The Beginning

The Things that Matter Most: Trust, Vision, and Delivery

Defining Expert

Expertise

Expert Performance

Domain of Expertise

Division of Labor

Domain Transfer

Pratice and Passion

Anecdote: Practice and Passion

Recognizing an Expert

Confidence

Anecdote: Confidence

More About Confidence

Curse of Knowledge

Anecdote: Curse of Knowledge

Times are Changing

Technology

Shelf Life

Content Volume

Memory Outsourcing

Post-Truth Era

Facts Are Aggressive

Mount Stupid Is Easily Climbed

Membership

New Journalism

People Don't Know They're Wrong

Experts Are Frequently Wrong

Social Power Is Shifting

No More Local Advantage

Experts Are Frequently Ignored

Fakers Abound

Thin Slicing

Why Do It

Dreyfus and Dreyfus

Master of Knowledge

Anecdote: Master of Knowledge

Expert in Performance

Experts Are Autonomous

Experts Manage Complexity

Experts Understand Context

Expertise As a Professional Role

Innate Talent

Experts Are Three-Dimensional

Anecdote: Three Dimensions

Maslow's Hierarchy of Needs

Experts Employ Deliberate Practice

Study the Competition

Don't Praise Competitors

Be Likable

Experts Recognize Their Own Failings

For Good or Ill

The Foundation of Trust

SMEs, Sales, and Trust

Early Evidence of Trusting Experts

Types of Trust

Trust in Skills

Trust Is an Emotion

Trust in Motives

Relationships Are Built on Trust

The Asymmetry of Trust

The Genetics of Trust

Associations

Experts Are Exemplars

Experts Are Counselors

Anecdote: Being a Counselor

Don't Talk Too Much

Don't Talk Too Little

Don't Condescend

Experts Don't Bully

Experts Are Friends

Make Your Audience Feel Smart

Experts Are Dispassionate

Experts Honor Confidentiality

When You Can Tell

Keep Things Secure

Avoid Technical Jargon

Avoid Saying No

Find Yes

Exceptions to Yes

Don't Criticize Colleagues

Wiio's Law

Test Everything

Don't Throw People Under the Bus

Praise

Don't Scare People

Vision

Anecdote: Vision

Expectations

Experts Are Prophets

As I Stated Previously

Experts Simplify

Stay Out of the Weeds

Expert Are Master Teachers

Metaphors and Analogies

Don't Surprise

Be Temperate

Assume Ignorance Before Malice

Don't Ignore

Deliver the Goods

Seek Productivity

Lessons From Tennis

Lessons From Chess

Experts Are Measured

Enthusiasm

Control Emotions

Patience With the Unskilled

Fail Fast

Fail Cheaply

Be Prepared

Know the Laws

Mediator

Don't Scapegoat

Be Slow to Correct

Anecdote: Correcting

Clean Up Messes

Know the Full Cost

Attribute Success

Filtering Prospects

Coercion

Reveal Your Preferences

Conclusion