Charles H. Green - The Trusted Advisor Fieldbook: A Comprehensive Toolkit for Leading with Trust

Contents

Praise for
The Trusted Advisor Fieldbook

The groundbreaking book The Trusted Advisor has been hugely influential. Now, Charles Green and Andrea Howe have taken the ideas further and fleshed them out with a wealth of practical advice. For anyone whose business is based upon trust (and what business isnt) this book is essential reading.

Neil Rackham, author of SPIN Selling

Trust will always be an important part of business (and life!), but Charles Green and Andrea Howe have put this book in your hands at the most important time. Get into this book, absorb the lessons, then live them. Your business might depend on it.

Chris Brogan, president, Human Business Works, coauthor of Trust Agents

There are few who dispute the value of increasing trust. The question always comes down to how? This book offers practical, hands-on advice on how to build trust with others. Its clear the authors have years of experience on the topic. They provide tremendous insight into an increasingly important attribute of the twenty-first century workplace.

Ross Smith, Director of Test, Microsoft Office Lync

Charles and Andrea have dramatically changed the way consultants in my unit think about relationships. They have introduced a new vocabulary, mental models, and behaviors. I am confident that their Trusted Advisor Fieldbook will further accelerate the growth of our talent with this easy to use and comprehensive set of tools, models, and exercises. I know I too will be referencing the Fieldbook on a regular basis to reflect and hone my consulting skills.

Leif Ulstrup, CSC, President, Federal Consulting Practice

Charles Green has spent much of his business career applying his considerable intellect to the science and discipline of trust. This understanding is combined with practical methods in The Trusted Advisor Fieldbook. These ideas and techniques have transformed the way I and our company approach prospects, clients, and work.

Michael Colacino, President, Studley

Charles and Andrea cut to the chase on trustthe one thing you cant lead without. They have provided us with a hands-on, state-of-the-art look at building trust, which is the essential component for becoming valued leaders to our teams and true business partners with our clients.

Gary S. Jones, Chief Human Resources Officer, Grizzard Communications Group

This book is printed on acid-free paper.

Copyright 2012 by Charles H. Green and Andrea P. Howe. All rights reserved.

Published by John Wiley & Sons, Inc., Hoboken, New Jersey. Published simultaneously in Canada.

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Library of Congress Cataloging-in-Publication Data:

Green, Charles H., 1950
The trusted advisor fieldbook : a comprehensive toolkit for leading with trust / Charles H. Green and Andrea P. Howe.
p. cm.
Includes index.
ISBN 978-1-118-08564-6 (pbk.); ISBN 978-1-118-16366-5 (ebk);
978-1-118-16365-8 (ebk); ISBN 978-1-118-16364-1 (ebk)
1. Business ethics. 2. Trust. 3. LeadershipPsychological aspects.
4. Interpersonal Relations. I. Howe, Andrea P. II. Title.
HF5387.G719 2011
658.4092dc23
2011028239

To our wonderful significant others, Judy and Alan, without whom the book could not have been written.

Acknowledgements

This book clearly draws on The Trusted Advisor , which I (Charlie) coauthored with David Maister and Rob Galford. David was also greatly helpful in providing guidance early on.

We were helped immensely by a remarkable team of Trusted Revisors: Barry Edwards, Chris Brown, Ellen Lohsen, Gary Jones, Julian Powe, Linda OConnor, Marisa Sanchez, Matt Swayhoover, Rich Sternhell, Sandy Styer, Scott Parker, Shawn Westfall, and Stewart Hirsch. The book also benefited editorially from the good people at John Wiley & Sons.

Our gratitude goes to those who contributed the stories and insights that make the pages come to life: Andy Lechter, Anthony Iannarino, Ava J. Abramowitz, Bill Green, Cary Paul, Cate Gregory, Chip Grizzard, Craig Leach, Gary Celli, Greg Pellegrino, Hazel Thompson, Ian Brodie, Jane Malin, Jim McCurry, John Edwards, L. J. Rittenhouse, Larry Friedman, Loreen Babcock, Lynn P., Mahan Khalsa, Neil Rackham, Pat Pannone, Paulo Novaes, Robert Porter Lynch, Ross Smith, Russell Feingold, Sally Foley Lewis, Sarah Agan, Shawn Westfall, and Sriram.

Special thanks to our Book Angel, Shaula Evans, and to Sandy, a.k.a. Attila the Honey, along with Kristin Abele and Tracey DelCamp for their unparalleled organization and encouragement, Justin Evans and the good people at Stress Limit Design for their dedication, Ian Welsh for his unsolicited generosity in a time of need, Patty Orsini for early thought development help, and Erik Hansen for his partnership in book promotion.

With appreciation to Andreas stepfather, Tom Wolf, for the many hours spent at the kitchen table working on English papers; and to Charlies dad, Thomas Green, who infected Charlie and others with curiosity.

Above all, thanks to our extraordinary clients, from whom we have learned all that we have managed to pass along.

Introduction

Why a Fieldbook

When my first book The Trusted Advisor was published in 2000, I (Charlie), along with my coauthors David Maister and Rob Galford, had no idea how many lives it would touch. To our delight, it has proven to be a perennial favorite for people in professional services. The Trusted Advisor is routinely recommended to and read by people at the middle manager, prepartner, and partner level in law firms, consulting firms, and accounting firms around the world. Much the same is true for industries like financial services, health care, architecture, and project management. In the decade since the books release, tens of thousands of readers on every continent have gained insight into developing and maintaining trust-based relationships that are prosperous and rewarding. Yet, at the time we wrote it, none of us envisioned the impact the ensuing decade would have on the importance of trust in business and society at large. The case for trust is even more compelling than we had imagined.