Building group trust: the credible facilitator

Andrea Howe
Category : Client relationships, Trusted advisorship December 19, 2007

Client meetings are a great opportunity to build trust with many clients at once. Today’s blog is the first in a four-pack that focuses on how to build trust with your clients when you morph from Consultant to Facilitator.

We’ll use the components of the Trust Equation as our framework.

trust diagram

First up: Credibility.

Credibility exists in the domain of words. It is created through your credentials, your truthfulness, and how you present yourself.

Here are 10 tips for establishing yourself as a Credible Facilitator:

1. Know your stuff! Stay up-to-date on facilitation tools and techniques.

2. Be accurate and complete with your design and preparation.

3. Prepare your easel charts and other supporting materials well in advance; create an organized and welcoming meeting space.

4. When you are in presenter mode, practice, practice, practice, so your delivery is relaxed.

5. Be familiar with your clients’ terminology and acronyms.

6. Say “I don’t know” when you don’t know.

7. Never lie. Ever. (Click here to read more on the topic of lying.)

8. Remain poised and secure when group members express different opinions.

9. Express your passion for your work and for the group.

10. Be humble; remember the group’s wisdom rules the day.

Clients who experience you as credible can be heard saying, “I trust what he says about xyz.” As a result, they’ll trust your leadership of the group.

All that said, credibility is necessary and not sufficient for building trust. Next up: The Reliable Facilitator.

Originally published by BossaNova Consulting Group, Inc.
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Andrea Howe

Andrea Howe

As the founder of The Get Real Project, I am the steward of our vision and our service offerings, as well as a workshop leader and keynote speaker. Above all else, I am an entrepreneur on a mission: to kick conventional business wisdom to the curb and transform how people work together as a result. I am also the co-author, with Charles H. Green, of The Trusted Advisor Fieldbook (Wiley, 2012).

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