Podcasts about talking when stakes

Thinking about the best hire for your business? Look no further - it's a CFO! In this episode, Deborah sits down with Ahuva Gruen, a seasoned fractional CFO who has helped countless businesses achieve financial clarity, scalability, and success. Tune in now and discover why this role might be the game-changer your business has been waiting for! Here are the things to expect in the episode:What is a fractional CFO?The difference between a regular CFO and a fractional CFO.Why hiring a fractional CFO might be the best financial decision for your business.Common challenges that most small businesses face.Specific examples of how Ahuva helped clients improve their businesses.And much more! About Ahuva:Ahuva is a seasoned Fractional CFO with over 20 years of experience, dedicated to transforming businesses and unlocking their financial potential. Leveraging her CPA and CFO expertise, she provides clarity to entrepreneurs, helping them optimize pricing, secure financing, and eliminate obstacles. As the founder of her own business, Ahuva partners with clients as a strategic advisor, empowering them to achieve growth, profitability, and long-term success through informed financial decisions and visionary guidance. Connect with Ahuva Gruen!Website: https://www.agfinancialcpa.com/LinkedIn: https://www.linkedin.com/in/ahuvagruen/ Book Recommendations:Who Not How: The Formula to Achieve Bigger Goals Through Accelerating Teamwork by Dan Sullivan and Benjamin Hardy Great at Work: The Hidden Habits of Top Performers by Morten T. Hansen Crucial Conversations: Tools for Talking When Stakes are High by Al Switzler, Ron McMillan, Joseph Grenny, Emily Gregory, Kerry Patterson   Connect with Deborah Kevin:Website: www.deborahkevin.comSubstack: https://debbykevin.substack.com/Instagram: www.instagram.com/debbykevinwriterLinkedIn: https://www.linkedin.com/in/deborah-kevin/Book Recommendations: https://bookshop.org/shop/storytellher Check out Highlander Press:Website: www.highlanderpressbooks.comTikTok: https://www.tiktok.com/@highlanderpressInstagram: https://www.instagram.com/highlanderpressFacebook: https://www.facebook.com/highlanderpress

Today, we're diving into a book that every small business owner needs on their shelf—Crucial Conversations: Tools for Talking When Stakes Are High. If you've ever been in a situation where emotions are high, stakes are enormous, and you have no idea what to say, this book has answers. And as small business owners, those moments come up all the time.

The Canadian Hydrogen Association's President and CEO, Ivette Vera-Perez, in conversation with Francis Bradley about the hydrogen industry in Canada today, what the value chain looks like, the rainbow of different types of hydrogen, and what we are using hydrogen for, including mobility. They also talk about the future of hydrogen and the need for investment tax credits, regulatory alignment, and infrastructure development to support hydrogen's role in decarbonization and economic growth. They close the conversation with a recommendation for a book to add to the Flux Capacitor Book Club. Canadian Hydrogen AssociationIvette Vera-Perez at the Canadian Hydrogen AssociationIvette Vera-Perez on LinkedInBook recommendation:Crucial Conversations: Tools for Talking When Stakes are High, by Kerry Patterson, Stephen R. Covey, Joseph Grenny, Ron McMillan and Al Switzler

Giving constructive feedback is one of the best ways to help people grow and keep teams aligned. Yet, many people I work with struggle with giving constructive feedback effectively - including me earlier in my career! This short 7-minute video will explain a few reasons why leaders struggle and the unintended bad consequences that occur when they don't share feedback well. Also, learn a simple 3-step framework that will positively transform your ability to give effective feedback, enabling you to do so regularly and comfortably. Jamie refers to this book, Crucial Conversations: Tools for Talking When Stakes are High by Joseph Grenny and Kerry Patterson. Executive Access is produced by The Ideal Life, a platform that provides coaching, community, and content for people to grow both personally and professionally.

We welcome back Dr. Peter Kwasniewski to discuss active receptivity, worship, and common objections to the Traditional Latin Mass using his latest book with TAN Books. How can we avoid the tragic pitfalls that occur too often when having discussion about liturgy?   Show Notes Turned Around: Replying to Common Objections Against the Traditional Latin Mass Tradition and Sanity by Dr. Peter Kwasniewski | Substack Dr. Peter Kwasniewski | Website “We May Not Fully Understand…” Reality Beyond Words: Or, Why It Is Better Not to Understand Everything Immediately — Part 1 | Tradition & Sanity by Dr. Peter Kwasniewski Incomprehension, Wonder, and the Search for Truth: Or, Why It Is Better Not to Understand Everything Immediately — Part 2 | Tradition & Sanity by Dr. Peter Kwasniewski Vindicating Mystery Against Its Rationalist Enemies: Or, Why It Is Better Not to Understand Everything Immediately — Conclusion | Tradition & Sanity by Dr. Peter Kwasniewski Ministry or Apostolate?: What Should the Catholic Laity Be Doing - Russell Shaw Crucial Conversations: Tools for Talking When Stakes are High, Third Edition iCatholic Mobile The Station of the Cross Merchandise - Use Coupon Code 14STATIONS for 10% off | Catholic to the Max Read Fr. McTeigue's Written Works! Listen to Fr. McTeigue's Preaching! | Herald of the Gospel Sermons Podcast on Spotify Visit Fr. McTeigue's Website | Herald of the Gospel Questions? Comments? Feedback? Ask Father!

Ever been accused of being a bully? Or of being terrifying? Maybe not. But maybe you have experienced feedback that has shocked you because it was not what you intended. The void between what we want to communicate and how our communication lands can be enormous. Most of us haven't had the opportunity to learn about how we feedback and challenge. And when this vital part of developing communication skills is missing, it's left to chance that our ability to engage with others matches what we want.Now imagine you're the person lower down the hierarchy trying to give feedback to that person with power. Whether we like it or not, hierarchies exist and they often become barriers to people speaking up. In this conversation with Miranda Williams we explore how to reduce those walls. We unpick strategies for both bosses to reduce their sense of authority, and those in their teams to step up and and use their own power. In this episode of the Beyond the Water Cooler podcast, Miranda shares many stories from her own experience, identifying times she has got it wrong, how she has put it right, and what she has learnt on her journey to becoming the self-aware person she is today. Miranda's stories will resonate - they're about being human and navigating the uncertain and uncomfortable territory of challenging conversations. How actively are you embracing the opportunity to develop your practice and to empower those around you? If you want to continue the conversation, reach out to us. More about Miranda:Miranda Williams has 20+ years of leadership and management experience in the pharmaceutical and healthcare industry, with a strong focus on process improvement within Supply Chain Operations. She is a trained executive coach, and now runs her own coaching and consultancy practice. Miranda specialises in empowering individuals and teams to enhance their development, with particular focus in building confidence, fostering team dynamics, and improving influence and relationships within organisations.Links to contact Miranda:LinkedIn: Miranda WilliamsResources & ReferencesLeadership Labs | It's Time for Change (itstimeforchange.co.uk)Team discussion frameworks to help some conversations happen more easily:itstimeforchange.co.uk/team-discussion-frameworkitstimeforchange.co.uk/stress-mappingCrucial Conversations: Tools for Talking When Stakes are High, Third Edition Hardcover – 18 Nov. 2021 (amazon.co.uk)Watch this episode on YouTubeFor free resources that you can use for yourself or your team, check out: itstimeforchange.co.uk/category/resourcesTo be on the receiving end of new, free, downloadable resources, join the club here: itstimeforchange.co.uk/jointheclubContact details for Lisa LLoyd:LinkedIn: www.linkedin.com/in/lisapsychologyWebsite: itstimeforchange.co.ukSign up to be kept in the loop:

We welcome back Sarah Cain, known as The Crusader Gal to discuss managing expectations and not lowering our guard as a result of the recent election outcome. How can we have both productive and charitable discussions during the upcoming holiday season? Father finishes with Timely Thoughts.   Show Notes Hope, But Not Complacency - by Sarah Cain Divided Tables: Morality and Politics at Thanksgiving  The Constitution Won't Save Us Forever - by Sarah Cain  Crucial Conversations: Tools for Talking When Stakes are High, Third Edition iCatholic Mobile The Station of the Cross Merchandise - Use Coupon Code 14STATIONS for 10% off | Catholic to the Max Read Fr. McTeigue's Written Works! Listen to Fr. McTeigue's Preaching! | Herald of the Gospel Sermons Podcast on Spotify Visit Fr. McTeigue's Website | Herald of the Gospel Questions? Comments? Feedback? Ask Father!

Have you ever been in a situation where you need to have a crucial conversation, but opinions are strong, stakes are high and emotions are rolling like Niagara falls?  We try to handle conflict God's way using Matthew 18, but how many times does it seem like our approach fails miserably and we either can't solve the problem? We make it worse by hurting others or by trying to keep ourselves from being hurt. In today's episode, we are doing a review of the book Crucial Conversations - Tools for Talking When Stakes are High. by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler.  Listen now to find out why you should add this tool to your leadership repertoire!   James 1:19-20  Be quick to listen, but slow to speak. And be slow to become angry Find it here on Amazon - https://a.co/d/7iy42lo   Next Steps:  Schedule a coaching call:  https://calendly.com/leadyourhomeschoolco-op/coaching-call?month=2024-03 Join our Facebook group- Lead Your Homeschool Co-op https://www.facebook.com/groups/72507320516066 Become a Lead Your Homeschool Co-op Insider and get first dibs on valuable resources to help you lead, organize, and connect your community.   https://www.homeschoolcommunitybuilders.com/  

Most of us start off on the blending journey with some ambiguity about how to deal with the complex dynamics that will come as families merge.It usually doesn't take long before you're blindsided by the reality that there's SO MUCH MORE to blending than first anticipated.  Feelings of overwhelm, frustration, and disappointment might hit and you realize you're not as prepared as you thought. If you're seriously dating, contemplating marriage, engaged, newly married or getting ready to merge and move everyone under one roof — or if you've been on your blended journey for a while and you just need to get back to the basics……this episode is for you!Discover in ADVANCE what you can do to prepare for your blend and avoid the common "easy wrong turns" that often create confusion, resentment, tension, conflict, and disconnection in blended families.  Hop into this episode to learn best practices, helpful strategies, and understand the basics of blending so that you can set your family up for the best possible experience!You'll Discover:The advantage of preparing in ADVANCE for blended family lifeBasics for blending that build a healthy foundation so that everyone in your home can experience the best possible outcomes How to avoid the 'easy wrong turns' that lead to confusion, resentment, relational tension, painful conflict, and disconnection for blended families Resources from this Episode:CLICK HERE to receive a curated list of episodes that take a deeper dive into today's A.D.V.A.N.C.E. topicsBook: Crucial Conversations  - Tools for Talking When Stakes are HighJoin our Blending Together CommunityReady for some extra support?We all need some extra support along the blending journey — we're here to help.  You can connect with us for a free coaching call to see how we might help you experience more clarity, confidence and connection in your home.  Schedule your free call here:  https://calendly.com/mikeandkimcoaching/freesessionSubscribe or Follow the Show Are you subscribed or following the podcast yet?  If not, we want to encourage you do that today so you don't miss a single episode.  Click here to subscribe in Apple PodcastsClick here to follow on SpotifyLeave a Review in Apple PodcastsIf you're feeling extra helpful, we would be so grateful if you left us a review over on Apple Podcasts too. Your review will help others find our podcast — plus they're fun for us to read too! :-)  Just click here to review, select “Ratings and Reviews” and then select “Write a Review” — let us know what your favorite part of the podcast is.  Thank you, we really appreciate your feedback!Are you ready to join the Blending Together Community? Click this link: https://www.blendedfamilybreakthrough.com/blendingtogether

Effective communication is the backbone of any successful legal practice. On this episode of Great Practice, Great Life, we tackle some of the most pressing issues that can impact team dynamics and performance. Steve brings in expert practice advisor Lori Pulvermacher to share her insights on managing difficult conversations, reducing conflict, and maintaining high standards within a law firm. From addressing tardiness and quality control to navigating the sensitive topic of workplace attire, we explore practical strategies to create a positive and collaborative work environment while ensuring top-notch client service. We also discuss the complexities of setting clear expectations professionally and personally, highlighting the importance of transparency and communication. Lori and Steve delve into the challenges managers face when delegating tasks and empowering their teams, focusing on addressing dress code conflicts, especially with younger employees. Learn how to navigate these tricky conversations without causing discomfort or risking misinterpretation, and understand how the current employment climate influences these interactions. Finally, we explore effective strategies for addressing performance issues and developing employees for long-term success. Discover how to handle chronically tardy or error-prone team members, leveraging tools like AI to improve work quality, and the importance of empathetic communication and continuous follow-up. Lori shares her expertise in recognizing potential in employees, providing growth trajectories, and the essential skill of mastering conflict resolution. Tune in to gain valuable tips and resources that can help you balance your life, grow your practice, and maintain high standards of client service. In this episode, you will hear: Insights on managing team dynamics, handling difficult conversations, and maintaining high standards in a law firm The importance of transparency in both professional and personal contexts, with a focus on delegating tasks and addressing dress code conflicts Strategies for managing chronic tardiness and errors, using AI tools for quality improvement, and providing constructive feedback Techniques for understanding underlying causes of tardiness and errors and the importance of continuous follow-up Recognizing potential in employees, offering growth trajectories, and investing in professional development Tips for leaders to manage difficult conversations, improve self-awareness, and use tools like DISC and Atticus How modern workplace dynamics influence communication and conflict resolution strategies Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. If there's a topic you would like us to cover on an upcoming episode, please email us at steve.riley@atticusadvantage.com. Supporting Resources: Lori Pulvermacher: Practice Advisor: atticusadvantage.com/our-team/lori-pulvermacher Group Coaching Programs: atticusadvantage.com/what-we-do/coaching-growth-programs One-on-One Coaching: atticusadvantage.com/what-we-do/tailored-coaching/one-on-one-coaching DISC Assessment: atticusadvantage.com/disc-assessment Great Practice. Great Life.® by Atticus® – 050: Why I Love Conflict with Lori Pulvermacher: atticusadvantage.com/episode050 Book: Fierce Conversations: Achieving Success at Work and in Life One Conversation at a Time: www.amazon.com/Fierce-Conversations-Achieving-Success-Conversation/dp/0425193373 Book: Crucial Conversations: Tools for Talking When Stakes are High: www.amazon.com/Crucial-Conversations-Tools-Talking-Stakes/dp/1260474186 Great Practice. Great Life. by Atticus – 030: Well, What Did You Expect? With Glenn Finch: atticusadvantage.com/episode030 Great Practice. Great Life. by Atticus – 017: It's All Your Fault with Megan Hunter – Part 1: atticusadvantage.com/episode017 Great Practice. Great Life. by Atticus – 018: It's All Your Fault with Megan Hunter – Part 2: atticusadvantage.com/episode018 Episode Credits If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com Let them know we sent you.

In this episode, Dr. Zanotti covers temporary pacing in the ICU. he is joined by Dr. Christopher Noel, a Critical Care Attending at Cooper University Healthcare, and an Assistant Professor of Medicine at Cooper Medical School of Rowan University. In addition, Dr. Noel is the Associate Program Director for the Critical Care Medicine Fellowship and the Director of the Medical Student Critical Care Clerkship. Additional resources: Temporary Epicardial Pacing After Cardiac Surgery. Cronin b, et al. Journal of Cardiothoracic and Vascular Anesthesia 2022: https://pubmed.ncbi.nlm.nih.gov/36180288/ Temporary epicardial pacing after cardiac surgery: a practical review. Part 1: General considerations in the management of epicardial pacing. M.C. Reade. Anesthesia 2007: https://pubmed.ncbi.nlm.nih.gov/17300304/ Temporary epicardial pacing after cardiac surgery: a practical review. Part 2: Selection of epicardial pacing modes and troubleshooting. M.C. Reade. Anesthesia 2007: https://pubmed.ncbi.nlm.nih.gov/17381573/ Medtronic Educational Resources on Temporary Pacemakers: https://www.medtronic.com/us-en/healthcare-professionals/products/cardiac-rhythm/pacemakers/temporary-external-pacemakers.html Books mentioned in this episode: Crucial Conversations: Tools for Talking When Stakes are High. By Joseph Grenny, et al.: https://bit.ly/3XWFo0d The Mutiny on the Bounty. By Peter FitzSimons: https://bit.ly/4cwGkNb

Join Robby as he welcomes Brit Myers to the podcast. Brit, currently thriving as the VP of Engineering at System Initiative, discusses the intricacies of maintaining software. She emphasizes the importance of navigable software, where the ease of tracing the code and understanding its structure is paramount. Brit highlights the significance of clear naming conventions and inline documentation, as they help in maintaining a cohesive narrative within the software. The conversation touches on the challenges posed by discrepancies in vocabulary between product management and engineering, and how glossaries can bridge these communication gaps. Brit advocates for the use of glossaries more as a reflective tool rather than a proactive one, given the dynamic nature of software development. She also delves into strategies for managing legacy code and technical debt, proposing a pragmatic approach where wrapping and modularizing legacy components can mitigate risks. She discusses the balance between immediate feature delivery and long-term code health, stressing the importance of aligning technical risks with business objectives. The episode explores the impact of company culture on development practices, the benefits of synchronous work environments, and the evolving landscape of DevOps. Tune in to tap into Brit's valuable wisdom.Book Recommendation:Crucial Conversations: Tools for Talking When Stakes are High By Kerry Patterson, Stephen R. Covey, Joseph Grenny, Ron McMillan, and Al SwitzlerHelpful Links:System InitiativeBrit on LinkedInSPACE FrameworkDORA metricsThanks to Our Sponsor!Turn hours of debugging into just minutes! AppSignal is a performance monitoring and error tracking tool designed for Ruby, Elixir, Python, Node.js, Javascript, and soon, other frameworks. It offers six powerful features with one simple interface, providing developers with real-time insights into the performance and health of web applications. Keep your coding cool and error-free, one line at a time! Check them out! Subscribe to Maintainable on:Apple PodcastsSpotifyOr search "Maintainable" wherever you stream your podcasts.Keep up to date with the Maintainable Podcast by joining the newsletter.

In Let's Talk About This, Father McTeigue once again opens up the mailbag to answer listener questions. Keep sending in questions to our Ask Father page to get in for next time! Father finishes with Weekend Readiness to help you prepare for the upcoming Sunday Mass.   Show Notes Ask Father McTeigue 2024 Spring On-Air Appeal - Day 1 Ask Father McTeigue 2024 Spring On-Air Appeal - Day 2 Ask Father McTeigue 2024 Spring On-Air Appeal - Day 3 Ask Father McTeigue 2024 Spring On-Air Appeal - Day 4 Ask Father McTeigue 2024 Spring On-Air Appeal - Day 5 The FAQs: The Johnson Amendment and Political Speech in Churches Address of Senator John F. Kennedy to the Greater Houston Ministerial Association. | Sept. 12, 1960  Real Philosophy for Real People: Tools for Truthful Living - Audiobook Now Available! The Five First Saturdays Devotion Crucial Conversations: Tools for Talking When Stakes are High, Third Edition Canon Law & Confession (Fr. Gerald Murray) 4/17/23 Ten Commandments for the Scrupulous (2013) The Doubting Disease: Help for Scrupulosity and Religious Compulsions - Joseph W. Ciarrocchi The Once and Future Roman Rite: Returning to the Traditional Latin Liturgy after Seventy Years of Exile Theology and Sanity - Frank Sheed  Masterpieces Saved from Notre Dame Fire Now Restored and Back on View: It's ‘Miraculous' Princeton 'Hunger Strikers' Complain University Isn't Monitoring Their Vital Signs | ZeroHedge Religious symbols to disappear from Warsaw council offices - English Section - polskieradio.pl The Stolen White Elephant, by Mark Twain Read Fr. McTeigue's Written Works! Listen to Fr. McTeigue's Preaching! | Herald of the Gospel Sermons Podcast on Spotify Visit Fr. McTeigue's Website | Herald of the Gospel Questions? Comments? Feedback? Ask Father!

