“If only they knew what I know, they would agree” Curse of the Expert “If only they knew what I know, they would agree”

ETITO Moderation External Moderation of ETITO ETITO contracts trained moderators for the purposes of conducting “external” moderation of TEO’s delivering and registering ETITO managed unit standards. This includes pre and post-assessment activities. These contracted moderators are approved by IAGs and are referred to as NEMs. Other than this core responsibility the NEM may also contribute as Subject matter experts [SME] in resource development and accreditation where required. Where they are used as SMEs in resource development they do not participate in pre-assessment moderation. ETITO contracts a minimum of two NEMs per industry for this purpose and to ensure that external moderation can be maintained over the course of the year without hindrance due to the unavailability of another.

‘Doctor’ video clip goes here

What would we do differently if we wanted to be seen as a more effective expert?

But first, why would be bother? After all, we know the answers…..

But, hey, what if…. The public are actually the experts!

So if we could accept that, what could we do differently if we wanted to be seen as a more effective expert?

Develop a compelling argument in your group The community has expertise around asset management People are willing to pay more if they understand the why around the assets Our expertise is enhanced if we demonstrate empathy Our expertise is enhanced if we listen more than we talk

Ability to receive information Emotion can reduce the ability to “hear” information by up to 80% 0% 20% 100% Mental noise can reduce the ability to process communication Good communication Vince Covello

Trust factors- low concern situations Competence & Expertise 85% Others 15% Vince Covello

Commitment & dedication Trust factors- high concern situations Assessed in the first 30 seconds! Caring & empathy Competence & experience Honesty & openness Commitment & dedication Vince Covello

Empathy??

and be a better expert! John Dengate Director, Twyfords john@twyfords.com.au