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The Trusted Advisor Fieldbook: A Comprehensive Toolkit for Leading with Trust

The Trusted Advisor Fieldbook: A Comprehensive Toolkit for Leading with Trust [Kindle Edition]

Charles H. Green , Andrea P. Howe
4.7 out of 5 stars  See all reviews (3 customer reviews)

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Product Description

Product Description

A practical guide to being a trusted advisor for leaders in any industry

In this hands-on successor to the popular book The Trusted Advisor, you'll find answers to pervasive questions about trust and leadership—such as how to develop business with trust, nurture trust-based relationships, build and run a trustworthy organization, and develop your trust skill set. This pragmatic workbook delivers everyday tools, exercises, resources, and actionable to-do lists for the wide range of situations a trusted advisor inevitably encounters. The authors speak in concrete terms about how to dramatically improve your results in sales, relationship management, and organizational performance.

Your success as a leader will always be based on the degree to which you are trusted by your stakeholders. Each chapter offers specific ways to train your thinking and your habits in order to earn the trust that is necessary to be influential, successful, and known as someone who makes a difference.

  • Self-administered worksheets and coaching questions provide immediate insights into your current business challenges
  • Real-life examples demonstrate proven ways to "walk the talk"
  • Action plans bridge the gap between insights and outcomes

Put the knowledge and practices in this fieldbook to work, and you'll be someone who earns trust quickly, consistently, and sustainably—in business and in life.

From the Back Cover

A practical guide to being a trusted advisor for leaders in any industry Your success as a leader depends on your stakeholders′ trust. In this hands–on companion to the bestselling The Trusted Advisor, you′ll find actionable tools, exercises, and resources for the situations that any leader inevitably encounters. Put them to work, and you′ll earn trust quickly, consistently, and sustainably—in business and in life. "Leaders and aspiring leaders understand the central importance of trust–based relationships. The Trusted Advisor Fieldbook is a practical guide for leaders at all levels in building and maintaining relationships with clients and colleagues. Success requires this critical asset." —Jim Quigley, former CEO of Deloitte Touche Tohmatsu Limited "This is an extensive and in–depth collection of practical tools and exercises that will help anyone improve his or her ability to earn trust. A major contribution." —David Maister, coauthor of The Trusted Advisor "This book is a really valuable resource for anyone who needs to sharpen their trust–building skills—and who doesn′t? It′s packed with practical tools and ideas." —Matt Nixon, VP Organisation Effectiveness, Royal Dutch Shell "Everyone talks about being a ′trusted advisor,′ but few people have real science behind it. Green and Howe have got experience, data, and perspective; they don′t shy from the really difficult tasks in client relationships. We have found them to bring practical, tactical expertise to the ideas already developed in The Trusted Advisor and Trust–Based Selling." —Mark Hawn, Managing Partner, Accenture "When The Trusted Advisor published in 2000, I called it a brilliant and practical book. The Trusted Advisor Fieldbook is even more practical—and instructive—on how to develop trustworthiness, both in yourself and your organization." —Tom Peters, coauthor of In Search of Excellence

Product details

  • Format: Kindle Edition
  • File Size: 3612 KB
  • Print Length: 288 pages
  • Publisher: Wiley; 1 edition (22 Nov 2011)
  • Sold by: Amazon Media EU S.à r.l.
  • Language: English
  • ASIN: B006ES4GI4
  • Text-to-Speech: Enabled
  • X-Ray:
  • Word Wise: Not Enabled
  • Average Customer Review: 4.7 out of 5 stars  See all reviews (3 customer reviews)
  • Amazon Bestsellers Rank: #103,202 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
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Customer Reviews

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Most Helpful Customer Reviews
2 of 2 people found the following review helpful
5.0 out of 5 stars Trust means business - a very important book 2 Mar 2012
Over the last decade there has been a unprecedented drop off in trust in our world. Business, governments, the press, society as a whole - all have been found lacking. When Charles Green wrote his first book - The Trusted Advisor (co-written with David Maister and Robert Galford in 2000) - I doubt even he realised how pertinent his laser-focus on trust would become.

Achieving trusted advisor status is the holy grail for any professional. In this new book, The Trusted Advisor Fieldbook Charles and co-writer Andrea Howe go deeper. They look at how to build trust not just at the individual level but across organisations too. Proving that trust is not a soft, fluffy concept they show measurable benefits for those that become trusted - more sales, easier relationships, faster and better decisions, commitment and loyalty inside your organisation and out.

