Jens Pas

Becoming a trusted advisor

what consultancy really is about

• Reach for your advice• Treat you as you wish to be treated• Respect you• Pay your bill without question• Give you the benefit of the doubt• Forgive you when you make a mistake• Protect you when you need it• Warn you of danger that you might

avoid• Trust your instinct and judgement• Bring you in on more advanced,

complex and important issuesSource: The trusted advisor, David Maister

TRUST ?

We play games

Cooperation – Prisoners dilemma’s

Prisoner A

Prisoner B

77

010

100

11

Confess

Don’t confess

Confess Don’t confess

Source: John Nash

Coordination – Battle of the sexes

He

She

32

11

00

23

Football

Theatre

Football Theatre

Source: John Nash

Confrontation – Chicken Game

Person A

Person B

00

-15

5-1

-10-10

Swerve

Stick

Swerve Stick

Source: John Nash

• Seems to understand me, effortlessly, and like us• Is consistent (I can depend on him/her)• Always helps us see things from a fresh perspective• Doesn’t try to force things on us• Helps us think things through (it’s our decision)• Doesn’t substitute their judgement for ours• Doesn’t panic or get overemotional (they stay calm)• Helps us think and separate our logic from our emotions• Criticizes and corrects us, gently, lovingly• Doesn’t pull their punches (we can rely on them to tell us the

truth)• Is in it for the long haul (the relationship is more important

than the current issue)• Gives us reasoning, not just conclusions• Gives us options, gives recommendation and lets us choose• Challenges our assumptions• Makes us feel comfortable and casual personally• Acts like a real person, not someone in a role• Is reliably on our side and always seems to have our interests

at heart• …

Source: The trusted advisor, David Maister

TRUST ?

In geval van arbeidsongeschiktheid wegens ziekte en/of ongeval en in geval van verlenging hiervan, is de Medewerk(st)er gehouden onmiddellijk de Werkgever hiervan op de hoogte te brengen en dit vanaf de 2de dag van afwezigheid te staven door een geneeskundig getuigschrift, vermeldend aanvang en vermoedelijke duur van de ongeschiktheid, ten laatste op het einde van de tweede werkdag vanaf de dag van de ongeschiktheid. In geval van verlenging van de arbeidsongeschiktheid na de oorspronkelijk voorziene termijn, dient de Medewerk(st)er de Werkgever een nieuw geneeskundig getuigschrift te bezorgen, ten laatste op het einde van de tweede werkdag vanaf de eerste dag van arbeidsongeschiktheid die niet gedekt is door het oorspronkelijke getuigschrift.

De Medewerk(st)er aanvaardt ook zich door een door de Werkgever aan te duiden arts of specialist medisch te laten onderzoeken.

Ideas box

TRUST

Pro-activeco-operation

Re-activeco-operation

Obstruction

Involvement

Time

17 - 54

Source: Gallup

Development in trust...

Whom do you trust?

Think back...• I love this work! This

IS why I do what I do.• It’s ok, I can live with

it. It’s what I do for a living. This is life.

• I hate this part. I wish I could get rid of this junk

• I like these people and their work interests me.

• I can live with these people. Their business is ok.

• They are not my kind of people. I don’t like spending time with them, but I do, since I’m professional. I have no interest in their industry.

Source: The eight habit, Stephen Covey

Talent

Need

Conscience

Passion VOICE

1234

H Principles about trust1

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1234

HOrganisation & processes

Passion & Attitude Tools & Skills

O

P TFrustration

Manipulation

Balancing R & E

Support

Authenticity

Leadership (climate)

“Silver-bullet”methods

Inspiration

30

1234

H

1

Maturity

Information

Low

High

Rational Emotional

Knowledge Expe

rienc

e

Inspired by: Ulrich Libbrecht

31

1234

H

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H Trust is what you receive• over time• by giving

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H Trust• Grows, rather than appears• Is both rational and emotional• Presumes a two-way relationship• Is intrinsically about perceived risk• Is different for the Client than it is for

the Advisor• Is personal

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H Trust equation• T: Trustworthiness• C: Credibility• R: Reliability• I: Intimacy• S: Self-orientation

Source: David Maister

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H Trust in practice1

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H Relationships (1/2)

Expert

Scop

e of

adv

ice

Depth of personal relationship

Expert +

Valuable Resource

Coach

Service based

Needs based

Relationship based

Trust based

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H Relationships (2/2)

Source: David Maister

Service

Based

Needs Based

Relation

Based

Trust Based

Focus

Answer, expert.

Business Problem

Client Org.

Client as individual

Energy

Explaining

Problem solving

Providing insights

Understanding Client

Client rec.:

Information

Solutions

Ideas

Safe haven for

issues

KSF’s

Timely, quality

Problems resolved

Repeat business

Creative pricing…

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1234

H Influence…trustworthy

2

Approach What happensExplaining Legitimising

Logical persuadingAsking Appealing to

friendshipSocialisingConsulting

Stating StatingInspiring Appealing to values

ModellingExchanging Exchanging

Alliance Building Alliance buildingSource: McKinsey & Co.

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H Influence…withOUT integrity• Avoiding• Threatening• Intimidating• Manipulating

2

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H Becoming a trusted advisor• Study sincerely your customer/client• Do you know what you don’t know?• SHUT UP and listen• Do what you promised• Notify IN ADVANCE if you can’t• Do MORE (without business

developing)• Have FUN in what you do

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H Analyse your current relationship

Distant(cold)

Close(warm)

Lots of Talking

Lots of Listening

Free Script

Subject only

No scope

processnatureactio

n

scop

e

Source: Rudy Vandamme

TRUSTTRUST

TRUST

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H Rules of thumb• A chat with mom and dad• Go first!• Illustrate, don’t tell• Listen for what’s different, not for what’s familiar• Be sure your advice is asked for• Earn the right to give advice• Keep asking• Say what you mean• When you need help, ask for it• Show an interest in the person• Use compliments, not flattery• Show appreciation

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H Things I do...• Pyramid Principle• PIP• Six thinking hats• “Pre-wire”

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H Peer coaching

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H Reveal yourself

The Saints did not pray to the Good Lord for instructions on what to do. The Bible was already clear on what was expected of them. Nevertheless, the Saints got down on their knees every day of their lives – to pray that they could find the courage and strength to do the right thing.

Old Mexican proverb

Sources of inspiration

Jens Pas

bedankt

www.jenspas.bewww.dekrachtvanontmoetingen.be

De fuik dient om de vis te vangen.Als de vis gevangen is, vergeet dan de fuik.De strik dient om de haas te vangen.Als de haas gevangen is, vergeet dan de strik.Het woord dient om de gedachte te vangen.Als de gedachte gevangen is, vergeet dan het woord.