4. a new approach ... First step - create rapport Rapport is essential
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6. Thinking Preferences - “how would you like this information presented to you” Personality styles ‘ people do business with people they like’ stage one - recognising self Seeing Hearing Feeling Imagine Focus Look at Point out Notice Show you Illustrate Viewpoint Talk through Tune in Listen to Rings a bell Deaf to Sounds like Tell myself Outspoken Hold on Strikes me In touch with Stick with No stomach for Put a finger on Feel like Grasp
7. a new approach ... Trustworthy Equation Credibility + Reliability + Intimacy __________________________ Self Orientation = TRUSTWORTHINESS The Trusted Advisor - Charles Green
8. a new approach ... Credibility Credibility has to do with the words we speak, our experience, expertise & presentation abilities. In a sentence we might say, “I can trust what she says about the salary level I need to pay; she’s very credible she knows her stuff.”
9. Reliability Reliability has to do with actions. We might say, “If he says he’ll deliver the CV’s tomorrow, I trust him, because he’s dependable.” “ If he says this candidate has the expertise I need, I will interview him”
10. a new approach ... Intimacy Intimacy refers to the safety or security that we feel when entrusting someone with something. We might say, “I can trust her with that information; she’s never violated my confidentiality before, and she would never embarrass me.”
11. a new approach ... Intimacy • Discretion – the wisdom to know what to do with information another shares with us • Empathy – the ability to see another person’s point of view from the inside out; to identify with another person’s feelings. Understand their world/challenges • Personal relationship – find out about them, discuss mutual interests. The more familiar you are to other people the more likely they are to trust you • Risk-taking – vulnerability. This is about you. eg asking for feedback, revealing something personal, saying the unsaid
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14. a new approach ... How to become Trusted How to become Trusted Credibility + Reliability + Intimacy _________________________ Self Orientation = TRUSTWORTHINESS
15. Time Trusted Advisor process Connect on an emotional & rational level Trust Add value Job role Recruitment issues & trends Business Issues Personal Issues Trusted Advisor
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17. What do clients say they want? What do clients say they want? a new approach ...
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23. Actions 20% of your clients tend to give you 80% of your business so spend time on the 20%
