Podcast appearances and mentions of frances frei

Anne Morriss and Frances Frei are best-selling authors and among the world's most influential thinkers, speakers, and advisors. Their clients range from Fortune 10 companies to tech founders to political leaders working to build national competitiveness. They join to talk about their new book, Move Fast and Fix Things, outlining a practical process leaders can implement to drive change. Hosted on Acast. See acast.com/privacy for more information.

Frances Frei, professor at Harvard Business School, says that trust, empathy—and even a bit of tough love—are all essential ingredients to strong leadership in today's world. Successful managers focus on the effect they have on others, not themselves. They also define a strategy and create a culture that drives employee behavior in their absence. Frei is the coauthor, along with Anne Morriss, of the book Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You as well as the HBR article “Begin with Trust.” Key episode topics include: leadership styles, constructive criticism, feedback, trust, empathy, managing people, employee performance management, underperforming employees, Listen to the original HBR IdeaCast episode: Great Leaders Use Tough Love to Improve PerformanceFind more episodes of HBR IdeaCastDiscover 100 years of Harvard Business Review articles, case studies, podcasts, and more at HBR.org.]]>

We all know Taylor Swift as an international pop superstar—her albums shoot to the top of the Billboard charts, and her recent Eras Tour grossed over $2 billion. But what can we learn from Taylor the businesswoman? In this episode, Anne and Frances sit down with Kevin Evers, author of There's Nothing Like This: The Strategic Genius of Taylor Swift, to dig into the vision, entrepreneurial instincts, and bold decision-making that built Swift's global empire.FollowHosts: Anne Morriss (@annemorriss | LinkedIn: @anne-morriss), Frances Frei (@francesxfrei | LinkedIn: @francesfrei)Guest: Kevin Evers Linkshttps://anneandfrances.comSubscribe to TED Instagram: @tedYouTube: @TEDTikTok: @tedtoksLinkedIn: @ted-conferencesWebsite: ted.comPodcasts: ted.com/podcastsFor the full text transcript, visit ted.com/podcasts/fixable-transcripts Hosted on Acast. See acast.com/privacy for more information.

The resurrection of Barnes & Noble is one of the most remarkable turnaround stories of the modern business era. Chief revival architect and CEO James Daunt joins Anne and Frances to discuss the unconventional leadership strategies that helped him navigate through the pandemic and keep bookstores alive in the age of Amazon and e-books. They explore James's non-hierarchical approach to team building, dive into the challenges he faced on his mission to revitalize the company, and discover the principle at the heart of his strategy: being nice. FollowHosts: Anne Morriss (@annemorriss | LinkedIn: @anne-morriss), Frances Frei (@francesxfrei | LinkedIn: @francesfrei) Guest: James Daunt (Instagram | LinkedIn | Website) Linkshttps://anneandfrances.com/https://www.barnesandnobleinc.com/management/james-daunt/Subscribe to TED Instagram: @tedYouTube: @TEDTikTok: @tedtoksLinkedIn: @ted-conferencesWebsite: ted.comPodcasts: ted.com/podcastsFor the full text transcript, visit ted.com/podcasts/fixable-transcripts Hosted on Acast. See acast.com/privacy for more information.

When you spot workplace practices that seem less-than-fair, what can you do to stand up for better treatment of someone else? In this episode, Anne and Frances guide a troubled caller who wants to help fix the lopsided pay structures in her organization and advocate for higher compensation for her junior colleagues. Together, they design a plan to gather data and make a rigorous and optimistic case to the higher-ups while supporting those affected in the meantime. FollowHosts: Anne Morriss (@annemorriss | LinkedIn: @anne-morriss), Frances Frei (@francesxfrei | LinkedIn: @francesfrei) Linkshttps://anneandfrances.com/Subscribe to TED Instagram: @tedYouTube: @TEDTikTok: @tedtoksLinkedIn: @ted-conferencesWebsite: ted.comPodcasts: ted.com/podcastsFor the full text transcript, visit ted.com/podcasts/fixable-transcripts Hosted on Acast. See acast.com/privacy for more information.

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As many organizations throughout the business landscape implement return-to-office mandates, the debate around RTO's impact on performance and culture intensifies. Harvard Business School professor Frances Frei joins Rapid Response to bust popular myths around in-person work, and reveal the surprising intentions of many pro-RTO business leaders. Frei also shares insights about AI's impact on corporate life, valuable tips to make your meetings more efficient, and more.Visit the Rapid Response website here: https://www.rapidresponseshow.com/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Each Sunday, TED shares an episode of another podcast we think you'll love, handpicked for you… by us. Is kindness (and a little math) all it takes to save a company? James Rhee, professor of entrepreneurship, author, and impact investor, believes the answer is yes. This week he joins Anne Morriss and Frances Frei on the Fixable podcast to share lessons from his remarkable turnaround of Ashley Stewart — a retail company primarily serving Black, moderate income, plus size women — as a Korean American private equity investor who had never been a CEO before. Fixable is TED's business advice podcast. What problems are you dealing with at work right now? Call or text 234-FIXABLE or email fixable@ted.com to be featured on the show. Hosted on Acast. See acast.com/privacy for more information.

There's a myth about trust: that once you lose it, it's gone. In reality, most of us walk around losing and rebuilding trust every day. In today's episode of Hello Monday, Jessi Hempel sits down with Anne Morriss and Frances Frei to get to the bottom of trust and uncover how we build, and rebuild it. Anne is the co-founder of The Leadership Consortium, a management consultancy that helps organizations unlock leadership potential and drive positive change. Frances is a beloved professor at Harvard Business School and a leading authority on organizational behavior, leadership, and trust. The two are authors of three books together, including Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You, and are co-hosts of the TED podcast Fixable. Together, they discuss: The “trust triangle,” comprised of the three qualities that are foundational to trust: empathy, authenticity, and logic.  Finding your “wobble,” the quality that wavers, and your “anchor,” the quality that always holds strong.  How to build trust as individuals, how to build trust in a team, and how to build trust in a workplace. The most common reasons organizations fail when it comes to trust. How to transform your leadership for lasting change. How to amplify your ambition for faster results. Continue the conversation with us at Hello Monday Office Hours! RSVP here to join us on the LinkedIn News page this Wednesday at 3 PM EST.

Experience is not always seen as an asset in a world that equates innovation and youth – particularly in fast-moving industries like tech and art. How do you convince others that your work still matters…now more than ever? This week, Anne and Frances help digital artist and TED Fellow Julie Freeman break free from her own story about aging and relevance. Together, two of the top leadership coaches in the world, Anne Morriss and Frances Frei, move fast and fix stuff by talking to guest callers about their workplace issues and solving their problems in 30 minutes or less. Both listeners and guests will receive actionable insights to create meaningful change in the workplace — regardless of their position on the company ladder. And they can solve YOUR biggest work problem too! Text or call 234-FIXABLE or email fixable@ted.com to be featured on the show next season.

Send us a textCarey Jaros brings passion for our Purpose — Saving Lives and Making Life Better Through Well-Being Solutions — to her daily work at GOJO (the makers of Purell). Her focus is on continuously extending GOJO leadership as a market-making, growth-oriented Company that cares about the health and well-being of people worldwide and within its walls. Carey joined GOJO in 2014 as a board member, then held executive roles as Chief Strategy Officer – where she oversaw Marketing, Product Management, and Innovation – and as Chief Operating Officer before becoming President and CEO in January 2020.As an operator, investor, and board member, Carey has worked on and in more than 50 organizations— from established public and private companies, to startups and non-profits. Prior to GOJO, Carey was the President of Walnut Ridge Strategic Management Company, and was a Vice President at Dealer Tire, a large privately held tire distributor. She spent the first 12 years as a management consultant at Bain & Company.Carey is a Board Director of Grocery Outlet (NASDAQ: GO) and an Advisory Board Member of venture-backed menstrual products startup Aunt Flow. She also serves on the Boards of The Cleveland Foundation, University Hospitals, and Laurel School.Carey received her A.B. in Public Policy from Brown University and an MBA from Harvard Business School. She and her husband live in Northeast Ohio with their three children.A Quote "We have a whole-systems approach to social, environmental, and economic sustainability, including certification as a WBE, product certifications, and a vertically integrated supply chain. With our strong foundation in place, we're advancing our Sustainable Value strategy and action plan."Resources Mentioned in This EpisodeBook - The Journey Home: Autobiography of an American SwamiWebsite - Frances Frei and Anne MorrissBook - Unleashed by Frances Frei and Anne MorrissTed Talk - How to Build (and Rebuild) Trust by Frances FreiPodcast - Fixable About The International Leadership Association (ILA)The ILA was created in 1999 to bring together professionals interested in studying, practicing, and teaching leadership. Plan for Prague - October 15-18, 2025!About  Scott J. AllenWebsiteWeekly Newsletter: Practical Wisdom for LeadersBlogMy Approach to HostingThe views of my guests do not constitute "truth." Nor do they reflect my personal views in some instances. However, they are views to consider, and I hope they help you clarify your perspective. Nothing can replace your reflection, research, and exploration of the topic.

