© trusted advisor associates llc, 2009 all rights reserved enabling change: the dynamics of...
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© Trusted Advisor Associates LLC, 2009 all rights reserved
ENABLING CHANGE: The Dynamics of Influence, Collaboration, and Trust
© Trusted Advisor Associates LLC, 2009 all rights reserved
© 2009-2010 Trusted Advisor Associates LLC. All rights reserved.
2SOA e-Government Conference, May 2010
Welcomewww.trustedadvisor.com/MITRE
© Trusted Advisor Associates LLC, 2009 all rights reserved
Enabling Change: The Dynamics of Influence, Collaboration, and Trust
© 2009-2010 Trusted Advisor Associates LLC. All rights reserved.
3SOA e-Government Conference, May 2010
Common People ChallengesWHAT’S MOST VEXING FOR YOU?
1.Make a compelling case2.Gain the agreement of diverse
stakeholders3.Navigate organizational politics4.Recover from mistakes5.Move on from disappointment
© Trusted Advisor Associates LLC, 2009 all rights reserved
Enabling Change: The Dynamics of Influence, Collaboration, and Trust
© 2009-2010 Trusted Advisor Associates LLC. All rights reserved.
4SOA e-Government Conference, May 2010
Goals for TodayAT THE END OF THIS PRESENTATION YOU WILL:
1.Know the four essential elements of trustworthiness
2.Understand the “secret weapon” of influence
3.Appreciate the paradox of trust and be able to put it to work
© Trusted Advisor Associates LLC, 2009 all rights reserved
Enabling Change: The Dynamics of Influence, Collaboration, and Trust
© 2009-2010 Trusted Advisor Associates LLC. All rights reserved.
5SOA e-Government Conference, May 2010
Building Blocks
© Trusted Advisor Associates LLC, 2009 all rights reserved
Enabling Change: The Dynamics of Influence, Collaboration, and Trust
© 2009-2010 Trusted Advisor Associates LLC. All rights reserved.
6SOA e-Government Conference, May 2010
The Trust EquationWHAT DO YOU LEAD WITH?
C + R + I S
T trustworthinessC credibilityR reliabilityI intimacyS self-orientation
T =
© Trusted Advisor Associates LLC, 2009 all rights reserved
Enabling Change: The Dynamics of Influence, Collaboration, and Trust
© 2009-2010 Trusted Advisor Associates LLC. All rights reserved.
7SOA e-Government Conference, May 2010
How We Think People ThinkIT’S A QUESTION OF FOCUS
FactsFacts LogicLogic Truth
Truth
© Trusted Advisor Associates LLC, 2009 all rights reserved
Enabling Change: The Dynamics of Influence, Collaboration, and Trust
© 2009-2010 Trusted Advisor Associates LLC. All rights reserved.
8SOA e-Government Conference, May 2010
Cialdini on InfluenceTHE PSYCHOLOGY OF PERSUASION
The number one factor of influence is reciprocity … and after that:
• Authority• Consensus• Consistency• Scarcity• Liking
© Trusted Advisor Associates LLC, 2009 all rights reserved
Enabling Change: The Dynamics of Influence, Collaboration, and Trust
© 2009-2010 Trusted Advisor Associates LLC. All rights reserved.
9SOA e-Government Conference, May 2010
Gottman on Long-Term PartnershipTHE IMPORTANCE OF EMPATHY
“Understanding must precede advice.”
“You have to let your partner know that you fully understand and empathize … before you suggest a solution.”
© Trusted Advisor Associates LLC, 2009 all rights reserved
Enabling Change: The Dynamics of Influence, Collaboration, and Trust
© 2009-2010 Trusted Advisor Associates LLC. All rights reserved.
10SOA e-Government Conference, May 2010
What Empathy Sounds Like
“That’s a tough
spot to be in.”
“Sounds like we haven’t
done a good job making our case.”
“I’m very sorry to hear that. I’m
sure that’s frustrating, to say the least.”
“I don’t see value in that.”
“We’re just not sure which way to go.”
“I’m disappointed by your team’s results.”
© Trusted Advisor Associates LLC, 2009 all rights reserved
Enabling Change: The Dynamics of Influence, Collaboration, and Trust
© 2009-2010 Trusted Advisor Associates LLC. All rights reserved.
11SOA e-Government Conference, May 2010
Thomas Friedman on Listening
“People often ask me how I, an American Jew, have been able to operate in the Arab/Muslim world for 20 years, and my answer to them is always the same. The secret is to be a good listener …”“ … It's not just what you hear by listening that is important. It is what you say by listening that is important...”
“ … Never underestimate how much people just want to feel that they have been heard; once you have given them that chance, they will hear you.”
© Trusted Advisor Associates LLC, 2009 all rights reserved
Enabling Change: The Dynamics of Influence, Collaboration, and Trust
© 2009-2010 Trusted Advisor Associates LLC. All rights reserved.
12SOA e-Government Conference, May 2010
Trust as a Two-Way Street
What role do you play?
© Trusted Advisor Associates LLC, 2009 all rights reserved
© 2009-2010 Trusted Advisor Associates LLC. All rights reserved.
13SOA e-Government Conference, May 2010
Key Takeaways
© Trusted Advisor Associates LLC, 2009 all rights reserved
© 2009-2010 Trusted Advisor Associates LLC. All rights reserved.
14SOA e-Government Conference, May 2010
WITH OUR COMPLIMENTS
The Goodie Bag
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