Voice Of Influence

Tisa Sinclair’s work experience has given her the opportunity to engage in several areas of communications from public relations to social media and digital marketing.  She currently leads a D.C. based team that forges the ongoing social care strategies, processes, and official responses to members and nonmembers as they interact with AARP’s digital content. This program is a key feedback component to the AARP customer experience strategy. In this episode, Tisa talks about her role at AARP, how having a clear company vision and a centralized communication hub for all branches of the company allows AARP to keep their communication and messaging consistent across the board, how they were able to get their employees and representatives in 53 different states to buy into their communication strategy, how customers usually provide feedback to AARP and what she’s found surprising in all the feedback, how having company values and purposes are valuable to the service teams, what it was like building loyalty and trus

Chris Malone is the Founder and Managing Partner of the research-based consulting firm, Fidelum Partners, and has previously held senior marketing positions at leading organizations such as Choice Hotels, ARAMARK, Coca- Cola, the National Basketball Association, and Procter & Gamble and has consulted to a broad range of Fortune 500 companies. Chris is co-author of the award-winning book, The HUMAN Brand: How We Relate to People, Products & Companies.  He is also a frequent guest and contributor to CNBC, FOX Business, Bloomberg TV, Wall Street Journal Live, Forbes and Businessweek. In this episode, Chris talks about the work he does with his current company, what the warmth and competence human perception model is, what led Chris to study this model and write his book, what we can do to ensure others perceive warmth in us, the role confidence plays in both warmth and competence, how his work relates to customer service, and more! Learn about how our Team Performance System and Personal Brand Strategy c

Stan Phelps is a Forbes contributor, TEDx speaker, and IBM Futurist who focuses on customer experience and employee engagement that can drive differentiation, increase loyalty, and create word of mouth in business. He holds a JD/MBA from Villanova University and a certificate for Achieving Breakthrough Service from Harvard Business School. In this episode, we discuss how Stan became interested in the field of customer service, how he believes marketing should focus more on the customer’s experience with your company or product, why he feels you either exceed someone’s expectations or you fall short, why he wrote his “Goldfish” book series and what they cover, the two sides of the customer experience coin, what he hopes those attending his presentation at the Smart Customer Service Conference will walk away with, and more! Learn about how our Team Performance System and Personal Brand Strategy can Help You Serve Well and Sell More at  www.voiceofinfluence.net   Read the transcript here:   https://www.voiceof

Derrick Ricca is a 25+ year veteran of the hospitality industry who has been the Senior Sales Manager for Greenleaf Hospitality Group for the past 17 years. His true passions are customer service, mentoring, coaching, and food. In this episode, Derrick discusses how he got into the hospitality field, why he believes you have to drop your ego to provide good customer service, what he feels makes the biggest difference in getting a group of people to implement and adapt to changes, how he gets a transient workforce to embrace the “environment” of the business, why he strives for a blend of work and life instead of balancing the two, and more! Learn about how our Team Performance System and Personal Brand Strategy can Help You Serve Well and Sell More at  www.voiceofinfluence.net   Read the transcript here:   https://www.voiceofinfluence.net/82 Give and receive feedback that makes a difference! Register for our 20 minute Deep Impact Method video course here:  www.voiceofinfluence.net/deepimpact

As Founder of E-WRITE, Leslie O'Flahavan, is a problem solver for work-related writing challenges who has helped thousands of people learn how to write well. She helps customer service agents write on-brand email, chat, and social media posts. In this episode, Leslie discusses what led her to create her business back in 1996, why she’s so passionate about helping customer services representatives, the top skills she helped several major airlines incorporate into their customer service writings, how personal connections with your customers offset repeat complaints about the same issue, what a “brand voice” is and how she helps customer service agents write in that voice, and more! Learn about how our Team Performance System and Personal Brand Strategy can Help You Serve Well and Sell More at  www.voiceofinfluence.net   Read the transcript here:   https://www.voiceofinfluence.net/81 Give and receive feedback that makes a difference! Register for our 20 minute Deep Impact Method video course here:  www.voiceo

Kristie Rogers is an Assistant Professor of Management at Marquette University. Her research focuses on how people define themselves and experience respect at work. Kristie’s research has been published in top-tier management journals such as Administrative Science Quarterly and Harvard Business Review. In episode 75 of the Voice of Influence podcast, I talked about an article Kristie wrote in the Harvard Business review and I’m delighted to have her on the show today so can take a deeper dive into her work. In this episode, Kristie talks about how she conducts her research in a qualitative way and what that means, why she’s passionate about sharing the work experiences of people who otherwise wouldn’t be able to do so, the personal reason for why she chose to focus her research on the topic of respect in the workplace, her thoughts the definitions of owed and earned respect, how an employee feeling both types of respects benefits the employer as well as the employee, the detrimental effects to violations of

