Unless you’ve been living under a rock, or blissfully offline, you’ve probably noticed all the buzz about what AI can and can’t do.
One thing it can’t do? Be a trusted advisor. (At least, not yet.)
So, what is a trusted advisor?
It’s someone who understands, connects, and adapts to the people they’re working with… someone who offers more than just a completed task or smart solution.
We rely on trusted advisors all the time – at work, in friendships, and especially in moments of uncertainty. I saw this up close recently when a dear friend received unexpected news about her daughter’s cancer diagnosis.
The doctor delivered upsetting and complex information in a purely factual way.
That approach might be perfect when diagnosing your computer’s hardware issue, but not when talking about your child’s health.
It made me reflect on how leaders, colleagues, and caregivers can show up as trusted advisors when it really matters.
Here are a few guidelines for how to become a trusted advisor (with a little side commentary for the oncologists of the world, in italics).
- External Focus Step into their shoes and consider what the person needs, both in the moment and beyond. Distraught parents need clarity, empathy, and emotional steadiness, not medical jargon.
- Build Rapport Rapport turns transactions into relationships. Find genuine common ground. A simple acknowledgment like, “I know how hard this is on families,” can go a long way.
- Ask Open-Ended Questions Instead of jumping straight to telling, selling, or advising, pause and listen first. “I know this is a lot to process. What additional information or support would be helpful right now?”
- Listen & Respond Show that you’re truly listening through eye contact, nodding, and paraphrasing to confirm understanding. Listen to learn, not to respond. “Ah, you’re worried about the prognosis. Rest assured, this change doesn’t affect it.”
| Experts are everywhere – trusted advisors are rare. They’re the ones who create calm in chaos, clarity in confusion, and connection in uncertainty. And in times like these, when technology is advancing faster than trust can keep up, companies, employees, and all of us humans need an advisor more than ever. P.S. Just as I was about to hit “send,” Adam Grant’s newsletter landed in my inbox: What AI Companions Are Missing. Perfect timing. It’s a great read on why real two-sided relationships still matter most. |
