medium- to long-term relationship perspective, not a short-term transactional focus. Focusing on relationships nurtures transactions, whereas focusing on transactions chokes off relationships.

most powerful step in the trust creation process (and the least practiced) is the listening step. The two most common errors in practice are inadequate listening and jumping too quickly to the final, action step—to commit.

Real trust does not need verification; if you have to verify, it is not trust.

Here are three steps to being more influential: 1. Change the way you think about how people think. 2. Understand an important driver of influence: reciprocity. 3. Do a better job of listening, not a better job of making your case.

It is not enough to be smart and well-researched, or to be right—even when you have the evidence to prove it. You have to earn the right to be right. Others will listen to you and be open to your advice, your point of view, and your perspective once they feel they have been fully heard and understood by you.

You claim you are transparent and yet you … Say things to yourself or to each other that you don’t/won’t say to your clients. Avoid delivering bad news. Cover up or downplay mistakes so as not to make others uneasy.

(Geoff Colvin’s Talent is Overrated is a good read

Fundamentally, you earn the right to be right by listening first. The act of listening itself creates relationship and trust.

Reliability is rooted in consistency, predictability, and a feeling of familiarity. Reliability brings with it a certainty that people know they won’t be surprised by you—they get what they expect from you. Examples of ways to boost your reliability include: State expectations up front and report on them regularly. Make lots of small promises and c