Bob encourages us that even though we all have "hurts, hang-ups, and habits," Jesus is right there with us to help us and grow us. Bob shares insights gained from Celebrate Recovery, a Christ-centered 12-step ministry he led at his church. He also shares the joys of leading a gratitude class at his local rescue mission and talks candidly about codepency and an alcoholic dad, marriage counseling, emotional maturity, and intentional discipleship. So many gems! Show Notes: *Bob references Nick Vujicic's talk about bullying: https://www.youtube.com/watch?v=l91cgdFCkJ0 *He also mentions the Bible Project videos: https://bibleproject.com/ *Ellen recommends the book, Crucial Conversations: Crucial Conversations: Tools for Talking When Stakes are High.

It's another book club episode! Kiera reviews Crucial Conversations: Told for Talking When Stakes are High, which gives guidance on how to speak effectively with others — personally, professionally, whatever. She also touches on how to host the ideal book club for your office. Find the full book club rundown here! Episode resources: Reach out to Kiera: hello@thedentalateam.com  Practice Momentum Group Consulting Subscribe to The Dental A-Team podcast Become Dental A-Team Platinum! Review the podcast

In this episode of Moonshots Podcast, we dive deep into mastering crucial conversations.Delve into the key concepts from the book "Crucial Conversations: Tools for Talking When Stakes Are High" by Joseph Grenny, Kerry Patterson, Ron McMillan, Al Switzler, and Emily Gregory. By the end, you'll have practical insights and tools to confidently tackle even the most challenging conversations.Buy The Book on Amazon https://geni.us/XkTiAjSGet the summary https://www.apolloadvisor.com/summary-crucial-conversations-by-joseph-grenny-et-al/Become a Moonshot Member https://www.patreon.com/MoonshotsWatch this episode on YouTube https://youtu.be/k4Sw75xxGvMOpening with a gripping example set in an Airport in Bangladesh, Grenny lays the foundation by illustrating the complexities involved in these high-stakes dialogues, setting the stage for a conversation that could change how you approach difficult discussions (3m37).Gregory, from Crucial Learning, joins the conversation with a powerful insight. In just 1 minute and 24 seconds, she shares a transformative tip on "How to Start a Crucial Conversation" when anxiety grips you, providing listeners with practical tools to navigate those nerve-wracking initial moments (1m24).The hosts then turn to Productivity Game, which unpacks the essence of crucial conversations and why they are indispensable in our lives. Focusing on defusing tension, they shed light on the vital skill of "Keeping the Dialogue Going," emphasizing the importance of continuous, respectful communication even in the face of conflict (3m40).As the episode draws close, Ron McMillan takes the spotlight, leaving listeners with his profound wisdom on "Crucial Accountability." His advice serves as a compass, guiding you on when it's essential but imperative to have those crucial conversations (1m28).Join Moonshots Podcast in this transformative episode as they explore crucial conversations' nuanced art, providing valuable insights and actionable strategies that can revolutionize your approach to difficult dialogues. Don't miss out on this empowering episode, filled with wisdom and practical tips that could change how you navigate conversations forever. Tune in now and unlock the secrets to mastering the art of crucial conversations. Thanks to our monthly supporters Diana Bastianelli Andy Pilara ola Lorenz Weidinger Fred Fox Austin Hammatt Zachary Phillips Antonio Candia Dan Effland Mike Leigh Cooper Daniela Wedemeier Bertram O. Gayla Schiff Corey LaMonica Smitty Laura KE Denise findlay Krzysztof Wade Mackintosh Diana Bastianelli James Springle Nimalen Sivapalan Roar Nikolay Ytre-Eide Stef Roger von Holdt Jette Haswell Marco Silva venkata reddy Dirk Breitsameter Ingram Casey Nicoara Talpes rahul grover Evert van de Plassche Ravi Govender Andrew Hyde Craig Lindsay Steve Woollard Lasse Brurok Deborah Spahr Chris Way Barbara Samoela Christian Jo Hatchard Kalman Cseh Berg De Bleecker Paul Acquaah MrBonjour Sid Liza Goetz Rodrigo Aliseda Konnor Ah kuoi Marjan Modara Dietmar Baur Ken Ennis Bob Nolley ★ Support this podcast on Patreon ★

In this episode of CXO Conversations, host Michael Mitchel engages with Laura Ortman, CEO of COLOGIX, to explore her dynamic journey from the athletic fields through various pivotal roles in the tech industry to her current position at the helm of a leading network-neutral interconnection and Hyperscale Edge data center company. Laura shares her comprehensive insights into the power of teamwork, perseverance, and a broad understanding of business operations that shaped her into a results-driven leader. She delves into the nuances of customer experience, the importance of culture, and the collaborative ethos underpinning successful leadership.  Through her narrative, Laura provides invaluable advice for aspiring leaders, emphasizing the significance of building relationships, embracing risks, and the continuous pursuit of learning, making this episode a treasure trove of leadership wisdom and inspiration.   Key highlights include: Laura's diverse career path across tech, DOD, and aviation, culminating in her role as CEO of COLOGIX. How Laura's leadership philosophy  was shaped by an athletic background, emphasizing teamwork, resilience, and a broad operational understanding. The pivotal role of customer experience in business success, illustrated by her approach to rebuilding trust and driving customer retention. The significance of culture, network building, and embracing risks as foundational elements for reaching the C-suite and fostering a successful organization.   Tune in for an inspiring conversation that unveils the secrets of resilient leadership in the fast-paced business world.   Timestamps Introduction to Laura Ortman and COLOGIX (00:01:06) Overview of COLOGIX's Business Model (00:01:58) Differences Between Public and Private Companies (00:03:48) Athletic Background Influence on Leadership (00:06:23) Attraction to the CEO Role (00:08:48) Moment of Realization for CEO Ambition (00:10:47) Leadership Philosophy: Presence, Listening, and Leading (00:15:19) Implementing 'Together We Win' Mantra (00:16:20) Adapting Leadership Approaches Post-2020 (00:17:57) Advice for Aspiring C-Suite Executives (00:20:41) The Importance of Building a Trustworthy Team (00:22:17) Role and Challenges in Customer Experience (00:25:32) Acquiring Listening Skills and Importance of Crucial Conversations (00:29:33) Reflections on Building a Network and Importance of Culture in Organizations (00:32:56)   Resources Laura Ortman's LinkedIn - https://www.linkedin.com/in/lauraortman/ Book: Crucial Conversations: Tools for Talking When Stakes are High - https://www.amazon.com/Crucial-Conversations-Tools-Talking-Stakes/dp/1260474186   Thank you to ACG Denver for being a sponsor of CXO Conversations Podcast. Association for Corporate Growth in its role as the hub of the middle market business community for quality networking, education and events. Connections are made, deals are formed and thought leadership is exchanged.   Enjoy the show? Leave us a review on iTunes – thanks!

Kulsoom Pervez: The Struggle for Team Unity, And How To Recognize Our Limits As Scrum Masters Read the full Show Notes and search through the world's largest audio library on Scrum directly on the Scrum Master Toolbox Podcast website: http://bit.ly/SMTP_ShowNotes. In this episode, Kulsoom shares her experience with a group of skilled individuals who struggled to function as a team. As their Scrum Master, she noticed a lack of accountability and ownership, issues with completing sprint stories, and a blame culture during retrospectives. The team, marred by tension between developers and QA, created an unhealthy environment. Despite her efforts to revitalize retrospectives and foster change, progress was slow and draining. Eventually, Kulsoom and several team members left the company, leading her to understand the limits of her influence and the importance of self-care and mental health for Scrum Masters and Agile Coaches. Featured Book Of The Week: Crucial Conversations: Tools for Talking When Stakes are High by Grenny et al. Kulsoom delves into how the book "Crucial Conversations" profoundly influenced her role as a Scrum Master. She emphasizes the book's impact in shaping her approach to crucial conversations, vital for anyone in a change agent role like hers. Highlighting the importance of courage and skill, Kulsoom discusses the book's framework for managing critical discussions effectively. She underscores how having a structured approach to conversations is essential for effective communication and problem-solving in agile environments.   [IMAGE HERE] Do you wish you had decades of experience? Learn from the Best Scrum Masters In The World, Today! The Tips from the Trenches - Scrum Master edition audiobook includes hours of audio interviews with SM's that have decades of experience: from Mike Cohn to Linda Rising, Christopher Avery, and many more. Super-experienced Scrum Masters share their hard-earned lessons with you. Learn those today, make your teams awesome!     About Kulsoom Pervez Kulsoom is passionate about constructing sustainable, resilient, and high-performing teams, consistently delivering value to customers through the transformative power of Agility. She embodies a leadership style that inspires, empowers, and fosters the growth of her colleagues. Kulsoom enjoys reading and has also dabbled in blogging. You can link with Kulsoom Pervez on LinkedIn.

After last year's popular book club, Kiera's back with round two. Bookmark the list below and read the books with your team for improved work ethic, culture, teamwork, and more. January: The Go-Giver: A Little Story about a Powerful Business Idea by Bob Burg (Kiera reviews this book in this episode!) February: Crucial Conversations: Tools for Talking When Stakes are High by by Joseph Grenny, Kerry Patterson, Ron McMillan, Al Switzler, Emily Gregory March: The Noticer: Sometimes, All a Person Needs is a Little Perspective by Andy Andrews April: Buy Back Your Time: Get Unstuck, Reclaim Your Freedom, and Build Your Empire by Dan Martell May: High Output Management by Andrew S. Grove June: Come Up for Air: How Teams Can Leverage Systems and Tools to Stop Drowning in Work by Nick Sonnenberg July: You Can Heal Your Life by Louise Hay August: Your Next Five Moves: Master the Art of Business Strategy by Patrick Bet-David September: Die with Zero: Getting All You Can from Your Money and Your Life by Bill Perkins November: The Power of Fun: How to Feel Alive Again by Catherine Price Dec: Deep Work: Rules for Focused Success in a Distracted World by Cal Newport Episode resources: Reserve your spot at Master Momentum 2024! Reach out to Kiera Subscribe to The Dental A-Team podcast Become Dental A-Team Platinum! Review the podcast

Embracing a sense of community can be quite the challenge. For homeschooling parents, it can be tempting to simply drop off our kids and avoid the sometimes awkward interactions with others. But here's the thing: being part of a community requires us to be open, to expose ourselves to the possibility of embarrassment, both from our kids and ourselves! So, what's the driving force behind it all? Join Tatiana and Heidi as they dive into a fascinating conversation with Olivia Votaw and Katie Richins. They'll explore the nuances between a mere network and a true community, and together, they'll unravel the compelling reasons why investing in a genuine community is absolutely worth the effort. LINKS: Subscription Link for Recordings of Webinars “Communities Vs. Networks: To Which Do You Belong?” by Brett & Kate McKay Multipliers by Liz Wiseman Bowling Alone: Revised and Updated: The Collapse and Revival of American Community by Robert Putnam Our Kids: The American Dream in Crisis by Robert Putnam How to Educate Your Children | Jeff Sandefer – The Jordan B. Peterson Podcast Culture Code by Daniel Coyle Crucial Conversations: Tools for Talking When Stakes are High by  Joseph Grenny, Kerry Patterson , Ron McMillan, Al Switzler, Emily Gregory  Aristotle's Politics

“People are dying to tell you their life story. They just need to be asked.”  So says author, columnist at The New York Times, and writer at The Atlantic David Brooks on a new episode of The Russell Moore Show. Moore and Brooks' conversation explores the themes in Brooks' new book, How to Know a Person: The Art of Seeing Others Deeply and Being Deeply Seen. They talk about what it means to view people according to the inherent value and dignity of their souls, how love shapes us, and the cultural vocabulary around trauma. Moore and Brooks discuss marriage and the power of compassion. Their conversation covers the Hamas attacks, political volatility, and how to get through 2024 without increasing division. Tune in for an episode that cuts straight to the heart of what it means to be human and to honor the humanity in others.  Resources mentioned in this episode include: Losing Our Religion: An Altar Call for Evangelical America by Russell Moore How to Know a Person: The Art of Seeing Others Deeply and Being Deeply Seen by David Brooks Weave: the Social Fabric Project Telling Secrets: A Memoir by Frederick Buechner  Michael Gerson's sermon at Washington National Cathedral Man's Search for Meaning by Victor E. Frankl The Angel That Troubled the Waters by Thornton Wilder Crucial Conversations: Tools for Talking When Stakes are High by Joseph Grenny, Kerry Patterson, Ron McMillan, Al Switzler, and Emily Gregory  Do you have a question for Russell Moore? Send it to questions@russellmoore.com. Click here for a trial membership at Christianity Today. “The Russell Moore Show” is a production of Christianity Today Executive Producers: Erik Petrik, Russell Moore, and Mike Cosper Host: Russell Moore Producer: Ashley Hales Associate Producers: Abby Perry and McKenzie Hill Director of Operations for CT Media: Matt Stevens Audio engineering by Dan Phelps Video producer: Abby Egan Theme Song: “Dusty Delta Day” by Lennon Hutton Learn more about your ad choices. Visit podcastchoices.com/adchoices

Annu Paganus: Navigating Complex Collaborations, And Strategies for Handling Difficult PO Dynamics Read the full Show Notes and search through the world's largest audio library on Scrum directly on the Scrum Master Toolbox Podcast website: http://bit.ly/SMTP_ShowNotes. Annu recounts a challenging situation where a new Product Owner, previously a manager, struggled to adapt to the role. The team sought more support, leading to organizational discussions on prioritization. Annu, responsible for addressing the issue, found that the conversation turned personal. She advises involving a third party for mediation and emphasizes improving conversational skills. The experience impacted her relationship with the PO, who eventually transitioned to a different role. Annu underscores the importance of self-awareness and offers tips for handling conflicts, including managing cortisol levels and referencing resources like Nonviolent Communication and the book Crucial Conversations: Tools for Talking When Stakes are High.   [IMAGE HERE] Recovering from failure, or difficult moments is a critical skill for Scrum Masters. Not only because of us, but also because the teams, and stakeholders we work with will also face these moments! We need inspiring stories to help them, and ourselves! The Bungsu Story, is an inspiring story by Marcus Hammarberg which shows how a Coach can help organizations recover even from the most disastrous situations! Learn how Marcus helped The Bungsu, a hospital in Indonesia, recover from near-bankruptcy, twice! Using Lean and Agile methods to rebuild an organization and a team! An inspiring story you need to know about! Buy the book on Amazon: The Bungsu Story - How Lean and Kanban Saved a Small Hospital in Indonesia. Twice. and Can Help You Reshape Work in Your Company.   About Annu Paganus Annu is a passionate software team Scrum Master who wants to help her team to create an environment where different kind of people can find a smooth way to work together and enjoy their work and private life. Also worked as teacher, software developer, chapter lead and Product Owner. You can link with Annu Paganus on LinkedIn.

Listen in as Allie Alberigo and Duane Brumitt share some of their biggest takeaways from the book: Crucial Conversations: Tools for Talking When Stakes are High. If you are looking for the book you can click the link below. No, it is not an affiliate link. Crucial Conversations: Tools for Talking When Stakes are High The post 354 | Join Allie Alberigo and Duane Brumitt as they discuss “Crucial Conversations” appeared first on School Owner Talk.

On today's episode, BJ talks with Todd Bofinger, VA Office of Construction & Facilities Mgmt West Region Office & CMAA Colorado Chapter Membership Committee Chair. Todd discusses his career journey into a leadership role, the similarities and differences between navigating the public and private sectors, and what leadership strategies he has learned along the way. Resources mentioned: “Crucial Conversations: Tools for Talking When Stakes are High” by Joseph Grenny: https://www.amazon.com/Crucial-Conversations-Tools-Talking-Stakes/dp/1260474186/ref=pd_lpo_sccl_1/133-4283675-3283651?pd_rd_w=QA7ai&content-id=amzn1.sym.116f529c-aa4d-4763-b2b6-4d614ec7dc00&pf_rd_p=116f529c-aa4d-4763-b2b6-4d614ec7dc00&pf_rd_r=DTDNV6YE0H8TQHQTSWBV&pd_rd_wg=3I5im&pd_rd_r=46bf5141-5c23-4a49-963b-84d5da2c13d5&pd_rd_i=1260474186&psc=1LinkedIn: Todd Bofinger | LinkedInVA CFM: Office of Construction & Facilities Management (va.gov)Volunteer Organization Websites:  Longhopes Donkey Shelter – https://www.longhopes.org   Special Olympics – https://support.specialolympics.org Calls-to-action: Inspiring People and Places is brought to you by MCFA. Visit our website www.MCFAglobal.com and sign up for our weekly newsletter where we curate some of the top industry articles of the week and give you a dose of inspiration as you head into the weekend!  MCFA IS HIRING!!  If you or anyone you know are looking to work in the Planning, Project Development, Project Management, or Construction Management field, contact us through our website. Interns to Executives...we need great people to help us innovate and inspire, plan, develop and build our nation's infrastructure.  Check out our MUST FILL positions here https://mcfaglobal.com/careers/.  We reward the bold and the action oriented so if you don't see a position but think you are a fit...send us an email!  Learn more at www.MCFAGlobal.comAuthor: BJ Kraemer, MCFAKeywords: MCFA, Architecture, Construction, Engineering, Public Engineers, Military Engineers, United States Military Academy, Veteran Affairs, Development, Veteran, Military, SEC

If you're ready to bust through the glass ceiling & take your rightful place as a lit-up leader in the tech industry (or help others do the same) - this one's for you, my love! Let's talk about the state of women in tech & cybersecurity, and what we as leaders can be doing about it. In today's episode, I invite Executive Director of Women in Cybersecurity (WICYS), Lyyn Dohm, to share her experience as a leading woman in tech and how she successfully navigates leading with inclusion, equity & allyship. Ready to find out what you can do as a leader to actually move inclusion efforts forward?  Let's go to the show! We dive into: Lynn's career journey & experience in cybersecurity KEY findings from the WICYS State of Inclusion Assessment Why we should STOP obsessing about policy to address DEI (and what to do instead!) Utilizing mentorship if you're experiencing exclusion in your tech leadership career What to do now if you've done all the right things, but you're still not advancing! And more   **Useful links** Connect with today's guest and sponsor, Lynn: https://www.wicys.org/ LinkedIn: https://www.linkedin.com/in/lynndohm?trk=people-guest_people_search-card&original_referer=https%3A%2F%2Fwww.linkedin.com%2Fpub%2Fdir%3FfirstName%3Dlynn%2B%26lastName%3Ddohm%26trk%3Dpeople-guest_people-search-bar_search-submit Twitter: https://twitter.com/lynn_dohm/status/1314013228809289730 Read: WiCyS State of Inclusion Lynn's current read: Crucial Conversations: Tools for Talking When Stakes are High by Kerry Patterson, Stephen R. Covey, Joseph Grenny, Ron McMillan, Al Switzler If you are ready to uplevel your career, get unstuck or you are simply ready to unlock those leadership time-management techniques then join us in my monthly career & leadership coaching program exclusively for women in tech: https://www.tonicollis.com/academy  Catch the show notes, and more details about today's episode here: https://tonicollis.com/episode167 Check us out on Youtube. Join the Leading Women in Tech community in Slack where we discuss all-the-things for women's tech leadership, covering everything from early-career leadership to C-level executives.   This episode was sponsored by our guest, Lynn. Thank you Lynn for helping to bring Leading Women in Tech to this community!  

