Phil O'Brien

Book Review - C.R.I.S.T. - Now I RELIABLY know who I should Trust!

I finished Chris Brogan and Julien Smith's book 'Trust Agents' while on holiday. It's inspirational, with nuggets and ideas throughout. I tried out a new method for marking up interesting points in the book, using Snopake Index Tab Arrow High Lighters, as you can see from the picture there were lots of gems! Think the arrows will work out more expensive than buying the book!

Trust AdviserThe book is definitely a 5 star rating – I really like their style and ethos. Key points being that you and any Brand should focus on building relationships – and sales will eventually come to you or your company. Becoming an Agent Zero (getting in the centre of things) is important. Also, they argued that it’s OK to break Dunbar’s number and have more than 150 contacts (but only in each different network).

My favourite section was the Trust Test. Chris and Julien have adapted a formula originally thought up by David Maister, Charles H. Green and Robert M. Galford in “Trust Adviser” (another one for my reading list!). They put forward that Trust has 4 components that can be put together in an equation that gives a value for trusworthiness! Cool… And here it is:-

(C x R x I)/S = T

So Trust is calculated by multiplying Credibility by Reliability by Intimacy and dividing by Self-Orientation.

Credibility = the quality of being convincing or believable. Higher score the better
Reliability = consistently good in quality and performance. They turn up on time.
Intimacy = the measure of the closeness of your relationship. Feeling comfortable with someone. It’s an emotional judgement
Self-Orientation = low self-orientation would be if you had enough confidence to recommend a better competitor. High self-orientation would be the guy who is only interest in you because they want to make a sale (and now!). Lower score is better here – as it’s divided in to the other factors.

It made me think about the people in my network who I inherently like – but often don’t totally trust. Later in “Trust Agents”, Julien and Chris hit the issue on the head – “RELIABILITY IS THE BIG SECRET”. Interestingly, the other factors are more linked to people’s character (and hard to change/train) – however, there is no real excuse for not being reliable (it’s a matter of personal commitment). None of us are perfect on that score (I have in my head a particular apology I need to send after completing this post to someone I forgot to thank for a bit favour – whoops!) – but reliability is the thing we all could work on to make sure we gain others trust.

Thank you Messieurs Maister, Green, Galford, Brogan and Smith for this equation and insight into Trust and Reliability in your Personal Network.


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Phil O'Brien Climbing Fish Phil O'Brien
Company: Climbing Fish
Position: Co-Founder
Entrepreneur - Catalyst - Connector. I love WOW projects! Currently exploring Future Work, Personal Networks & Visual Communication. Based in Bath, UK.

Latest Articles by Phil

July 20 | Zuckerberg is killing Gutenberg!
September 29 | Book Review - Personal Networking - Mick Cope

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