Trusted
119 Pages
English

You can change the print size of this book

Gain access to the library to view online
Learn more

Trusted

-

Gain access to the library to view online
Learn more
119 Pages
English

You can change the print size of this book

Description

Shortlisted for the Judges’ Choice Award, The Business Book Awards 2017

In a world of increasingly digitised interactions it’s more essential than ever for businesses to connect with their customers and staff on a human level.  

Trusted gives clear strategies to build and maintain deep professional relationships, authentically. The revolutionary T-spot model explores the five essential areas that must be aligned to create professional trust - mindset, communication, interaction, behaviour and professional image - and reveals where the ‘credibility thief’ is damaging that trust and, ultimately, your profits.

Beautifully designed with concepts illustrated visually throughout, Trusted is full of inspirational ideas, top tips and insights drawn from the authors’ work with world-class organisations. It shows leaders how to focus on the skills that impact on the client experience and the company’s ability to deliver outstanding service, resulting in improved profits, employee retention, company growth and competitive advantage.

Welcome


Introduction


The T-Spot Model


Marginal gains


Things to look out for


Starting the journey


SECTION 1 Mindset


Growth mindset


What you can do to move to a growth mindset


How you can inspire your team to have a growth mindset


Emotional intelligence


Brain chemistry


Unconscious bias


Self-reflection


Priming your mind


Managing your mindset


Well-being and employee benefits in the workplace


Overcoming mindset barriers


Mindfulness


Credibility sleuth and credibility thief


SECTION 2 Communication


What is rapport?


Small talk or deeper connection


Hello, my name is…


Body language


Verbal communication


Communication styles


Understanding communication differences


Transactional or tailored?


Case study: Going from good to great after scaling up


Credibility sleuth and credibility thief


SECTION 3 Interaction


The importance of building outstanding client relationships


Visibility: The paradox of technology


Digitisation: Generational differences


Case study: Treading a fine line between digitised and personal interactions


The power of face-to-face


The human moment


Environment


Credibility


Case study: Building trust through quality interactions


Credibility statement


Client intelligence


Networking


Case study: Getting on the radar


Credibility sleuth and credibility thief


SECTION 4 Behaviour


Managing behaviour


Case study: Managing behaviour in the moment


Managing negative behaviour


Setting behaviour expectations


Creating an internal culture with a client-centric service vision


Positive behaviours


Non-negotiable standards


Case study: Keeping a family culture while expanding the business


Doing the right thing


Case study: PRIDE in their legendary service


Substantiated value


Case study: Client expectations of a global organisation


Case study: Client expectations of a low-cost organisation

Measuring behaviour

Client satisfaction

Rewarding behaviour

Service recovery

Behaviour in communication

Habits detrimental to building relationships

Brand sabotage

Removing barriers

Coffeegate

Credibility sleuth and credibility thief

5 Professional image

What we wear can make us feel more confident

Cycle of success

People judge us by what we wear

Reflecting the culture of your organisation while remaining authentic

Personal style: Blending in or standing out

How much authority you need to display

The type of clients you are meeting

What is appropriate for different situations?

Dress codes

The messages you wish to send out

Environmental considerations

Considering the ‘team look’

Summary: Professional image

Case study: Aligning personal brand with corporate brand 

Credibility sleuth and credibility thief

Moving forward

Bringing Trusted to your organisation

Acknowledgements

References and research

Recommended further reading

About the authors

Subjects

Informations

Published by
Published 16 November 2017
Reads 0
EAN13 9781910056745
Language English
Document size 2 MB

Legal information: rental price per page 0.0025€. This information is given for information only in accordance with current legislation.

Exrait