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The Trusted Advisor by David H. Maister, Charles H. Green, Robert M. Galford |
This book by David Maister is centered around the concept of earning trust and confidence of clients. It is based on academic research of David Maister during and after his stay at Harvard University.
He has studied consultancy in many different industries, from accountancy, legal to financial industries.I will give a short review of this book with the key points, and some remarkable quotes and examples. Contains a lot of checklists. Highly recommended book!
The book consists of three parts:
Some key elements of this book are:
The more clients trust you, the more they will:
This is the more formal part of the book
This equation shows how the different elements of trust interrelate.
On Self-orientation:
Worth to look at:
The Back of the Napkin is a great book on Visual Thinking. It is written by Dan Roam.
Watching this video of his presentation at Google, you will learn how to use this method to solve many different business problems.
I highly recomment reading his book if you want to get a real understanding of Visual Thinking!
Some highlights of this show:
More resources on Visual Thinking:
I have used visual techniques in several workshops that I have facilitated; I now intend to extend my workshop tools by using these ‘Back of the Napkin’ techniques!
This is perhaps the best book on innovation!
Examples of disruptive IT innovation are (IMO):
I can much better understand these disruptive innovations after having read this book!
From Newspapers Beware: Blogs are A Disruptive Technology - some key factors are:
At the website of the authors Clayton Christensen and Michael Raynor you can find some ready to use ideas and templates to shape new disruptive innovation ideas:
1. A Template for Shaping Disruptive Ideas :
2. A Game Plan for Would-Be Disruptors : How to Turn the Innovator’s Dilemma into the Innovator’s Solution
More information on innovation at:
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Amazon reviews at: http://tinyurl.com/5a83db. Author: Roger Schwarz.
This book will really help me to become a better facilitator of groups. It contains a complete Systems-thinking based approach to facilitation.
Core statement: ‘The facilitator’s main task is to help the group increase effectiveness by improving its process and structure’.
It complements some of the ideas of Manager-Tools in a great way! There are some similar ideas; e.g. on WWWTALA sessions; dealing with emotions; setting the Agenda of meeting etc.
Of particular interest is the model for Interventions in groups.
It is highly recommended reading! You can find more at the site of Roger Schwarz; a summary statement from this website:
Whether you are working with another person, a group or team, or an organization, The Skilled Facilitator approach will help you create the following outcomes:
To achieve these outcomes, the Skilled Facilitator approach has a number of key features:
Has anybody read this book? Or other books on group facilitation? Please feel free to comment / contribute to this post!
Bottom line: ‘The Skilled Facilitator’ is a great book on group facilitation!
More on Facilitation at this blog!
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Mark Horstman on: ‘The Meeting Introduction’:
‘If you’re leading a meeting where a team is being formed, or a project group is meeting for the first time, I recommend you use this tool to start off well. In fact, it is so effective, it is my all-time favorite manager tool.
I’ve been leading meetings as a manager, leader and now consultant and facilitator for 20+ years. I’ve seen hundreds of ways to do this, and used many of them myself.This tool is by far the simplest to understand and the easiest to remember for everyone. (…)’
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Recently I have used this ‘Manager Tool’ for the first time. This was in a professional setting, with some 18 participants. Some of them were new to the group.
I received some very positive feedback on this ‘Meeting Introduction’; so I can really recommend it. Some tips:
This is a members only podcast (so you have to register; costs $15/month):
http://www.manager-tools.com/2005/12/december-2005-member-only-podcast/
Have fun!
What is your best idea of introducing people in a large meeting?