This is an episode of Fixable, another podcast from the TED Audio Collective. The evidence is clear that hybrid work is good for both people and organizations. So why are companies as big as Amazon now asking employees to come into the office all five days of the work week? Could “magical hallway conversations” actually make teams better — or is this a leadership play based on nostalgia and wishful thinking? In this provocative "Unsolicited Advice" episode, Anne Morriss and Frances Frei debate what Amazon's new return-to-office mandate means for the company's future.Frances Frei is a Harvard Business professor. Anne Morriss is a CEO and best-selling author. Anne and Frances are two of the top leadership coaches in the world. Oh, did we mention they're also married to each other? On Fixable, Anne and Frances move fast and fix stuff by talking to guest callers about their workplace issues and solving their problems – in 30 minutes or less. Both listeners and guests will receive actionable insights to create meaningful change in the workplace – regardless of their position on the company ladder. You can listen to Fixable wherever you're listening to this. If you want to be on Fixable, call our hotline at 234-Fixable (that's 234-349-2253) to leave Anne and Frances a voicemail with your workplace problem. Hosted on Acast. See acast.com/privacy for more information.

This week, WealthTech on Deck producer Matt Nollman takes over hosting duties to interview Jack Sharry about the podcast's standout moments of 2024. They discuss the evolution and future of UMH, including the transformative impact of LifeYield's recent acquisition by SEI. Jack highlights pivotal industry conversations with leaders advancing UMH capabilities, explores strategies for overcoming implementation challenges, and emphasizes the importance of innovation for financial advisors and firms. Jack also shares key career advice that has shaped his professional journey. In this episode: (00:19) - Year-end wrap-up and review (00:58) - The dawning of UMH (03:10) - Defining UMH and its importance (04:41) - Key elements of UMH (07:43) - UMA vs UMH (09:15) - Memorable episodes from 2024 (13:25) - AI, research, and the digital frontier (15:01) - Building multi-account UMH capabilities (19:05) - Career advice and closing thoughts Quotes “Through this acquisition, SEI will be the first in the industry to provide real-time, automated, unified managed household or UMH capabilities in a cost-effective, fully bundled overlay solution.” ~ Jack Sharry “The single biggest challenge we find is getting all the departments, all the silos to work together. And that is also why it is important to have a single executive sponsor or leader.” ~ Jack Sharry “Improving after-tax returns and income is inherently a multi-account exercise.” ~ Jack Sharry Links  SEI: https://www.seic.com  Morgan Stanley: https://www.morganstanley.com  MoneyGuide Pro: https://www.moneyguidepro.com  Tifin: https://tifin.com  Wells Fargo: https://www.wellsfargo.com  EY: https://www.ey.com  Franklin Templeton: https://www.franklintempleton.com  Matt Nollman: https://www.linkedin.com/in/mattnollman  Mark Hoffman: https://www.linkedin.com/in/mark-hoffman-16946359  Martin Cowley: https://www.linkedin.com/in/martincowley  WealthTech in the Weeds with Charles Smith: https://wealthtechondeck.com/episodes/wealthtech-in-the-weeds-with-charles-smith  WealthTech in the Weeds with Rose Palazzo: https://wealthtechondeck.com/episodes/wealthtech-in-the-weeds-with-rose-palazzo-and-mark-hoffman  WealthTech in the Weeds with Jeff Benfield: https://wealthtechondeck.com/episodes/wealthtech-in-the-weeds-with-jeff-benfield-and-martin-cowley  WealthTech in the Weeds with Eric Lori: https://wealthtechondeck.com/episodes/wealthtech-in-the-weeds-with-eric-lordi-and-martin-cowley  WealthTech in the Weeds with Roger Paradiso: https://wealthtechondeck.com/episodes/wealthtech-in-the-weeds-with-roger-paradiso  The Evolution and Resurgence of SEI with Ryan Hicke and Sean Denham: https://wealthtechondeck.com/episodes/the-evolution-and-resurgence-of-sei-with-ryan-hicke-and-sean-denham  The Age of the New Wealth Portfolio with Erich Holland: https://wealthtechondeck.com/episodes/the-age-of-the-new-wealth-portfolio-with-erich-holland  Unlocking the Potential of Generative AI in Asset and Wealth Management with Amy Young: https://wealthtechondeck.com/episodes/unlocking-the-potential-of-generative-ai-in-asset-and-wealth-management-with-amy-young  Unlocking AI's Potential in Wealth Management with Rob Pettman: https://wealthtechondeck.com/episodes/unlocking-ais-potential-in-wealth-management-with-rob-pettman  WealthTech in the Weeds with Michael Liersch: https://wealthtechondeck.com/episodes/wealthtech-in-the-weeds-with-michael-liersch-and-harry-bartle  Scott Smith: https://www.linkedin.com/in/scott-smith-148360  Financial Advisor Magazine: https://www.fa-mag.com  Frances Frei: https://www.linkedin.com/in/francesfrei  Edward Jones: https://www.edwardjones.com  JP Morgan: https://www.jpmorgan.com  Merrill: https://www.ml.com  Harvard Business School: https://www.hbs.edu  Connect with our hosts LifeYield Jack Sharry on LinkedIn Jack Sharry on Twitter Subscribe and stay in touch Apple Podcasts Spotify LinkedIn Twitter Facebook

Some problems seem impossible. But this week's guests say any problem can be solved. Leadership coach Anne Morriss and Harvard Business Professor Frances Frei are the power couple behind the book, Move Fast and Fix Things, the TED podcast Fixable, and more. They join Chris to discuss why any problem can be solved — whether the issue is in your business, family, or community. Learn how simple, everyday logic, authenticity, and empathy can guide  you to the best solutions to your trickiest problems.For the full text transcript, visit go.ted.com/BHTranscripts.

Frances Frei, a distinguished professor at Harvard Business School, graces our podcast to unravel the secrets behind building trust in education. Her insights into the trust triangle—comprising authenticity, logic, and empathy—can transform how educators connect with students. Embrace the opportunity to learn how to enhance your teaching style, boost student engagement, and tackle those "wobbles" when trust falters. Frances shares her guidance on diagnosing and mending trust breaks to strengthen teacher-student relationships, ensuring that educators can maintain a nurturing and effective learning environment.Watch Frances' Ted Talk: bit.ly/2rn9Yz0 Listen to Fixable: apple.co/4fteKSsRead Curriculum Associates' blog: CurriculumAssociates.com/blogFollow us on Twitter: @CurriculumAssocFollow us on Instagram: @MyiReadyHave feedback, questions, or want to be a guest? Email ExtraordinaryEducators@cainc.com to connect with us!

