Being a trusted advisor is as rewarding as it is challenging. It’s a role that demands sensitivity, discretion, and the ability to navigate personalities while keeping trust intact.

So, how do you honour the trust placed in you, uphold everyone’s confidence, and remain genuinely helpful?

At the heart of this role is a simple truth: your ability to build and maintain trust is the foundation of your influence.

Without it, you’ve lost.

Your Role: A Bridge, Not a Messenger
As a trusted advisor, you’re not there to pass messages or grievances back and forth. It’s the worst thing you can do.

You are the bridge—a facilitator of understanding who can help both sides see the bigger picture. It’s about context, clarity, and solutions, not blame.

You have to remain neutral, even when emotions run high. They need you for that. Avoid individual concerns,  and get the MD and team to focus on the goals they set out to achieve.

Protecting Confidence is Non-Negotiable
Confidentiality is sacred. When anyone shares their concerns, acknowledge the trust they’ve placed in you. Reassure them that the discussion is confidential and nothing will not be disclosed without their consent.

I stipulate this during our very first meeting.

Rather than sharing specific feedback like, “The MD thinks you’re getting lost in the details,” reframe it as, “You’re good at noticing the details which is crucial, but sometimes it’s necessary to try and step back without going into the detail too quickly..” Focus on the behaviour, not personal judgments.

Solutions Over Blame
When tension arises, steer conversations toward actionable solutions. Ask questions that shift focus from problems to progress:

  • What would a successful outcome look like for everyone?
  • What slight adjustments could be made  here?
  • How can we improve communication and move forward together?

These questions help everyone step out of defensiveness and into collaboration.

Empathy Without Losing Neutrality
Empathy is your greatest ally, but it must be balanced with impartiality. Show you care by validating concerns without taking sides. At times, this can be hard to do:

“I can see why that’s frustrating. Let’s see how we can resolve this.

“Empathy builds trust, but neutrality ensures you remain effective as a bridge between perspectives.

Encourage Open Dialogue
Sometimes, the best way forward is direct communication between parties. If appropriate, create a space for the parties to come together and discuss concerns candidly. Your role might involve:

  • Mediating a meeting to ensure respect and focus.
  • Creating a safe space for open and honest feedback.
  • Ensuring everyone feels heard and valued.

The Trusted Advisor’s Promise
As a trusted advisor, you’re a confidant and a guide. Your success lies in protecting confidentiality, navigating relationships with empathy and neutrality, and reminding everyone about the value of the outcome.

Trust is your currency—build, protect, and use it wisely to help all parties move forward.