I loved Charles' first book - it was staple reading for anyone entering the consultancy sector; I learned a heap from his second, Trust-based Selling - it identified approaches that in my previous sales roles always worked best. And now he's completed his trilogy. The Trusted Advisor Fieldbook is more hands on than the others. Packed full of worksheets, quizzes, coaching tips, stories and action points, this valuable manual shows us how to walk the talk and apply the powerful principles and models he shares.

The Trusted Advisor Fieldbook is superbly written and structured and very comprehensive. It looks at trust-based marketing, networking, business development and relationship building - pitching, pricing, cross-selling, selling to the C-Suite are all covered. There is a section for leaders on building and running a trustworthy organisation - how to train and develop a culture of trust.

I highly recommend this book to anyone in the professional services or advice field, whether they are a consultant, leader or business developer.
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By Rolf Dobelli TOP 500 REVIEWER
All relationships require trust, including professional situations where you sell to or advise other people. How do you define and cultivate trust? Consultants Charles H. Green and Andrea P. Howe start with an equation and use it as a template for practical, trust-building behavior in this worthy companion to the best-selling classic, The Trusted Advisor, which Green co-authored. Despite some confusing logic in the first section and a bit of repetition, this manual proves a thorough and thoughtful guide for building trust in a business setting. getAbstract recommends it to those seeking to establish and strengthen trust-based client relationships, and to readers of The Trusted Advisor looking to put that book's counsel into practice.
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1 of 2 people found the following review helpful
5.0 out of 5 stars The Author Knows his Stuff 16 Feb 2012
By Chris Downing TOP 500 REVIEWER
Format:Paperback|Verified Purchase
I used to work in this field and there are only a few authors I'd place in the expert box - Charles Green is one and the other is Andrew Sobel. An excellent companion to this book is Sobel's "Power Qustions" Power Questions: Build Relationships, Win New Business, and Influence Others

Charles Green has written several books on relationships in business - this being the latest and by far the most effective. Workbooks by definition allow you to learn and apply. This manual is an excellent way to start understanding the power of business relationships and its significant influence on how clients and customers buy. As the old mentor of Tom Cruise's character in Jerry MaGuire says,"This business is all about relationships - no relationship, no business." In fact all business is like that. It is unlikely you can win board level business agreements and contracts without having good relationships with clients. I can tell from my own experience that most people think they are good at relationships - they are not.

Thinking you are good at relationships when you are not is significantly damaging to your income. Do yourself a favour and start reviewing your performance by reading this book or Andrew Sobel's. You won't regret it.
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Most Helpful Customer Reviews on (beta) 4.8 out of 5 stars  25 reviews
12 of 12 people found the following review helpful
5.0 out of 5 stars Trust is the bedrock of influence 14 Nov 2011
By J. F. Malcolm - Published on
Trust between individuals is one of the most essential and important ingredients of personal influence. If motivation is the fuel of persuasion, trust is its lubricant. Trust lowers risk; it opens communication; it makes decisions more efficient and effective.

Of course, you don't need a book to tell you that. The critical point is that trust is also within your control, and this excellent book by Charles H. Green and Andrea P. Howe shows you how to establish, accelerate, and maintain it.

Whether or not you are in sales, you exert influence and make a difference in others' lives when they take your advice--but even if you are always right it's no guarantee that people will take you advice. (And you don't have to have teenage kids for this to be true.) As the authors tell us, you have to earn the right to be right.

The Trusted Advisor Fieldbook shows you how by opening up the black box and exposing how the process works so that you can become more trustworthy to others. It then goes into specific practical detail on how to apply the trust principles in everyday situations, from different aspects of the sales cycle to personal and organizational relationships.

Most "how-to" books such as this provide value on three levels:
* Things you already "know" you should do but need reminding or prompting to do more of
* Things you kind of know how to do, but get expert instruction on how to do it better
* Things you thought you knew, but were wrong

The fieldbook has a lot of material in the first category, but to me the most important reminder is worth quoting at length:

"The goal of traditional selling is to convince the buyer to buy from you--the goal of trust-based selling is to help the buyer do what is right for him. The difference is a question of focus and motives. Helping, as distinct from closing, is other-focused, nonmanipulative and trust-enhancing."

I believe this quote could encapsulate the entire book, and because one of my pet causes is the professionalization of selling, I urge any salesperson reading this article to print this and post it somewhere that you can see it before any communication with a client or prospect. Even if you're not in sales, change the words slightly and they will apply equally to you.