Eliza Gregory: Addressing Communication Issues by Building Trust and Safety With The Scrum Team Read the full Show Notes and search through the world's largest audio library on Scrum directly on the Scrum Master Toolbox Podcast website: http://bit.ly/SMTP_ShowNotes. In this episode, Eliza shares a story about an international team that faced trouble with communication and escalation issues. The team initially attempted to create team agreements using a shared whiteboard. However, Eliza later discovered that team members were escalating concerns directly to management without involving her. This raised concerns about whether the team felt safe communicating with her. Eliza offers the tip of addressing this issue through one-on-one conversations, emphasizing the importance of creating a safe space for team members to express themselves. She found that these coaching conversations had the most significant impact. Eliza advises making it clear to team members that you are there to listen and understand their concerns. Additionally, she recommends setting up one-on-one meetings and allowing individuals to define the cadence that suits them best. Eliza also suggests conducting more workshops, especially for teams that are not yet mature, to facilitate better communication and collaboration. Featured Book of the Week: Crucial Conversations: Tools for Talking When Stakes are High by Grenny et al. In this segment, Eliza describes the book "Crucial Conversations." She highlights that the book is dense and cannot be read in one sitting. Although it is not specifically focused on Agile or Scrum, it delves into conversations that occur when emotions are high and people feel unsafe or threatened. The book emphasizes the importance of creating a safe space and presents essential skills for effective communication with one's team and others. Eliza emphasizes the significance of recognizing within oneself when entering a crucial conversation.   [IMAGE HERE] Do you wish you had decades of experience? Learn from the Best Scrum Masters In The World, Today! The Tips from the Trenches - Scrum Master edition audiobook includes hours of audio interviews with SM's that have decades of experience: from Mike Cohn to Linda Rising, Christopher Avery, and many more. Super-experienced Scrum Masters share their hard-earned lessons with you. Learn those today, make your teams awesome!     About Eliza Gregory Eliza Gregory has worked as a Project Manager, Scrum Master, and Agile Coach for U.S. Defense and the German automotive industry. She uses teachings from Agile to hone her writing process, and has a new novel out this May about an IT Project Manager coping with burnout and work stress. Originally from Virginia, she now resides in Bavaria, Germany. You can link with Eliza Gregory on LinkedIn and connect with Eliza Gregory on Twitter, and you can read about her novel Painting the Whiskey Blue.

In this episode, we're discussing the challenges of facing conflicts and lacking self-confidence…two things we can ALL relate to. Do you have a fear of confrontation and a tendency to avoid difficult conversations? Do you fear being rejected? SAME. Trust us when we say, you are not alone in feeling this way! We're sharing our own experiences when it comes to friends in the workplace, having conversations with defensive people, the difficulties of having conversations with our teens, and so much more. This is an episode you do NOT want to miss! Resources We Shared:Balance VIP- Are you stressed out, feeling like you're doing it all on your own? Through personal coaching and accountability, you will break through your overwhelm and follow through with your goals to be the happy mom you were meant to be In this exclusive coaching program for women!Check out Crucial Conversations: Tools for Talking When Stakes are High Visit No Guilt MomRate & Review the No Guilt Mom Podcast on Apple here. We'd love to hear your thoughts on the podcast! Listen on Spotify? You can rate us there too!Are you so thankful for your kids and need help figuring out how to control yourself better? You need the support, community and strategies of Balance VIP. Join us here.

Lisa loves a good puzzle. After witnessing the confusion that ensued after new technology systems were integrated into offices in the 90s, she didn't panic, she saw an opportunity to establish effective processes that support employees and businesses grappling with evolving technology. Then a pattern emerged: internal teams kept failing to communicate with one another in the wake of change. To respond, Lisa founded Lcubed Consulting. As CEO of Lcubed, Lisa helps companies align people, processes, and technology to utilize agility as a strategic advantage and acknowledge change in a business constant. Her secret sauce to success is leveraging key elements of Project Management, Process Performance Management, Internal Controls and Organisational Change Management to build teams with the skills and capabilities to drive strategic results. Lisa is the #1 best-selling author of Future Proofing Cubed, a book she created to share her insights on productivity, profitability, and process refinement in business. Lisa's goal is to prepare her clients with the skills, capabilities, and self-reliance they need to thrive in the future without Lcubed's guidance. With this notion, she has broken the typical consulting model. Lisa holds her Bachelor of Science in Electronic Media Management from Northern Arizona University. She is a Project Management Professional and Lean Six Sigma Master Black Belt. Lisa enjoys spending free time with her family and basset hounds.   Questions • We'd like to hear in your own words, did you arrive on this journey? How did you get to where you are today? Could you share that with our audience? • Now, could you tell us a little bit about your company, Lcubed Consulting and also your book, Future Proofing Cubed? • If you could share with our audience maybe you could skew it down to a particular type of industry, maybe 1 to 3 things that if you're really trying to run a successful business with the right people, what are 1 to 3 tips that you'd recommend in terms of the culture and the environment needs to be existing for you to attract and keep the person that you want? • Emerging out of the pandemic, what has been your experience with some of your clients in terms of customer experience, have you seen customers maybe be more demanding for service experiences or delivery? Are they putting on their foot to ensure they're getting a certain type of service? Or have you seen maybe a more relaxed type of customer, what has your experience been with your clients as well as you as a customer yourself? • So, I would also like for you to share with our listeners, Lisa, what's the one tool, website or app that you absolutely cannot live without in your business? • Could you also share with our listeners, maybe one or two books that you've read recently, or even a book that you read a very long time ago, that has had a big impact on you. • Could you also share with our listeners, Lisa, let's say, we have listeners who are business owners and managers who feel like they have great products and services, but they lack the constantly motivated human capital. So, the people are just not motivated. If you're sitting in a room with that person right now, what's the one piece of advice you would give them to have a successful business? • Could you also share with our listeners, 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 give our guests an opportunity to share with us a quote or saying that during times of adversity or challenge, you will tend to revert to this quote, it kind of helps to get you back on track if for any reason you got derailed. Do you have one of those?   Highlights  Lisa's Journey Me: Now, we always like to give our guests an opportunity to share in their own words, a little bit about how they got to where they are today. So, I know that your bio kind of gives a pretty good summary of how it is that you got to where you are today. We'd like to hear in your own words, did you arrive on this journey? How did you get to where you are today? Could you share that with our audience?    Lisa stated that because the journey really is the story, it's what matters in our personal lives, our professional lives. She is an accidental entrepreneur, she left college with the desire to find safety and security in a corporate job, she was looking for a place where she would go to work, she would have paid vacation time, she would have bonuses, she would have things that seemed like they would give security. And those were important to her because her parents were entrepreneurs. And that journey isn't always a smooth one.  And so, she wanted something that she perceived at the time to be easier and to be safer. Fifteen years into that journey, she realised it was the early 2000s. And actually, things were a little difficult. And it was in 2008 and 2009, she was working for a start-up, it was her dream job, it was everything she had hoped that it was going to be, she was building a project management team, they were growing and scaling and going to do amazing things until she looked around and realised that every executive leader had built a fiefdom of external consultants who are coaching and guiding and advising them on how to protect their fiefdom. And none of them were working with each other and it was not safe and it was not secure and the economy tanked.  And she looked around and said, “Oh my gosh, I can do something better.” And in that moment, she became an entrepreneur, and started a business and it's 14 years later, it has not been seamless, it has not been without obstacles and challenges. But it's been fantastic because she's the one designing the journey and the bumps in the road are learning moments, and she wouldn't change anything. It's been great.   About Lisa's Company Lcubed Consulting and Lisa's Book Future Proofing Cubed Lisa shared that Lcubed was born out of that frustration that she had watching consulting teams come into environments over her entire career and land and expand. And she would see that they were in these environments under the auspices of helping the client, but really what they were doing was growing their revenue stream. And she finds that somewhat abhorrent and counter to what consulting is supposed to be about. And she decided that she wanted to do things differently. She wanted to take all of the knowledge and the skills and the experience that she had built up in larger corporations, learning and understanding the impact of Project Management, Process Management, Organisational Change, and using all of those tools and capabilities to help her clients deliver better products and services for their clients, while building self-reliance so that she can take herself and her team eventually out of that equation. She didn't want them to become dependent on her.  The book Future Proofing Cubed: The Definitive Guide to Improving Productivity, Refining Processes, and Bolstering Profitability takes their business model, what they call adaptive transformation, and sort of explains how they use all of those baked best practices in a much more effective and efficient way so that companies can build those skills and capabilities without large investments in internal teams, or large consulting groups.   In Running a Successful Business - Tips to Attract and Keep the Person That You Want Me: Now, in an organisation, as a consultant, I'm sure you know, there's some key things that a lot of companies still struggle with, having the right kind of synergy among the team. A lot of organisations struggle sometimes with recruitment, getting the right person and actually keeping them. And so, if you could share with our audience maybe you could skew it down to a particular type of industry, maybe 1 to 3 things that if you're really trying to run a successful business with the right people, what are 1 to 3 tips that you'd recommend in terms of the culture and the environment needs to be existing for you to attract and keep the person that you want?   Lisa stated absolutely, it may be an oversimplification. But she thinks that knowing what success in the environment looks like. With some of her smaller companies, they do work and they use Lencioni's idea of hungry, humble and smart, that if you have an employee who has the ability, they're hungry, they want new opportunities, they want to learn, they want to grow, they want to make an impact. If they're humble and able to say I don't know what I don't know. And they're smart, meaning that they can pick up and reader a room and understand what's going on with internal and even with your client engagements. If you have those three things, any technical capability can be taught. But if a person shows up hungry, humble and smart, you can build a team of people who can do anything.   Experiences Customers Are Desirous of Now Me: Great. So, I love those three points that you just brought across. So, we've identified the three things we want to ensure that the team member has and as you mentioned, you can teach any technical skill, I guess it kind of goes back to you really want to ensure you have persons with the right attitude versus aptitude. Because you can't train on attitude, right? But even getting further and deeper into that, our programme is about navigating the customer experience and the experience that the customer has is not just on the outside, but also on the inside. And I'm a firm believer that if you really want to have a strong customer experience, it starts from within. If it's strong internally, then it's quite easy for your employees to perpetuate, and relive that externally with your actual clients that are paying, they're the reason why you're in business.  And so, what has your experience been? We've just emerged out of the pandemic, some countries are still feeling somewhat of the effects of it. I mean, COVID is not completely gone. But what has been your experience with some of your clients and wherever you are in, in which part of the world in terms of customer experience, have you seen customers maybe be more demanding for service experiences or delivery? Are they putting down their foot to ensure they're getting a certain type of service? Or have you seen maybe a more relaxed type of customer, what has your experience been with your clients as well as you as a customer yourself?   Lisa shared that there's so many things in that to play with. She wants to play with the language right, that the experience starts within. She absolutely agree with that, that internally, we have to understand the experience we want our customers to have. There's a disconnect, more often than not, when we think from the inside out and think that we know what our customers want and need. And she likes to sort of flip that upside down a little bit and teach her clients to think from the outside in.  And what she means by that is actually asking their customers what they want, what they need, so that they're not making guesses. And they're not making assumptions, and they're not applying their own wants and needs onto potentially what their customers wants and needs are. Because oftentimes, when we do that, on the inside, we're really wrong and we don't truly understand. So, starting on the outside and understanding the customer, where are they at? What do they need? And with her clients in the pandemic, they had to do a lot of that because all of their wants and needs in March of 2020 changed dramatically. And so, polling and getting that data and asking the questions so that they can adapt their products and their services to those needs. And it's the need they have today, but the big impact is what does their needs going to be tomorrow, in 30 days, 60 days, 90 days.  During the pandemic, she had the opportunity to watch one of her clients respond to the shutdown. So, the company is a food distribution organisation and they have a national presence in the United States. Their primary job is to take food from a warehouse and deliver it to restaurants, and service providers in hospitals, in airports, in large conference centres, getting food to places where it's going to be cooked and served and sold. Overnight, their business shut down for two weeks or so they thought. And they had the opportunity, they basically froze and did nothing initially, until they brought the leadership team together in this world called Zoom that they had never interacted in. There were people meeting each other, seeing each other in face to face interaction for the first time in 20 years, they've just never been in the same space together. They're panicked, they're at home, everything is a nightmare.  And one person is raising their hand literally shaking their hand in front of the camera trying to get everybody's attention to say, “Hey, I have an idea. We have all this food in our warehouses. And it's not getting to people who need to eat, we have produce, we have things that are going to start spoiling and serve no use to anybody if they're rotting in the warehouse. How about we figure out how to take our food and deliver it to shelters, to food kitchens, to places where there are people who cannot get to food, we're going to spoil it off, we're going to write it off, it's going to waste one way or another, why don't we make it a donation.” And for the first 30 days of the pandemic, that national company donated food because their customers, people who need to eat needed food. It had nothing to do with their bottom line, it had absolutely nothing to do with anything except doing the right thing.  In that first interaction where one individual had an idea, they all thought about it, they experimented about how to make it actually happen. They learned how to innovate on the fly. And that's important because they were speaking to the customers need and for them, it wasn't their customer, it was their customers' customer, a hungry person. And they were solving a problem that did absolutely nothing to drive their business forward except they did the right thing.  What they learned from that was how to innovate and how to think outside of the box, think from the outside in. And as a leadership and management team today, they are still doing that on a quarterly basis and trying to evolve their business model in a way that it hasn't in 40 years. It is wow because they thought from the customer's perspective wants and needs, they solved the problem. We need to solve problems.   Me: And as you mentioned that, Lisa, that we need to solve problems. That's the primary reason why everyone is in business. I remember when I started my company in 2009, it was because one of my greatest pet peeves was I thought service was just so poor. And I said, I'm going to stop complaining. And I'm going to start being a part of the solution, and try to help these organisations to improve on their service delivery. So, when I go and have interactions, I can walk away with a better feeling than the one that I'm currently having. So, I think every business is solving a problem, whether you're selling a pencil or a fan, or you're servicing somebody's motor vehicle, or you're providing some innovative solution or product that's going to revolutionize the industry for aviation, or whatever it is. I think all businesses are solving a problem for someone. And I think, if we come, as you mentioned, from the outside in, to kind of understand where the customer is coming from, and how can we ease their frustration? How can we make life easier for them, that we can definitely create a better experience, both internally and externally.   App, Website or Tool that Lisa Absolutely Can't Live Without in Her Business When asked about online resources that cannot live without in her business, Lisa shared that there are so many, but she's going to go with the one that surprises her the most, because she would never have imagined this, she cannot live without Canva. She would never in a million years have ever thought that she would use a marketing tool, a graphic design, well, now it's kind of an everything tool, right? Presentations, video, audio, whatever, it does it all. She loves it, it makes everything so much faster, so much easier. She's doing work for herself that she probably should be outsourcing but it's kind of fun to do it and it looks really good. So yeah, she cannot live without Canva.   Me: Agreed, Canva has definitely revolutionised the industry and it's made graphic designing not seem like, “Oh, my goodness, I can't do this.” Because simple things that you'd have outsourced as you mentioned, you can do on your own. And they look pretty good. So, you're saving a few bucks there for sure.   Lisa stated that saving a few minutes of time even right? So, you outsource it and things turn into, hopefully days, not weeks. But it's easy enough that a person who has no skills in graphic design can turn something out in minutes, it's fabulous.   Me: My daughter is in her final year in high school and she's a part of the school newspaper and she sees me use Canva and she asked me if she could, like play around with it a bit to put out some stuff that she wanted to do promoting for the newspaper and for the school. And I guess at that age at 17, you're creative and innovative. But she wasn't even using the platform for like an hour and I was just so surprised that the newsletter that she produced, the video that she was able to generate from all of the pictures that she had taken. I mean, just simply amazing, I'm not saying that she couldn't have used other applications but as you mentioned, Canva kind of found a way to bundle everything in one so you could just do all the things in that one platform.   Lisa absolutely agreed. And they made it easy for an end user who has no skills in those areas. There are lots of applications out there and she'll use video editing as an example, but you have to be very, very, very skilled in the application to make it work properly. And Canva just sort of magically does it for us.   Books that Have Had the Biggest Impact on Lisa When asked about books that has had a big impact, Lisa shared that the number one book that always comes to her mind first and foremost is Crucial Conversations: Tools for Talking When Stakes Are High by Kerry Patterson. As leaders and as people, we need to understand how to communicate effectively and that one, it's so foundational to everything that it affects your personal life, your business life, how we show up, how we support others. It's always kind of the first thing that pops to her mind.  There's another book called Flip the Script: Getting People to Think Your Idwa Is Their Idea by Oren Klaff. And as her business was growing and evolving, and off the top of her head, she can't think of the author's name. But it's taking people who run and have their businesses, sales is part of what we have to do. But we may or may not have ever been trained to be salespeople. And we may or may not even like the connotation of being a salesperson, and Flip the Script really did a lot in her mindset to help her understand that selling is a by-product of building good and effective relationships.  And that is far more comfortable to her than the idea of going after and creating a sales pipeline and all of the technical things about what selling is, and reminding her that after now 14 years, she obviously must be able to close a deal, or she wouldn't still be doing what she's doing. And she doesn't have to have the traditional sales process to make it work, because relationships are really where business comes from.   Me: Agreed. I liked that statement you made, Sales is a by-product of building effective relationships, that's really, really true. And you said that you got that mindset, or it shaped your mindset towards that from the book called Flip the Script.   Advice for Business Owners and Managers who Lack Constant Motivated Human Capital Me: Could you also share with our listeners, Lisa, let's say, we have listeners who are business owners and managers who feel like they have great products and services, but they lack the constantly motivated human capital. So, the people are just not motivated. If you're sitting in a room with that person right now, what's the one piece of advice you would give them to have a successful business?   Lisa stated that there's a challenge in that question because if we have a room full of employees who aren't motivated, there is a very flippant part of her personality that wants to say, “Do you have the right people in the room to grow and scale your business?”  And that's a very scary question because if the answer is, “No, I don't”….then what.  So, and then, the then what mindset we need to understand what motivates our employees and if we have really good people that have been with us, and are no longer performing, do we understand what's changed in their world? Do they need a new opportunity, internally within the organisation in a different role? Have they lost the drive to contribute to this type of business? Do we need to help them find an opportunity outside of this business?  Which is a scary thought, but sometimes the right one, and just because we're separating from a relationship doesn't mean that we're ending it poorly. And Lisa's experience, she's had several examples of times when she's taken employees, help them find their next opportunity.  They were so much more successful, her existing team was more successful, and they've maintained a relationship over time. So, finding that alignment of what's in it for me, and why are they still there? And if they aren't being fulfilled, are there opportunities to train them, coach them? Give them the opportunity to make a change inside or is it that it's time for them to move on onward and outward? And there's nothing wrong with that, if that's the right choice.   Me: Love it. I've asked this particular question, I don't ask it very often. But I've asked it a few times since I've started podcasting and I must say your answer, I really like it's different. Most people didn't take it from the angle that you took it from and I liked the fact that you focused on the fact that maybe we just don't have the right people. And if so, even though it's scary, what can we do to make that transition? Because that's the only way we're going to be able to have success, right?   Lisa agreed, absolutely. And the reality is, it's a little bit of everything. You're going to have some people who probably need to move on, you're going to have some people who probably need upskilling….training new opportunities. There's lots of different things, it's never going to be just one thing. But taking on the scary one of “Oh my gosh, I don't have the right people in the right roles.” That's totally addressable.   What Lisa is Really Excited About Now! When asked about something that she's working on that she's excited about, Lisa shared that the one thing that she's working on right now that's exciting for her is taking the stories that she has from her business and starting to share them as a keynote speaker, and having the opportunity to inspire through some of her great foibles and some of the successes.  But the very real journey that she's had over the last 14 years to help other emerging leaders, potential entrepreneurs, or business owners, be able to attribute and say, “Oh, gosh, I've been there done that.” or “Oh, my God, thank you for sharing that story. I never want to have that experience.”  And that opportunity and sharing to larger audiences is really a lot of fun. And it's eye opening for her to hear and get the response that something hit and it was meaningful. And hopefully, she's sharing some golden nuggets along the way that will help them learn lessons from her mistakes rather than having to make them for themselves.   Where Can We Find Lisa Online LinkedIn – Lisa L. Levy Website – www.lisallevy.com   Quote or Saying that During Times of Adversity Lisa Uses When asked about a quote or saying that she tends to revert to, Lisa shared that there's a quote, but it's a Hemingway quote that has been butchered by many. And so I'll continue to do it. But it takes from the idea that if we break something, if we break a bone in our body, when it heals that spot on that bone is stronger than the original bone around it. And so, when we're having difficult times, the purpose and the reason that it resonates for her is that we can learn from our hardest moments. She likes to think of everything as an experiment and it's not about success or failure, it's about what we learn from the outcome of the experiment.  And so, all of those things are always kind of in her mind whirling around in a not coherent fashion, the way that she's talking right now is very much what's in her head. But it's about being willing to take the risk, do an experiment, if something breaks, it'll heal, and it'll be stronger. And we don't really necessarily fail, we learn things so that we can make different choices the next time. And those are the things that drive her forward every day.    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 ·  Future Proofing Cubed: The Definitive Guide to Improving Productivity, Refining Processess, and Bolstering Profitability by Lisa Levy ·  Crucial Conversations: Tools for Talking When Stakes are High by Kerry Patterson ·  Flip the Script: Getting People to Think Your Idea Is Their Idea by Oren Klaff   The ABC's of a Fantastic Customer Service   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!   The ABC's of a Fantastic Customer Experience Webinar – New Date Register Here  