…. the internet as Web 2.0 is displacing Microsoft Windows as the dominant software development platform,
…. the competitive edge comes from aggregating the collective intelligence of everyone who uses the platform….. ‘
‘Web 2.0 is a transformative force that’s propelling companies across all industries
towards a new way of doing business characterized by harnessing collective intelligence, ….
from: http://radar.oreilly.com/web2/
Wikipedia’s definition of Web 2.0
The two other sites that I like best to keep me current on Web 2.0 developments are:
Some of the Web 2.0 platforms that I am using:
Social Software:
Blog related:
Content oriented sites:
Bookmarking:
My posts on Web 2.0:
Definition:
IT market and trends:
Platforms:
Vertical platforms:
Social networking and Blogging; privacy:
Technology:
Blogging:
Great sites where you can learn more about Web 2.0:
Forrester research on Social Networking in the Enterprise:
On Web 2.0:
‘ The Impact of Web 2.0 and Emerging Social Network Models’:
Great video on Web 2.0 (Davos Annual Meeting 2007)
‘The rapid rise of online social networks is both a social and business phenomenon, the impact of which is only beginning to be understood. The consumer-powered Web 2.0 creates innovative ways for businesses to operate and people to communicate.
Related information:
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What are your favorite books on Social Media (Web 2.0)? My favorites are:
- Web 2.0: A Strategy Guide - by Amy Shuen - ‘Business thinking and strategies behind successful Web 2.0 implementations.’
- The Tipping Point by Malcolm Bradwell - ‘… that magic moment when ideas, trends and social behaviours cross a threshold, tip and spead like wildfire…’
More of my ideas on Web 2.0 at: http://jeroendemiranda.wordpress.com
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Answers:
Senior Innovation Manager at Lloyds TSB
Best Answers in: Change Management (1)
This was selected as Best Answer
I am reading Groundswell by Charlene Li and Josh Bernoff. It’s interesting, but to be honest I dare say that it would be impossible to write a futureproof book about Web 2.0 in the Web 2.0 world! Content and views change so often, and behaviours change, and new websites are launched that I suspect that the best sources of information aren’t going to be books but are going to be digital blogs.
Web Manager at Productivity Press
Best Answers in: Business Development (1)… see more, Supply Chain Management (1) see less
Naked Conversations, by Shel Israel and Robert Scoble. It’s a book about corporate blogging.
Messages from Ralph Bernstein (1):
Digital marketing and social media enthusiast
Best Answers in: Internet Marketing (2)… see more, Direct Marketing (1) see less
I’m also reading Groundswell and loving it. Though I will disagree that they are focusing on theories and strategies to adapt to changing technology so it will be relevant for years to come (though the examples may get out dated)
What’s interesting is right before I read the Cluetrain Manifesto, which just hit the 10 year mark. The funny thing is there are so many similarities between the two.
Social Media Coordinator/Strategy, Chicago Tribune
I liked “Wikinomics” by Don Tapscott and Anthony Williams. It talks about the sheer social and economic force of collaborative media.
Owner, Future Consulting Inc
Interesting question. I am traditionalist (is it a real word) Dale Carnegi’s good old book still holds true “How to win friends and keeping them”
Baseer.
Most interesting book on Social Media (Web 2.0) seems to be: Groundswell, by Charlene Li and Josh Bernoff.
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This is summary of some recent blog posts of Dion Hinchcliffe - for faster browsing through his great blog posts on Web 2.0! I have generated this summary using Yahoo Pipes.
Wednesday, 19 March 2008 2:48 P GMT-05
It’s beginning to look like 2008 might be the year of the social aggregator as users begin to employ these emerging new tools to better manage and track their various online relationships, both personal and professional. …..
