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© Trusted Advisor Associates LLC, 2009 all rights reserved
How to Deliver Bad News and Build Trust at the Same Time
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
In this “moment of truth,” what should I do?
A. Leave the room
B. Answer both questions
C. Share what I learned at University
D. Redirect attention to the client
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
Here’s what I thought then:
It’s impossible to deliver bad news without degrading trust.
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
Here’s what I know now:
It is entirely possible to deliver bad news and dramatically increase trust in the process.
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
Today, we’ll explore …
1. what it really means to be trustworthy
2. some unconventional wisdom about bad news
3. a delivery technique that’s tried and true
www.trustedadvisor.com/pmiwdcreston
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
Looking up “trust” in the dictionary is a waste of time
trust
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
The Trust Equation (cont.)
R
T trustworthiness
R reliability
T =
Source: The Trusted Advisor by Maister, Green, and Galford, The Free Press, 2000
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
The Trust Equation (cont.)
C + R
T trustworthinessC credibilityR reliability
T =
Source: The Trusted Advisor by Maister, Green, and Galford, The Free Press, 2000
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
The Trust Equation (cont.)
C + R + I
T trustworthinessC credibilityR reliabilityI intimacy
T =
Source: The Trusted Advisor by Maister, Green, and Galford, The Free Press, 2000
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
The Trust Equation (cont.)
T trustworthinessC credibilityR reliabilityI intimacyS self-orientation
C + R + I
S
T =
Source: The Trusted Advisor by Maister, Green, and Galford, The Free Press, 2000
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
Next up:
1. what it really means to be trustworthy
2. some unconventional wisdom about bad news
3. a delivery technique that’s tried and true
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
Conventional wisdom can’t be trusted
“Be objective/factual”
“Bring solutions to the table”
“Stay positive”
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
It skews to the rational side of trustworthiness
T trustworthinessC credibilityR reliabilityI intimacyS self-orientation
C + R + I
S
T =
Source: The Trusted Advisor by Maister, Green, and Galford, The Free Press, 2000
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
Unconventional wisdom, on the other hand, rounds out the equation
Show some vulnerabilit
yTake responsibility
Make room for reactions
Dare to collaborate
Set expectations up front
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
Finally:
1. what trustworthiness really takes
2. some unconventional wisdom about bad news
3. a delivery technique that’s tried and true
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
Try this three-part technique
1. Inventory all concerns, risks, fears (yours)
2. Use caveats to say them out loud
3. Articulate the issue(Tip: 10 words or less)
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
Name It and Claim It is a socially acceptable way to put hard truths on the table
“I may be completely missing the mark here, and I sure don’t want to step on any toes. I’m concerned we don’t have the executive sponsorship we need.”
“There’s really no easy way to say this. We’re not going to make the deadline.”
“At the risk of embarrassing myself, I’ve lost sight of what we’re really trying to accomplish.”
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
Saying the hard stuff can be a trust trifecta
T trustworthinessC credibilityR reliabilityI intimacyS self-orientation
C + R + I
S
T =
Source: The Trusted Advisor by Maister, Green, and Galford, The Free Press, 2000
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
Today, we’ve explored …
1. what trustworthiness really takes
2. some unconventional wisdom about bad news
3. a delivery technique that’s tried and true
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
Here’s what’s in your goodie bag
www.trustedadvisor.com/pmiwdcreston
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
© 2012 Andrea P. Howe. All rights reserved. Developed in partnership with Charles H. Green
How will you choose …
… to set yourself apart?
Andrea Howeandrea@bossanovaconsulting.com
1-202-906-0485@AndreaPHowe
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