A highly effective leader finds herself in the middle of a terrible mess, not of her own making. When her coach marvels at her ability to stay calm amidst the chaos, she shares a lesson she learned from her dad.In addition to the tools discussed during this episode, Tom also talks about:“Crucial Conversations: Tools for Talking When Stakes are High.”Conversations with Coaches – Episode #184Executive Coaching Special Interest GroupThe Feeling Word GridThis episode is tagged in three categories in the Podcast Library:Managing YourselfPerception – How You Perceive YourselfSelf-TalkFive episodes to help you manage during difficult times:109 - Building Emotional Intelligence52 - Coaching versus Therapy152 - Combating Emotional Hijacks75 - “Don't Take Anything Personally”171 - Taming the Wild ChildAll our free infographics are in the Essential Tools bin.Your reviews supporting the show help us continue as an ad-free podcast. Let us know how we can support you.Until next month, be well!Tom and The Look & Sound of Leadership team. 

In today's episode of Category Visionaries, we speak with Devin Horsman, CTO & Co-Founder at Arcturus, a volumetric content platform that's raised over $22 Million in funding, about the growing gap between what technology is capable of and how most of us continue to access media today. A volumetric content platform working to bring the spatial reality of holographic recording to the vast volumes of video we all consume every day, Arcturus intends to give us all an unmatched viewing experience more immersive than ever before. We also speak about the vision of independence which led Arcturus to entrepreneurship, the highs and lows of going on a startup journey, the role augmented reality and holographic recordings is likely to play in the future of our media landscape, and how Arcturus has a grand vision to replace video everywhere it exists today. Topics Discussed: How the idea of pursuing his own independent vision led Devin to the road towards entrepreneurship The current developments in video and media technology set to transform our media landscape of the future The highs and lows of a startup journey, and how Devin finds the strength and motivation to keep moving Why Devin believes that building the right team will always be the key to good business, and how he believes it can be done Arcturus' grand vision to replace video everywhere it exists today, and just how they plan to go about making it happen   Favorite book:  Crucial Conversations: Tools for Talking When Stakes are High

In this episode, we will discuss Mechanical Power and ventilator induced lung injury (VILI). Our guest is Dr. Jason Bartock, a practicing intensivist at Cooper Medical System in Camden, New Jersey. Dr. Bartock is faculty and Program Director of the Critical Care Medicine Fellowship at Cooper Medical School of Rowan University, Camden, New Jersey. Additional Resources: Mechanical power: meaning, uses and limitations. L Gattinoni, et al: https://pubmed.ncbi.nlm.nih.gov/36884050/ Mechanical Power: A New Concept in Mechanical Ventilation Poudel, et al: https://pubmed.ncbi.nlm.nih.gov/34597688/ Mechanical power at a glance: a simple surrogate for volume-controlled ventilation. L Giosa, et al: https://pubmed.ncbi.nlm.nih.gov/31773328/ The future of driving pressure: a primary goal for mechanical ventilation? H. Aoyama, et al. https://pubmed.ncbi.nlm.nih.gov/30305906/ Seminal clinical trial comparing low tidal volumes to traditional tidal volumes in ARDS. ARDS Network: https://www.nejm.org/doi/full/10.1056/nejm200005043421801 Educational website with mechanical ventilation content: https://www.criticalcareatcooper.com/masterin-mechanical-ventilation Books Mentioned in this Episode: Crucial Conversations: Tools for Talking When Stakes are High. By Joseph Grenny, et al: https://bit.ly/3FL4Xr9 Critical Maters Podcast – Interrupting the VILI Vortex. Guest J. Marini, MD: https://soundphysicians.com/podcast-episode/?podcast_id=342&track_id=819824731 Critical Matters Podcast- Initial Management of ARDS. Guest R.P. Dellinger, MD: https://soundphysicians.com/podcast-episode/?podcast_id=342&track_id=635607780

In this episode of The Optimistic American, Paul Johnson sits down with Dr. Emily Bashah to discuss cognitive biases and blindspots and how they relate to you being able to find your sense of agency. They break down common biases that affect our everyday lives and how you can use love and connection to counter people who get high from being right. Paul and Emly start the conversation by defining blindspots and cognitive biases - and how they relate to being able to find your sense of agency. Paul uses one of his favorite movies, The Matrix, to describe biases and the ability to see things as they are. Emily shares a fun little exercise that makes it possible to navigate typical biases and why not all stereotypes are inherently bad. Paul and Emily discuss why some people have this inherent need to always be right. Did you know that there's a heightened dopamine release when you feel like you're winning an argument? Paul explains that this is why some people are addicted to the high of always being right. Paul highlights how you can use love and connection to counter people who get high from being right. Paul explains how the hormone released when you're proven wrong can sometimes feel like enduring physical pain. Paul and Emily talk about the power of love and how inspirational people like Martin Luther King, Jr. and Gandhi used it to drive change. Emily talks about cognitive biases and the need to be right from a relationship and political point of view. Paul believes the smartest people often don't have all the answers and don't see the need for intellectual superiority. Paul and Emily analyze the difference between a narcissist and a psychopath. Emily reveals that the reason most relationships fail is the lack of intimacy - relationships these days are transaction-based with little to no commitment. Emily goes through the graph of what you know about yourself and what people know about you - and ways to identify deep blindspots. Paul and Emily discuss the difference between System 1 and System 2 thinking. According to Paul, nobody wants to hear your analysis of them. The best way to do it is to start by talking about yourself and opening with a question. We all have biases; if you think you're unbiased, then you're the one with a problem.      Mentioned in This Episode: optamerican.com Addictive Ideologies: Finding Meaning and Agency When Politics Fail You by Dr Emily Bashah and Hon Paul Johnson Crucial Conversations: Tools for Talking When Stakes are High by Kerry Patterson et al

This week on Trade Secrets, friend of the podcast Jenn Lee of Travel Planners International returns to talk about the kind of language travel advisors shouldn't use when talking to clients. Co-hosts Jamie Biesiada and Emma Weissmann perform a sample dialogue for Jenn, and she takes Jamie, posing as an advisor, to task for all of her negative language (“I add value,” “What's your budget?”). Jenn talks about why words matter, and the fact that, in her words, “People buy on emotion and justify logically.”   This episode was sponsored by ALG Vacations. Further resources: The Fiercely Forward Travel Advisors Facebook group Crucial Conversations: Tools for Talking When Stakes are High Words that Sell: More than 6,000 Entries to Help You Promote Your Products, Services and Ideas The companion to Words the Sell, More Words that Sell Phrases that Sell: The Ultimate Phrase Finder to Help You Promote Your Products, Services and Ideas Building a StoryBrand by Donald Miller Need advice? Call our hotline and leave a message: 201-902-2098 Email us: tradesecrets@travelweekly.com   Theme song: Sock Hop by Kevin MacLeod Link: https://incompetech.filmmusic.io/song/4387-sock-hop License: https://filmmusic.io/standard-license   See omnystudio.com/listener for privacy information.See omnystudio.com/listener for privacy information.

On this episode of "UX Leadership by Design" join host Mark Baldino as he interviews Bryan Garvey, the Associate Director of User Experience and Insights at Radio Systems Corporation. Discover Bryan's multi-year journey in bringing UX design to the company, the crucial role of stakeholder management, and the power of fostering a growth mindset among his team. Hear about the challenges of balancing multiple focuses from E-commerce to marketing to physical product design. Learn why it's important to not get too caught up in titles and instead focus on growing the UX department within the organization. Bryan emphasizes the importance of empathizing with stakeholders and understanding the business. Enhance your UX leadership skills today.Topics covered:1. How to get initial buy-in from stakeholders2. Identifying the right people to back your plans3. Collaborative approach between design and development4. UX design for marketing, websites, apps, to physical product5. How to expand the role and function of your UX tea6. Encouraging a "push mindset" in your team7. Importance of small details to solving design challenges8. The value of evangelizing9. Empathizing with StakeholdersAbout our guest:Bryan first started obsessing over experience details by putting on Star Wars plays in neighborhood backyards. Today he pushes to make things better through research, UX, and industrial design in the world of pet products. In his spare time, he creates different kinds of experiences on live music stages and in the outdoors. Resources & Links:Connect with Bryan on LinkedIn: https://www.linkedin.com/in/bryan-garvey-8a02a313/Book Recommendation: Crucial Conversations: Tools for Talking When Stakes are High https://www.amazon.com/Crucial-Conversations-Tools-Talking-Stakes/dp/1260474216/Fuzzy Math: fuzzymath.com Mark on LinkedIn: https://www.linkedin.com/in/markbaldino/

Crucial Conversations Full Book ReviewMore Content On Bookey Best App For Book Summary. Inevitably, there will be “crucial moments” in our lives that are difficult to solve but will have a significant impact on the overall course of our life. However, most people handle these moments poorly, and even choose to avoid them. This book teaches us practical skills to handle crucial conversations, avoid unnecessary arguments, and achieve effective communication. This book is based on over 20 years of empirical research and data gathered from more than 100,000 people around the world. The skills described here have been adopted by more than 300 of the Fortune 500 companies, and the book has sold 3 million copies in the United States. Overview | Chapter 1Hi, welcome to Bookey. Today we'll unlock the book Crucial Conversations: Tools for Talking When Stakes are High. When people first hear the term “crucial conversation,” it may conjure up images of Apple and Google's lawyers fighting a patent dispute in court, or politicians from various countries gathered at a round table in Geneva to hold an international conference. Although discussions like these indeed have a wide-sweeping impact, they're not the subject of this book. The crucial conversations we're referring to are interactions that everyone experiences. They're the day-to-day conversations that affect your life, such as the following scenarios: Imagine that you are facing harassment from your boss, and if you choose to tolerate it, he will continue; if you fight back, the next day, he may fire you for walking into the office with your left foot first. Or at home, imagine that your spouse intentionally or unintentionally alienates himself or herself from you. If you choose to let the situation escalate to a cold war, then your marriage will be on the rocks. But if you fight back, it may just make your spouse withdraw even more. These situations are actually crucial moments in our lives, and the result of these conversations will have lasting positive or negative effects, leaving a huge impact on the quality of our lives. Unfortunately, most people do not handle crucial conversations in the right way. In this case, the book Crucial Conversations: Tools for Talking When Stakes are High proposes two principles: clarify what you really want and create a safe atmosphere that helps us seize every crucial moment in our lives. This book is co-authored by a team of four authors. Kerry Patterson did doctoral work in organizational behavior at Stanford University. He is a recipient of the 2004 William G. Dyer Distinguished Alumni Award from Brigham Young University's Marriott School of Management. Joseph Grenny has been a senior consultant in the field of corporate change research for more than 30 years. He is also a co-founder of a non-profit organization, which works to eradicate poverty around the world. Ron McMillan, an acclaimed speaker and senior consultant, is the co-founder of the Covey Leadership Center, where he serves as Vice President of Research and Development. Al Switzler is on the faculty of the Executive Development Center at the University of Michigan and has helped dozens of Fortune 500 companies. After 20 years of research involving more than 100,000 people around the world, the team selected a group of great conversationalists, analyzed their common characteristics and behaviors in crucial conversations, and narrowed down a set of effective methods, which are the basis of this book.

Diana Sonis is a passionate believer in holistic 360 strategy and design, with extensive expertise in UX and CX design, service design, and design thinking. Lis Hubert is an acclaimed design and strategy thought leader, writer, and speaker with extensive experience in digital strategy, customer experience, information architecture, and design. Together, they founded CX by Design, a human-centered design company that helps businesses design people-centric products, services, and organizational systems in order to create exceptional customer experiences.  Listen to learn about: Customer experience design Near- versus long-term strategy Helping organizations make design thinking part of their internal processes What exactly is innovation? Systemic innovation Designing for customer intent  Our Guests: Diana Sonis Diana is a passionate believer in holistic, 360 strategy and design, with extensive expertise in UX Design, CX Design, Service Design, and the Design Thinking methodology.  As founding partner of CX by Design, Diana's mission is to identify nuggets of opportunity within an organization, reorient its existing systems and structures to improve the human experience, help others extend their thinking, and drive material business advantage.  Having designed, built, and successfully sold several companies, Diana works to help businesses shape abstract concepts into concrete online and offline experiences that respond to the needs and motivations of real people.  When she's not solving strategic challenges, Diana can be found in pursuit of good coffee everywhere. Lis Hubert Lis is an acclaimed design and strategy thought leader, writer, and speaker with extensive expertise in Digital Strategy, Customer Experience, Information Architecture, and Design Thinking.  As founding partner of CX by Design, she has made it her mission to help companies meet their strategic goals. She does so by making the invisible visible through research, making the complex simple through her unique perspective, and bringing understanding and meaning through expert facilitation.  With over a decade of designing successful products and strategies for clients of all sizes, her passion lies in helping her partners think holistically about driving, and enacting, real change. Lis helps businesses not only increase their bottom line, but also their longevity through customer loyalty. When not tackling complex strategic problems, you can find Lis traveling the world enjoying the human experience to the fullest.    Show Highlights [01:18] Diana and Lis talk about their paths into design and customer experience. [07:04] How Lis and Diana approach systems design. [08:11] The three components of a business ecosystem. [09:03] Gauging the health of the business based on the components. [11:27] Lis' and Diana's business backgrounds and how it's helpful for the work they do now. [12:37] Near-term strategy versus long-term strategy. [13:40] Strategy is no good without a roadmap and a process. [16:25] Working backwards from the goal to create the map to get there. [18:38] Why CX by Design starts their weekly client meetings with a few minutes of non-work-related chat. [20:58] Helping clients see the potential of design thinking as a problem-solving method. [24:32] Getting an entire organization to shift into thinking like a designer. [26:47] Creating a culture of innovation. [27:39] CX by Design's “sweet spot.” [28:24] What is innovation? [29:26] The importance of language in an organization's innovation culture. [31:56] The concept of systemic innovation. [33:40] Design for customer intent. [35:32] Looking for ways customer intent and a business' core values interconnect. [36:08] Diana and Lis use the company Patagonia as an example. [38:48] How CX by Design uses information architecture tools in their work. [43:43] Books Lis and Diana recommend that have influenced their work.   Links Diana on LinkedIn Diana on Twitter Diana on Medium Diana's website Diana's articles on UX Booth Diana's articles on boxes and arrows Lis on LinkedIn Lis on Twitter Lis on Medium Lis' personal website Lis' professional website Lis on Women Talk Design Lis' articles at UX Magazine Lis' articles on boxes and arrows Lis' articles on UX Booth CX by Design – sign up for their newsletter CX by Design on Twitter   Book Recommendations Who Do We Choose to Be?: Facing Reality, Claiming Leadership, Restoring Sanity, by Margaret J. Wheatley Pervasive Information Architecture: Designing Cross-Channel User Experiences, by Andrea Resmini and Luca Rosati Ten Types of Innovation: The Discipline of Building Breakthroughs, by Larry Keeley, Helen Walters, Ryan Pikkel, and Brian Quinn The Compass and the Nail: How the Patagonia Model of Loyalty Can Save Your Business, and Might Just Save the Planet, by Craig Wilson and Kyle Tait Crucial Conversations: Tools for Talking When Stakes are High, Third Edition, by Joseph Grenny, Kerry Patterson, Ron McMillan, Al Switzler, and Emily Gregory The Design of Business: Why Design Thinking is the Next Competitive Advantage, by Roger Martin Designing for Growth: A Design Thinking Tool Kit for Managers, by Jeanne Liedtka and Tim Ogilvie This Is Service Design Doing: Applying Service Design Thinking in the Real World, by Marc Stickdorn, Markus Hormess, Adam Lawrence, and Jakob Schneider   Other Design Thinking 101 Episodes You Might Like Design Thinking for the Public Sector + Building and Training Design Thinking Teams with Stephanie Wade — DT101 E14 Civic Design + Innovation Ops + System Design with Ryann Hoffman — DT101 E62 Employee Experience by Design: How to Create an Effective EX for Competitive Advantage with Belinda Gannaway — DT101 E75

