Simon & Schuster
|Number of Pages
In an ever-changing world, establishing trust can make or break business deals. The authors pinpoint the components of trust and explain how to apply their equations to a variety of situations. 16 charts.
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 one's 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. To demonstrate the paramount importance of trust, the authors use anecdotes, experiences, and examples successes and mistakes, their own and others' to great effect. The result is an immensely readable book that will be welcomed by the inexperienced advisor and the most seasoned expert alike.
Table of Contents
How to Use This Book
Part One: Perspectives on trust
1. A Sneak Preview
2. What Is a Trusted Advisor?
3. Earning Trust
4. How to Give Advice
5. The Rules of Romance: Relationship Building
6. The Importance of Mindsets
7. Sincerity or Technique?
Part Two: The structure of trust building
8. The Trust Equation
9. The Development of Trust
11. The Art of Listening
12. Framing the Issue
13. Envisioning an Alternate Reality
Part Three: Putting trust to work
15. What's So Hard About All This?
16. Differing Client Types
17. The Lieutenant Columbo Approach
18. The Role of Trust in Getting Hired
19. Building Trust on the Current Assignment
20. Re-earning Trust Away from the Current Assignment
21. The Case of Cross-Selling
22. The Quick-Impact List to Gain Trust
Appendix: A Compilation of Our Lists
Notes and References
About the Authors