December 2007

Client meetings are a great opportunity to build trust with many clients at once. Today’s blog is the second in a four-pack series that focuses on how to build trust with your clients when you morph from Consultant to Facilitator (click here to read the first article in the series, Building Group Trust: The Credible Facilitator). We’re using the components of the Trust Equation as our framework.

First up was Credibility. Today’s topic: Reliability.

Reliability exists in the domain of actions. Reliability occurs when you prove yourself to be dependable and predictable over time.

Here are 10 tips for establishing yourself as a Reliable Facilitator:

1. Whenever possible, interact with the group prior to convening to introduce yourself and begin to demonstrate how you work.

2. Be sensitive to your clients’ cultural norms when designing sessions.

3. Stick to the agenda you’ve created unless you clearly re-contract with the group or group leader to make changes.

4. Create materials (easel charts, handouts, session notes) with a consistent look and feel.

5. Dress appropriately; don’t dress way “over” or “under” your clients.

6. Use the group’s terminology.

7. Check against objectives/expectations at key junctures and ending points.

8. Always return to “Parking Lots” and other similar group records to bring closure to outstanding ideas and actions.

9. Absolutely, positively end your session when promised (unless you have agreed otherwise in advance).

10. Deliver follow-up materials on time.

Clients who experience you as reliable can be heard saying, “I trust her to _______.” As a result, they’ll trust your leadership of the group.

Credibility and reliability are necessary and not sufficient for building trust. Next up: The Connected Facilitator.

Client meetings are a great opportunity to build trust with many clients at once. Today’s blog is the first in a four-pack that focuses on how to build trust with your clients when you morph from Consultant to Facilitator.

We’ll use the components of the Trust Equation as our framework.

First up: Credibility.

Credibility exists in the domain of words. It is created through your credentials, your truthfulness, and how you present yourself.

Here are 10 tips for establishing yourself as a Credible Facilitator:

1. Know your stuff! Stay up-to-date on facilitation tools and techniques.

2. Be accurate and complete with your design and preparation.

3. Prepare your easel charts and other supporting materials well in advance; create an organized and welcoming meeting space.

4. When you are in presenter mode, practice, practice, practice, so your delivery is relaxed.

5. Be familiar with your clients’ terminology and acronyms.

6. Say “I don’t know” when you don’t know.

7. Never lie. Ever. (Click here to read more on the topic of lying.)

8. Remain poised and secure when group members express different opinions.

9. Express your passion for your work and for the group.

10. Be humble; remember the group’s wisdom rules the day.

Clients who experience you as credible can be heard saying, “I trust what he says about xyz.” As a result, they’ll trust your leadership of the group.

All that said, credibility is necessary and not sufficient for building trust. Next up: The Reliable Facilitator.