Heather E. McGowan is a keynote speaker and author of The Empathy Advantage and The Adaptation Advantage with deep experience in the Future of Work field. She describes the importance of empathy with AI's growing influence and fostering a connected, resilient, and adaptable workforce. Heather discusses how AI can transform cognitive work and why leaders must shift from relying on their own expertise to harnessing collective intelligence. She explains how the promise and tacit agreement of work has changed, leading to younger generations' focus on mission, impact, and mentorship.     TAKEAWAYS   [02:35] Interested in human behavior and art, Heather goes to RISD to study industrial design.   [04:00] Heather learns to ask the right question – is the process, not the product, that matters.   [04:54] Observing people helps Heather identify unarticulated needs, as seen with the Swiffer.   [06:21] Heather designs various products then does an MBA to bridge design and business.   [07:36] Her mentor's influence directs her towards ESG-focused private equity work.   [09:49] Integrating design and business, Heather works in academia for several years.   [10:50] Heather starts defining how work is changing for her academic and corporate clients as the Future of Work emerges.   [12:24] Challenging the concept of having to take single discipline courses before collaborative studies.   [13:00] The importance of having a common mindset around problem solving.   [13:31] Using basic systems thinking to understand the impact of solutions.   [14:33] Interesting reactions to mixed-year participation in courses.   [15:25] How people responded to integrated design-thinking projects.   [16:15] Heather gets delayed positive feedback to their innovative approach.   [16:39] Insights from Heather's experiences in education such as getting people to think propositionally.   [17:00] The genesis of the Adaptation Advantage book.   [17:45] The impact of set occupational identity and the rigid 'education-career-retire' model.   [18:26] Lifelong learning with learning and careers overlapping not sequential stages.   [18:55] Retirement is not good for us, now that life expectancy has increased.   [19:30] The AARP starts to focus on people's ‘next' or ‘encore' chapter rather than ‘retirement'.   [20:46] Heather's research and writing focuses on Future of Work tacit vs explicit knowledge.   [21:17] Explicit knowledge can be automated, while tacit knowledge needs human interaction.   [22:15] AI as a “third lens” for understanding human cognition and expanding our capabilities.   [23:39] Heather warns that over-reliance on automation risks atrophying our skills.   [24:59] The benefit of enhancing cognitive capabilities, not just reducing costs.   [26:16] The long broken agreement about work between employers and employees.   [27:38] Gen Z seeks mission, meaningful work, and mentorship since there is no job security.   [28:04] Empathy is necessary to connect with employees and understand their mentoring needs.   [28:55] Leaders must not rely on individual intelligence but shift to collective intelligence.   [30:34] Heather predicts AI will disrupt cognitive work much like electrification disrupted labor.   [31:28] Heather connects rising polarization with declines in socialization and greater loneliness.   [32:08] How our brains are shaped for agitation because of our solitude.   [33:00] Workplaces serving as essential social trust-building spaces.   [34:32] Leaders must build trust through authenticity, logic, and empathy.   [35:30] The compelling letter Airbnb's CEO wrote to employees being laid off.   [37:36] Being transparent about the challenges of fast-changing circumstances.   [38:16] Human-centered policies which optimize for thriving employees improve retention and financial performance.   [40:45] When leaders reach a very senior level in organizations their empathy decreases.   [42:47] Heather encourages reweaving the social fabric to foster collaborative exploration.   [44:16] IMMEDIATE ACTION TIP: Talk with coworkers about shared values. Ask how they're doing, if they're getting enough sleep, if they're working on a project that is meaningful to them. Share experiences where you've been able to bounce forward, not back. Your job is to help your team adapt to change and become the next best version of themselves.       RESOURCES   Heather McGowan on LinkedIn Heather's website Leading the Day After article Sven Hansen and the Reliance Institute Letter from Brian Chesky, CEO of Airbnb, to employees Frances Frei, HBS Professor       QUOTES   “We need to start taking longer strides and putting greater visions out there and say it's going to be hard, but it's going to be worth it."   "Trust comes down to three things. Authenticity, logic, and empathy. So authenticity is do people experience the real you? Do they feel like you're giving them the honest approach when you're delivering things to you, or are you putting on a Persona? Logic is, do you have a sound theory of what you're asking people to do? Ability to communicate, a division of where the organization is trying to go? And then do you demonstrate that you care what that work means to the individual?"   “Now, most leaders are leading teams of people who have skills and knowledge they do not have at least some of them, and it may not even be within their group. So you can't lead with Individual intelligence, you have to lead with collective intelligence. You cannot get collective intelligence without empathy. So that's the first piece of how we need to lead differently.”   “If we only use technology to replace what humans currently do, it's a race to the bottom. If we only let humans get lazy by using ChatGPT, we will lose. What we need to do is ‘Where is the ability to enhance? Where can I become better? Where can I make my organizational capacity stronger, greater, more resilient?”   “The promise and the agreement on work, the tacit agreement we've had for work has changed. It really became the last promise for the Boomers was ‘I trade my loyalty to an organization for the security of employment'. That promise has been broken for many decades, But the organizations that are still expecting that loyalty, that be it not providing that promise of security, have to realize they have to provide something else.”   “I think what Gen Z is pushing for, which I think a lot of folks are on board with, is instead, I know I'm not going to get security. So I want three things. I want mission. I want to be part an organization that's trying to do something big and hard and meaningful. I want to be part of something bigger than myself essentially. I want meaningful work.”

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On this episode of The Prosperous Empath®, I'm thrilled to sit down with Saleema Vellani, an accomplished 9x founder (3 exits) and award-winning author of the bestselling book, Innovation Starts with I. She's the founder and CEO of Ripple Impact, which helps seasoned professionals and corporate exiters build profitable, purpose-driven portfolio career businesses and pursue their dreams. She invests in women-owned early-stage startups, sits on the National Speakers Association DC Chapter board, and teaches Entrepreneurship at Johns Hopkins University. Saleema also speaks five languages and has traveled to 100+ countries. But what many people don't know about her is that Saleema experienced profound burnout as she was scaling her business. As part of her recovery process, Saleema had to accept the realization that entrepreneurship is, first and foremost, a personal growth journey. She had to dig deep into herself to uncover what it means to truly invest in your well-being, come out of crisis mode, and build a business strategy that was aligned with her values. Listen to our conversation to learn more about burnout recovery and the valuable lessons Saleema discovered along the way.    Topics: Saleema's entrepreneurship story, how building a 7-figure business led her down the path of burnout, and what she did to start making more aligned decisions  The importance of knowing what you can and can't tolerate to proactively avoid physical and mental burnout Recognizing empathic tendencies that often contribute to burnout, such as people-pleasing and not being able to say no  Managing your generosity as an entrepreneur as you scale your business How to leverage your gifts, make aligned decisions, and serve people without running yourself dry in the process   Episode Resources: Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You by Frances Frei  Innovation Starts with I: Increase Your Influence. Ignite Your Impact by Saleema Vellani  Connect with Saleema: Ripple Impact  Saleema's Website  LinkedIn  Instagram: @saleemavellani  Facebook  Connect with Catherine: Apply to join the free Unbounded community, a vibrant group of empathpreneurs who are passionate about supporting each other on our entrepreneurial journeys.  Website LinkedIn Instagram YouTube Sign up to receive my weekly digest on empathic entrepreneurship and hear from voices committed to spreading this message, sent straight to your inbox every Friday since 2016, here.    Work with Catherine: Interested in working 1:1 with a certified coach on Catherine's team, or joining her in one of her premium mastermind programs? Schedule a low-pressure call to begin the conversation here.   Visit this episode's full show notes page here. ---------------- The Prosperous Empath® Podcast is produced by Heart Centered Podcasting.

Each Sunday, TED shares an episode of another podcast we think you'll love, handpicked for you… by us. The evidence is clear that hybrid work is good for both people and organizations. So why are companies as big as Amazon now asking employees to come into the office all five days of the work week? In this special "Unsolicited Advice" episode of Fixable, another podcast from the TED Audio Collective, Fixable hosts Anne Morriss and Frances Frei debate what Amazon's new return-to-office mandate means for the company's future. Frances is a Harvard Business professor. Anne is a CEO and best-selling author. Anne and Frances are two of the top leadership coaches in the world. Oh, did we mention they're also married to each other? Together, Anne and Frances move fast and fix stuff by talking to guest callers about their workplace issues and solving their problems – in 30 minutes or less. Both listeners and guests will receive actionable insights to create meaningful change in the workplace – regardless of their position on the company ladder. If you want to be on Fixable, call our hotline at 234-Fixable (that's 234-349-2253) to leave Anne and Frances a voicemail with your workplace problem. Get more Fixable wherever you get your podcasts. Hosted on Acast. See acast.com/privacy for more information.

Each Sunday, TED shares an episode of another podcast we think you'll love, handpicked for you… by us. The evidence is clear that hybrid work is good for both people and organizations. So why are companies as big as Amazon now asking employees to come into the office all five days of the work week? In this special "Unsolicited Advice" episode of Fixable, another podcast from the TED Audio Collective, Fixable hosts Anne Morriss and Frances Frei debate what Amazon's new return-to-office mandate means for the company's future. Frances is a Harvard Business professor. Anne is a CEO and best-selling author. Anne and Frances are two of the top leadership coaches in the world. Oh, did we mention they're also married to each other? Together, Anne and Frances move fast and fix stuff by talking to guest callers about their workplace issues and solving their problems – in 30 minutes or less. Both listeners and guests will receive actionable insights to create meaningful change in the workplace – regardless of their position on the company ladder. If you want to be on Fixable, call our hotline at 234-Fixable (that's 234-349-2253) to leave Anne and Frances a voicemail with your workplace problem. Get more Fixable wherever you get your podcasts.