Social Aggregators Emerge To Manage Digital Lifestyles
It’s beginning to look like 2008 might be the year of the social aggregator as users begin to employ these emerging new tools to better manage and track their various online relationships, both personal and professional. The introduction of these new Web applications, such as Friendfeed , Socialthing! , Spokeo , Second Brain , and Iminta , are making it easy for users to keep track of what their friends are doing online while simultaneously demonstrating that there are compelling alternatives to being…
The Social Graph: Issues and Strategies in 2008
One of the hottest topics in the online world in the last couple of years has been the growth of social networking services such as Facebook and MySpace , as well as the addition of a social element to existing user experiences. Despite riding several waves of hype, it’s now clear that the social networking space will only get hotter in 2008 according to most watchers. Social software has come fully into its own as of 2008 — for all appearances permanently — and understanding the reasons for this…
It’s the first work day of the new year and I thought I’d take some time to offer up my predictions for what will happen on the leading edge of the Internet this year. 2007 saw Web 2.0 — defined here as the pervasive two-way Web used for social media , mashups , user-powered Web applications , and social networking — go far more mainstream than it had in 2006. Web 2.0 poster children like MySpace, Facebook, and YouTube pushed their way into the top 10 Web sites globally and stayed there for…
The Enterprise 2.0 Conference: Web 2.0 Continues Its Move To The Workplace
While some will dispute what mainstream is defined as exactly — with my own personal favorite being when my grandparents and their grandchildren both are doing whatever is under discussion — the rise of consumer-powered media platforms has all the hallmarks of being something that’s not only here to stay, but something that’s increasingly pushing everything else off the stage. Yes, I’m talking about blogs, but also wikis and every other kind of two-way, user controlled participation tool…
This is an easy overview of the Salesroundup.com podcast (the latest 10) - makes it easier to select the one you need:
Sales Coaching - Increase your success by hiring a professional sales coach
Many of the most successful athletes, performers, and business professionals have coaches. But did you know many of the most successful sales professionals have coaches too? A good sales coach can really help sales professionals hone their skills and MAKE MORE MONEY. A personal sales coach can help you identify your strengths, overcome weaknesses and guide [...]
It’s May already and if your company has a calendar year end that means you are already 5 months into the sales year. When was the last time you looked at that sales plan you put together at the beginning of the year? In this episode Joe and Mike talk about why it’s important to [...]
How many times have you been at the end of a quarter and had a deal slip? We have! We tell our sales manager “we didn’t lose the deal we just ran out of TIME”. If we just improve our time management skills just a little, the impact to our bottom line earnings will be incredible. [...]
Sales Territory Management and Planning
Deal or No Deal Part 3 Dealing with Procurement Bullies Don’t leave money on the table Did you ever get the feeling right after you closed a deal that you could have made the deal bigger? And how many times have you run into the bully from procurement when its time to negotiate? In episode three of a [...]
Professional Sales Negotiating Strategies
Deal or No Deal Part 3 Dealing with Procurement Bullies Don’t leave money on the table Did you ever get the feeling right after you closed a deal that you could have made the deal bigger? And how many times have you run into the bully from procurement when its time to negotiate? In episode three of a [...]
Negotiating Strategies for Sales Professionals Part 2
Deal or no Deal Part 2 Win the Negotiation Before It Starts The best chess players are the ones who think several moves ahead and consider every possible countermove their opponent can make. The same is true for professional negotiators! The better you plan for an upcoming negotiation the better your chances of getting the deal and [...]
Negotiating Strategies for Sales Professionals
Deal or no Deal – Negotiating with Yourself, NOT a Good Idea. Part One of a Three Part Series on Negotiating. Do you leverage existing clients to help you close new business? In this episode Joe and Mike discuss how to turna good client into a good reference and how best to utilize references during the Sales [...]
Sales Reference Utilization for Closing the Sales Process
Actually it’s not who you know it’s how you leverage who you know to close a sale! Using references as part of your sales process… Do you leverage existing clients to help you close new business? In this episode Joe and Mike discuss how to turna good client into a good reference and how best [...]
Sales Referral Generation and Referral Utilization
It’s not what you know it’s who you know - getting and using referrals Sometimes the most direct way to get into the door is through someone else. Do you know how to get a referral? Do you know how to leverage a referral to get access? In this episode Joe and Mike discuss how [...]
Sales Networking Through Social Networking Technology- Web 2.0
A New Sales World Order - Social Networking and Web 2.0 Are you leveraging Social Networking to drive more sales? Is your marketing department using Web 2.0 to get you more leads? More and more organizations are utilizing social networking technology to make more money. Shouldn’t you be doing it too? In this episode Joe [...]
Quote from the article: ‘We’ve noticed that many people don’t use some tools that would make their lives online much more effective and efficient. Here’s our list of some tools we’d suggest are essential. Several of these tools will deliver huge value to your workday and take less than 10 minutes to get set up.’
Based on this article, I started using some of them - these are indeed essential tools!
Great tips for users like myself who use wordpress.com (and do not self-host)
Tweeting for companies 101 - very interesting!
