Many engineers relate better to equations than to language, so let us bring up an important example of the former that influences our choice of words in our letters, proposals and reports.
The Trust Equation, presented by Maister et al (2001) in The Trusted Advisor, states the following parameters are essential for building (T)rust: (C)redibility, (R)eliability, (F)amiliarity (or Intimacy, but the latter feels uncomfortable) and (S)elf-focus (or -orientation).
The equation might apply broadly to all sorts of relationships but here we are primarily focusing on Engineering advisors/consultants and their clients.
Building trust with clients and within teams to move projects forward is essential. Let’s discuss how for any communication personal pronouns are weapons that should be shouldered with care, when viewed using these parameters.
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