Each Sunday, TED shares an episode of another podcast we think you'll love, handpicked for you… by us. Today we're sharing a special episode of Fixable, TED's business advice call-in show, hosted by Anne Morriss and Frances Frei.Where do bullies go when they grow up? New research shows they just move from the playground to the workplace. This week, Master Fixer and social psychologist Amy Cuddy joins Anne and Frances to walk us through the strikingly stable patterns bullies follow to undermine and ostracize their targets – patterns that are way more common than you might think. Get part two of this conversation where Cuddy details actions you can take to stop bullies -- and other ways to fix your problems at work -- by finding Fixable wherever you get your podcasts.What problems are you dealing with at work right now? Text 234-FIXABLE or email fixable@ted.com to be featured on the show.Transcripts for Fixable are available at go.ted.com/fixabletranscripts Hosted on Acast. See acast.com/privacy for more information.

Each Sunday, TED shares an episode of another podcast we think you'll love, handpicked for you… by us. Today we're sharing a special episode of Fixable, TED's business advice call-in show, hosted by Anne Morriss and Frances Frei.Where do bullies go when they grow up? New research shows they just move from the playground to the workplace. This week, Master Fixer and social psychologist Amy Cuddy joins Anne and Frances to walk us through the strikingly stable patterns bullies follow to undermine and ostracize their targets – patterns that are way more common than you might think. Get part two of this conversation where Cuddy details actions you can take to stop bullies -- and other ways to fix your problems at work -- by finding Fixable wherever you get your podcasts.What problems are you dealing with at work right now? Text 234-FIXABLE or email fixable@ted.com to be featured on the show.Transcripts for Fixable are available at go.ted.com/fixabletranscripts

By any measure, Frances Frei is unusual. She's a professor, advisor, author, strategist, TED speaker, and spent 2017 at Uber on a leave of absence to lead Leadership & Strategy at Uber for the several thousand employees contending with rapid growth and a quickly evolving culture. Listen to this fascinating conversation in which Frances Frei and Sam Jayanti discuss why leaders who cannot create trust, a learning environment, and empower the members of their team lead to poor business outcomes and company culture. The future is about soft skills and this conversation expains why.Subscribe to ideamix - Coaching, Performance, and Wellness, and stay tuned for new episodes every other Thursday. On ideamix podcasts, we speak with innovators and coaches to help you build the life, business, and career you want. ideamix is the go-to destination for individuals to find their ideal coach. Check out our website at www.theideamix.com. For comments, questions, podcast guest ideas, or sponsorship inquiries, please email info@theideamix.com.

“Anything is fixable,” say Frances Frei and Anne Morriss. As cohosts of the Fixable podcast, they're typically the ones doing the fixing, but on this special episode, they turn to Matt Abrahams for tips on what to do when communication breaks down.Both Frei and her wife Morriss are public speakers; the former, a professor at Harvard Business School, the latter, a CEO and best-selling author. As they discuss with Matt Abrahams, perfectionism and self-doubt can often creep in, both during preparation before speaking and after the fact. According to Matt, effective communication is about “connection, not perfection.” Instead of putting pressure on ourselves to “get it right,” Matt encourages us to shift our focus from ourselves to those we're speaking to. “Whenever you're communicating, you're in service of the audience you're communicating to,” he says. “It's not about you, it's about them and what you can do for them.”In this podcast episode, Frei, Morriss, and Matt explore frameworks and strategies for speaking more spontaneously, building confidence, managing anxiety, and course-correcting when communication goes awry.Episode Reference Links:Fixable Podcast: Website Anne Morriss & Frances Frei: Website Anne Morriss: LinkedIn Frances Frei: HBS ProfileConnect:Email Questions & Feedback >>> thinkfast@stanford.eduEpisode Transcripts >>> Think Fast Talk Smart WebsiteNewsletter Signup + English Language Learning >>> FasterSmarter.ioThink Fast Talk Smart >>> LinkedIn Page, Instagram, YouTubeMatt Abrahams >>> LinkedInStanford GSB >>> LinkedIn & TwitterChapters:(00:00:00) IntroductionMatt Abrahams introduces the episode, a collaboration with the Fixable podcast hosted by Frances Frei and Anne Morriss.(00:04:58) Mission of Spontaneous Speaking Matt discusses his focus on helping people communicate more effectively in unplanned situations.(00:07:10) Audience Centered Communication The importance of focusing on the audience to reduce anxiety and improve communication.(00:09:51) Connection Over Perfection Prioritizing connection over perfection in communication.(00:11:00) Benefits of Effective Communication The benefits of improving spontaneous speaking skills.(00:12:17) Building a Communication Infrastructure An outline of helping organizations create supportive communication environments.(00:13:33) Six Steps to Better Communication A six-step process to improve spontaneous communication, covering mindset and messaging.(00:16:55) Managing Communication Anxiety Strategies for managing anxiety in high-stakes communication situations.(00:21:00) Handling Blanking Out How to handle and recover from blanking out during a speech or presentation.(00:25:21) Real-Life Experience A recent experience of underestimating time during a keynote and how the situation was managed.(00:27:44) The Value of Preparation The importance of preparation in both spontaneous and planned communication.(00:28:43) AMP and Building ConfidenceThree immediate strategies for reducing anxiety right before speaking.(00:31:53) Conclusion See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This is an episode of Design Matters featuring Fixable hosts Anne Morriss and Frances Frei. You'll receive a deep dive into the lives of them both, learning how they became the influential leaders they are today, as well as their process writing their new book, Move Fast and Fix Things. Design Matters with Debbie Millman is one of the world's very first podcasts. Broadcasting independently for over 15 years, the show is about how incredibly creative people design the arc of their lives. Find Design Matters wherever you get your podcasts.

By any measure, Frances Frei is unusual. She's a professor, advisor, author, strategist, TED speaker, and spent 2017 at Uber on a leave of absence to lead Leadership & Strategy at Uber for the several thousand employees contending with rapid growth and a quickly evolving culture. Listen to this fascinating conversation in which Frances Frei and Sam Jayanti discuss why leaders who cannot create trust, a learning environment, and empower the members of their team lead to poor business outcomes and company culture. The future is about soft skills and this conversation expains why.Subscribe to ideamix - Coaching, Performance, and Wellness, and stay tuned for new episodes every other Thursday. On ideamix podcasts, we speak with innovators and coaches to help you build the life, business, and career you want. ideamix is the go-to destination for individuals to find their ideal coach. Check out our website at www.theideamix.com. For comments, questions, podcast guest ideas, or sponsorship inquiries, please email info@theideamix.com.

You've likely heard the phrase, “Move fast and break things.” But Harvard Business School professor Frances Frei says speed and experimentation are not enough on their own. Instead, she argues that you should move fast and fix things. In this episode, Frei explains how you can solve any problem in five clear steps. First, she says, start by identifying the real problem holding you back. Then move on to building trust and relationships, followed by a narrative for your solution — before you begin implementing it.

Each Sunday, TED shares an episode of another podcast we think you'll love, handpicked for you… by us. Today we're sharing a special episode of Fixable, hosted by top leadership coaches Anne Morriss and Frances Frei.Recorded live at TED 2024, Anne and Frances sat down with NYU professor, entrepreneur, best-selling author, and celebrity podcaster Scott “Prof G” Galloway for a fascinating conversation on loneliness, resilience, inclusion in the workplace, raising healthy boys, and what it takes to be personally and financially successful. Stick around to the end to hear how Scott learned to cry and moving answers from an unexpectedly emotional audience Q+A. To hear more from Scott, check out his TED Talk recorded the same day at https://go.ted.com/scottgalloway24.Transcripts for Fixable are available at https://go.ted.com/fixablescripts.Get more Fixable wherever you get your podcasts. If you want to BE on Fixable to get advice on your workplace problem, email fixable@ted.com or call the Fixable hotline at 234-Fixable (that's 234-349-2253).

Each Sunday, TED shares an episode of another podcast we think you'll love, handpicked for you… by us. Today we're sharing a special episode of Fixable, hosted by top leadership coaches Anne Morriss and Frances Frei.Recorded live at TED 2024, Anne and Frances sat down with NYU professor, entrepreneur, best-selling author, and celebrity podcaster Scott “Prof G” Galloway for a fascinating conversation on loneliness, resilience, inclusion in the workplace, raising healthy boys, and what it takes to be personally and financially successful. Stick around to the end to hear how Scott learned to cry and moving answers from an unexpectedly emotional audience Q+A. To hear more from Scott, check out his TED Talk recorded the same day at https://go.ted.com/scottgalloway24.Transcripts for Fixable are available at https://go.ted.com/fixablescripts.Get more Fixable wherever you get your podcasts. If you want to BE on Fixable to get advice on your workplace problem, email fixable@ted.com or call the Fixable hotline at 234-Fixable (that's 234-349-2253). Hosted on Acast. See acast.com/privacy for more information.

Anne Morriss and Frances Frei are best-selling authors and among the world's most influential thinkers, speakers, and advisors. Their clients range from Fortune 10 companies to tech founders to political leaders working to build national competitiveness. They join to talk about their new book, Move Fast and Fix Things, outlining a practical process leaders can implement to drive change.

