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Trust and Influence What Every Successful HR Professional Needs to Know - April 2014
1.
Trust and Influence:
What Every Successful HR Professional Needs to Know HRATV HR Rise Up Conference | April 2014
2.
Human vulnerabilities have
serious consequences • Waste • Lost opportunity • Compromise • Failure © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
3.
Trust has upside
1. Engagement 2. Productivity 3. Leverage 4. Information sharing 5. Creativity/innovation © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
4.
Today, we’ll explore
what it really takes … … to be trustworthy … to be influential … to make a habit of trust © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
5.
Trustworthiness starts with
mindset • Trust is personal • Trust is paradoxical • Trust is positively correlated to risk The 3 P’s © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
6.
Let’s make it
real Bring to mind a “relationship situation”: 1. There’s misalignment, concern, disagreement, frustration, tension, or conflict (big or little) 2. It’s with an individual 3. You can speak about it here © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
7.
Say three things
out loud 1. “My stakeholder is ___________.” 2. “The challenge as I see it is _____________.” 3. “My wish for this relationship is _______________________________.” © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
8.
Looking up “trust”
is a waste of time trust © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
9.
The Trust Equation
brings clarity to ambiguity T trustworthiness C credibility R reliability I intimacy S self-orientation C + R + I S T = Source: The Trusted Advisor by Maister, Green, and Galford, The Free Press, 2000 © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
10.
Reliability is about
actions Actions Reliability Dependability Predictability I trust him to… © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
11.
Reliability is the
only variable that requires the passage of time AND you can accelerate it: 5. Make lots of small promises 6. Be on time 7. Use their terminology © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
12.
Credibility relates to
words Words Actions Credibility Reliability Truthfulness Credentials I trust what she says about… Dependability Predictability I trust him to… © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
13.
Here’s how to
build credibility quickly 1. Show you’ve done your homework 2. Take a point of view 3. Speak the truth ... always 4. Combine your words with presence © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
14.
Intimacy relates to
safety Words Actions Safety Credibility Reliability Intimacy Truthfulness Credentials I trust what she says about… Dependability Predictability I trust him to… Discretion Empathy Risk-taking I trust her with… © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
15.
Even intimacy can
be accelerated 8. Name the elephant 9. Listen with empathy 10. Tell them something you appreciate about them 11. Address people by name © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
16.
Self-orientation relates to
focus Words Actions Safety Focus Credibility Reliability Intimacy Self-Orientation Truthfulness Credentials I trust what she says about… Dependability Predictability I trust him to… Discretion Empathy Risk-taking I trust her with… Motives Attention I trust that he cares about… © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
17.
There are ways
to “get off your ‘S’” faster, too 12. Give away ideas 13. Build a shared agenda 14. Steer clear of premature problem-solving 15. Relax your mind © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
18.
Let’s link this
to your stakeholder… T trustworthiness C credibility R reliability I intimacy S self-orientation C + R + I S T = Source: The Trusted Advisor by Maister, Green, and Galford, The Free Press, 2000 © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
19.
Walking the talk:
Your stakeholder’s experience Consider your stakeholder challenge. Which variable would he/she say earns your highest score? Lowest score? C + R + I S T trustworthiness C credibility R reliability I intimacy S self-orientation T = © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
20.
Next up, what
it really takes … … to be trustworthy … to be influential … to make a habit of trust © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
21.
Influence is as
misunderstood as trust Facts Logic Truth © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
22.
What drives influence
might surprise you reciprocity © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
23.
It turns out
the quality of our listening also matters … a lot “Understanding must precede advice.” “You have to let your partner know that you fully understand and empathize … before you suggest a solution.” © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
24.
Influence, in fact,
is a function of listening, not talking empathy © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
25.
We have to
earn the right to be right RATIONAL NON-RATIONAL Paraphrase Empathize Earn the Right © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
26.
Consider your stakeholder
situation • What haven’t I been HEARING? • What haven’t I been SAYING? © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
27.
Finally, what it
really takes … … to be trustworthy … to be influential … to make a habit of trust © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
28.
It takes practice
to become natural 1. Practice everyday empathy 2. Tune out to tune in 3. Get curious – about yourself and others “We are what we repeatedly do. Excellence, then, is not an act, but a habit” —Aristotle © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
29.
Today we covered,
what it really takes … … to be trustworthy … to be influential … to make a habit of trust © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
30.
Trus t and
Inf luenc e : What Eve r y Suc c e s s ful HR Pro f e s s ional Ne eds to Know: Key Takeaways #1. A TRUSTED ADVISOR is a ___________________________________. #3. The TOP 5 BENEFITS of trust are: 1. _____________________________ 2. _____________________________ 3. _____________________________ 4. _____________________________ 5. _____________________________ #2. The THREE P’s of trust are: Trust is p________________ Trust is p________________ Trust is p___________________________ #4. My stakeholder’s name is: ____________________________________. #5. CREDIBILITY equates to _____________. RELIABILITY equates to _________________. INTIMACY equates to ___________________. SELF-ORIENTATION equates to __________. #6. ________________ is the only variable of trustworthiness requiring the passage of time. #7. Four ways I could RAPIDLY BOOST MY TRUSTWORTHINESS score: Self-Orientation: __________________________________________ Intimacy: __________________________________________ Reliability: __________________________________________ Credibility: __________________________________________ Choose from your bookmark or insert your own. Download a free eBook that expands on the 15 Ways to Build Trust … Fast! #8. My TRUST TEMPERAMENT™ is my ________________________ when it comes to trust-building. #9. According to Cialdini, _____________________ is a primary driver of INFLUENCE. This plays out in the business of advice-giving in the form of ________________________. #10. My BIGGEST TAKEAWAY from today is: _____________________________________________________ ____________________. #11. ONE ACTION I will take to increase my trustworthiness is: What By When With Support From Cate Gregory | cgregory@trustedadvisor.com | 1.703.346.5050 | Visit http://trustedadvisor.com/HRriseup to download “82 Ways to Build Your Trustworthiness” and more. © 2010-2014 Trusted Advisor Associates, LLC. All rights reserved. www.trustedadvisor.com/HRriseup © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
31.
The Virtual Goodie
Bag • Online resources for you: www.trustedadvisor.com/HRriseup • Take the Trust Quotient Assessment http://trustsuite.trustedadvisor.com cgregory@trustedadvisor.com © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
32.
How will you
choose … … to set yourself apart? Cate Gregory cgregory@trustedadvisor.com 1-703-346-5050, LinkedIn © 2012-2013 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
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