1. © Trusted Advisor Associates LLC, 2009 all rights reserved ENABLING CHANGE: The Dynamics of Influence, Collaboration, and Trust

2. © Trusted Advisor Associates LLC, 2009 all rights reserved © 2009-2010 Trusted Advisor Associates LLC. All rights reserved. 2 SOA e-Government Conference, May 2010 Welcome www.trustedadvisor.com/MITRE

3. © Trusted Advisor Associates LLC, 2009 all rights reserved Enabling Change: The Dynamics of Influence, Collaboration, and Trust © 2009-2010 Trusted Advisor Associates LLC. All rights reserved. 3 SOA e-Government Conference, May 2010 Common People Challenges WHAT’S MOST VEXING FOR YOU? 1. Make a compelling case 2. Gain the agreement of diverse stakeholders 3. Navigate organizational politics 4. Recover from mistakes 5. Move on from disappointment

4. © Trusted Advisor Associates LLC, 2009 all rights reserved Enabling Change: The Dynamics of Influence, Collaboration, and Trust © 2009-2010 Trusted Advisor Associates LLC. All rights reserved. 4 SOA e-Government Conference, May 2010 Goals for Today AT THE END OF THIS PRESENTATION YOU WILL: 1. Know the four essential elements of trustworthiness 2. Understand the “secret weapon” of influence 3. Appreciate the paradox of trust and be able to put it to work

5. © Trusted Advisor Associates LLC, 2009 all rights reserved Enabling Change: The Dynamics of Influence, Collaboration, and Trust © 2009-2010 Trusted Advisor Associates LLC. All rights reserved. 5 SOA e-Government Conference, May 2010 Building Blocks

6. © Trusted Advisor Associates LLC, 2009 all rights reserved Enabling Change: The Dynamics of Influence, Collaboration, and Trust © 2009-2010 Trusted Advisor Associates LLC. All rights reserved. 6 SOA e-Government Conference, May 2010 The Trust Equation WHAT DO YOU LEAD WITH? C + R + I SC + R + I S C + R + I SC + R + I S T trustworthiness C credibility R reliability I intimacy S self-orientation T trustworthiness C credibility R reliability I intimacy S self-orientation T =

7. © Trusted Advisor Associates LLC, 2009 all rights reserved Enabling Change: The Dynamics of Influence, Collaboration, and Trust © 2009-2010 Trusted Advisor Associates LLC. All rights reserved. 7 SOA e-Government Conference, May 2010 How We Think People Think IT’S A QUESTION OF FOCUS Facts Logic Truth

8. © Trusted Advisor Associates LLC, 2009 all rights reserved Enabling Change: The Dynamics of Influence, Collaboration, and Trust © 2009-2010 Trusted Advisor Associates LLC. All rights reserved. 8 SOA e-Government Conference, May 2010 Cialdini on Influence THE PSYCHOLOGY OF PERSUASION The number one factor of influence is reciprocity … and after that: Authority Consensus Consistency Scarcity Liking

9. © Trusted Advisor Associates LLC, 2009 all rights reserved Enabling Change: The Dynamics of Influence, Collaboration, and Trust © 2009-2010 Trusted Advisor Associates LLC. All rights reserved. 9 SOA e-Government Conference, May 2010 Gottman on Long-Term Partnership THE IMPORTANCE OF EMPATHY “Understanding must precede advice.” “You have to let your partner know that you fully understand and empathize … before you suggest a solution.”

10. © Trusted Advisor Associates LLC, 2009 all rights reserved Enabling Change: The Dynamics of Influence, Collaboration, and Trust © 2009-2010 Trusted Advisor Associates LLC. All rights reserved. 10 SOA e-Government Conference, May 2010 What Empathy Sounds Like “That’s a tough spot to be in.” “Sounds like we haven’t done a good job making our case.” “I’m very sorry to hear that. I’m sure that’s frustrating, to say the least.” “I don’t see value in that.” “We’re just not sure which way to go.” “I’m disappointed by your team’s results.”

11. © Trusted Advisor Associates LLC, 2009 all rights reserved Enabling Change: The Dynamics of Influence, Collaboration, and Trust © 2009-2010 Trusted Advisor Associates LLC. All rights reserved. 11 SOA e-Government Conference, May 2010 Thomas Friedman on Listening “People often ask me how I, an American Jew, have been able to operate in the Arab/Muslim world for 20 years, and my answer to them is always the same. The secret is to be a good listener …” “ … It's not just what you hear by listening that is important. It is what you say by listening that is important...” “ … Never underestimate how much people just want to feel that they have been heard; once you have given them that chance, they will hear you.”

12. © Trusted Advisor Associates LLC, 2009 all rights reserved Enabling Change: The Dynamics of Influence, Collaboration, and Trust © 2009-2010 Trusted Advisor Associates LLC. All rights reserved. 12 SOA e-Government Conference, May 2010 Trust as a Two-Way Street What role do you play?

13. © Trusted Advisor Associates LLC, 2009 all rights reserved © 2009-2010 Trusted Advisor Associates LLC. All rights reserved. 13 SOA e-Government Conference, May 2010 Key Takeaways

14. © Trusted Advisor Associates LLC, 2009 all rights reserved © 2009-2010 Trusted Advisor Associates LLC. All rights reserved. 14 SOA e-Government Conference, May 2010 WITH OUR COMPLIMENTS The Goodie Bag www.trustedadvisor.com/MITRE TrustMatters Blog Your Trust Quotient Trust Services ahowe@trustedadvisor.com