Frances Frei is a Professor of Technology and Operations Management at Harvard Business School. A global thought leader on leadership and strategy, Frances is widely recognized for her breakthrough scholarship and high-impact teaching. Frances holds a Ph.D. in Operations and Information Management from the Wharton School at the University of Pennsylvania. She has been recognized by Thinkers50 as among the world's most influential business thinkers.  In this episode our host William Corless and our guest discuss an array of topics from her book Move Fast & Fix Things: The Trusted Leader's Guide to Solving Hard Problems by Frances  Frei and her coauthor, Anne Morriss. These topics include organizational change management initiative, why organiztion efforts fail, quadrants for a succesful organisation, solving the right problems, signs organisations are stalling, issues that erode trust in the organisation, people pleasing  in the board room, fast tracking projects and more. For more info about Frances please visit: https://www.linkedin.com/in/francesfrei https://www.linkedin.com/in/anne-morriss

The problem with the business mindset of “move fast and break things” is that what often gets broken is people. But how can companies take care of their employees without sacrificing accelerated growth?Frances Frei is a professor of technology and operations management at Harvard Business School. She's spent decades researching operational design and leadership and has co-authored numerous books like, Move Fast and Fix Things: The Trusted Leader's Guide to Solving Hard Problems and Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You. She and Greg discuss the importance of fostering a culture of curiosity, why moving fast and breaking things is not worth it, and how inclusion can be an organizational superpower. *unSILOed Podcast is produced by University FM.*Episode Quotes:Can you do layoffs with dignity?27:01: When Elon Musk famously bought Twitter, he did layoffs and maybe a caricature of how to do everything wrong. But on the same day, he did layoffs, Stripe did layoffs. And so we got the two. Like on the same day, you could see the transcript of what Elon said to his employees and what Stripe said to their employees. So now Stripe didn't anticipate the layoffs, but the guy took responsibility for it in a way that I think strengthened the organization. That's what I mean. Either anticipate it so you don't have to do it or take responsibility that you did it and you learn the lessons…[28:02]I'm not sure we code layoffs as the management failure as they mostly are. And so I treat it, and I'm not saying this with any extra judgment; just learn from it like we do everything else. Like, great, yeah, you went through a layoff, what went wrong, learn from it so that you can avoid it the next time.Curiosity is a cultural artifact11:42 Curiosity is a cultural artifact; it's a cultural behavior. It's a cultural mindset, and when you have it, the symptoms are delightful to you because you're going to get curious about it. So many organizations have the "don't bring me a problem unless you bring me a solution," which is the opposite of curiosity. It's guaranteed not to have very much improvement.Inclusion as an operational superpower41:22: Inclusion, to me, the reason I like it so much, is I know of no other thing that can get me achievement, sentiment boosts, and performance with no new people and no new technology. I find inclusion to be an operational superpower. No new people, no new technology, and business performance and employee engagement skyrocketed.Speed vs. sensibility22:41: When people were writing code, and the code didn't influence individuals, I don't care if you got the code wrong and you wanted to move fast and fix things, and that somehow helps you do faster iterations of code. But when it's humans, personally, it's a worldview. I personally have a problem with it. That's the first thing. The second thing is it seduces you into thinking you are going faster, breaking things along the way, but when you factor in the collateral damage and the rework that you have to do, you're scarcely going faster; you just that somebody else had to pay for it later, and you got the advantage of it today. So, I think it's also misguided.Show Links:Recommended Resources:Little's LawTravis KalanickKarim R. Lakhani | unSILOedServiceNowValerius MaximusThe No-Stats All-Star by Michael Lewis (New York Times)Chris ArgyrisAmy Edmondson | unSILOedAnita TuckerGuest Profile:Faculty Profile at Harvard Business SchoolProfessional WebsiteHer Work:Move Fast and Fix Things: The Trusted Leader's Guide to Solving Hard ProblemsUnleashed: The Unapologetic Leader's Guide to Empowering Everyone Around YouUncommon Service: How to Win by Putting Customers at the Core of Your BusinessFixable podcast

Each Sunday, TED shares an episode of another podcast we think you'll love, handpicked for you… by us. Today: an episode from Fixable, TED's business call-in advice show hosted by leadership experts Anne Morriss and Frances Frei.Multiple deadly crashes, a door flying off mid-flight, a CEO forced to step down Boeing has had more than a few disasters. And in case anyone at Boeing is listening, Anne and Frances have some advice to offer for our first ever "Unsolicited Advice" episode. How can a company redeem itself after so many appalling headlines? Where does the leadership team go from here? Listen for valuable takeaways anyone can learn from on taking "radical responsibility" for an organization's performance. What problems are you dealing with at work right now? Text 234-FIXABLE or email fixable@ted.com to be featured on the show.Transcripts for Fixable are available at go.ted.com/fixabletranscripts Hosted on Acast. See acast.com/privacy for more information.

Each Sunday, TED shares an episode of another podcast we think you'll love, handpicked for you… by us. Today: an episode from Fixable, TED's business call-in advice show hosted by leadership experts Anne Morriss and Frances Frei. Multiple deadly crashes, a door flying off mid-flight, a CEO forced to step down Boeing has had more than a few disasters. And in case anyone at Boeing is listening, Anne and Frances have some advice to offer for our first ever "Unsolicited Advice" episode. How can a company redeem itself after so many appalling headlines? Where does the leadership team go from here? Listen for valuable takeaways anyone can learn from on taking "radical responsibility" for an organization's performance.  What problems are you dealing with at work right now? Text 234-FIXABLE or email fixable@ted.com to be featured on the show. Transcripts for Fixable are available at go.ted.com/fixabletranscripts

Isabel Berwick is a writer and podcaster who focusses on the evolving state of modern work. I've celebrated her podcast Working It many times here (here's her specials on the 4-day week for example, or her special on meeting-free days was essential listening). I love its ability to react rapidly to the biggest news stories of the moment and to drop a snackable episode midweek.I talked to her about her opinions on modern work, going deep on the rapidly changing world of employment and where we're going next.Isabel has a brand new book out, The Future Proof Career, which she says is for everyone who doesn't read books about work but wants to be better at navigating it.Recent episodes you might have missedThe importance of trust at work - and why it's on the declineCharles Duhig on how to be a supercommunicator in your job (and your home life)Can improvements to culture fix a broken NHS trust?The Big Ange effect at Tottenham HotspurFrances Frei on the importance of training managers Become a member at https://plus.acast.com/s/eatsleepworkrepeat. Hosted on Acast. See acast.com/privacy for more information.

Delaney left a fulfilling teaching career to join the tech industry. But after a round of layoffs left her the sole remaining member of her team, she's stopped feeling motivated and wants to start carving out time to pursue the artistic projects that actually inspire her. Needing to feel both invigorated and financially secure, In this episode of Fixable, another podcast from the TED Audio Collective, Delaney turns to Anne and Frances for advice. Through a challenging conversation, they map a plan for Delaney to leave every workday energized and ready to chase her passions. Fixable is TED's business call-in advice show. Frances Frei is a Harvard Business professor. Anne Morriss is a CEO and best-selling author. Anne and Frances are two of the top leadership coaches in the world. Oh, did we mention they're also married to each other? Together, Anne and Frances move fast and fix stuff by talking to guest callers about their workplace issues and solving their problems – in 30 minutes or less. Both listeners and guests will receive actionable insights to create meaningful change in the workplace – regardless of their position on the company ladder. If you want to be on Fixable, call our hotline at 234-Fixable (that's 234-349-2253) to leave Anne and Frances a voicemail with your workplace problem or email fixable@ted.com You can get Fixable wherever you get your podcasts.

#176: Karen Eber is an author, leadership coach and public speaker.  She explains the science behind storytelling, why employees should use stories at work, and the storytelling techniques you can use to advance your career. What you'll learn[2:10] How Karen found her love for storytelling. [6:12] The benefits for employees using stories at work and why storytelling is a powerful tool. [9:34] The science behind how storytelling works. [11:47] A case study of how stories can be used to advance your career. [16:48] The benefits and drawbacks of using the STAR formula. [18:00] How to tell an impactful story in a professional setting. [19:15] How to make what you say about yourself memorable. [21:31] Why you should ask questions in your performance review. [25:20] How the conversations you have in a performance review affects your rating. [28:21] Ways to get your manager to be better at communicating. [29:28] How to use stories to improve the way people see you at work. [32:05] Different storytelling techniques and how to interact with different departments. [35:10] How to transition to a different department in your company. [36:35] Techniques to make your story more impactful. [39:50] A four-part storytelling model. [41:53] The benefits of having your own bank of stories.Resources mentioned in this episodePlease note that some of these are affiliate links and we may get a commission in the event that you make a purchase.  This helps us to cover our expenses and is at no additional cost to you.The Hero's JourneyMove Fast and Fix Things, Frances Frei and Anne MorrisFor the show notes for this episode, including a full transcript and links to all the resources mentioned, visit:https://changeworklife.com/how-to-use-stories-to-elevate-your-career/Re-assessing your career?  Know you need a change but don't really know where to start?  Check out these two exercises to start the journey of working out what career is right for you!Take me to the exercises!Follow us on  Facebook, Instagram, and Twitter.