Useful tips on how to grow an online community
Number 1 blog on technology
New social phenomenom - barcamps
Let’s have a look at his livestream
Chris Brogan is a long time blogger, started in 1998
Cloud computing seems to be the new ‘hype’ - following SaaS (Software as a Service)
I configured a CSE (Custom Search Engine) on my blog, after reading this post
Some good presentation tips
Wikipedia going mainstream in the academic world
Wike on Twitter
I have tried this, but it did not work out. Any ideas would be helpful!!
Some good tips, will use them
Searching on Twitter
Good tool for making your online surveys
Famous quotes - will use this in future posts
Important technical detail in Twitter usage
I saw the first message on the earthquake in China in the twitter messages of Scobl on twirl
Can use this for management of innovation projects
On the latest trend in Web 2.0
‘Before I wrap this up, there are a few other ‘Tweet like a pro’ ideas:
Now you are ready to tweet like a pro!’
———————————
JetBlue corporate Twitter:
‘@stevebaker Twitter matters because our customers matter. Brevity enforces honesty, and honesty breeds loyalty. The market IS a conversation’
Some great videos of the Web2.0 Expo! ‘Web2Expo: Web 2.0 Expo is a global annual gathering of technical, design, marketing, and business professionals who are building the next generation web.’ (…) Web 2.0 Expo is co-produced by O’Reilly Media and TechWeb.’ Most interesting are: Matt Mullenweg (WordPress.com) Matt Cutts (Google) Jonathan Schwarz (SUN Microsystems) Marc Andreesen (Ning) [...]
How businesses are using Web 2.0: A McKinsey Global Survey
A McKinsey Global Survey http://www.mckinseyquarterly.com/article_page.aspx?L2=16&L3=16&ar=1913&gp=0&pagenum=5 Great article from McKinsey Quarterly (free registration required). Key topics and conclusions: - initiatives start at grassroots level - improves internal communication, in speed and in quality - facilitates communication with customers ‘ (…) A key theme that emerges from the discussions is that many of these technologies start at a [...]
Be a Social Technology Provocateur
Great Harvard Business Review podcast interview with featured Guest: Josh Bernoff, coauthor of Groundswell: Winning in a World Transformed by Social Technologies. Recommendations in this podcast to succeed with Social technologies: 1. start small company procedures are setup to work the ‘normal way’ pick a single objective generate success in a small way 2. get an executive sponsor example of Dell (Michael [...]
Dosh Dosh made a good overview of ways Twitter is used. I find it interesting to see that Twitter is used also for: internal business communication: connecting employees with one another; for customer services - notifying customers of e.g. new products and releases More at: 17 Ways You Can Use Twitter: A Guide for Beginners, Marketers and Business Owners [...]
Excellent and comprehensive overview of Web 2.0 by Ed Yourdon
Excellent and comprehensive overview of Web 2.0 by Ed Yourdon! Covers main technologies, suppliers; and implications for sectors (e.g. Government): slideshow
Healthcare providers that make their quality of services more transparent to patients will improve quality of service in that way! This is a very entertaining presentation of Paul Levy at a Dutch healthcare congress 2008. ‘Paul Levy Paul F. Levy MBA, CEO & President, Beth Israel Deaconess Medical Center “Those hospitals that publish their results will do better” When starting [...]
Most important from David Maister
This is an entry to the most important information David Maister is willing to share with all readers! I post this here for easier access. Presentations: Managing download Clients download Strategy download Careers download ——————————————- Strategy: “The One-Firm Firm” - new free seminar | “Values in Action” - new free seminar | A Case Study In professional Ethics | A Home Fit For Heroes? | Alignment and Accountability [...]
10 Must Have Online Office Apps - ReadWriteWeb Change Management News » Blog Archive » Web 2.0 and Change Management Enterprise 2.0 To Become a $4.6 Billion Industry By 2013 - ReadWriteWeb Facebook … the new email? Google Docs Gets Forms, More Access Like Little By Little Microsoft Popfly Mashups Are Breaking the Mold at Microsoft - New York Times Plaxo going [...]
