Page 31 - engage workbook

4 Trust underpins all relationships: business and personal.

David Maister et al in The Trusted Advisor define trust as
shown in the formula on the previous page.
video

Consider the contributing factors to each element of the
equation.

toolbox

Credibility is typically a function of both the reputation of your organization and your
personal reputation.
• Does your organization have a strong brand; is it respected?
• Are you presentable?
• Do you know your “stuff”?
• Are you comfortable admitting when you don’t know?
• Do you have “executive presence”?

Reliability is about keeping promises.
• Does your organization have the right systems and processes to ensure reliability?
• Do you respond quickly and with consistently high quality?
• Do you keep your promises?
• Do you keep to deadlines?

Intimacy relates to how well you know the other person and their world.
• Do you really understand their business?
• Do you monitor trends in their industry, their markets and their competitors?
• Do you know their personal preferences, ways of working and life aspirations?
• Are you comfortable opening up and showing more of yourself?

Self-orientation, which can relate to a person, business unit or entire organization,
undermines credibility, reliability and intimacy. Self-orientation is evidenced by such
behaviors as:
• Talking excessively about yourself, your organization or your offering.
• Showing off your technical knowledge or expertise.
• Asking lots of questions to improve your own knowledge, but offering nothing in return.
• Interrupting when others are speaking.

• Always wanting to have the last word.

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