Harvard Business School professor Frances Frei and Paul English, one of the most imaginative and successful innovators of his generation, discuss how to tell the difference between a good idea and a bad one, the importance of iteration, and taking a systematic (but fast) approach to developing new ideas.

Have you ever felt like something about your identity was getting in the way of your success? On this episode of Fixable, another podcast from the TED Audio Collective, a listener needs help pushing through the resistance she's facing as a woman navigating a male-dominated workplace. Fixable hosts Anne Morriss and Frances Frei discuss what you can do when someone else's bias is standing in your way. Together, the three uncover how you can find your agency in unexpected places – and why you must use it unapologetically. For more of Anne and Frances solving YOUR anonymous workplace issues check out Fixable wherever you get your podcasts. And if you want to be on Fixable, call the hotline at 234-Fixable (that's 234-349-2253) or email fixable@ted.com to leave Anne and Frances a voicemail with your workplace problem.Transcripts for Fixable are available at go.ted.com/fixablescripts. Hosted on Acast. See acast.com/privacy for more information.

Have you ever felt like something about your identity was getting in the way of your success? On this episode of Fixable, another podcast from the TED Audio Collective, a listener needs help pushing through the resistance she's facing as a woman navigating a male-dominated workplace. Fixable hosts Anne Morriss and Frances Frei discuss what you can do when someone else's bias is standing in your way. Together, the three uncover how you can find your agency in unexpected places – and why you must use it unapologetically. For more of Anne and Frances solving YOUR anonymous workplace issues check out Fixable wherever you get your podcasts. And if you want to be on Fixable, call the hotline at 234-Fixable (that's 234-349-2253) or email fixable@ted.com to leave Anne and Frances a voicemail with your workplace problem. Transcripts for Fixable are available at go.ted.com/fixablescripts.

You have probably heard of the “command and control” style of leadership. Stephen M.R. Covey joins Kevin to discuss the alternative – “trust and inspire”. Stephen says we underestimate the importance of trust by at least a factor of 10 if not 100 and highlights the high cost of low trust. Covey outlines five mindset shifts that form a more accurate and complete leadership paradigm (people have greatness in them, people are whole people, there is enough for everyone, leadership is stewardship, and influence is created from the inside out). He also touches on the evolving nature of work and the multitude of choices available to individuals. Listen For 00:00 Introduction 02:35 Covey's Journey and Focus on Trust 08:08 Command and Control vs. Trust and Inspire 12:34 Five Fundamental Beliefs of Leadership 17:53 Shifting Leadership Paradigms 24:41 Personal Anecdotes and Application of Principles 29:44 Closing Meet Stephen Stephen's Story: Stephen M. R. Covey is The New York Times and #1 Wall Street Journal bestselling author of The Speed of Trust, which has been translated into 26 languages and sold over 2 million copies worldwide and the newly released bestseller, Trust & Inspire: How Truly Great Leaders Unleash Greatness in Others, which was named as the #1 Leadership Book of 2022 by the Outstanding Works of Literature Awards. Stephen brings to his writings the perspective of a practitioner, as he is the former President & CEO of the Covey Leadership Center, where he increased shareholder value by 67 times and grew the company to become the largest leadership development firm in the world. A Harvard MBA, Stephen co-founded and currently leads FranklinCovey's Global Speed of Trust Practice. He serves on numerous boards, including the Government Leadership Advisory Council, and he's been recognized with the lifetime Achievement Award for “Top Thought Leaders in Trust” from Trust Across America-Trust Around the World. https://twitter.com/stephenmrcovey https://trustandinspire.com/ https://www.linkedin.com/in/stephen-m-r-covey-6400191a5/ https://www.facebook.com/Stephen-MR-Covey-827918893937580/ Book Recommendations The Speed of Trust by Stephen M.R. Covey Trust and Inspire: How Truly Great Leaders Unleash Greatness in Others by Stephen M.R. Covey  The 7 Habits of Highly Effective People by Dr. Stephen R. Covey Unleashed by Frances Frei and Anne Morriss Move Fast and Fix Things by Frances Frei and Anne Morriss Like this? The 7 Habits Still Matter with Sean Covey Unleashing Empowerment Leadership wth Frances Frei Join Our Community If you want to view our live podcast episodes, hear about new releases, or chat with others who enjoy this podcast join one of our communities below. Join the Facebook Group Join the LinkedIn Group   Leave a Review If you liked this conversation, we'd be thrilled if you'd let others know by leaving a review on Apple Podcasts. Here's a quick guide for posting a review. Review on Apple: https://remarkablepodcast.com/itunes    Podcast Better! Sign up with Libsyn and get up to 2 months free! Use promo code: RLP  

Summary In this episode, Andy interviews author Anne Morris about key concepts from her book Move Fast and Fix Things: The Trusted Leader's Guide to Solving Hard Problems. She emphasizes the importance of building trust and moving fast in change initiatives. Morris introduces the FIX Map, which illustrates the relationship between trust and speed. She also explores the significance of inclusion and the power of storytelling in driving successful change. Additionally, Morris addresses common misconceptions about speed and shares insights on applying Agile principles to change management. Chapters 00:00 Introduction 02:25 Start of Interview 02:44 Discussion on the Phrase 'Move Fast and Break Things' 04:18 Introduction to the FIX Map Model 12:30 The Trust Triangle 15:19 Looking at Change Through Different Eyes 21:10 The Role of Storytelling in Change Initiatives 26:10 Overcoming Skepticism and Maintaining Focus 27:26 The Dangers of Delay and the Need for Action 29:40 The Influence of Agile Principles in Leadership 34:04 The Intersection of Leadership and Parenting 35:57 Andy Comments After the Interview 39:26 Outtakes Learn More You can learn more about Anne and her book at AnneAndFrances.com. And catch her TEDx Talk at https://www.ted.com/talks/anne_morriss_5_steps_to_fix_any_problem_at_work. If you'd like more on this topic, check out my discussion with Anne's co-author Frances Frei in episode 294 where we talk about their book Unleashed. AI for Project Managers and Leaders If you're not actively using AI on a daily basis, you might just be missing out. Join us for our course AI Made Simple. It's specifically tuned to everyday use cases for project managers and leaders. Join other colleagues from around the world who have found it immensely helpful! Thanks! Thank you for joining me for this episode of The People and Projects Podcast! Talent Triangle: Power Skills   The following music was used for this episode: Music: Summer Morning [Full version] by MusicLFiles Free download: https://filmmusic.io/song/11262-summer-morning-full-version License (CC BY 4.0): https://filmmusic.io/standard-license Music: Fashion Corporate by Frank Schroeter Free download: https://filmmusic.io/song/11233-fashion-corporate License (CC BY 4.0): https://filmmusic.io/standard-license