In the second category, there are a number of specific situations, including presenting, selling to the C-Suite, and negotiating, where they give useful advice and excellent insights. Most importantly, the examples of the phrases they provide to illustrate their points ring true, and demonstrate that the authors have very deep experience in these areas.

As to the third category, I pride myself on being right, and this is awkward to admit, but I may have to reconsider my traditional advice to keep price out of the discussion until the end. The authors make a convincing case that this just adds to the tension and angers the potential buyer; it's best to let the buyer control when the topic comes out in the discussion.

Finally, I like the format of the book. In the form of a fieldbook, it provides numerous questions, forms and suggestions to think further about how to apply their ideas to your own particular situation. The "list of lists" at the end is also helpful; I found it easier to read them before beginning a new chapter.

I am in the business of teaching people how to be more influential, and I personally learned a lot from this book. I trust you will get a lot of value out of it as well.
6 of 6 people found the following review helpful
5.0 out of 5 stars Every leader should read this book 5 Jan 2012
By Kristi Hedges - Published on
As a business owner of a consulting firm for more than a decade, I was introduced to The Trusted Advisor and Charles H. Green's work on trust years ago and finally understood what relationship-based sales really meant. I've introduced those trust concepts to many people since then and have seen numerous light bulbs go off. Most people don't talk about trust in a diagnostic and prescriptive way, so these concepts are a breath of fresh air.

In the Trusted Advisor Fieldbook, Green and Howe offer a straightforward, practical toolkit for building trust across situations like business development, networking, C-suite selling, and internal communications. They include useful lists and exercises to use as reference for building relationships in multiple settings. For example, there's a 5-point checklist for preparing for meetings. With so many wasteful meetings, 10 minutes of prep can dramatically shift the outcome. There are also lots of tips for sales here, including how to strengthen trust instead of hard selling. This often runs counter to what you hear in sales trainings, but is definitely my personal experience for what works.

Finally, what I find personally most helpful is the advice around strengthening relationships that aren't working. I wish I'd had this book as a new manager, struggling to motivate employees! For anyone who has had an employee they are trying to "turn around," you'll find inspiration in the book.

As a leader, if you don't have trust, you'll never get buy-in. I felt so strongly about the ideas in this book that I included an entire chapter in my own book about them. I saw what a difference they'd made in my life, and wanted to share them with anyone seeking to influence others.

This book is a must-read for leaders.

Kristi Hedges, author, The Power of Presence: Unlock Your Potential to Influence and Engage Others
4 of 4 people found the following review helpful
5.0 out of 5 stars Definitely a book to keep in arm's reach 12 Nov 2011
By Alison Lester - Published on
I got such a strong feeling of experience, openness and commitment from the authors of this book as I read it - a real feeling that they are walking their talk, developing our trust in them all along the way. When I read business-related self-help books, I'm always on the lookout for the padding that often is a hallmark of the genre, and I didn't find it here. What I did find was a very rich mine of information, and a regular return to the most important components of trusting relationships. The aim is clear, the details are helpful and memorable, and the opportunity for reflection and real work on self-development is excellent.

So many sections seem to stand alone very nicely that it is dangerously tempting to just dip in and out. Two that stood out for me were the one on maintaining trust when you don't agree, and also the chapter on building trust at a distance (so important now that so many of us are working in virtual teams). But the book is an importnat whole, with a great deal of know-how and passion behind its structure and its meaning. Read the whole thing.

While they've got a very welcome final section called their "List of Lists" which itemizes all the concepts, recommendations, and step-by-step approaches of the book, by that time most readers will have absorbed the understanding that developing trust is not about following a behavioral checklist, and that trust-based relationships cry out for principles, rather than processes.
3 of 3 people found the following review helpful
5.0 out of 5 stars Great resource 22 Nov 2011
By cheleen mahar - Published on
Andrea Howe and Charlie Green have hit a home run with the Trusted Advisor Fieldbook. This easily usable resource is succinct and provides everything that the reader could need to put such useful information to work. Succinct content is surrounded by short case studies, assessments, and worksheets. Spend an afternoon with this quick read and its countless support resources and any professional services provider will be ready to put the material to work the next day. A definite must-read for anyone aspiring to be a trusted advisor.

