The Trusted Advisor

Book Review

By Ray Brillinger, CMC

IBM Business Consulting Services
Tel: 905 316-8733
raybrill@ca.ibm.com

Book Title: The Trusted Advisor
Authors: David Maister, Charles Green and Robert Galford
Publication Information: 240 pages, Touchstone (2001), ISBN 0-7432-1234-7 Hardcover version, Free Press (2000), ISBN 0-7432-0414-X

Earning trust is essential to being able to advise and deliver value to clients, so that they call on you early and often, respect you, involve you in complex issues, act on your recommendations, and refer their friends and colleagues to you. This invaluable book offers help in building this kind of trust relationship, and detailed guidance on key capabilities like listening, demonstrating understanding, defining problems, managing expectations and setting appropriate levels of intimacy, fun and self-expression in the process.

The authors outline a clear, five-step process for developing trust:

Engage, in order to focus attention and set the tone
Listen: earn the right to define the problem and solution
Frame the issues to move forward with clarity
Envision objectives and alternate realities
Form commitment to problem resolution and action.

Readers will find tremendous insight into trust. It is personal; both rational and emotional; a two-way relationship, but different for the client and the advisor; risky; and growthful. Throughout, the book provides pointers on dealing with one's own motives, anxieties, fears, and uncertainties.

This is a veritable bank vault full of wisdom aimed at consultants, lawyers, engineers and corporate staff, of great relevance to HR professionals. It will strike home with readers who appreciate the challenge of expanding their work relationships and value contributed in an advisory role. The book contains numerous examples and anecdotes, is written in non-technical language, and offers frequent lists of steps, considerations and do's and don'ts.

Readers who struggle with the difficulties of client politics and feel the stress of the working relationship and interaction with key clients will appreciate the messages here. The authors help in dealing with clients who are tough, such as those who say, "You don't understand our business" or "You're the expert; just tell us what to do."

The Trusted Advisor addresses a mindset, orientation and discipline - not a set of techniques or methods. It will help you reinforce your strengths, confront shortcomings and reinvent yourself in the advisory role.

This book review originally appeared in the GTA Chapter's Spring 2003 edition of cNotes.