Becoming a trusted advisor - what consultancy really is about
Transcript of Becoming a trusted advisor - what consultancy really is about
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
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010
100
11
Confess
Don’t confess
Confess Don’t confess
Source: John Nash
Coordination – Battle of the sexes
He
She
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11
00
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Football
Theatre
Football Theatre
Source: John Nash
Confrontation – Chicken Game
Person A
Person B
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-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
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H Principles about trust1
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HOrganisation & processes
Passion & Attitude Tools & Skills
O
P TFrustration
Manipulation
Balancing R & E
Support
Authenticity
Leadership (climate)
“Silver-bullet”methods
Inspiration
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H
1
Maturity
Information
Low
High
Rational Emotional
Knowledge Expe
rienc
e
Inspired by: Ulrich Libbrecht
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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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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
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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
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