Are you a customer experience leader facing roadblocks when trying to get your initiatives approved? In this episode, Mark delves into the power of trust with Charlie Green, co-author of “The Trusted Advisor,” to uncover strategies for breaking through bureaucratic walls and fostering buy-in. Key discussion points include:
- The importance of building strong relationships with your leaders and understanding their priorities.
- Why expediency can backfire and how taking the time to connect with stakeholders can save you time in the long run.
- The Three Levels of Listening: Learn to listen beyond the facts to uncover the context and emotional meaning behind what others say.
- The Trust Equation: Discover how credibility, reliability, intimacy, and self-orientation impact your trustworthiness and how to identify areas for improvement.
- Practical tips for building intimacy and creating a safe space for open communication.
- The significance of role-modeling trustworthiness as a leader.
Tune in to gain valuable insights on cultivating trust, overcoming resistance, and driving meaningful change within your organization. Bonus: Charlie shares a link to a trust assessment tool that can help you identify opportunities to deepen trustworthiness.
- Link to TQ Assessment: https://trustsuite.trustedadvisor.com/
Other resources:
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Building Trust with Key Stakeholders, The Delighted Customers Podcast with Charles H. Green – https://www.empoweredcx.com/podcast/episode/28000408/building-trust-with-key-stakeholders-author-charles-h-green
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The Trusted Advisor (book) – https://qrcd.org/5RkY
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The Four Trust Factors (book) – https://qrcd.org/5Rkc
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The Trust Equation explained – Trust Matters Blog – https://qrcd.org/5Rkn
Meet Charlie:
Charles H. Green is an author, speaker and world expert on trust-based relationships and sales in complex businesses. Founder and CEO of Trusted Advisor Associates, he is author of Trust-based Selling, and co-author of The Trusted Advisor and the Trusted Advisor Fieldbook. He has worked with a wide range of industries and functions globally.
Charles works with complex organizations to improve trust in sales, internal trust between organizations, and trusted advisor relationships with external clients and customers.
Charles spent 20 years in management consulting. He majored in philosophy (Columbia), and has an MBA (Harvard).
A widely sought-after speaker, he has published articles in Harvard Business Review, Directorship Magazine, Management Consulting News, CPA Journal, American Lawyer, Investments and Wealth Monitor, and Commercial Lending Review.
More about Charlie: https://trustedadvisor.com/consultants/charles-h-green
