IT Leaders

In this IT Leaders episode, Teresa Conroy-Roth, a seasoned consultant and relationship builder, joins Duane Weber, Vice President at Expedient, to share strategies for becoming a trusted advisor. The discussion centers around earning trust through empathy, active listening, and a client-first approach—moving beyond transactional relationships to forge lasting partnerships.

Teresa recounts her early career journey, transitioning from teaching to IT leadership roles. Along the way, she discovered her gift for translating complex technology into accessible language. Duane, with over 30 years of sales leadership, highlights how being perceived as a partner instead of a vendor is essential in today’s business environment, especially during digital transformations.

The episode references The Trusted Advisor by David Maister, a foundational text for their presentation’s key themes. Teresa emphasizes the importance of deep understanding, emotional intelligence, and relationship-building practices such as empathetic listening and problem reframing. A powerful moment involves Teresa’s story of a trusted advisor who provided crucial support during a high-pressure phase in her career, illustrating how empathy and reliability can build trust over time.

Both speakers delve into practical techniques, including the “Trust Equation” (Credibility + Reliability + Intimacy, divided by Self-Orientation) and effective listening strategies. They also explore how trusted advisors engage clients by demonstrating genuine care and helping them envision and commit to solutions.

Listeners will gain actionable advice on fostering trust and enhancing relationships, whether with clients, colleagues, or leadership teams. This episode provides a roadmap to becoming the go-to advisor others rely on for guidance and support.