10 Favorite Books on Business Strategy
‘Your favorite books on Business Strategy are?’ ‘Which are your favorite books on Business Strategy; and what is special about them? My favorites are: - Strategy Maps by Robert Kaplan and David Norton. They show very clearly how to operationalize the mission, vision and strategy of a company. It contains many striking examples. This book also gives you good [...]
Some great videos of the Web2.0 Expo!
‘Web2Expo: Web 2.0 Expo is a global annual gathering of technical, design, marketing, and business professionals who are building the next generation web.’ (…) Web 2.0 Expo is co-produced by O’Reilly Media and TechWeb.’
Most interesting are:
http://www.mckinseyquarterly.com/article_page.aspx?L2=16&L3=16&ar=1913&gp=0&pagenum=5
Great article from McKinsey Quarterly (free registration required).
Key topics and conclusions:
- initiatives start at grassroots level
- improves internal communication, in speed and in quality
- facilitates communication with customers
‘ (…) A key theme that emerges from the discussions is that many of these technologies start at a company’s grassroots level.
Because many of these tools are easy to implement, small groups of interested individuals can launch informal pilots to test their viability. “We have been very customer driven and quite ad hoc,” one executive explains. “As we grow we are formalizing the process, but it is still driven by inspiration [and] passion from key stakeholders.” (…)
“Wikis are adding the greatest value,” one executive says. “Blogs and podcasts are more focused outside the organization, supporting sales and marketing efforts. . . . Technology is just the way of doing business.”
In addition, some note that as collaboration tools spread through the organization, they help break down hierarchical and functional boundaries, since they facilitate passing information up, down, and around: “We use a CRM3 package where I can easily find out what my customers like and dislike and have suggestions from the help desk guy on how to improve our service. The message does not need to flow through layers within our organization to reach me.”
(…) “The most valuable aspects today are providing a means for customers to have a dialogue with us. This provides benefits to both parties. If we get something wrong, our customers let us know very quickly and they expect to know when we are going to address it. This rich dialogue also brings us ideas and suggestions on future product developments, which is extremely valuable.” (…) ‘
Dosh Dosh made a good overview of ways Twitter is used.
I find it interesting to see that Twitter is used also for:
More at: 17 Ways You Can Use Twitter: A Guide for Beginners, Marketers and Business Owners
also interesting is:
Excellent and comprehensive overview of Web 2.0 by Ed Yourdon!
Covers main technologies, suppliers; and implications for sectors (e.g. Government):
Comments on changes by Ed Yourdon
Enjoyed this post? Get more like it by subscribing to this blog: press the ’subscribe now’ button below:
Healthcare providers that make their quality of services more transparent to patients will improve quality of service in that way!
This is a very entertaining presentation of Paul Levy at a Dutch healthcare congress 2008.
Paul F. Levy MBA, CEO & President, Beth Israel Deaconess Medical Center
“Those hospitals that publish their results will do better”
When starting at the BIDMC, Paul Levy was new to the health care sector. He used his experiences from the sewer and electricity sectors in helping the BIDMC back to the top of the Boston health care market. Essential in his strategy is transparency. Transparency in what he does as a CEO but mostly and foremost transparency in the quality the hospital achieves.
He states that transparency is essential to holding ourselves accountable. Because when we know our results are open, will do just a little better. And with the increasing cost, hospitals are more and more pressured to be open, clear and helpful in improving the quality of care. Hospitals are political institutions; they are paid by the public and offer care to the pubic; being in a capitalist or social system. br> During his speech he refers to various urls:
http://runningahospital.blogspot.com
http://bidmc.harvard.edu/default.asp?node_id=8332 (home page results of BIDMC by Harvard)
http://bidmc.harvard.edu/default.asp?node_id=8332 (patients feedback)’
From: http://www.zorginnovatienederland.nl/presentaties.htm
Interview with Paul Levy:
This is an entry to the most important information David Maister is willing to share with all readers!
I post this here for easier access.