Joanna Hagelberger is currently the Vice President of Customer Success at Rhoads Online, a technology provider of compliance solutions to the insurance industry. Her entire professional career has been in the insurance industry with the last 20 years in insurtech. Joanna is passionate about the customer experience, particularly the benefit a strong account management program can bring to an organization and its customers.  In her current role, Joanna is responsible for ensuring customers and prospects are having the best possible experience with Rhoads. Joanna received her BS and MS in Communication from Florida State University, she is a licenced insurance agent in the state of Michigan and she is a certified Executive Coach.    Questions • Could you share with our listeners a little bit about your journey? How it is that you got from where you were to where you are today? • Can you tell our listeners a little bit about Rhoads Online? What is Rhoads Online? And what value do they bring to their customer base? • Could you tell us maybe three things you've seen as recurring themes that come across being more proactive than reactive in the space that you operate in to ensure that you're able to maximize on customer success? • What are maybe one or two things that you believe as an organisation, especially in the insurance industry, specifically, you would need to be focusing on to ensure that you're setting yourself apart and truly giving the customer more than they expect, and kind of living to what you were saying, trying to predict their needs before they know they even need it. • Could you share with our listeners, what's the one online tool, app or website that you absolutely can't live without in your business? • Could you also share with our listeners, any books that you've read, it could be a book that you've read recently, or even one you read a very long time ago, but it has had a great impact on you. • Now Joanna, can you also share with us what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people. • Where can listeners find you online? • Before we wrap our episodes up, we always like to ask our guests, do you have a quote or saying that during times of adversity or challenge, you will tend to revert to this quote if for any reason you get derailed or you get off track? This quote kind of helps you to get back on track. Do you have one of those? Highlights Joanna's Journey Me: Could you share with our listeners a little bit about your journey? How it is that you got from where you were to where you are today?   Joanna shared that she can tell you that no one as a little girl dreams or as a kid dreams someday I'm going to be working in insurance. So, most people decided, stumble into it somewhere along the way. And hers was a work study position when she was in college as a part of her financial aid, she was given a job working in the Employee Benefits Office at Florida State. And that ended up taking her into their insurance office where they administered their insurance, how their employees got insurance. So, when she got out of grad school, and was looking for a job, she had this insurance knowledge of how the insurance space worked and that landed her with a position of a company that is today known as Willis Towers Watson. It was well as Willis at the time and became just Willis last year, and Madonna. And now has added new names again. So, that has taken her down a path, she's worked for insurance brokers, insurance agencies, insurance companies, third party administrators, she's been on all different sides of the business.  And about 20 years ago, she had the opportunity to jump to the other side of the business, and work in insurance technology, where insurance historically has been a very paper based, manual, difficult industry where everything is delivered by paper, every form is completed with pen and paper. And this company was working to build automation with insurance producers, the people that actually sell the insurance, the insurance agencies and the insurance companies, and how they communicate with the State Departments of Insurance. And that's pretty much how she ended up where she is today, just have grown over time.   What is Rhoads Online? Me: Can you tell our listeners a little bit about Rhoads Online? What is Rhoads Online? And what value do they bring to their customer base?   Joanna shared that just as she said that that insurtech that she went to 20 years ago, Rhoads is in that same space. So, what they do is help insurance companies and agencies predominantly connect those insurance producers, the people that are selling insurance, get them contracted, and make sure that they are appropriately licensed and credentialed to sell the insurance that they're selling before they do. Because if an individual sells a policy and they are not properly credentialed, they don't have all of the licenses contracts, and the insurance company hasn't told the state that that person is selling for them, then the insurance company gets in trouble. So, making that all of those ducks are in a row and everything is in order, it keeps the insurance company off the front page of the Wall Street Journal and allows them to sell compliantly and make sure that the consumer is protected when they do it.   Being Proactive Than Reactive to Ensure You Maximize on Customer Success  Me: Now, a big part of what you do is customer success. And of course, that's typically ensuring that the client is getting exactly what they want and desire. Not sure if this is a call that you made, or it's just something that you live by as a mantra, but it states, “You can't just be reactive, you have to be proactive, predicting their needs before they even realize it.” So, could you tell us maybe three things you've seen as recurring themes that come across being more proactive than reactive in the space that you operate in to ensure that you're able to maximize on customer success?   Joanna shared that she thinks this is in any industry, it's not specific to what she does. But customer service to her is something that is tactical and reactive. If you think about customer service, and customer service is something we all interact with, probably with a little bit of dread and we hope that it's a good experience that we're opening a Chatbot or we're sending in an email or opening a ticket, or calling an 800 number. And we hope that for whatever reason we're calling that number that whatever the issue is, is resolved. We want it to be resolved quickly and painlessly and to whatever satisfaction we hoped it would be.   And again, it's very reactive, it is in response to whatever I as the consumer is bringing forward to that company, or as the customer, if it's B2B or B2C, it doesn't matter, customer service is about fixing that one little thing that the person calling in has announced needs fixing. Where customers success to her is, is the opposite of that. It isn't reactive, and it isn't tactical. The important thing is that we're being proactive, that we're getting in front of the customer, and being intentional about having strategic conversations. Because as the company is moving forward, and as they're growing, they want to make sure that that path forward and that growth is aligned with the path forward and the growth of their customers.  If their development team builds a brand new piece of functionality, and no one uses it, then that has been a waste of time of their development team number one, but also the opportunity costs that's lost, because they didn't build something that their customers would have really liked, what they would have used and what they would have needed. So, it is all about being proactive, and being strategic. And what she means by strategic is simply looking further ahead. It's not what's happening in the moment right now, it's where are we going together and making sure that those things stay aligned as they continue to move forward.  Because what her goals are and what she's trying to accomplish in six months, a year, three years, five years, those are going to keep changing as time moves forward. So, making sure that they keep having those conversations, leaving those lines of communication open, sharing what's going on in the industry, and what's going on in their customers' business, as well as what's going on in her business, that's how they all move forward and stay aligned.   Organization Setting Themselves Apart and Giving Customers More Than They Expect Me: Now, you've been an insurance for over two decades, Joanna, and I'm sure you've seen lots of ups and downs, hills and gullies kind of thing. But in your own experience, especially as we're moving forward embarking on a new calendar year, what are maybe one or two things that you believe as an organization, especially in the insurance industry, specifically, you would need to be focusing on to ensure that you're setting yourself apart and truly giving the customer more than they expect, and kind of living to what you were saying, trying to predict their needs before they know they even need it.   Joanna stated that she really thinks the big thing, especially in the insurance industry, is that the Googles and Amazons of the world have set an expectation for across all industries, that technology is easy to use that “I should be able to get the answers to my questions with the click of a button and with the phone that's in my hand, I shouldn't have to go to the horror, a real computer, I should be able to from a mobile device, be able to do anything that I should need to be able to do with any business partner of mine from my phone.” So, she really thinks that that expectation is where the insurance industry needs to focus.  There's so much talk about AI and Blockchain and Chatbots and all of the magical technology that's out there. But if we can't meet the basic table stakes of being able to get a quote for insurance from her phone, then that insurance company will not be able to succeed. If she is standing on the side of the road and I live in Michigan in certain times of the year and they hit deer, it happens and if she's on the side of the road because she's just hit a deer or had any kind of an accident. If she can't pull out her phone and initiate that claim from her phone, she's not going to stay with that insurance company because they haven't met her need when she needed them. So, being able to meet those basic needs from core technology is where the insurance industry needs to focus right now.    App, Website or Tool that Joanna Absolutely Can't Live Without in Her Business When asked about an online resource that she cannot live without in her business, Joanna shared that she has a couple. Because of what she does, the CRM that they use, that's how she keeps her pulse on what's going on in their business. So, they happen to use Salesforce. But she's used HubSpot in the past, and there are other great CRMs out there. But the most important thing is having one central repository to be able to see everything that's going on to the lifecycle of your customer. If you're working in customer experience and you can't see what's going on with your customers, and you're trying to use an Excel spreadsheet or some other form of technology, there's just no way to get that 360 degree view. But personally, within customer success, there is an amazing website called kapta.com. And kapta.com is a technology that integrates with your CRM, not what she's endorsing here, she's sure it's great, but she's not actually used that technology, but the number of resources that Kapta has on their website to help people that work in key account management, whatever form of that that is you work in, they have so many resources available to help account managers be successful with their customers, and to help organisations and leaders know how to help their account managers be successful. So, Kapta is amazing.  And then specifically in her industry, insurtech Connect, ITC has a six things newsletter that is just incredible. It keeps you informed of everything that could be going on in the insurance industry that has anything to do with technology. And it's an interesting read for anyone.   Books that Have Had the Biggest Impact on Joanna When asked about books that have had a great impact her, Joanna shared that there are two that she finds herself going back to over and over and over again. And the first one is Start with Why: How Great Leaders Inspire Everyone to Take Action by Simon Sinek, it helps from an organizational perspective, as well as on an individual perspective. Whether you're working with customers, with employees, “Knowing the Why of why you do what you do.”  And a common theme in her world is, it's not about you. It's not about her, it's not about what she's doing. It's about the customer, and it's about the employee and why they do what they do. And if we can be other focus and know why people are motivated to do the things that they do. And to know what our Why is and why we get up each morning and why we're helping our customers and why these things matter. She's listened to Simon's podcast, and it's just brilliant. And that all started with Start with Why for her. The second one is a book called Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You, it's by Anne Morriss and Frances Frei. And it's all about empowerment, and when you're working in account management or customer success or customer service, this is a tough job, it's a tough job where the people in this space spend a lot of time getting yelled at oftentimes, and they're trying to make the customer's world a better place. And when you can come from a perspective of empowering those people to be successful, to have the ability to make the decisions that makes the customer's world a better place, it's better for the customer, it's better for the company, and it's better for the human that gets to make those decisions. If they sit there all day every day saying, “I'm sorry, I don't know. But I'll check on that and get back to you.” That's a very difficult space to be in. So, being able to empower people is their greatest version of themselves, it's really powerful and it's really a game changer.   What Joanna is Really Excited About Now! When asked about something she's really excited about, Joanna shared that this year, she got the opportunity to spend some time really diving into the Enneagram. And if the listeners aren't familiar with the Enneagram, it's a personality assessment type of profile that looks at why people behave the way that they do. So, Enneagram have types, you do an assessment, it gives you a direction on what your type may be. And then you do some more homework and you confirm that that is your type.  And Beatrice Chestnut, wrote a book called The Complete Enneagram: 27 Paths to Greater Self-Knowledge. And she's really had the opportunity to pour into that and what she loves about it is it doesn't matter what part of your life you're looking at, whether it's about your employees, your boss, your co-worker, any other co-workers, your spouse, your kids, family members, customers, it doesn't matter, being able to get insight into what charges people up, what gets them to behave the way that they do. And then when they're doing well, why you might see some other characteristics where when they're feeling stressed, or things are difficult, you can look for other traits that might come in. It has been incredibly insightful, and she feels like reading Beatrice's book has been a college level course on this. But the amount of insight that it's given into people. And then the other thing that is maybe a little bit more approachable to people rather than reading a giant textbook is Ian Cron has a podcast called Typology that is just fascinating, where he talks to people with different Enneagram types, and about how they interact with the world. And it's just fascinating and it's been so much fun to learn this year.   Where Can We Find Joanna Online LinkedIn – Joanna-Hagelberger Website – www.rhoadsonline.com   Quote or Saying that During Times of Adversity Joanna Uses  When asked about a quote or saying that she tends to revert to, Joanna shared that she does have, Maya Angelou, which she's sure many of our guests have quoted, because she's very quotable. This is how she hears it in her head is that, “People will forget what you said and did but people will never forget how you made them feel.” And she feels like when we're dealing, this is all about customer experience. And if we can just remember that how we make our customers feel and how they experience us makes all the difference in the world.    Me: Amazing. Thank you so much, Joanna, for taking time out of your very busy schedule, and hopping on this podcast with us today and sharing all of the great insights that you've learned and just best practices that you've taken on as an individual as a customer service practitioner in your own right, especially in your industry. And just looking at some opportunities that we can strengthen, building out our customer success teams and actually giving customers as you had stated earlier, giving them what they need before they even know that they need it and I thought that was really brilliant. So, thank you so much again.    Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Links •     Start with Why: How Great Leaders Inspire Everyone to Take Action by Simon Sinek •     Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You by Anne Morriss and Frances Frei •     The Complete Enneagram: 27 Paths to Greater Self-Knowledge by Beatrice Chestnut    The ABC's of a Fantastic Customer Experience   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners  Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Frances Frei: Move Fast & Fix Things Frances Frei is a professor at Harvard Business School. Her research investigates how leaders create the context for organizations and individuals to thrive by designing for excellence in strategy, operations, and culture. She regularly works with companies embarking on large-scale change and organizational transformation, including embracing diversity and inclusion as a lever for improved performance. In 2017, Frances served as Uber's first senior vice president of leadership and strategy to help the company navigate its very public crisis in leadership and culture. Her partner Anne Morriss and her are the authors of Uncommon Service and The Unapologetic Leader's Guide to Empowering Everyone Around You. They are also hosts of Fixable, a leadership advice podcast from the TED Audio Collective, and they are recognized by Thinkers50 as among the world's most influential business thinkers. Their newest book is Move Fast & Fix Things: The Trusted Leader's Guide to Solving Hard Problems*. A lot of us assume that going fast is reckless. There are certainly times when that's the case, but it's also true that leaders going too slow at the wrong time can make things worse. In this conversation, Frances and I discuss how to do a better job of moving quickly when it's time to address the toughest problems. Key Points Many of us believe that going fast is reckless and going slow is righteous. While there are times that is true, there are many examples where it's not. The fastest way to speed up your company is to empower more people to make more decisions. Dare to be bad at something. Deciding what not to address allows you to go faster at what you're best at. Two key elements of completing work are work-in-progress and cycle time. Most leaders address cycle time first and miss the more substantial work-in-progress opportunities. Create a way to fast-track projects that become important and build this into the culture of the organization. Resources Mentioned Move Fast & Fix Things: The Trusted Leader's Guide to Solving Hard Problems by Frances Frei and Anne Morriss Interview Notes Download my interview notes in PDF format (free membership required). Related Episodes The Way to Turn Followers Into Leaders, with David Marquet (episode 241) How to Solve the Toughest Problems, with Wendy Smith (episode 612) How to Approach a Reorg, with Claire Hughes Johnson (episode 621) Discover More Activate your free membership for full access to the entire library of interviews since 2011, searchable by topic. To accelerate your learning, uncover more inside Coaching for Leaders Plus.

