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The Trusted Advisor

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Synopses & Reviews

Publisher Comments:

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. andlt;BRandgt; 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. andlt;BRandgt; 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. andlt;BRandgt; The result is a andlt;Iandgt;tour de forceandlt;/Iandgt; — brilliant, penetrating, unique. It is essential reading for anyone who must advise, negotiate, or manage complex relationships with others.

Synopsis:

In order to survive, today's professionals must earn the trust of their clients--and re-earn it throughout their careers, says Maister. The famed "guru's guru" joins a pair of elite consultants--Charles Green and Robert Galford--to deliver a dynamic must-read for successfully negotiating relationships in today's bold new economy.

Synopsis:

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.

About the Author

David H. Maister is widely acknowledged as the world's leading authority on the management of professional service firms. He advises firms in a broad spectrum of professions on issues ranging from marketing to human resources strategies. He is the author of the bestselling Managing the Professional Service Firm (1993) and True Professionalism (1997).

Table of Contents

andlt;Bandgt;Contentsandlt;/Bandgt;andlt;BRandgt;andlt;BRandgt;Introductionandlt;BRandgt;andlt;BRandgt;How to Use This Bookandlt;BRandgt;andlt;BRandgt;andlt;Bandgt;Part One: Perspectives on Trustandlt;/Bandgt;andlt;BRandgt;andlt;OL TYPE="1" START="1"andgt;andlt;BRandgt; andlt;LIandgt;A Sneak Previewandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;What would be the benefits if your clients trusted you more?andlt;BRandgt; andlt;BRandgt;What are the primary characteristics of a trusted advisor?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;What Is a Trusted Advisor?andlt;BRandgt; andlt;BRandgt;andlt;Iandgt;What do great trusted advisors all seem to do?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;Earning Trustandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;What are the dynamics of trusting and being trusted?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;How to Give Adviceandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;How do you ensure your advice is listened to?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;The Rules of Romance: Relationship Buildingandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;What are the principles of building strong relationships?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;The Importance of Mindsetsandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;What attitudes must you have to be effective?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;Sincerity or Technique?andlt;BRandgt; andlt;BRandgt;andlt;Iandgt;Do you really have to care for those you advise?andlt;/Iandgt;andlt;BRandgt;andlt;/OLandgt;andlt;BRandgt;andlt;Bandgt;Part Two: The Structure of Trust Buildingandlt;/Bandgt;andlt;BRandgt;andlt;OL TYPE="1" START="8"andgt;andlt;BRandgt; andlt;LIandgt;The Trust Equationandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;What are the four key components that determine the extent of trust?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;The Development of Trustandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;What are the five stages of trust-building?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;Engagementandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;How do you get clients to initiate discussions with you?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;The Art of Listeningandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;How can you improve your listening skills?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;Framing the Issueandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;How can you help clients look at their issues in a fresh way?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;Envisioning an Alternate Realityandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;How can you help clients clarify what they're really after?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;Commitmentandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;How do you ensure clients are willing to do what it takes to solve their problems?andlt;/Iandgt;andlt;BRandgt;andlt;/OLandgt;andlt;BRandgt;andlt;Bandgt;Part Three: Putting Trust to Workandlt;/Bandgt;andlt;BRandgt;andlt;OL TYPE="1" START="15"andgt;andlt;BRandgt; andlt;LIandgt;What's So Hard About All This?andlt;BRandgt; andlt;BRandgt;andlt;Iandgt;Why are truly trust-based relationships so scarce?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;Differing Client Typesandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;How do you deal with clients of differing types?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;The Lieutenant Columbo Approachandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;What can we learn from an unorthodox winner?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;The Role of Trust in Getting Hiredandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;How do you create trust at the outset of a relationship?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;Building Trust on the Current Assignmentandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;How can you conduct your assignment in a way that adds to trust?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;Re-earning Trust Away from the Current Assignmentandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;How can you build trust when you're not working on an assignment?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;The Case of Cross-Sellingandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;Why is cross-selling so hard, and what can be done about it?andlt;/Iandgt;andlt;BRandgt; andlt;LIandgt;The Quick-Impact List to Gain Trustandlt;BRandgt; andlt;BRandgt;andlt;Iandgt;What are the key things you should do first?andlt;/Iandgt;andlt;BRandgt;andlt;/OLandgt;andlt;BRandgt;Appendix: A Compilation of Our Listsandlt;BRandgt;andlt;BRandgt;andlt;Iandgt;A comprehensive summary and list of concepts, insights, tips, and tactics.andlt;/Iandgt;andlt;BRandgt;andlt;BRandgt;Acknowledgmentsandlt;BRandgt;andlt;BRandgt;Notes and Referencesandlt;BRandgt;andlt;BRandgt;Indexandlt;BRandgt;andlt;BRandgt;About the Authors

Product Details

ISBN:
9780743204149
Author:
Maister, David H.
Author:
Galford, Robert M.
Author:
Green, Charles H.
Publisher:
Free Press
Location:
New York
Subject:
Personal Finance - Investing
Subject:
Finance
Subject:
Business Ethics
Subject:
Questions & Answers
Subject:
Consulting
Subject:
Business consultants
Subject:
Organizational effectiveness
Subject:
Trust
Subject:
General Business & Economics
Subject:
Business-Accounting and Finance
Subject:
trust, success, relationships, professionals, information technology
Edition Description:
Hardback
Series Volume:
H-
Publication Date:
20001031
Binding:
HARDCOVER
Grade Level:
General/trade
Language:
English
Illustrations:
16 charts andamp; graphs
Pages:
256
Dimensions:
9.25 x 6.12 in 15.295 oz

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Related Subjects

Business » Accounting and Finance
Business » Consulting
Business » Ethics

The Trusted Advisor New Hardcover
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Product details 256 pages Free Press - English 9780743204149 Reviews:
"Synopsis" by , In order to survive, today's professionals must earn the trust of their clients--and re-earn it throughout their careers, says Maister. The famed "guru's guru" joins a pair of elite consultants--Charles Green and Robert Galford--to deliver a dynamic must-read for successfully negotiating relationships in today's bold new economy.
"Synopsis" by ,

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.

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