Presentations:
Managing
download
Clients
download
Strategy
download
Careers
download
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Strategy:
“The One-Firm Firm” - new free seminar | “Values in Action” - new free seminar | A Case Study In professional Ethics | A Home Fit For Heroes? | Alignment and Accountability | Another reader question | Are Law Firms Manageable? | Are You Being Mentored? | Blawg Review #76 | Blawgworld 2007 | Book Review - JUST ENOUGH ANXIETY | Can the Good Guys Win? | Can You Say No? | Central European and Australian Interviews | Compensation Systems | Corporate Strategy and Personal Profiles | Creating a High-Trust Organization | Creating A New Religion | Disclosing People’s Pay | Do My Ideas Work? |
Does the Network Work? | Does Your Organization Add Any Value? How Do You Know? | Don’t Measure, Judge! | Employer Value Proposition | False Economies | Fat Smoker | Focus and Diversification | Focus and Diversification | Goldman’s Secret | Good to Good | Governement Operations as Professional Service Organizations | Guns for Hire | Happiness is Relative | Help Me With My Strategy Please | How Did You Lose Your Innocence? | How Much Standardization? | How to Keep Your Resolve | How to Pay professional Employees | How We Really Make Decisions | How’s Your Mood? | Immigration and Strategy | Innovating by Standing Still | Innovation in the Practice of Law | Internal Blogs as a Management Tool | Is Stewardship Dead? | Keeping the Kids | Last Podcast Episode on Strategy | Lions, Wolves, Beavers and Humans | Living by the Principles | LLP | Making Mergers Work | Making The Network Work | Managing the Multidimensional Firm | Marines and Mercenaries | Minnow or Whale? | New Business Strategy Podcast Episode: “Practice What You Preach” | New Strategy Podcast Episode: “Strategy Means Saying No” | Non-Financial Currencies | Nothing New Under the Sun | Number of RSS Feeds | Partner Compensation in a Start-Up | Partnerships and Equity Shares | Passing It On | Pricing and Promoting a PreSchool Business | Profit Formula | Re-engineering a Professional Business | Recession Responses | Rights and Obligations | Running Fast to Stay in Place | Ruthlessness and Charity | Sales Commissions | Service Line Diversification | Should PSFs do CSR? | Sinning Gurus | Spa Wisdom | Stop Paying for Performance | Strategy and The Fat Smoker - New podcast episode available now | Strategy as Portfolio Management | Strategy is Standards | Strategy Podcast Series | Strategy, Scarcity and Rewards | Stylists | Survey Results | The Battle for Marketing | The Best Places in the USA to Work | The Branded Free Agent Hub | The High Priest’s Catechism | The Long Term | The Mutidimensional Organization | The One-Firm Firm Marches On | The Power of Principles | The Shoemaker’s Children | The Size and Growth Impulse | The Trusted Brain Surgeon Advisor | Two Entrepreneurs | Warlords and Civil Society | Warlords and Dickensian Factory Owners | We Don’t work for Jerks | Welcome to the Real World. Figure it Out Yourself! | What a Company Needs Most | What Do Consultants Know? | What Does Client-Centricity Really Mean? | What Does it Take to be Truly Great? | What Gets Fat Smokers On The Diet? | What IF There’s No Final Whistle? | What Killed Andersen? | What’s A Professional Firm? | What’s Our Deal? | Whatever Happened to Quality? | Who Likes You? And Who Doesn’t? | Who or What is the Firm For? | Work and LifeStyle Balance - Can a firm Give Options?
Managing
20 Bad Workplace Habits | 360-degree Feedback Programs | A Natural Manager (and Free Podcasts) | A Shakespearean Retreat | A Summation of What I’ve Learned | About Women | Accountability | Alignment and Accountability | Are Law Firms Manageable? | Are We ON The Same Side? | Assigning People and Work | Authentic Leaders | B-School competition on Human Capital | Believer or Skeptic? | Benchmarks | Blawg Review #76 | Blawgworld 2007 | Bob Sutton’s ‘No Asshole Rule | Book Review: Lead Well and Prosper | Business Guru David Maister Breaks Groundas First Top-Tier Business Author to Podcast | BusinessWeek Editor speaks! | Can the Good Guys Win? | Compensation Systems | Compensation Systems: Sales Commissions | Creating a High-Trust Organization | Creating A New Religion | Creating and Sustaining Professionalism (In Oneself and Others) |