Professor Frances Frei is the biggest brain in the field of workplace culture and I was delighted to get another opportunity to talk to her.She explains the one thing that firms should do to fix their cultures (spoiler: train their managers), why she thinks inclusion is a more important element of culture than just diversity.The previous episode with Frances FreiFrances and Anne's podcast FixableFrances' and Anne Morriss' new book Move Fast and Fix ThingsSign up for the newsletter Quotes from the book that I cited: “One way to build cynicism quickly in an organisation, something we see all the time, by the way - is to ask people for their input and then do very little with the information they give you (and take a long time to even do that)'Robert McDonald, former CEO of P&G “Organisations are perfectly designed to get the results they get… if you don't like the results you need to change the design”. We're often asked for a summary of how to build a workplace where everyone feels welcome. Our short answer is to recruit great people you don't already know, give them interesting work to do, and invest in them as if your company's future depends on it. If they deserve a promotion, give it to them in a timely man-ner. Don't make them wait. Don't make them go to a competitor to get the role, title, and decision rights they already earned on your watch. And in the name of all that is right and just in the world, pay them fairly and equitably for the work they do.” Become a member at https://plus.acast.com/s/eatsleepworkrepeat. Hosted on Acast. See acast.com/privacy for more information.

In this conversation with Frances Frei, Professor of Technology and Operations Management at Harvard Business School, we ideas leaders can use to move fast, build trust, and accelerate excellence at work.Modern Mentor is hosted by Rachel Cooke. A transcript is available at Simplecast.Have a question for Modern Mentor? Email us at modernmentor@quickanddirtytips.com.Find Modern Mentor on Facebook, Twitter, and LinkedIn, or subscribe to the newsletter to get more tips to fuel your professional success.Modern Mentor is a part of Quick and Dirty Tips.Links: https://www.quickanddirtytips.com/https://www.quickanddirtytips.com/modern-mentor-newsletterhttps://www.facebook.com/QDTModernMentorhttps://twitter.com/QDTModernMentorhttps://www.linkedin.com/company/modern-mentor-podcast/https://www.leadabovenoise.com/ 

When it comes to solving complicated problems, the default for many organizational leaders is to take their time to work through the issues at hand. Unfortunately, that often leads to patchwork solutions or problems not truly getting resolved. Instead, Anne Morriss offers a different framework: to increase trust and transparency and the speed of execution to truly tackle big problems. Morriss is an entrepreneur, leadership coach, and founder of the Leadership Consortium. With Harvard Business School professor Frances Frei, she wrote the new book, Move Fast and Fix Things: The Trusted Leader's Guide to Solving Hard Problems.

WorkLife will be back for Season 6 in September. Until then, check out this preview of Fixable, a new work call-in podcast from the TED Audio Collective. Harvard Business School professor Frances Frei and her wife, CEO and bestselling author Anne Morriss, host unfiltered conversations to help solve everyday organizational challenges—big and small. If you want to be on Fixable, email fixable@ted.com or call our hotline at 234-Fixable (that's 234-349-2253) to leave Anne and Frances a voicemail with your workplace problem. You can listen to Fixable wherever you're listening to this.

This is an episode of Fixable, a new business call-in podcast from the TED Audio Collective hosted by Harvard Business professor Frances Frei and CEO and best-selling author Anne Morriss. Kelli is a nurse at a leading teaching hospital where communication issues are not only leading to resentment – they could also be affecting patient care. After hearing from Kelli about the larger problems at play in the healthcare space, Anne and Frances discuss the link between communication and transparency and guide Kelli into taking matters into her own hands. If you want to be on Fixable, call the hotline at 234-Fixable (that's 234-349-2253) to leave Anne and Frances a voicemail with your workplace problem -- or email them at fixable@ted.com