the trusted advisor
TRANSCRIPT
The Trusted Advisor
Introduction Trusted Advisor Roles Trusted Advisor Personal Profile Trust Creation Process Trust Building Tools Trust Equation Trust Principles Trust (Re) Generation Conclusion
Agenda
80s RecruiterHigh Sales
Profile
Trusted Advisor Introduction
Recruitment evolution
Trusted Advisor Roles
RecruiterEncourager Confront
er
Listener
Strategiser
Reporter
Facilitator
Advisor
Source: Angus Strachan Organisational Psychology Division of California Psychological Association
Trusted Advisor Personal Profile
Recruiter Positive
Knowledgeable
Pragmatic
Empathetic
Trusting
Genuine
Skilled
ExperiencedQuality
Driven
Trust Creation Process
Engage Listen Frame CommitEnvision
1. Engage the client in an open discussion about key issues
2. Listen to what is important – offer solutions
3. Frame the root issue – the NOW
4. Envision the FUTURE – win win
5. Commit – next STEPS Source: Charles H Green – Trusted Advisor Associates
Trust Creation Process Example Engage - How much of an issue is contractor retention for you/your company?
Listen - Tell me more. What’s behind that?
Frame - It sounds like you may have a case of poor contractor management by the agencies you use.
Envision - What will your contractor workforce look like in 2 years time if we can improve this?
Commit - What if we were to introduce quarterly contractor performance benchmarking and feedback from next week? This process is known to improve contractor productivity and satisfaction; reducing retention and improving your return on contractor investment.
Market Information / Knowledge Company Information - know the USPs and key facts Terms and Conditions / Service Level Agreements Consultative Questions and Terminology Case Studies and References Example Profiles or CVs Return on investment case examples
Trust Building Tools
Trust Credibility (+) Reliability (+) Intimacy (+) Self-Orientation (-)
Trust Equation
T = C + R + I S
Trust is bilateral – one trusts the other is the trusted Credibility – the words we speak, the evidence we use (+) Reliability – delivery of results on time (+) Intimacy – safety/security felt when trusting someone (+) Self-Orientation – the focus of the person in question (-)
Trust Equation cont…/
Meanings are personal not corporate. People trust people not companies. Credibility and reliability are more company-driven. Intimacy and Orientation are people-driven. Good recruiters score highly in credibility, reliability, Intimacy and lower in self-orientation.
Trust Equation - Personal vs Corporate
Trust Principles
Focus
Transparency
Collaborate
Long term
1. Focus on client contact.
2. Collaborative approach to relationships.
3. Long term perspective.
4. Transparency in approach, methods, pricing
Treat each project or vacancy with extreme focus and care Propose new solutions and approaches Remain objective
highlight downsides of candidates ‘pull’ candidates from process is concerned
Focus on developing new and existing personal and professional relationships
Trust (Re) Generation
Develop genuine ways to build trust Work in a consultative way with your clients and
candidates Build relationships that develop with time Continually regenerate trust in relationships
Conclusion
Questions & Answers