Diana Sonis is a passionate believer in holistic 360 strategy and design, with extensive expertise in UX and CX design, service design, and design thinking. Lis Hubert is an acclaimed design and strategy thought leader, writer, and speaker with extensive experience in digital strategy, customer experience, information architecture, and design. Together, they founded CX by Design, a human-centered design company that helps businesses design people-centric products, services, and organizational systems in order to create exceptional customer experiences.  Listen to learn about: Customer experience design Near- versus long-term strategy Helping organizations make design thinking part of their internal processes What exactly is innovation? Systemic innovation Designing for customer intent  Our Guests: Diana Sonis Diana is a passionate believer in holistic, 360 strategy and design, with extensive expertise in UX Design, CX Design, Service Design, and the Design Thinking methodology.  As founding partner of CX by Design, Diana's mission is to identify nuggets of opportunity within an organization, reorient its existing systems and structures to improve the human experience, help others extend their thinking, and drive material business advantage.  Having designed, built, and successfully sold several companies, Diana works to help businesses shape abstract concepts into concrete online and offline experiences that respond to the needs and motivations of real people.  When she's not solving strategic challenges, Diana can be found in pursuit of good coffee everywhere. Lis Hubert Lis is an acclaimed design and strategy thought leader, writer, and speaker with extensive expertise in Digital Strategy, Customer Experience, Information Architecture, and Design Thinking.  As founding partner of CX by Design, she has made it her mission to help companies meet their strategic goals. She does so by making the invisible visible through research, making the complex simple through her unique perspective, and bringing understanding and meaning through expert facilitation.  With over a decade of designing successful products and strategies for clients of all sizes, her passion lies in helping her partners think holistically about driving, and enacting, real change. Lis helps businesses not only increase their bottom line, but also their longevity through customer loyalty. When not tackling complex strategic problems, you can find Lis traveling the world enjoying the human experience to the fullest.    Show Highlights [01:18] Diana and Lis talk about their paths into design and customer experience. [07:04] How Lis and Diana approach systems design. [08:11] The three components of a business ecosystem. [09:03] Gauging the health of the business based on the components. [11:27] Lis' and Diana's business backgrounds and how it's helpful for the work they do now. [12:37] Near-term strategy versus long-term strategy. [13:40] Strategy is no good without a roadmap and a process. [16:25] Working backwards from the goal to create the map to get there. [18:38] Why CX by Design starts their weekly client meetings with a few minutes of non-work-related chat. [20:58] Helping clients see the potential of design thinking as a problem-solving method. [24:32] Getting an entire organization to shift into thinking like a designer. [26:47] Creating a culture of innovation. [27:39] CX by Design's “sweet spot.” [28:24] What is innovation? [29:26] The importance of language in an organization's innovation culture. [31:56] The concept of systemic innovation. [33:40] Design for customer intent. [35:32] Looking for ways customer intent and a business' core values interconnect. [36:08] Diana and Lis use the company Patagonia as an example. [38:48] How CX by Design uses information architecture tools in their work. [43:43] Books Lis and Diana recommend that have influenced their work.   Links Diana on LinkedIn Diana on Twitter Diana on Medium Diana's website Diana's articles on UX Booth Diana's articles on boxes and arrows Lis on LinkedIn Lis on Twitter Lis on Medium Lis' personal website Lis' professional website Lis on Women Talk Design Lis' articles at UX Magazine Lis' articles on boxes and arrows Lis' articles on UX Booth CX by Design – sign up for their newsletter CX by Design on Twitter   Book Recommendations Who Do We Choose to Be?: Facing Reality, Claiming Leadership, Restoring Sanity, by Margaret J. Wheatley Pervasive Information Architecture: Designing Cross-Channel User Experiences, by Andrea Resmini and Luca Rosati Ten Types of Innovation: The Discipline of Building Breakthroughs, by Larry Keeley, Helen Walters, Ryan Pikkel, and Brian Quinn The Compass and the Nail: How the Patagonia Model of Loyalty Can Save Your Business, and Might Just Save the Planet, by Craig Wilson and Kyle Tait Crucial Conversations: Tools for Talking When Stakes are High, Third Edition, by Joseph Grenny, Kerry Patterson, Ron McMillan, Al Switzler, and Emily Gregory The Design of Business: Why Design Thinking is the Next Competitive Advantage, by Roger Martin Designing for Growth: A Design Thinking Tool Kit for Managers, by Jeanne Liedtka and Tim Ogilvie This Is Service Design Doing: Applying Service Design Thinking in the Real World, by Marc Stickdorn, Markus Hormess, Adam Lawrence, and Jakob Schneider   Other Design Thinking 101 Episodes You Might Like Design Thinking for the Public Sector + Building and Training Design Thinking Teams with Stephanie Wade — DT101 E14 Civic Design + Innovation Ops + System Design with Ryann Hoffman — DT101 E62 Employee Experience by Design: How to Create an Effective EX for Competitive Advantage with Belinda Gannaway — DT101 E75

Communication is hard, and it only gets more difficult when emotions are present and the stakes are high. Tune into today's episode to learn the tools you need and to get access to a structure you can use for your next crucial conversation.    ---------  Free Resources: Books: Crucial Conversations- Tools for Talking When Stakes are High by Patterson, Granny, McMilllian, Switzler Nonviolent Communication by Marshall Rosenberg Website: Your Complete Non-Violent Communication Guide (positivepsychology.com)  IG account to follow: @gottmaninstitute  ----------  Stay Connected  Instagram: @jess_demarchis_coaching Website: www.jessicademarchis.com

Thank you for listening to our Finding Brave show, ranked in the Top 100 Apple Career Podcasts! “The goal of the conversation is not to convince. It's not to compel, and it's not to control. It's not to try to get the other person to think something different. As soon as we believe somebody is trying to control us in that kind of way, we resist. So the very effort to convince, it makes you less convincing.” – Joseph Grenny Contrary to how many people feel in our world today, it is possible to tell the truth and avoid alienating a friend or colleague or engendering terrible and painful conflict. With so much distrust among family, friends, colleagues and our leaders, it's vital to not to take the two standard approaches – being silent or violent — on core issues but instead, we need to learn the essential skills behind expressing yourself candidly yet cordially.  Today's Finding Brave expert guest reveals how it's not having different opinions that's the problem in our conflicts, rather it's how and why we express those opinions, and the approach we take before even entering the conversation.  Joseph Grenny is a four-time New York Times bestselling author, dynamic keynote speaker, and leading social scientist for business performance. Joseph has spoken at some of the world's premier leadership conferences. His books have been translated into 28 languages, are available in 36 countries, and have generated results for 300 of the Fortune 500. I had the honor of interviewing Joseph and David Maxfield in my Forbes blog in 2015 in a piece on Gender Bias Is Real: Women's Perceived Competency Drops Significantly When Judged as Being Forceful, on their groundbreaking research on gender bias, and I've often quoted the information that their research uncovered that proved gender bias is not imagined, it's real – and their research showed on how women's perceived competency and perceived worth drops exponentially more than men's when they are are perceived as forceful or assertive. I've featured their work in my TEDx talk Time to Brave Up, and in my new book The Most Powerful You and my Most Powerful You Course which is why I'm so excited to speak with Joseph today and bring you his expert insights and perspectives on navigating crucial conversations. This episode is part of our “Summer Pick series” which features a selection of the most popular and downloaded shows we've aired in the past several years.   Highlights from this Episode: Why Joseph was first drawn to topics around communication and crucial conversations [5:36] The real reasons he feels that many of the conversations happening today are so volatile [9:01] Why your internal and external approach to a conversation will often be the key to achieving a successful outcome with the other person [12:57] The way that our fears, or the threats that we perceive, will impact how a conversation unfolds [15:22] A technique he recommends to disarm perceived threats by both parties [16:06] The 3 different types of stories we tell ourselves, and how to begin mastering them today [20:30] A time that Joseph made a stand to have his voice heard, and the role that setting ground rules beforehand had in doing this [23:44] What the goal of every conversation should be, and what we shouldn't be trying to do [27:24] How I was able to diffuse a difficult situation that I faced in my professional career [32:18]   For More Information: https://josephgrenny.com/  www.vitalsmarts.com https://www.linkedin.com/company/vitalsmarts/  https://twitter.com/vitalsmarts https://www.instagram.com/vitalsmarts/    Resources Mentioned: Ready to become more confident, powerful and successful in work you love?   CHECK OUT MY “MOST POWERFUL YOU” VIDEO COURSE! If you're tired of working so hard in a career that just isn't working for you, this is the course for you! This transformative 8-module training course, based on my bestselling book The Most Powerful You, will help you close the 7 most damaging power gaps that keep 98% of professional women from thriving at the highest level, and reaching their most thrilling potential. In the course, you'll be taught transformative actions, strategies and mindsets that will help you experience exponentially more positive power, self-mastery, confidence, communication skill, leadership, and influence over what transpires in your life, career and relationships (both at work and at home).  Based on 16 years of coaching with thousands of women around the world, and from my own personal learnings in transitioning from unhappy corporate VP to therapist, to now globally-recognized career coach, speaker, writer and speaker, and with amazing strategies from over 30 of the nation's top experts in fields essential to our success, this course gives you a clear roadmap for the exact steps to take to become more confident and influential in work you'll love and feel proud of, with inspiring leaders, colleagues, and mentors who will help you thrive and keep growing for the duration of your professional life. If you're ready to close your power gaps and become the MOST POWERFUL version of you, CLICK HERE to learn more and register! Order Kathy's book The Most Powerful You today!  In Australia and New Zealand, click here to order, elsewhere outside North America, click here, and in the UK, click here. If you enjoy the book, we'd so appreciate your giving the book a positive rating and review on Amazon!  ___________________________________________________________ Other resources mentioned: Joseph's Book, Crucial Conversations: Tools for Talking When Stakes are High & His Other Works  Untangling the Mind: Why We Behave the Way We Do by Theodore George, M.D.  Kathy's Forbes Blog with Joseph Grenny and David Maxfield, Gender Bias Is Real: Women's Perceived Competency Drops Significantly When Judged As Being Forceful Kathy's Forbes Post, What Is Feminism, And Why Do So Many Women And Men Hate It? Kathy's Power Gaps Survey, Support To Build Your LinkedIn Profile To Great Success & Other Free Resources Her TEDx Talk, Time To Brave Up & Free Career Path Self-Assessment Kathy's Amazing Career Project video training course & 6 Dominant Action Styles Quiz   Sponsor Highlight   I'm thrilled that both Audible.com and Amazon Music are now sponsors of Finding Brave! Take advantage of their great special offers and free trials today!  Audible Offer Amazon Music Offer QUOTES:  “The only way norms get reset, and the only way that biases become apparent and addressable, is through conversation. That's the only mechanism that gives us any hope.” [4:00] “Time and time again, we've found that almost any area of pain within an organization, what kept those problems chronic and turned them from an incident into a pattern, is peoples' inability to confront, discuss and resolve [the issues].” [6:02] “All of us are really hardwired for failure around complex social dynamics. However, we have the software to learn. We have the capacity to rise above our thinking and our patterns, and to create new ones.” [10:25] “The words that come out of your mouth will have part of an effect, but if there's a contradiction between what I read from your face and what I read from your mouth, I'll trust the face.” [14:15] “There's a huge opportunity for us to de-escalate our own emotions, if we recognize that this is just a perceived threat, and not a real threat.” [16:03] “When you behave in a way that's inconsistent with their story, you help them dismantle it.” [34:41]   Watch video versions of my interviews on Finding Brave!  Don't forget – you can experience each Finding Brave interview episode in both audio and video formats! Check out new and recent episodes on my Youtube channel at YouTube.com/kathycaprino. And please leave us a comment and a thumbs up if you like the show!  Please share your positive ratings and reviews! If you love the show, we'd be so very grateful for a positive rating and review on Apple Podcasts! These great ratings help us reach more and more people who are interested in boosting their careers, businesses, and their leadership, and keep in the Top 100 Apple Career Podcasts in countries around the world. Thank you!

Special Guest: Megan RobinsonMegan Robinson is the principal at E Leader Experience and works with individuals and teams to develop self-leadership skills that grow companies. She started her career in marketing climbing her way through the corporate ladder at advertising agencies and fortune 500 companies. Like many of us, she caught the entrepreneur bug and started her own marketing company. After yet another “Business Therapy” session, Megan discovered her true passion was in coaching and is a John Maxwell certified coach and DiSC Trainer. In addition, she is the Past President of ATDChi the leading learning and development organization in Chicagoland. Inspired by her own successful career in corporate and entrepreneurial environments, Megan makes leadership approachable for everyone, regardless of title, position, or experience.Website: eleaderexperience.comLinkedIn: https://www.linkedin.com/in/tritcak/ Leadership resource recommendations from Megan:Podcast: The look and sound of leadership: https://podcasts.apple.com/us/podcast/the-look-sound-of-leadership/id280383574 Books: Crucial Conversations: Tools for Talking When Stakes are High - Joseph Grenny, Kerry Patterson, Ron McMillan, Al Switzler, Emily Gregory https://www.amazon.com/Crucial-Conversations-Tools-Talking-Stakes/dp/1260474186/ref=sr_1_1?crid=2TH9MIXLHM5HS&keywords=crucial+conversations&qid=1655249769&s=books&sprefix=crucial+con%2Cstripbooks%2C458&sr=1-1Dare to Lead: Brave Work, Tough Conversations. Whole Hearts. - Brene Brown https://www.amazon.com/Dare-Lead-Brave-Conversations-Hearts/dp/0399592520/ref=asc_df_0399592520/?tag=hyprod-20&linkCode=df0&hvadid=312118059795&hvpos=&hvnetw=g&hvrand=16472470021780395775&hvpone=&hvptwo=&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=9032946&hvtargid=pla-525235242163&psc=1 The Coaching Habit: Say Less, Ask More & Change the Way You Lead Forever - Michael Bungay Stanierhttps://www.amazon.com/s?k=the+coach+habit&i=stripbooks&gclid=CjwKCAjwqauVBhBGEiwAXOepkZNXieymlIDevLP4d2LELFglElvmIuNcBQZbv7YmoaRl-eMpWKRycRoCGt4QAvD_BwE&hvadid=243343917964&hvdev=c&hvlocphy=9032946&hvnetw=g&hvqmt=e&hvrand=1910963525151847270&hvtargid=kwd-311175130704&hydadcr=21874_10169699&tag=googhydr-20&ref=pd_sl_21qw7gskil_e The 21 Irrefutable Laws of Leadership: Follow Them and People Will Follow You - John C. Maxwell, Steven R. Coveyhttps://www.amazon.com/21-Irrefutable-Laws-Leadership-Anniversary/dp/0785288376/ref=sr_1_9?crid=3NIHAGWEC73WO&keywords=leadership&qid=1655249810&s=books&sprefix=leadership%2Cstripbooks%2C115&sr=1-9

Book discussion. Three major talking points.  1) Start with Heart: Work on Me  2) What you Really Want  3)  Refuse "Sucker's Choice" Segment One: Start with heart: (Pg27) " How to Stay focused on what you really want. The How of Dialogue. Encourage Flow of Meaning. People can change. Start with a look at self. What do you really want out of the conversation? Refocus your brain. Segment Two: (Pgs 35-35) How do you focus on what you really want, what do you want for relationships? How to focus when conversation has turned crucial? Find your bearings. Take charge of your Body. Ask  questions. Common Deviations or distractions: Wanting to Win. Seeking Revenge. Remaining Safe.  Segment Three: Refuse "Sucker's Choice " which results in ignoring the third health choice option. Open yourself to change. Know what you want, what you do not want. Start with Heart.  Present your brain with more complex questions to search for more productive way to communicate. Closing: Other forms of communicating that can make it difficult to navigate a crucial conversation: Non verbal, passive aggressive, sexual innuendos, psychological warfare and mental mind game. How to combat passive aggressive bullies: Truly goes back to "Start With Heart." It is easier for others to cope by percieving you as lesser or weak. It is not your fault they are limited and cannot handle the discussion or you. Respond accordingly hopefully utilizing these techniques  Hello and hope you're doing well whenever you're seeing this, hearing this, or reading this. I'm on Anchor FM, Blogspot, Twitter, Instagram, TikTok, Pinterest, and Facebook Introducing our new website. Yourpresentreality.com --- Support this podcast: https://anchor.fm/jenna-curacoa/support

Season 3; Episode 4: The Shared Journey is Where the Richness Lies with Peter and Holly GordonPeter Gordon is the Chief Investment Officer and Head of Commercial Real Estate Debt for a large asset management firm. Holly Gordon is the Chief Impact Officer at Participant Media, overseeing the company's social impact strategy and campaigns, furthering Participant's mission to create storytelling that inspires positive social change. Key Takeaways from this Episode:Words, Behavior & Connection·       Label the conversation: Is this a vent session? Is it a decision-making session? Is it brainstorming? ·       If it's vent session, ask the person venting: do you think that person meant to do what they did? If not, then rethink the complaint and change your approach. There's a lot that's invisible in everyone's conversations.·       Words set the stage and actions define it and you're defined by your actions, not by your words. We can float words out there, but at the end of the day, it's how we consistently behave that defines us. ·       Stop and say, ‘What am I afraid of?' I'm having a reaction to this conversation, and here's why: I'm afraid that this might happen… What makes us most agitated has some kind of fear around it. Fight or flight mode is about survival. If you can identify it, you can start to let it go, because it usually can be worked out. ·       Walking meetings, even on the phone, is different than sitting across the table from each other or being on Zoom. When you're moving, it has a different kind of physiological effect, and it creates feelings of connection. Safety & Untangling the Toxic Workplace·       The overlap between work and home life, can build on one another in a great way, or in a destructive way. In a safe workplace, some people open up and other people almost go backwards. ·       Is there a component of their home life, that they haven't had that kind of autonomy and freedom of thought, and they're not sure what to do with it?·       Don't hide behind the phrase “toxic workplace.” Instead, you need to unpack the dynamics behind why you're not happy in that workplace. Also reflect on your own contribution that you identify as areas for growth.The Great Resignation·       Reflect on which dynamics at work are difficult? Is it just one or two individuals? Is it a lack of shared values? ·       It's a lot of work to decide to stay or quit. That's why people just stay out of exhaustion or quit and haven't really figured out why they quit or what they should be doing differently.·       If you don't figure out why you are quitting, you can carry that baggage to the next place.Situational Leadership·       There's more than one type of leadership, there's a spectrum. Not one type of leadership works in isolation. You have to adapt. On one end of the spectrum is leadership that offers vision, guidance, and direction; the other end of the spectrum offers compassion and being in the journey with you.·       Leaders need to recognize the spectrum and do what is necessary at the right time with the right person. Some perform at a much better level at one end of the spectrum than the other, but you need both. ·       You need to earn my respect, so I will follow you, and I need to earn your respect every day so that you will follow me. People are trusting that leaders have their best interests at heart.·       Leadership is better and more productive when less hierarchical. It's less about structure and more about how you deliver conversations and respect one another.Advice to co-CEOs & co-Founders·       Being a co-CEO or co-founder is a lot like a marriage. Reflect deeply on what you both imagined to be true and what you want to be true. What can begin as a slight difference becomes the Grand Canyon over time.·       Any kind of co-leadership role demands trust, respect, loyalty, feeling valued, appreciated, etc. When you only have your own perspective, mediation (bringing in a third person) can help work through challenges and remind both people that they have the same shared goal, the health of their company.Work & Home Life·       The work that you do in your marriage, your personal relationships, and the way you apply that to your work, are connected. ·       The old model of, “I shut the door and go home, and I'm a different person at home than I am at work” is dangerous. You should be the same person at both places. The person and the principles that guide you shouldn't change from one place to the other.Finding your partner and equal·       Deep trust, strong communication, independence with interdependence is critical to relationships. So is loyalty, respect, attention, and interest in your relationships, will achieve, over time, a kind of understanding.·       Having different skillsets and looking at the world differently helped us recognize and appreciate that each person brings a different skill to the relationship.·       Painful cycles are normal to any relationship. Resources·       Unfinished Business by Anne-Marie Slaughter·       Crucial Conversations: Tools for Talking When Stakes are High by Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler·       How to tame your Advice Monster TEDx with Michael Bungay Stanier ·       Girl RisingTo learn more about my work in executive coaching, leadership development and team effectiveness check out my website, connect with me on LinkedIn or email me at winnie@winnifred.org.  Reach out and tell me what was helpful about today's episode or any suggestions you have for my show.Please leave a review and tell someone else about this show; look below for some instructions on how to leave a review on Apple Podcasts.I look forward to sharing another transformative conversation with you next week!------------------------------------------------------------------------------------------------------------------------------------------------------------How to leave a rating or review in Apple Podcasts (on an iOS device)1.      Open the Podcasts app. 2.      Choose “Search” from the bottom row of icons and enter the name of the show (i.e., “Transformative Leadership Conversations”) into the search field3.      Select the show under Shows (not under Episodes)4.      Scroll down past the first few episodes until you see Ratings & Reviews5.      Click “Write a Review” underneath the displayed reviews from other listeners. You'll then have the option to rate us on a 5-star scale, and write a review if you choose (you can rate without writing, if you'd prefer)

