YAP – Relationship Building with Internal and

External Clients

Presented by Jennifer Lang

Jennifer Lang Chief Actuary NAB Wealth www.actuarialeye.com

Young Actuaries

Program

The Trusted Advisor

Relationship Building with Internal

and External Clients

4

Trusted Advisor Model

The Trusted Advisor, by Maister,

Green & Galford

Subject Matter or Process Expert

Subject Matter Expert plus affiliated Field

Valuable Resource

Trusted Advisor

Depth of Personal Relationship

Bre

adth

of B

usin

ess

Issues

TRUSTED ADVISOR – JENNIFER LANG

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Trusted Advisor Model

The Trusted Advisor, by Maister,

Green & Galford

Service Offering Based

Needs Based

Relationship Based

Trust Based

Depth of Personal Relationship

Bre

adth

of B

usin

ess

Issues

TRUSTED ADVISOR – JENNIFER LANG

TRUSTED ADVISOR – JENNIFER LANG

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This model was developed from David Maister’s book by my colleague

Darren Robinson

How do we become Trusted Advisors?

Data Customer

Focus

Credible Relationships

TRUSTED ADVISOR TO THE BUSINESS

Skills and

Knowledge Tools Inform Advise

Reliable

TRUSTED ADVISOR – JENNIFER LANG 7

• Earning Trust

• Giving Advice effectively

• Building relationships

We’ve got the tools to be credible. How do we become a trusted advisor?

Each of these areas is a key area to

becoming a trusted advisor

TRUSTED ADVISOR JENNIFER LANG

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• Trust Grows, rather than just appears

• Is both rational and emotional

• Presumes a two-way relationship

• Is intrinsically about perceived risk

• Is different for the advisee than it is for the advisor

• Is personal

Earning Trust

TRUSTED ADVISOR JENNIFER LANG

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• Understand the recipient’s perspective

• A chat with Mum or Dad – advice, not condescension or lecturing

• Finding the right words – explain not lecture

• A teacher’s skills

• Understanding the hidden motivations

• Customise to the person

Giving Advice Effectively

TRUSTED ADVISOR JENNIFER LANG

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• Go First

• Illustrate, don’t tell

• Listen for what’s different, not for what’s familiar

• Be sure your advice is being sought

• Earn the right to offer advice

• Keep asking (and listening!)

• Say what you mean

• When you need help, ask for it

• Show an interest in the person

• Show Appreciation

Building Relationships

Thank you

Jennifer Lang (www.actuarialeye.com) Chief Actuary NAB Wealth The contents of this presentation are entirely my own views, and do not reflect those of my employer, past or present. I have used substantial content from the book The Trusted Advisor, by Maister, Green and Galford.

TRUSTED ADVISOR JENNIFER LANG