament C R I S Expert Catalyst Professor Doer Steward Connector THE Trust Equation 20

21 The Expert (CR) Lead, follow or get out of the way. An Anonymous CR THE Trust Equation 21

22 The Doer (RI) As for accomplishments, I just did what I had to do as things came along. Eleanor Roosevelt THE Trust Equation 22

23 The Catalyst (CI) A genuine leader is not a searcher for consensus but a molder of consensus. Martin Luther King, Jr. THE Trust Equation 23

24 The Professor (CS) The important thing is not to stop questioning. Curiosity has its own reason for existing. Albert Einstein THE Trust Equation 24

25 The Steward (RS) My goal wasn t to make a ton of money. It was to build good computers. Steve Wozniak THE Trust Equation 25

26 The Connector (IS) It s not what you know, it s who you know. An Anonymous IS THE Trust Equation 26

27 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 27

28 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 28

29 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 29

30 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 30

31 Temperaments: Effectiveness vs. Distribution WORLD EFFECTIVENESS, WORLD DISTRIBUTION Temperament TQ Score World Distribution RI Doer % IS Connector % CI Catalyst % RS Steward % CR Expert % CS Professor % THE Trust Equation 31

32 Temperaments: Effectiveness vs. Distribution WORLD EFFECTIVENESS, WORLD/ CONSULTING DISTRIBUTION Temperament TQ Score World Distribution Consulting RI Doer % 16% IS Connector % 4% CI Catalyst % 6% RS Steward % 22% CR Expert % 46% CS Professor % 6% THE Trust Equation 32

33 Trust AND Influence 33

34 Trust AND Influence 34

35 What We Think About How We Think RATIONAL, DEDUCTIVE, LOGICAL Facts Truth Logic Trust AND Influence 37

36 Are Ordinary People Rational? Trust AND Influence 38

37 Are Judges Rational? Does it matter what judge hears your case? Does it matter how the judge is feeling today? Trust AND Influence 39

38 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 40

39 Cialdini on Influence The number one factor of influence: Reciprocity Trust AND Influence 41

40 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 42

41 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 43

42 Suicide Hot Lines Trust AND Influence 44

43 Thomas Friedman on Listening Trust AND Influence 45

44 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 46

45 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. Trust AND Influence 47

46 Being Trusted Advisors Defining Trust THE Trust Equation Trust AND Influence INFLUENCE AND THE ELFEC MODEL TAKE-AWAYS AND Trust Top Ten 48

47 Top Two Causes of Breakdown Influence AND THE ELFEC Model 51

48 Trust and Risk Trust AND Risk 53

49 What Are We Afraid Of? Fear of being seen as: Inappropriate Unprofessional Ignorant Rude Insensitive Etc. etc. etc. Trust AND Risk 57

50 Trust Top Ten List 59

51 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 < seconds 11. Read Snack Food News TAKE-AWAYS AND Trust Top Ten 60

52 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 Trust-based Relationships 61

Agenda. Last Module Handling Objections. Creating a Sense of Urgency. Best Way to Create a Sense of Urgency 4/13/2015

Agenda. Last Module Handling Objections. Creating a Sense of Urgency. Best Way to Create a Sense of Urgency 4/13/2015 Agenda Training, Module 6 Creating a Sense of Urgency Dealing with the top objections Don t want to give financials Questions and Answers at the End Training Modules Series Worth Unlimited Dr. Joan Haakonstad