This is the FINAL episode of Season 3... But we're going out with a bang! Sandy Pharaon is a Speaker & Certified Health Coach with over 15 years of leadership experience in the workplace. She founded Abundant Wellness LLC, to create a community for career-driven women to achieve harmony and healing in their homes, workplaces, and faith through a proven four-step method called P.A.C.E. She aligns so well with the Grow To Be Free brand and we talk about key topics like: What is Abundant Wellness? Handling a Business Acquisition and Getting Passed Up for a Promotion Going at Your P.A.C.E The Road to Losing 30 Pounds Professional Networking Healthy vs. Not Healthy Intentionality with Time Being Able to Communicate What You Need Is Work-Life Balance a Myth? Tips for How To Balance Your Goals with Your Health The next season will release on May 15th so mark your calendars and make sure you're following the podcast so you'll get notified when the first episode drops! In the meantime, stay in touch on IG, TikTok, and check out the books that Sandy mentioned: SANDY'S INSTAGRAM ABUNDANT WELLNESS COMMUNITY ALL OF SANDY'S LINKS “Boundaries: When to Say Yes, How to Say No to Take Control of Your Life” by Henry Cloud and John Townsend “Crucial Conversations: Tools for Talking When Stakes are High” by Joseph Grenny and Kerry Patterson ____________ Leave a Review & Get A Shoutout on the Podcast! Your feedback is MUCH appreciated. If this episode resonates with you, share it with a friend who needs to hear it! ____________ GET YOUR AMBITIOUS PEACE JOURNAL ON AMAZON HERE FOLLOW/DM KIANI ON IG OR TIKTOK @growingtobekiani CHECK OUT THE WEBSITE: https://growtobefree.com --- Support this podcast: https://anchor.fm/grow-to-be-free/support

In this episode, we explore how trustworthy and transformative leaders carefully balance authority and vulnerability to create space for flourishing. Conversation overview What comes to mind when you think about authority? What comes to mind when you think about vulnerability? The vulnerability to tell the truth Having conviction and humility The importance of loving the people that we serve What might it look like to be out of balance? Listener question: what do forgiveness and reconciliation look like when we're thinking about using power wisely? The skill of holding tension When is the right place and who are the right people to be vulnerable with? How can we learn to balance authority and vulnerability, to hold the tension? Links: When Narcissism Comes to Church: Healing Your Community From Emotional and Spiritual Abuse by Chuck DeGroat Crucial Conversations: Tools for Talking When Stakes are High Dare to Lead: Brave Work. Tough Conversations. Whole Hearts. by Brene Brown The 7 Habits of Highly Effective People by Stephen Covey Strong and Weak: Embracing a Life of Love, Risk and True Flourishing by Andy Crouch Dr. James Furr Psalm 8

Leadership communication is as much mindset as it is skillset. This week, I'm recommending six books you can read to improve both. Additional Leadership Resources Leadership and Self-Deception by The Arbinger Institute Beyond Reason: Using Emotions as You Negotiate by Roger Fisher and Daniel Shapiro Think Again: The Power of Knowing What You Don't Know by Adam Grant Dare to Lead by Brené Brown Crucial Conversations: Tools for Talking When Stakes are High by Joseph Grenny Difficult Conversations: How to Discuss What Matters Most by Douglas Stone, Bruce Patton, and Sheila Heen Take our free DISC Assessment. Download our free report, The First 7 Things to Do When You Get Promoted. Follow us on Facebook. Related Episodes Make Leadership Communication a Habit

Artist Manager and Founder of Riveter Management, Charlene Bryant, is quickly becoming a trailblazer in the music industry. Crafting incredible careers for performers, such as platinum recording artist Trippie Redd, is a result of Bryant's industry experience managing live venues and working with all three major record labels early in her career. At her core, Bryant is a results-driven professional that understands and appreciates the importance of relationships and the creation of opportunities. Bryant holds a Business Administration degree in Music Business from Belmont University. She also served as the Vice President of W.M.B.A. (Women's Music Business Association) in 2019, was a member of S.O.L.I.D. (Society Of Leaders In Development), and a member of the Country Music Hall of Fame Troubadour Advisory Council. She was honored with the Nashville Business Journal's Women in Music City Award, two years in a row, in 2018 and 2019. Charlene was named to Billboard's Hip-Hop and R&B Power Player List in 2020 and 2021. #theentouragepodcast During this episode, she shares: The importance of self care and self preservation How to qualify the talent you want to work with as a potential artist manager  How to find out if you're being hungry or desparate  Book recommendation: Crucial Conversations: Tools for Talking When Stakes are High Paperback by Joseph Grenny, Ron McMillan, Al Switzler, and Stephen R. Covey Book recommendation: The Baddest Bitch in the Room: A Memoir by Sophia Chang Social media:  Riveter Management Facebook: facebook.com/rivetermgmt Riveter Management Instagram: instagram.com/rivetermgmt Riveter Management Twitter: twitter.com/RiveterMGMT Riveter Management Website: rivetermgmt.com The Entourage Podcast Website: theentouragepodcast.com  The Entourage Podcast on Instagram: @theentouragepodcast The Entourage Podcast on Facebook: The Entourage Podcast Intro/Outro Music:  “Waiting IV” by Celeste Betton Link to album: http://bit.ly/celeste-betton-entourage Instagram: @celestebetton Facebook: Celeste Betton Who this episode is for: artist managers, artists

Hophan and Mir contemplate the week ahead filled with questions and comments. Movie/tv/book/podcast Rec: Marvel's What If?, Crucial Conversations: Tools for Talking When Stakes are High by Kerry Patterson..., How to Win Friends and Influence People by Dale Carnegie (1936) Let us know what topics you want us to cover you can email us @ teacheravenuepod@gmail.com, you can also follow us on Instagram @teacheravenuepod --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app Support this podcast: https://anchor.fm/teacheravenuepod/support

You're not going to like your job every single day. And a stressful week or two doesn't mean you need to quit and move on. There may be things you can do to improve your current situation. That's why it's so important to look internally before you change your external situation. So, how do you know when it's time to make a change? On this episode of Career Confessions, I explain why a bad month at work doesn't necessarily mean you're on the wrong path, challenging you to analyze why you're frustrated before you make a change. I describe how to identify whether you're unhappy with the actual work you do as opposed to the environment you're in and discuss the danger in attaching your identity to the glamour of working for a well-known corporation.  Listen in for insight on addressing conflicts with coworkers and learn how to change what you can about your current role before you make an informed decision to leave altogether. Key Takeaways   Why a bad month doesn't necessarily mean you're on the wrong career path The first question to ask yourself before you decide to make a career change How to analyze your workload and decide whether you genuinely like what you do (even if it's difficult or frustrating sometimes) The danger in attaching your self-worth to the glamour of a big company How to identify whether you're unhappy with the actual work you do vs. the environment you're in Why some of us intentionally shy away from opportunities for growth (and how to change that) Why you should squeeze as much value as possible out of your current role before you make a change My challenge to reserve some of the energy you usually give your job to fuel your job search strategy Why you should address conflicts with coworkers rather than leave your job Connect with Andrea Andrea Martin Consulting Andrea on Instagram Andrea on YouTube Andrea on LinkedIn Resources Crucial Conversations: Tools for Talking When Stakes are High by Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzler Audible Access the Corner Office Accelerator Course [Promo Code PODCAST] Join the Success Blueprint Vault Mastermind

Цього разу ми поспілкувались з Анною Курило, про книгу – “Crucial Conversations: Tools for Talking When Stakes Are High”. Якщо коротко, то ця книга про досягнення результату через комунікацію. Тому радимо послухати подкаст всім кому доводиться багато спілкуватись. Які теми ми обговорювали: – Що таке “ключова розмова” та як її розпізнати – Чому мозок робить швидкі висновки? – “Жертва”, “Злодій” чи “Безсилий”. Хто я? – Основні принципи успішних розмов Хто така Анна? Анна — менеджерка, програміста і ведуча подкасту "Хочу як ти". У 2020 вона перейшла в менеджмент, зараз керує командою з 6 людей та вже має декілька перемог та поразок у цій сфері. Анна любить вчитися новому і знайомитися з людьми, тому почала подкаст "Хочу як ти", в якому розпитує людей про їх досвід в роботі, хобі та розв'язання життєвих питань. --- Send in a voice message: https://podcasters.spotify.com/pod/show/techtoloka/message

Backed by thirty years of social science research, Crucial Conversations skills represent the standard in effective communication and the marker of high-performance individuals and organizations everywhere.Whenever you're not getting the results you want, it's likely an important conversation either hasn't happened or hasn't been handled well. In fact, success is largely determined by how quickly, directly, and effectively we speak up when it matters most.Joseph Grenny is a four-time New York Times bestselling author, dynamic keynote speaker, and leading social scientist for business performance. Over the past thirty years, Joseph has delivered engaging keynotes at major conferences including the HSM World Business Forum at Radio City Music Hall. Joseph's work has been translated into 28 languages, is available in 36 countries, and has generated results for 300 of the Fortune 500.Highlights:0:00 - Intro2:31 - Crucial Conversations disproportionally impact everything7:49 - Truth drives improvement8:58 - How most people handle crucial conversations10:54 - Can you be honest & keep friends?14:11 - A new paradigm: The Pit vs. Staircase17:23 - How the book is organized20:01 - Overview of the 7 key principles31:14 - How this work has impacted Joseph33:05 - Practical action step to improve crucial conversations35:22 - What is success and how can I be successful?If you are interested in learning more about Crucial Conversations you can visit: https://www.vitalsmarts.com/crucial-conversations-training/***If you like this podcast and the books we discuss it would mean a lot if you left a positive rating and review on iTunes/Apple Podcasts ;)Follow on:YouTubeInstagramFacebook

How can physicians communicate better when they're not in doctor mode or outside of their comfort zone? Talking to your spouse, family members, and nonphysician bosses are crucial conversations that affect your relationships and day-to-day life.  Dr. Penelope Hsu, a pediatrician, board-certified professional coach, and one of our coaches at The Happy MD shares some communication tips and strategies adapted to doctors and inspired by the book, Crucial Conversations: Tools for Talking When Stakes are High.   "You can't just shove your belief system, your values onto somebody else.  You have to at least have respect. You may not agree but the question isn't who's right or who's wrong.  The question becomes, “If we're both right then what?” - Dr. Penelope Hsu   Highlights: (02:54) Taking your doctor hat off (07:50) Tips about crucial conversations (10:44) The importance of rehearsing conversations (12:44) Creating mutual respect  (15:59) Beginning tools for coaching clients (23:36) Start with the facts   Resources: Crucial Conversations: Tools for Talking When Stakes are High http://bit.ly/CrucialConversationsToolsforTalkingWhenStakesAreHigh   Watch on Youtube: https://youtu.be/ut0ChA4Usyc   Learn more about Dr. Dike and The Happy MD: https://linktr.ee/dikedrummond   We would love to hear your feedback.  Send us your review on Apple Podcasts/Itunes, or in other directories through this link: https://www.podchaser.com/podcasts/physicians-on-purpose-1546320

Tools for Talking When Stakes are High.

Cal and Vicki Holt open the books on what's caused them to have a successful marriage for 45 years.Amazon links to books mentioned:Crucial Conversations: Tools for Talking When Stakes are High - Patterson, Grenny, McMillan,  SwitzlerLink to Myers-BriggsMyers-Briggs personality test

recorded on the Friday, December 4th, 2020 On episode 64 of Squawk Ident, Tenacious K, Av8rTony and his fellow Squawk Ident crew members, Captain Roger and Rob D, sit down with a fascinating young Airline Pilot, Flight Instructor, Former Freight Dog, Flight School Founder, Entrepreneur, and dare I say, Social Media Influencer. We discuss his amazing journey in aviation, his position as a Co-Founder and of Director of Operations at Icarus Flying Academy, and we explore his growing footprint in the aviation industry and beyond. Join us from his Dallas, Texas home, help me in welcoming to the show Captain Karim. references: Aviation High School theKarimShahin YouTube channel Icarus Flight Academy website FFDO program @Iflymetalbirds on Instagram Crucial Conversations: Tools for Talking When Stakes are High by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler Thank You for Listening! Don't forget to Subscribe, Like, Subscribe, and Share Please visit Av8rtony.com for more show content, audio archives, cover art, Squawk Ident gear, audio feedback, and more. Intro and transition music & cover art by Av8rTony and produced at Av8r Sound Studios of Southern California Facebook, Instagram, Twitter & YouTube user just search Squawk Ident Podcast Squawk Ident can now be heard on iHeart Radio, Spotify, Amazon Music, Anchor.FM, Apple Podcasts, Google Podcasts, Breaker, Overcast, PocketCasts, RadioPublic, and many more. Copyright © Squawk Ident 2020, All Rights Reserved Copyright © Av8r Sound Studios 2020, All Rights Reserved Squawk Ident by Av8rTony is licensed under a Creative Commons Attribution - 4.0 International License --- Send in a voice message: https://anchor.fm/squawkident/message Support this podcast: https://anchor.fm/squawkident/support

