《The Trusted Advisor》被信任的顾问 英文版书籍下载
The Trusted Advisor
内容简介
In today's fast-paced networked economy, professionals must work harder than ever to maintain and improve their business skills and knowledge. But technical mastery of one's discipline is not enough, assert world-renowned professional advisors David H. Maister, Charles H. Green, and Robert M. Galford. The key to professional success, they argue, is the ability to earn the trust and confidence of clients. To demonstrate the paramount importance of trust, the authors use anecdotes, experiences, and examples -- successes and mistakes, their own and others' -- to great effect. The result is an immensely readable book that will be welcomed by the inexperienced advisor and the most seasoned expert alike.
名人推荐
From AudioFile
THE TRUSTED ADVISOR teaches listeners how to gain and keep the trust of clients, students, and friends. Kent Cassella confidently delivers the authors' sound suggestions on building relationships and the importance of being sincere in doing so. In short segments, the authors describe personality traits that work toward cultivating relationships and provide vignettes that illustrate their principles. Thoughout the audiobook, Cassella reads the advice, examples, and lists in a tone of energetic encouragement--as if he were the listener's own professional mentor. M.B.K. ? AudioFile 2010, Portland, Maine
媒体推荐
Professor Charles Fombrun Leonard N. Stern School of Business, New York University The Trusted Advisor gets to the heart and soul of the advice business. This path-breaking book is a must-read. -- Review
作者简介
David H. Maister, a leading authority on the management of professional service firms, is the author of the bestselling Managing the Professional Service Firm, True Professionalism, and Practice What You Preach. He lives in Boston, Massachusetts.
目录
Contents
Introduction
How to Use This Book
Part One: Perspectives on Trust
A Sneak Preview
What would be the benefits if your clients trusted you more?
What are the primary characteristics of a trusted advisor?
What Is a Trusted Advisor?
What do great trusted advisors all seem to do?
Earning Trust
What are the dynamics of trusting and being trusted?
How to Give Advice
How do you ensure your advice is listened to?
The Rules of Romance: Relationship Building
What are the principles of building strong relationships?
The Importance of Mindsets
What attitudes must you have to be effective?
Sincerity or Technique?
Do you really have to care for those you advise?
Part Two: The Structure of Trust Building
The Trust Equation
What are the four key components that determine the extent of trust?
The Development of Trust
What are the five stages of trust-building?
Engagement
How do you get clients to initiate discussions with you?
The Art of Listening
How can you improve your listening skills?
Framing the Issue
How can you help clients look at their issues in a fresh way?
Envisioning an Alternate Reality
How can you help clients clarify what they're really after?
Commitment
How do you ensure clients are willing to do what it takes to solve their problems?
Part Three: Putting Trust to Work
What's So Hard About All This?
Why are truly trust-based relationships so scarce?
Differing Client Types
How do you deal with clients of differing types?
The Lieutenant Columbo Approach
What can we learn from an unorthodox winner?
The Role of Trust in Getting Hired
How do you create trust at the outset of a relationship?
Building Trust on the Current Assignment
How can you conduct your assignment in a way that adds to trust?
Re-earning Trust Away from the Current Assignment
How can you build trust when you're not working on an assignment?
The Case of Cross-Selling
Why is cross-selling so hard, and what can be done about it?
The Quick-Impact List to Gain Trust
What are the key things you should do first?
Appendix: A Compilation of Our Lists
A comprehensive summary and list of concepts, insights, tips, and tactics.
Acknowledgments
Notes and References
Index
About the Authors
文摘
Chapter 1: A Sneak Preview
Let's start with a question: What benefits would you obtain if your clients trusted you more?
Here's our list. The more your clients trust you, the more they will:
Reach for your advice
Be inclined to accept and act on your recommendations
Bring you in on more advanced, complex, strategic issues
Treat you as you wish to be treated
Respect you
Share more information that helps you to help them, and improves the quality of the service you provide
Pay your bills without question
Refer you to their friends and business acquaintances
Lower the level of stress in your interactions
Give you the benefit of the doubt
Forgive you when you make a mistake
Protect you when you need it (even from their own organization)
Warn you of dangers that you might avoid
Be comfortable and allow you to be comfortable
Involve you early on when their issues begin to form, rather than later in the process (or maybe even call you first!)
Trust your instincts and judgments (including those about other people such as your colleagues and theirs)
We would all like to have such professional relationships! This book is about what you must do to obtain these benefits.
What changes would you make to this list? What would you add? Delete?
Next, let's consider three additional questions:
Do you have a trusted advisor, someone you turn to regularly to advise you on all your most important business, career, and perhaps even personal decisions?
If you do, what are the characteristics of that person?
If you do not, what characteristics would you look for in selecting your trusted advisor?
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