What my car leak taught me about trust

Andrea Howe
Category : Weekly tips July 27, 2015

This post is part of our Weekly Tips series.

It seems I’m destined to have car trouble, and to therefore develop close relationships with auto service people. Years ago, a mechanic screwed up in a big way and taught me a valuable lesson about how mistakes can build trust. A few weeks ago, a service rep reminded me just how much the medium shapes the message.

A little limelight for the #2 trust-creating step

Andrea Howe
Category : Weekly tips July 20, 2015

This post is part of our Weekly Tips series.

You know that trust doesn’t just happen. It gets created person-to-person, and usually through conversations. The trust creation process, which was first shared by my co-author Charlie Green in his book The Trusted Advisor, is a five-step model describing how it works: engage, listen, frame, envision, and commit (“ELFEC” for short).

Why (and how to) make friends with a mistake

Andrea Howe
Category : Weekly tips July 13, 2015

This post is part of our Weekly Tips series.

In 2013 my colleague and friend Jake Breeden published his first book—equal parts exciting and nerve-wracking, I’m sure, as it is for most authors. He sent a mass email to his subscriber list announcing the book’s long-awaited release.

The one lesson we can all learn from great facilitators

Andrea Howe
Category : Weekly tips July 6, 2015

This post is part of our Weekly Tips series.

I spend a lot of Weekly Tips real estate focused on one-on-one interactions with people—trust is personal, after all. Even when it does make sense to say a group or an organization is credible or careful or focused on your interests, the reference is usually to the people in it.


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