Kaitlin Pettersen Show Notes Kaitlin Pettersen leads the global Customer Support team at Intercom - responsible for the performance and operations of 60 ICs and leaders out of Intercom’s Dublin and Chicago offices. Previously, she launched Yelp's EU Customer Success and Account Management in their London and Dublin offices.   Questions   Could you share a little bit about yourself with us, a little bit about your journey, how it is that you got into customer success and just all of what led to where you are today? Intercom is the name of the company that you are currently affiliated with; it's a conversational relationship platform. So, for those persons that may be listening to this podcast, could you share with them exactly what does Intercom do? Can you share with us what do you view as the major challenges and opportunities facing customer support right now? Intercom recently launched Conversational Support. Can you tell me a little bit about how you are actually diving into providing conversational support from your end? As a leader, as a customer support leader, what are some maybe one or two traits you think that you really need to be successful in this industry? Could you share with us maybe what's the one online resource, tool, website or that you absolutely can't live without in your business? Can you share with us maybe one or two books that have had the biggest impact on you? It could be a book that you read many, many years ago or even a book that you read recently. But it has really struck a great impact on you. Could you share with us what's one thing that's maybe going on in your life right now - either something that you are working on to develop yourself or your people, but something that you're really excited about? Where our listeners can find you online? Is there a quote or saying that during times of adversity or challenge, you tend to revert to this quote? It kind of helps to put you back on track and just get back on what it is that you are working on.   Highlights   Kaitlin’s Journey Kaitlin shared that she have probably her entire career since she joined the workforce at 15 at a local cafe, has always worked in customer facing roles, cafes, coffee shops, customer support representatives on up through the leadership track. So, across a variety of industries, including, of course, Intercom and Yelp, as well as some of the more traditional service industries earlier in her career. So, that's sort of been a through line through it all.   She’s originally from California, she’s been with Intercom for about three and a half years now, and it's been a real joy and something that she has found to be profoundly exciting and fulfilling to see really the rise of the customer. And she has seen sort of that transformation that she has heard talked about on the podcast in the past and she thinks that all of us have seen in the industry where what happens post sale it's that, it's an afterthought. And to see this new wave of call it customer centricity, call it something else, call it just good business practice has been really fun to watch and it's certainly a change in the industry that her career has benefited from and she knows that the careers of so many.   So, very, very fortunate to lead a really amazing team of individual contributors and managers at Intercom. They are working and using their own product to support Intercom’s 30,000 customers, they believe in a messenger first approach but really stretching the boundaries of what she thinks people assume support means when they hear messenger or chat, this is asynchronous, highly segmented.   They're leveraging technology, proactive support, and self service support. But that's a little bit about her, her excitement for this type of work in industry and how they're currently managing and running their team at Intercom.   What Does Intercom Do? Kaitlin shared that Intercom is a conversational relationship platform; they offer a variety, a whole suite of products that are layered on top of their messenger. So, you may if you if you haven't heard of intercom before, you've likely seen it, if you're on your favorite website and in the bottom right hand corner, if you see a little messenger bubble that's got the intercom smiley face and you'll know it once you see it. And the messenger is really what sits on the front end that consumers and website users see.   But on the back end of that messenger, you've got a powerful platform and tools and a suite of tools and features that allow you to communicate with your customers, really every stage of the life cycle. So, whether that be kind of the work that's more traditionally associated with, say, sales development that lead generation on through to the actual sales process itself, to the customer management, customer success, customer support, customer experience, whatever you want to call it. And then there's, of course, the marketing element too.   She thinks so much of how we think about selling, supporting and engaging customers, there's so much fluidity between those use cases and roles these days. And a tool like Intercom really empowers that fluidity and allows you to use one product to talk to your customers, sort of regardless of where they are in that lifecycle. Most folks would know them as a support tool that, of course, is their bread and butter and something that they're very, very proud of.   But there's a lot more to that. And most recently they launched a new system that they really believe in, which they're calling the conversational support funnel, which really allows growing companies to do what previously has been very challenging or nearly impossible, which is to maintain a high quality, high level of support for your customers, but to do it at scale and to ensure that you don't have to compromise that quality experience for the inefficiency that growing companies with big commercial ambitions need to prioritize.   Me: Brilliant. I was actually looking at some of the examples of the interfaces that you have on your website while you were speaking. And it reminds me of I'm assuming that the platform I use for my webinars is Demio, they probably are one of your customers because this is exactly how their interface looks when I am conversing with them. And I've had many conversations over the last few months, definitely since Covid-19, where I speak about the fact that I love that their platform integrates across different channels, so it's an omni channel experience. So, whether I speak to them through their website or through Facebook Messenger or through Instagram, all of the conversations are connected. Does your platform facilitate that? Clearly it does.   Kaitlin agreed that it does and that they are one of, as Intercom support team; they're one of Intercoms biggest customers. And so, she can certainly speak to how they use it. And for them, it is that omni channel experience. So their customers can email them, they can send them a tweet, they can open the messenger on their help center, for example, if they couldn't find what they were looking for. And all of that flows through into what they call their team inbox. And then her team communicates with their customers through that inbox, sort of regardless of that initial point of contact, it all flows through to that inbox.   And then there's a variety of features and functionalities to better understand some of the themes coming up in that conversation that would then inform what might be a follow on proactive communication that they would send to you kind of in that customer engagement space or what material, what might be helpful to you is that customer that was seeking something from them. What can they serve you proactively that's going to be useful to you?   So, there's a lot that goes on behind the scenes there, behind that little messenger. But you are right, it is an omni channel experience and that customers, regardless of their entry point, it all flows sort of through that messenger on the front end into the back end to their team and support teams like her own team who have the great responsibility and joy of talking to customers.   Me: I love it. I talk about them all the time. As a matter of fact, that was my deciding factor. So even though the platform that I use for the webinars doesn't have maybe as many features as some of the more established webinar platforms, I chose Demio because of their responsiveness and their customer experience, because that was extremely important to me. So, I definitely give you and your team kudos and an applaud and recognition for partnering with them, having them as a customer and definitely providing that experience for me because I've spoken about it so many times.    What are Major Challenges and Opportunities Facing Customer Support When asked about challenges and opportunities facing customer support and Kaitlin shared that the list is long but she’ll focus on maybe the top two or three. She had a former leader who called them “problemtunities”, which is probably a silly phrase, she thinks that's what you got to do when the world is shifting around you and support teams are up against new realities, how do you lean into solve them but also identify what opportunities might be there?   But to answer your question more directly, major challenges, it's hard to talk about this year without talking about the impact of Covid-19, either directly or indirectly. So, she thinks if we look back to say like let's call it March through maybe June, everything was changing.   The travel industry is the one that always comes to mind for her as an example, you just have this surge of customers with needs and questions and they're time sensitive and in some cases panicked and pick your vertical, pick your industry, some version of that happened on the back of Covid-19.   And for some businesses, it was a positive surge. Many, many businesses saying, goodness, our doors are closed, but we can still sell our great products online. How can we leverage the technologies out there to do that?   So, whether it's a positive thing or a challenging thing, Covid has certainly accelerated change that we're seeing in customer support. To Yanique’s point in particular, the webinar platform, customers expect a high quality but also convenient experience and they won't stick around or they won't say yes to you if they don't get it.   And she says high quality and convenient intentionally, she doesn't necessarily say fast. Now for you, you might also say, “Nope, for me, fast, faster is better for Demio.” But she thinks that something that is also changing is like historically people have associated online support or chat support with real time support.   But there are technologies and workflows and processes that you can leverage in chat and in messengers to offer a great asynchronous customer experience. And they can get into some examples of that, of course, if and when helpful. But, again, you can imagine the travel industry business, let's say an airline, they're getting a big surge of questions and as people are navigating to their website to grab their phone number to jump and chat or to grab an email address, you can pop up a messenger that serves some information to that customer right there when they need it that says, “Hey, are you looking to understand your options, to change your flight?” as an example.   So it doesn't necessarily have to be this back and forth real time, faster is better, in many circumstances faster is better. But she likes to be very specific about saying high quality, convenient and in their experience; they also believe conversational, people are using messengers at a faster and faster rate these days, WhatsApp, iMessage, Facebook messenger, Instagram messenger, this is how people communicate now.   And so, making it as easy as possible for your customers to communicate to you. I text my family, I check something else through messenger, and then I message a company with a question and I'm able to interact with them in a way that's rather familiar to me.   So, she thinks the need for that sort of personal, convenient meeting customers where they are when they need you, she just thinks the need for that has really accelerated. And then to the volume point she talked about, customers expectations are not changing, but their needs are perhaps increasing.   So, customer support teams, and this is certainly impacted them, have felt overwhelmed by the volume of inquiries they need to manage. And that not only can lead to challenges for customers, but also challenges for your team. Burnout is a real thing. Front line support as you call it, it can be a bit gruelling. And so, as the months roll on, you're not only thinking about how do we continue to adapt our experience to meet the needs and expectations of our customers but how do we also maintain this great, highly motivated team that we worked so hard to hire and retain? So, she thinks we're seeing increased needs and volume from customers, we're seeing increase pressure on support teams.   So, businesses need to adapt faster than ever to adapt to all that change and they need that personalized human way to connect with customers. She also thinks one of the greatest needs of this year in and outside of the customer world is empathy. Everyone is just going through something or multiple things, big and small.   And so how can you empower teams and customer facing folks to connect with customers in a way that empathy can transfer through and everyone can still do their job and get done what they need to get done for the businesses. But sometimes when you're just dealing with like forms and these more traditional methods of communication, you're not really able to bring in that element of empathy, which she thinks is also sort of a unique need.   So, all that to say, she thinks big change, lots of transformation, businesses running as fast as they can to keep up. And from her and their perspective, they think that this is creating a movement towards these conversational experiences. So, again, it doesn't necessarily have to be real time, but how can you meet people where they are? How can you connect to them in an empathetic and real way? And most importantly, how can you meet their needs efficiently?   Launching and Providing Conversational Support  Kaitlin shared that firstly, just to define Conversational Support, it's probably obvious that just to be clear here, so they believe that conversational support is the next generation way to resolve customer questions. And really what they mean by that is this is a messenger based experience, as she mentioned, showing up for your customers where they are, when they need you, that's to speak again to some of that omni channel experience that you talked about.   And so, they started to wrap their heads around what is conversational support mean and how can they package this in a way where it really makes sense to the market where they can say, “Hey, we think there's a better way to do this and here's how to think about it.” So, in June of this year, which in 2020 terms feels like 9 months ago, but it was just a few months ago, they launched a framework for delivering this conversational support and they call that the conversational support funnel. She mentioned that earlier.   And so, this is really a blueprint to show businesses how to increase efficiency, because that's certainly a need, it's always been a need in the support space, but has increased in importance this year. How can you improve your customer experience and then how can you improve the morale of your team? Let's not forget about these teams that are doing such great work out there.   And so, this funnel is a concept for how they think modern support should look like and how it empowers customers to scale these messenger based experiences. Because, again, in the past, she thinks folks associate messengers or chat experiences with very expensive one to one real time support when it doesn't need to be that way.   So, to bring that funnel to life, you can picture your little upside down pyramid here, at the top you have proactive support. So, again, to her airline example, what are the known questions that you know are coming in that can be answered proactively using targeted content?   And so, for them on their team, this looks like a deep partnership with their product education team that owns their help center and produces materials that help their customers. How do they partner with them to surface the right content, at the right place at the right time? And this is a balance, you don't want to overwhelm customers with information that they don't need. So you need to be really thoughtful here about surfacing the right again, the right thing at the right time, at the right place.   But that's that top of the funnel is get to the customer before they even have the question. And she’s sure we can all imagine these really delightful experiences we've had unfortunately they can be few and far between them. But you've got a need/question, maybe it's time sensitive and you jump onto the website or you pull up the email and it’s like there it is, there's what you need. And you just saved yourself 30 minutes and that feels really good.   Going on down the funnel, you got self-serving report. So these are those repetitive questions that can be answered automatically using chat bots or the knowledge base or help center.   So, they have a product called Resolution Bot that they use, but there's a lot out on the market that allows you to kind of programmatically recognize, “Hey, this is a repetitive question and we've got the answer and let's serve that up to this customer.” We've seen this go wrong in the past and what's exciting about the chat bot space is we kind of saw this. If you kind of think about technology, there was like the boom and then the bubble burst and then this new wave tech, she thinks similarly with chat bots there was like chat bots are the next generation and it really didn't work.   And you can imagine the like stock photography photos and you know you're not chatting to a person, you know you're chatting to a robot and you keep trying to get out of the loop and you can't. That's the past. The technology is moving very quickly and they believe in making people know if it's a bot, tell them it's a bot, “Hey, while you wait for Yanique and her amazing team, does this maybe help to answer your question, thumbs up or thumbs down? Thumbs down. Okay, no problem. You want to wait for the team? It's going to take us about X hours or whatever it is to get back to you.”   So, you've got to do it right, leave the objective stuff to the bots, leave the empathy to the humans, and then that gets us to the third and final point in the in the funnel, which is the human support.   So, complex questions that can only be answered by a human. But it isn't just about like whittling the volume down to your great smart humans, but also making it easier for them to work more efficiently. How can your system help them do their job more effectively, more efficiently and maybe even more delightfully.   So, conversational support is this idea of using a messenger, meeting customers where they're at. And you've got this funnel, which is this framework that's like, Okay, I'm into this conversational support thing, but how do I do it?   And they think that that's the proactive piece, the self-serve or automated piece and then there's the human piece. And then the last component here and you could tell she could probably go on hours here because this is really exciting.   The last thing she'll say is in August they announced a whole bunch of new features and tools to bring enterprise grade efficiency and scale to customer support for the first time.   So, traditionally businesses have had two choices, old school email ticketing forms and these allow teams to work efficiently, it organizes your customer’s needs into a nice and tidy queue and they're just going to wait as long as they wait but they're transactional. And then on the other end of the spectrum, you've got that fast personal messenger based experience that delighted customers. But synchronous is expensive and it lacks the under powering flexibility or underlying power to keep up with how larger teams work and scaling businesses, that gets really expensive and unmanageable really quickly.   So, they built this whole suite of tools to enhance this funnel or this model. And they think that they're more powerful and efficient than your traditional ticketing system, that they take that messenger experience, they unlock all components of that funnel and enable businesses to not have to make that tricky choice between clunky ticketing, old school or modern but expensive, finding that happy medium.   Traits for Being a Successful Customer Support Leader Me: So, Kaitlin, what are some important considerations for customer support leaders like yourself to be successful? So you spoke a lot about conversational support and a lot of these people that are working in your different teams with different organizations, they literally have to be out there in the battlefield every day offering that level of empathy, offering that level of understanding with customers, even if it's situations or circumstances that they've never experienced themselves. As a leader, as a customer support leader, what are some maybe one or two traits you think that you really need to be successful in this industry?   Kaitlin shared that she loves this question and she thinks Yanique hit on such an important point, which is sometimes as a leader, you don't know what it's like. And something that always comes to mind for her is to know the difference between what she would call knowing the material and then leading.   And she thinks as the support or experience leader, it's our job to do the latter, to lead. Our discipline in this wild world of customer support more than most means that your frontline employees are likely to know how to do their jobs or at least have the answers to your customer questions much more than you ever will. She jumps in to talk to their customers every now and again because it's the right thing to do and it's a great way for her to connect with their customers and team and it is the most humbling experience.   She mentioned that she is the most rookie person on their team when it comes to knowing their products and talking to their customers. Whereas if you think about, say, like the sales world, which she has a background in prior to post sale.   A leader can really coach those core sales skills and then you apply that philosophy to how your team approaches their book of business or their prospects. So, she thinks it's really important as a support leader to recognize you're very likely not going to have all the answers and so your value doesn't come from that, your value comes from building a strategy that allows your team to always be improving what they do for your customers and to feel for themselves that they're always advancing, that they're learning more, they're doing more, that they're developing in their own careers.   And she thinks that's what's really important to hire and maintain great talent. And so, she’s really big on that one and she kind of had to learn that in the hard way, because really in her experience at Yelp. She had done everything in sales and post sales support except maybe sweep the floor that they sat on.   And so, understanding what is leading the team look like, how do I enable them to be and feel more successful?   And how do I really own delivering great experiences for our customers and how do I leverage our team to do that?   So, she thinks that's a really important one. And then the second one, she'd say would be finding the balance between maximum efficiency for your customers and then maximum delight.   And she touched on this a little bit earlier as part of the funnel. But this is really going to look different for different businesses and brands. Ritz Carlton, they've got the bank account and the brand to air on delight.   But a lot of businesses out there, that isn't what you need and so regardless of where you sit on that spectrum, do we need maximum efficiency? Do we need maximum delight?   Everyone should probably fall somewhere in the middle. But being intentional about understanding where your experience for your customers should sit and then what you can do to drive for those outcomes. So maybe you're going from bootstrap startup to scaling up business that wants to go public, you're probably going to need to lean a little more on the efficiency side because you're going to need to tighten the belt and button up costs. And so, again, she thinks it changes as the business grows. But being really intentional about understanding where do we fall on the spectrum and then how do we leverage our tool, stack, our team, workflows to help us achieve that outcome.   App, Website or Tool that Kaitlin Absolutely Can’t Live Without in Her Business When asked about online resources that she can’t live without in her business, Kaitlin shared that she always feel bad because they've got a lot of favourites. So, she will cheat by saying they, of course, couldn't live without Intercom. They drink their own champagne, as they say. She doesn't like the dog food phrase, so she likes champagne, so they drink their own champagne.   But aside from that, she would say that your sales team, too, but certainly your support team, especially in a remote working world, which that's a whole other element of Covid that we didn't even talk about.   A knowledge management tool and process, and so they are super fans of Guru, which is a knowledge management system for all sorts of teams. And what she loves about it in particular, they all know what it's like to try and tackle an outdated internal wiki or to go look for an answer only to find that it's a year or two outdated. Is they have really smart AI and machine learning and great kind of powerful technologies behind the scenes that really make it very easy for teams to keep their internal resources updated.   And they also, in that spirit of proactive support, they kind of help to surface the right content to your teams at the right time. So, she’s got a long list of products and tools and companies that they love. But she’s a big believer in your team, especially in a remote working world is only as good as is, it's the quality of its knowledge management system. And for them, they're big fans of Guru.   Books That Have Had the Greatest Impact on Kaitlin    When asked about books that have had the biggest impact, Kaitlin shared that she always struggle with this one and she will put her hand up and own it. Inside of working hours, she is diving into, throw her a white paper/sheet, throw her an article, throw her a podcast, she is into it. Outside of work, she is a fiction lover, but in the space of customer experiences and support, she will share a book that stayed with her.   One is The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon. Into that scale she talked about between efficiency and delight. She thinks that long held belief that you got to go above and beyond for your customers and be the Zappos and the Ritz Carltons of the world, which if that aligns with your brand and you're intentional about it, then right on. But don't just assume that that's what you need to do. She doesn't remember what the stat is, but that in Effortless Experience, it talks about like channel switching.   She was having a conversation this morning with their community manager about someone bouncing from their messenger to their community and then bouncing them back to messenger. They want to avoid that, they don't want to bounce them around. So Effortless Experience really stayed with her because she loves that it challenges this long held notion of striving for delight when really ease and effortlessness is what customers need. So, that would certainly be one.   And then this is probably when she got her first “real job” which was Yelp back in 2009 which was Crucial Conversations: Tools for Talking When Stakes are High by Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler, and she has probably leveraged the learnings from that book more in her personal life, even though her professional. Front line, post sale, pre sale, you're having some tough conversations for a variety of reasons and understanding and she thinks the framework that stuck with her from that one is identifying a common goal and partnering with the person you're speaking with to achieve that goal. She uses it in her marriage; she uses it when working with folks on their team. And back in her kind of frontline days, she certainly used it when talking to customers.  And at Yelp when they were talking about really sensitive things for small businesses like one star reviews. So, Crucial Conversations definitely an oldie but goodie and one that she thinks is helpful in and outside of the professional world.    What Kaitlin is Really Excited About Now! Kaitlin shared that now more than ever, she thinks is important for all of us to find something we can get excited about, that's something we all need this year. So, she loves that Yanique is asking folks this question.   So for her at work and she thinks as a leader, you need to strike this balance between guiding your team through the problems that are right in front of you. And this year, has presented more than maybe many of us were ready for and putting out fires.   Especially as a strategic leader, a few levels up, you really need to be building out what does success look like for us next year? And what about the year after that? And what is our target? What big, audacious, ambitious goal is our company targeting in the next few years? And how does the work of my organization contribute to that? And so, she thinks that's always the balance of enabling your team in the moment and leading them through challenge of challenges present and also mapping out the future.   And nothing goes according to plan, of course, but building the vision, building the strategy to help get there, making sure that the work that your team does isn't just purely reacting to what's coming in, but also contributes to this larger goal for the company.   So in the spirit of that, she will be very transparent and say that they took a kick in the bum this year in terms of their support volume, and they found themselves in a place they'd never been before, which was sort of upside down and offering much slower wait times than they ever had.   And so, supporting the team and getting through that and coming up with big, bold strategies and ideas to help them do that is something she’s currently excited about and is the top priority because their customer experience is number one and how that impacts their team, because those things go hand in hand.   But longer term, like any company at Intercoms stage, she’s looking ahead and for them, that looks like building the future of their upmarket support offering. So startup early stage, you've got founders talking to customers, you're going above and beyond for every single one to not only just retain them and keep them in the door, but also understand their needs and use that to inform your product roadmap.   And then you get to the next stage where you're hiring a support team and you're scaling it out, but you're offering that one size fits all experience to every single customer and you're trying to make it great.   And then you get more customers and you start to set your eyes on some ambitious targets in terms of like funding or liquidity events. And she mentioned this earlier; you got to tighten up your belt. And so, for them, the inflection point that they're really at now is their enterprise segment and their upmarket segment is really swelling.   And so, their offering to them has been, “We'll move you to the top of the queue. If you're a premium customer, we'll get to you faster.” That is so rudimentary, it lacks nuance, and it lacks sophistication. So she’s having some really fun conversations with folks on their sales team, with some customers, as well as folks in a variety of other departments to help her understand what they're building, the future of the market support at Intercom look like not only in terms of the speed and quality of experience that they're offering, but what does it look like on, say the availability side of the house and bug escalations and proactive partnership opportunities.   And so, that's her sort of looking ahead of her toes out across the next few years and she’s really excited about it because building is really fun to do and she’s finding the conversations she’s having all over the place to be rather energizing and inspiring. So watch this space for what they built, but she’s pretty excited about it.   Where Can We Find Kaitlin Online Kaitlin shared listeners can find her at – LinkedIn – https://ie.linkedin.com/in/kaitlin-pettersen-9a315215 Twitter – @kpetterman Website – www.intercom.com   Quote or Saying that During Times of Adversity Kaitlin Uses   Kaitlin shared that there is a quote that carries her through personal and professional challenges and is really, for her, a North Star or a guiding principle as a leader. And it is the amazing Maya Angelou's, “People will forget what you said, they'll forget what you did, but they will not forget how you made them feel.” And she gets tingles when she thinks about it and when she thinks about her. When we think back in our lives, on the leaders, on the companies, on the brands and the people, the exes, the friends, you don't remember the words; you don't specifically remember the actions, maybe unless they were really good or really bad.   But you remember the feeling, it stays with you. And she thinks that's true in business, but certainly outside of business as well and through adversity. She hopes that their team and their customers will look back on this time and say, did Intercom nail everything?   Of course not, because who would? We're all just adopting and doing our best and working really hard. But did they lead with empathy and transparency and heart? So that's one that she’s so glad she had the opportunity to talk about, because she thinks it's such a great quote.   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   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners   Links The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon Crucial Conversations: Tools for Talking When Stakes are High by Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler   The ABC’s of a Fantastic Customer Experience   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!

