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The Trusted Advisor

David H. Maister, Charles H. Green, Robert M. Galford

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Bestselling author David Maister teams up with Charles H. Green and Robert M. Galford to bring us the essential tool for all consultants, negotiators, and advisors.

In today´s fast-paced networked economy, professionals must work harder than ever to maintain and improve their business skills and knowledge. But technical mastery of one´s discipline is not enough, assert world-renowned professional advisors David H. Maister, Charles H. Green, and Robert M. Galford. The key to professional success, they argue, is the ability to earn the trust and confidence of clients. To demonstrate the paramount importance of trust, the authors use anecdotes, experiences, and examples -- successes and mistakes, their own and others´ -- to great effect. The result is an immensely readable book that will be welcomed by the inexperienced advisor and the most seasoned expert alike.

David H. Maister, one of the world's leading authorities on the management of professional service firms, is the author of several successful books, including
Managing the Professional Service Firm, True Professionalism, and
Practice What You Preach, and coauthor of
The Trusted Advisor.

Charles H. Green is an executive educator and business strategy consultant to the professional services industry. Charlie has taught in executive education programs for the Kellogg Graduate School of Management at Northwestern University, and for Columbia University Graduate School of Business, as well as independently through his firm, Trusted Advisor Associates. His current work centers on the nature of trust-based relationships within organizations, and on the management of professional service firms. Green is a graduate of Columbia and  Harvard Business School. He spent the first twenty years of his career with The MAC Group and its successor, Gemini Consulting, where his roles included strategy consulting (in Europe and the United States), VP Strategic Planning, and a variety of other firm leadership roles. He is the author of numerous papers, with articles published in the
Harvard Business Review and
Management Horizons. He is president of Trusted Advisor Associates, which he founded with Rob Galford. He resides in Morristown, New Jersey.

Robert M. Galford is currently a Managing Partner of the Center for Executive Development in Cambridge, Massachusetts, and was formerly the executive vice president and chief people officer of Digitas, Inc., a leading Internet professional services firm with over 1,400 employees. He taught for many years on executive programs at the Columbia Graduate School of Business and the Kellogg Graduate School of Management at Northwestern University, in addition to consulting to professional services firms, technology companies, and financial institutions. Rob has lived and worked in both Western Europe and North America as a vice president of The MAC Group and its successor firm, Gemini Consulting. He has practiced law with the international firm of Curtis, Mallet-Prevost, Colt & Mosle in New York and Washington, and has also worked in investment management for Citicorp. Rob's writing and commentaries on management have been published in the
Boston Globe and he is a three-time contributor to the
Harvard Business Review. He currently sits on the boards of directors of Forrester Research, Inc., and Access Data Corporation. He also hosts the business video
Talk About Change! with the popular cartoon character Dilbert.



Einband Taschenbuch
Seitenzahl 256
Erscheinungsdatum 01.10.2001
Sprache Englisch
ISBN 978-0-7432-1234-2
Verlag Simon + Schuster
Maße (L/B/H) 21,1/13,6/2,2 cm
Gewicht 212 g
Verkaufsrang 4426


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  • Contents


    How to Use This Book

    Part One: Perspectives on Trust

    1. A Sneak Preview

      What would be the benefits if your clients trusted you more?

      What are the primary characteristics of a trusted advisor?
    2. What Is a Trusted Advisor?

      What do great trusted advisors all seem to do?
    3. Earning Trust

      What are the dynamics of trusting and being trusted?
    4. How to Give Advice

      How do you ensure your advice is listened to?
    5. The Rules of Romance: Relationship Building

      What are the principles of building strong relationships?
    6. The Importance of Mindsets

      What attitudes must you have to be effective?
    7. Sincerity or Technique?

      Do you really have to care for those you advise?

    Part Two: The Structure of Trust Building

    1. The Trust Equation

      What are the four key components that determine the extent of trust?
    2. The Development of Trust

      What are the five stages of trust-building?
    3. Engagement

      How do you get clients to initiate discussions with you?
    4. The Art of Listening

      How can you improve your listening skills?
    5. Framing the Issue

      How can you help clients look at their issues in a fresh way?
    6. Envisioning an Alternate Reality

      How can you help clients clarify what they´re really after?
    7. Commitment

      How do you ensure clients are willing to do what it takes to solve their problems?

    Part Three: Putting Trust to Work

    1. What´s So Hard About All This?

      Why are truly trust-based relationships so scarce?
    2. Differing Client Types

      How do you deal with clients of differing types?
    3. The Lieutenant Columbo Approach

      What can we learn from an unorthodox winner?
    4. The Role of Trust in Getting Hired

      How do you create trust at the outset of a relationship?
    5. Building Trust on the Current Assignment

      How can you conduct your assignment in a way that adds to trust?
    6. Re-earning Trust Away from the Current Assignment

      How can you build trust when you´re not working on an assignment?
    7. The Case of Cross-Selling

      Why is cross-selling so hard, and what can be done about it?
    8. The Quick-Impact List to Gain Trust

      What are the key things you should do first?

    Appendix: A Compilation of Our Lists

    A comprehensive summary and list of concepts, insights, tips, and tactics.


    Notes and References


    About the Authors