Kay Gilley, author, Leading from the Heart, The Alchemy of Fear, The New Bottom Line, and The Game Called Life
2 of 2 people found the following review helpful
5.0 out of 5 stars Absolutely brilliant follow-up to "The Trusted Advisor" 30 Sep 2012
By Erik Gfesser - Published on
Format:Paperback|Verified Purchase
Almost exactly four years ago today, I wrote the following about the predecessor to this text: "Truly, the content that Maister, Green, and Galford provide in 'The Trusted Advisor' is absolutely brilliant. The only other consulting text that comes to mind which meets the quality of this work is 'The Secrets of Consulting', by Weinberg (see my review). And while 'Secrets' is an incredibly informative and entertaining masterpiece, the three authors who collaborated for this piece have provided a great service to anyone involved with advising other individuals, regardless of profession." What Green and Howe offer with this recent effort follows well in these earlier footsteps. In the words of the authors, this is "a more detailed how-to guide for people in any professional role", and I could not agree more. This book is not a replacement, but a compliment, providing a hands-on approach to developing and maintaining trust-based relationships that will certainly cause me to recommend it to colleagues.

The material that the authors present is broken down into five parts: Part 1 ("A Trust Primer"), Part 2 ("Developing Your Trust Skill Set"), Part 3 ("Developing Business with Trust"), Part 4 ("Managing Relationships with Trust"), and Part 5 ("Building and Running a Trustworthy Organization"). These parts are broken down into 31 chapters, each typically containing just a few pages, which greatly helped my digestion of the content as well as my focus on specific areas of trust. In addition, the conclusions of each of the chapters provide truly thought-provoking worksheets that challenged me during my reading and will continue to challenge me, as I expect to revisit these worksheets in the future as I grow as a professional. And one of the specific aspects about this book that I appreciated, as with "The Trusted Advisor", is all the lists throughout the book (164 in total, more than a 5-fold increase from the earlier effort!) that are also contained in a comprehensive appendix.

As a consultant, chapter personal favorites include Chapter 1 ("Fundamental Truths"), Chapter 3 ("The Dynamics of Influence"), Chapter 4 ("Three Trust Models"), Chapter 6 ("Listen"), Chapter 7 ("Partner"), Chapter 8 ("Improvise"), Chapter 9 ("Risk"), Chapter 15 ("Talking Price"), Chapter 21 ("Accelerating Trust"), Chapter 23 ("Shifting from Tactics to Strategy"), Chapter 24 ("My Client is a Jerk: Transforming Relationships Gone Bad"), and Chapter 25 ("Dealing with Untrustworthy People"). Based on my experience, all professionals will find valuable what the authors present within the chapters of Part 2. While many other texts address the fact that self-knowledge is essential, if any potential readers of this book do not have time to read everything that the authors have to share, the other chapters within this portion of the book (on listening, partnering, improvising, and risk-taking) should be considered required reading for everyone who works with clients to any degree.

The "Trust Equation", Trust = (Credibility + Reliability + Intimacy) / Self-Orientation, or T = (C + R + I) / S, is revisited and expanded upon by the authors alongside two other trust models in Chapter 4, resulting in one of the best discussions in the text. "Self-orientation, which we like to call your 'S', rears its ugly head most often when you feel some sort of fear: fear of looking bad, fear of rejection, fear of loss. All of these fears are perfectly normal. And they are what makes your S look big. What makes a difference is having the ego strength to see the fear, acknowledge it, 'get off your S', and move on. After all, obsessing about Big S mistakes is just more Big S." Following this discussion, "The Trust Creation Process", a five-step model (engage, listen, frame, envision, and commit) in which the authors stress order, is presented, followed by "The Trust Principles" that include a focus on the other, a collaborative approach, a medium-to-long-term perspective, and a habit of being transparent.

As the authors explain, "being or becoming trustworthy cannot be reduced to pure behaviors. Your actions are driven by your beliefs, and your beliefs are driven by your values or principles. Trustworthy behavior is far too complex to fake without beliefs and values behind it. If your values don't drive you to behave in a trustworthy manner all the time, you will be found out quickly. Hence, the trust equation and the way you use the trust creation process are really just outcomes of the principles you hold, the trust principles. The way to become trusted is to act consistently from those principles." And later, the authors introduce a refrain that is common throughout the rest of the text, especially echoing throughout part 3, which personally brought to mind the negative repurcussions an ABC (always be closing) mindset made famous by Alec Baldwin in Glengarry Glen Ross is likely to bring: "Focusing on relationships nurtures transactions, whereas focusing on transactions chokes off relationships."
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