Where would we be without trust? In our personal lives, it’s an important factor in building relationships. It’s not always at the top of our list of priorities when running a business, but it should be. Business is all about relationships. Trust is a social currency in the corporate realm, and if you invest in trust, it can really benefit your bottom line. A leadership structure that places value on the internal health of the organization is capable of producing incredible results. When employees work in an environment where they feel secure, valued, and autonomous, they are more productive. Positive organizational psychology and high trust means a happier, more efficient, and more profitable workplace.My guest today is Bill Hefferman, a brilliant organizational development leader who has dedicated his career to creating high performing workplaces. For more than 25 years, Bill has been a leader in the field of Organizational Development Theory. Through his insights and common sense approach to problem-solving, he helps people and organizations transition towards trust, thereby uncovering healthier relationships, happier workplaces, and higher productivity. Bill has led initiatives across a wide range of organizations across the world, and his practical approach has helped teams and leaders to work through tough issues by helping people find common ground. In my first role as a manager at Intel, I was fortunate to partner with Bill. His coaching, insight, and guidance were invaluable in helping me to establish a strong foundation of trust from day one with my new team.Today Bill is going to help us map out a plan for quickly establishing trust in both your personal and professional relationships. We’ll discuss how trust is built within leadership, and why it’s a fundamental part of the relationship between managers and employees. He’ll also provide a few relatable examples and tangible actions that we can all use to build and rebuild trust with people at home and in the workplace. Some Questions I Ask:Who were some of your biggest influences growing up? (7:26)What stands out as a defining moment that helped you really uncover your ROAR? (11:03)What can organizations do today to start to create a high trust culture? (14:52)What are some actionable, tangible things that we can do to build trust? (19:33)What are the benefits of a high trust organization to the business? (25:24)What are some simple things that we can do to strengthen our relationships and strengthen the trust foundation as people are working differently through COVID? (37:30)What You’ll Learn About in This Episode:Recognizing the pivotal moments that lead you towards your calling (5:42)Building trust among strangers (9:22)The superpower of fluency in a foreign language (12:21)Humanity as a building block of organizational trust (15:55)The importance of authenticity and vulnerability in establishing trust (17:09)The mindset of authentic vulnerability (17:55)Vulnerability as a path to forgiveness (21:36)Trust and the bottom line (26:53)Character trust versus competence trust (28:46)Dealing with challenging conversations about trust (31:54)An example of vulnerability on live television (33:54)Setting and respecting boundaries (39:41)Connect with Bill Hefferman:LinkedInResources:Book: The Five Dysfunctions of a Team by Patrick LencioniBook: Trust Factor: The Science of Creating High-Performance Companies by Paul J. ZakBook: The Speed of Trust: The One Thing That Changes Everything by Stephen M. R. CoveyBook: Crucial Conversations: Tools for Talking When Stakes are High by Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler, Stephen R. CoveyShow: Masterpiece Theatre See acast.com/privacy for privacy and opt-out information.

Inevitably, there will be “crucial moments” in our lives that are difficult to solve but will have a significant impact on the overall course of our life. However, most people handle these moments poorly, and even choose to avoid them. This book teaches us practical skills to handle crucial conversations, avoid unnecessary arguments, and achieve effective communication. This book is based on over 20 years of empirical research and data gathered from more than 100,000 people around the world. The skills described here have been adopted by more than 300 of the Fortune 500 companies, and the book has sold 3 million copies in the United States.

Wrapping up the powerful book: Crucial Conversations, Tools for talking when stakes are high. By Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzler. Enjoy! --- Send in a voice message: https://anchor.fm/mdrnac/message

"You can measure the health of...an organization by measuring the average lag time between identifying and discussing problems", says Joseph Grenny, co-author of Crucial Conversations: Tools for Talking When Stakes are High. Listeners interested in more healthy offices will enjoy as Richard and Murray--consultant and coach for executives across the world--unpack exactly what healthy conversations look like in our industry.

I’ve had the pleasure of watching the incredible growth of my friend Lauren Davenport for years now.  Her company Symphony Agency is in my backyard (Tampa/St. Petersburg) and I’ve seen her go from a solo service provider to running a multi 7 figure business with 20+ employees.  Symphony Agency (http://symphonyagency.com) is a full service marketing company that provides innovative strategies and implementation for their clients, both digitally and traditionally.  But it didn’t start that way.    During this incredible interview with Lauren, we get deep into her journey as an entrepreneur.  How she started in 2010 as a social media strategist and manager (that’s what we would call it now...back then it didn’t have quite that sophisticated of a title) and why she uprooted her entire business and moved to a city where she knew NO ONE (there was a very strategic business reason behind this!).  She shares about what she did to establish herself and her brand in a new market and how she eventually learned how to successfully delegate so she could build her team and grow her business!   We ultimately talk about her current challenges of managing her team and talk openly about that common thing we ALL face as entrepreneurs - the dissonance between being super confident in your ability to provide a solid service and knowing we’re human and messing up and always growing behind the scenes!   Lauren is incredible and I know you’ll get so much out of our interview! RESOURCES MENTIONED: Crucial Conversations: Tools for Talking When Stakes are High by Kerry Patterson, Joseph Grenny, Ron McMillan & Al Switzler Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations and Bad Behavior by Kerry Patterson, Joseph Grenny, Ron McMillan & Al Switzler Listen to these books on Audible for Free!  When you sign up with Audible, your first book is totally free! → http://www.audibletrial.com/BusinessWomenRock * *This is an affiliate link and I will be compensated at no charge to you should you choose to purchase. Find out more about Lauren here → http://symphonyagency.com The Great 8 Series is featuring 8 of my favorite conversations from the past few years! These episodes are some of the most referenced, quoted or downloaded and have so much wisdom to help you along your journey! I hope you enjoy and share!

The overarching goal of any business is to generate revenue, and an RFP win does just that. So, does your organization make RFPs a priority? Is the RFP process an integral part of your strategic plan? Or are RFPs just another item on a too-long list of to-dos? Katina Koller is a licensed Entrepreneurial Operating System (EOS) implementer, Vistage Chair and Executive Coach with the Foundry Community. She is passionate about optimizing organizations to achieve strong and sustainable financial performance AND align with their vision and purpose. Katina was the CEO of Northwire, Inc. for nine years, leading her team to the Inc. 5000 list as one of the fastest growing privately-held companies for two consecutive years. She also serves as a Business Mentor for Tech Launch Arizona. Today, Katina joins us to discuss the value of an outside perspective in developing a strategic vision and explain how EOS helps leaders align their team to a single, concise plan. She describes the parallels between good leadership and good parenting, speaking to the value of vulnerability and transparency in promoting ‘radical candor' in an organization. Katina also offers insight around setting realistic goals and focusing on greatness rather than scale. Listen in to understand why RFPs are crucial in increasing the value of your business and learn how to prioritize the RFP process as an important part of your company's strategic plan! Key Takeaways The value of an outside perspective in developing strategic vision How EOS helps leaders align their team to a single, concise plan Why RFPs are crucial in increasing the value of your business How to develop alignment of priorities through your value chain The parallels between good leadership and good parenting Why vulnerability and transparency are crucial leadership skills Why many business leaders fail to implement their big ideas How to prioritize RFPs and eliminate distractions Katina's insight around being great vs. being BIG The top mistakes leaders make that prevent business growth Taking on too much, unrealistic goals Distracted by other opportunities Connect with Katina Email katina.koller@outlook.com Katina on LinkedIn Connect with Lisa Lisa's Website Lisa on Twitter Lisa on Facebook Lisa on LinkedIn Subscribe on iTunes Resources Gina Catalano on The RFP Success Show Radical Candor: Be a Kickass Boss Without Losing Your Humanity by Kim Scott Fierce Conversations:  Achieving Success at Work and in Life One Conversation at a Time by Susan Scott Crucial Conversations: Tools for Talking When Stakes are High by Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzler The Five Dysfunctions of a Team: A Leadership Fable by Patrick Lencioni Rita Gunther McGrath Small Giants: Companies That Choose to Be Great Instead of Big by Bo Burlingham The ONE Thing: The Surprisingly Simple Truth Behind Extraordinary Results by Gary Keller and Jay Papasan Essentialism: The Disciplined Pursuit of Less by Greg McKeown The RFP Success Book by Lisa Rehurek

CLICK HERE for the podcast outline Geoff Flemming bio Geoff is the General Manager and Business Development at VitalSmarts Australia & New Zealand which is licensed to deliver the crucial conversations training in this part of the world. He is both a skilled facilitator, with intimate knowledge of crucial conversations & the other vital […] The post Geoff Flemming – Crucial Conversations; Tools for talking when stakes are high… appeared first on Animal Training Academy.

                  So many times we get asked how can you become a professional social engineer.  This month we talk to two amazing women who were never in the industry, took a huge risk and it paid off.  Join us in this fascinating conversation with Whitney Maxwell and Rachel Tobac. These two wonderful personify doing things ethically, honestly and with empathy.  They are an amazing example to our community and we had a great opportunity to talk about: How did you get into the SECTF? How did winning change your life? Did you get into SE because of it? Does Whitney really have relatives with everyone's name? Why is Rachel so scary? So much more.....   Whitney Maxwell can be found on Twitter at https://twitter.com/whitneynmaxwell/ and her book recommendations are: The Harry Potter Series The Midnight Line - A Jack Reacher Novel Crucial Conversations: Tools for Talking When Stakes are High by McGraw-Hill Education Smart Women Finish Rich by David Bach Everything That Rises Must Converge: Stories (FSG Classics) Paperback – by Flannery O'Connor   Rachel Tobac can be found on Twitter at https://twitter.com/racheltobac and her book recommendations are: Influence by Robert Cialdini Bossy Pants by Tina Fey As well as recommending two other podcasts: Masters of Scale by Reed Hoffman & How I Built This - Guy Raz

It's time to talk about the actual conversation (finally, after all that prep and soul-searching!).  In this podcast, Patty walks us through how to keep your thoughts straight and get the best results during a high-stakes conversation.  Resources mentioned:  Center for Leadership Excellence Classes:  http://leadershipexcellence.virginia.edu/classes A summary of Crucial Conversations Concepts from the book:  http://www.wikisummaries.org/wiki/Crucial_Conversations:_Tools_for_Talking_When_Stakes_are_High Get the book:  https://www.amazon.com/Crucial-Conversations-Tools-Talking-Stakes-ebook/dp/B000OV1BNA  

I’ve had the pleasure of watching the incredible growth of my friend Lauren Davenport for years now.  Her company Symphony Agency is in my backyard (Tampa/St. Petersburg) and I’ve seen her go from a solo service provider to running a multi 7 figure business with 20+ employees.  Symphony Agency (http://symponyagency.com) is a full service marketing company that provides innovative strategies and implementation for their clients, both digitally and traditionally.     But it didn’t start that way.      During this incredible interview with Lauren, we get deep into her journey as an entrepreneur.  How she started in 2010 as a social media strategist and manager (that’s what we would call it now...back then it didn’t have quite that sophisticated of a title) and why she uprooted her entire business and moved to a city where she knew NO ONE (there was a very strategic business reason behind this!).  She shares about what she did to establish herself and her brand in a new market and how she eventually learned how to successfully delegate so she could build her team and grow her business!   We ultimately talk about her current challenges of managing her team and talk openly about that common thing we ALL face as entrepreneurs - the dissonance between being super confident in your ability to provide a solid service and knowing we’re human and messing up and always growing behind the scenes!     Lauren is incredible and I know you’ll get so much out of our interview! RESOURCES MENTIONED:   Crucial Conversations: Tools for Talking When Stakes are High by Kerry Patterson, Joseph Grenny, Ron McMillan & Al Switzler   Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations and Bad Behavior by Kerry Patterson, Joseph Grenny, Ron McMillan & Al Switzler   Listen to these books on Audible for Free!  When you sign up with Audible, your first book is totally free! → http://www.audibletrial.com/BusinessWomenRock *   *This is an affiliate link and I will be compensated at no charge to you should you choose to purchase. Find out more about Lauren here → http://symponyagency.com Today's show is sponsored by...   THE BIZ WOMEN ROCK ELITE!   The Biz Women Rock ELITE is now open and ready for you! The Elite Membership is perfect for you if… You are obsessed with growing your business! You see your business as a vehicle for doing good in this world and living out a purpose! You love learning from others! You want to incubate yourself with other action-taking business women who believe anything is possible! You are tired of having others around you tell you “you can’t do that!” You want access to your own personal “safe space” of positive women who can give you advice, feedback and pats on the back when you need them! You want regular peeks inside strategies that are working for your fellow Elite members so you can learn from them and apply it to your business!   If you nodded your head to any or all of the above, CLICK BELOW to learn more and become a member today!   Membership is just $37/mo! BECOME AN ELITE MEMBER TODAY! http://bizwomenrock.com/elitemembership

Real Estate mogul Joe Fairless is the founder of Fairless Investing and currently owns almost $170 million in real estate. He designs his life so that he can spend time pursuing his passions and purpose. His life’s purpose is helping people achieve financial success. Joe believes that when he helps other achieve financial success, they too can use their time to pursue their own passions and purpose. However, before following his dreams, Joe worked paycheck to paycheck, and eventually started investing in learning more about real estate while working a full-time job in advertising. He went to seminars, read books, and received mentorship from people who had done what he wanted to do. By the time he left advertising in December 2012, Joe owned four single family homes that produced monthly income. It wasn’t enough to live off of but it sure helped out, considering he no longer had a job.   On today’s show, Joe shares with us not only about his real estate ventures, but also about his world famous podcast, The Best Real Estate Investing Advice Ever Show, also known as The Best Ever Show. Joe’s podcast is the world’s longest running daily real estate podcast, and he is a top podcaster in the business world. Today we dive into how Joe actually came from humble beginnings, more about his thought leadership platform, and how it has helped him grow his audience.   Key Points From This Episode: Why Joe left his full-time job, despite being the youngest VP of a New York City advertising agency. How to know when your job is not right for you, and the importance of doing work that matters. How Joe got started on his entrepreneurial journey and cultivated his thought leadership platform. What it means to sample life experiences and learn from top achievers. How Joe used standup comedy to improve his public speaking. Why being yourself and opening up to others, creates much stronger relationships. The importance of a life coach and how they impact your entrepreneurial journey. How Joe shifted his mindset and tactics to find success in the podcasting realm. The strategies Joe used to grow his podcast to over three million downloads. Understanding when do push on and put in more effort, despite a lack of results. The importance of consistency, not only in work, but in your daily routine of life. Find out more about how Joe structures his goals in 5 and 10 years terms. How living in the same apartment for 9 years before the millions got Joe to where he is today.   Tweetables: [spp-tweet tweet="“The more you are yourself, the more magnetic you become.” — @joefairless "] [spp-tweet tweet="“We live in an instant gratification culture and it’s sort of ridiculous how we don’t put in the work.” — @joefairless"]   Links Mentioned in Today’s Episode: Joe Fairless — http://joefairless.com/ Joe’s book - Best Real Estate Investing Advice Ever Before the Millions Resources Page  Before the Millions Facebook Group Tony Robbins Website Tony Robbins’ TED Talk Entrepreneur on Fire Robert O. Young and Shelley Redford Young's book, The pH Miracle: Balance Your Diet, Reclaim Your Health Crucial Conversations Tools for Talking When Stakes are High and Audio Companion MRY   Access The Best Strategies, Tips & Advice! Every week, we send an email sharing my best advice, tips and strategies related to Real Estate Investing. Each of these weekly emails contain relevant and actionable information that can help you no matter where you are in your investing journey. Sign up to join our community

Learn how to skip the small talk and connect with women on a deeper level in this book review of "Crucial Conversations". FREE RESOURCES AND LINKS MENTIONED:  Get "Crucial Conversations": http://amzn.to/2rNHf5n. Next month I'll review "Speak To Win" by Brian Tracy. Get "Speak To Win" to follow along: http://amzn.to/2tqjDI8. Hooked Program: http://www.getherhooked.com. Tripp Advice Youtube Channel: https://www.youtube.com/trippadvice Tripp Advice Hotline: 323-432-0025 Send questions to tripp@trippadvice.com.

Money isn't the primary reason or an excuse for doing or not doing something in your life. My guest today knows that from experience after a rough road that made him suicidal before landing him on top of the world. Michael Isom is the founder of Vault AIS, and lives a raw, real, relevant and ruthlessly committed life. But it wasn't always that way for him. At age 22, Michael stumbled into a job selling some of the first cell phones on the market, and made more in his first month doing that than he ever had in a year up until that point. And the money just kept coming. Six years later, he started a business with one of my favorite podcast guests of all-time: New York Times bestselling author Garrett Gunderson.   After a rough patch caused by the death of two business partners in a plane crash, Garrett and Michael parted ways. That's when Michael fell prey to a major myth in the financial industry: that high risk creates high returns. When he did that, he lost $4 million in a bad investment. Worse than that, though, he lost his best asset. His best investment. He started to lose himself. He shut down his three offices, fired his 16 employees and lived off savings for the next two and a half years. Those years, he said, were a blur of alcohol and cycling to numb the pain and keep him from coming to grips with what he had done. His family left him, telling him to get clean, and he ended up with a gun his mouth, crying and screaming at God for answers. Since then, he's learned that the best investment, your #1 asset, is you. And if you don't take care of yourself, you can't take care of the people you love. If you feel any of the pain of letting yourself go—whether because of a bad investment or for other reasons, you need to listen to Michael's story of redemption. You're not alone, Lions. If you feel like no one understands your situation, you need to hear what Michael has to say about mindset. And if you want to hear the moving story of how Michael bounced back from suicidal to on top of the world, click play in the player above to get started. Listen to this episode to hear me talk with Michael Isom about getting on top of the world after wanting to end it all and more: Offroad racing from a world champion's point of view. The plane crash that pushed Michael toward losing $4 million and nearly losing himself. A piece of bad financial advice that nearly everyone believes. How not to act when you lose $4 million. Giving yourself permission to be real and raw. The amazing God-given moment that kept Michael from taking his own life. Maintaining control over your best assets and investments. How to create value for others through your experiences. Michael's personal journey from rock bottom to on top of the world. Why reminding others with similar belief systems is important. The rules financial institutions use to get rich that you should use, too. Books and resources mentioned in this episode: Some of the following links are affiliate links. If you click through and purchase Lions Pride Academy may get a small commission. “Loving What Is: Four Questions That Can Change Your Life,” by Byron Katie The Work website. “Crucial Conversations: Tools for Talking When Stakes are High,” by Kerry Patterson “Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior,” by Kerry Patterson “The ONE Thing: The Surprisingly Simple Truth Behind Extraordinary Results,” by Gary Keller Get Michael Isom's book, co-authored by New York Times bestselling author Garrett Gunderson, for free: To get a free digital copy of “What Would the Rockefellers Do?: How the Wealthy Get and Stay That Way … and How You Can Too”, text 801-396-7211 with “Free WWRD” as the subject. Listeners of this episode can also get a free hard copy shipped to them for only the price of shipping.  How to contact Michael Isom: Website

A book summary of Crucial Conversations