Recently, my children came home from school and they were telling me about a girl who was "bossy" and it was clearly a negative thing to them. This made me think about how children, especially ones who're sensitive to the feedback of others, struggle to know when it's appropriate to assert their voice and when they should hold back.  In this episode, I speak about how to find that balance and read an excerpt from my book, Unfrozen: Stop Holding Back and Release the Real You, of a story from my own life that perfectly represents this struggle. Learn about how our Team Performance System and Personal Brand Strategy can Help You Serve Well and Sell More at  www.voiceofinfluence.net   Read the transcript here:   https://www.voiceofinfluence.net/79 Give and receive feedback that makes a difference! Register for our 20 minute Deep Impact Method video course here:  www.voiceofinfluence.net/deepimpact

Kim Gravel is a veteran tv host, entrepreneur, public speaker, and life coach who’s appeared on The Steve Harvey Show and was regularly featured on SiriusXM’s Dirty Pop with Lance Bass. Through her own hit show, Kim of Queens, she was able to entertain audiences with her quick wit and vivacious storytelling. In just two years, Kim was able to build her business from nothing to a $60 million success. In this episode, Kim shares the core purpose of her message, how her voice was always as strong and confident as it is today, the value of communication, why helping others with self-expression is a large part of what Kim does in her work, why you need to quit preparing and start doing, the importance of being passionate about what you do, and so much more! Learn about how our Team Performance System and Personal Brand Strategy can Help You Serve Well and Sell More at  www.voiceofinfluence.net   Read the transcript here:   https://www.voiceofinfluence.net/78 Give and receive feedback that makes a difference! Reg

Whether you’re working with people one-on-one, an executive working with a team, or you’re a parent who wants to the best come out of your kids, you’ve been tasked the challenging and rewarding work of helping others find their voice. In this episode, I’m talking about what it looks like to help others release their voice. Some topics discussed are how my son’s cub scout troop was the perfect reminder of how amazing it feels to help someone find and use their voice, why so much of how people express themselves has to do with what’s inside their mind, why it’s important to give immediate positive feedback when someone begins to share their voice, how doing so allows you to challenge them later, and more! Learn about how our Team Performance System and Personal Brand Strategy can Help You Serve Well and Sell More at  www.voiceofinfluence.net   Read the transcript here:   https://www.voiceofinfluence.net/77 Give and receive feedback that makes a difference! Register for our 20 minute Deep Impact Method video c

Oscar Trimboli is on a quest to create 100 million “deep listeners” in the world. As a former marketing director at Vodafone and Microsoft, Oscar has always been passionate about the importance of listening to his customers. In this episode, Oscar talks about the five levels of a “deep listener,” why focusing solely on the person speaking doesn’t necessarily mean you’ll be a better listener, the cost of not being a deep and present listener in the workplace, what he would have his team listen for while reviewing calls from customers, how he used the insights gained from listeners to customers into other aspects of the company, and so much more. Learn about how our Team Performance System and Personal Brand Strategy can Help You Serve Well and Sell More at  www.voiceofinfluence.net   Read the transcript here:   https://www.voiceofinfluence.net/76 Give and receive feedback that makes a difference! Register for our 20 minute Deep Impact Method video course here:  www.voiceofinfluence.net/deepimpact

Do your employees feel respected? Business leaders know respect is important but there’s often confusion as to what that respect looks like and what it really means. In this episode, I cover the main points of Kristie Rogers’ article; including the distinction between “owed respect” and “earned respect”,  how a recent experience with one of my sons is the perfect example of these two types of respect, what needs to be considered when deciding how to balance the two types of respect in an organization, and more! Learn about how our Team Performance System and Personal Brand Strategy can Help You Serve Well and Sell More at  www.voiceofinfluence.net   Read the transcript here:   https://www.voiceofinfluence.net/75 Give and receive feedback that makes a difference! Register for our 20 minute Deep Impact Method video course here:  www.voiceofinfluence.net/deepimpact

Alan Stein Jr. is a coach, speaker, and author with an expertise in improving organizational performance, cohesion, and accountability. He spent more than 15 years working with highest-performing basketball players on the planet; including NBA superstar, Kevin Durant. Alan now travels the world teaching organizations how to utilize the same strategies in business that elite athletes use to perform at a world-class level. Alan has a brand-new book called Raise Your Game: High-Performance Secrets from the Best of the Best. In this episode, Alan discusses the work he did with high-performing basketball players and how that’s translated to the work he does with worldwide organizations, how an experience with Kobe Bryant taught him about the importance of mastering basic skills no matter what industry you’re in, why building relationships are the foundation of successful athletes and businesses, the main basic skill that will help you improve any relationship, how to determine your identity as a business, the bene

Barbara Churchill is a sought-after master-certified executive leadership coach who specializes in working with emerging and senior level leaders and entrepreneurs. She is particularly passionate about empowering women to embrace their leadership skills and step into more challenging roles. In this episode, you’ll hear why trusting our intuition is at the core her message for the world, how a teacher’s negative words in middle school influenced her career path for decades, how to determine which negative thoughts are untrue, what you can do to manage your critical voice, why you need to give a name and character to your inner critic, how to get out of your head and into your heart, and so much more! Learn about how our Team Performance System and Personal Brand Strategy can Help You Serve Well and Sell More at  www.voiceofinfluence.net   Read the transcript here:   https://www.voiceofinfluence.net/73 Give and receive feedback that makes a difference! Register for our 20 minute Deep Impact Method video cours

Leena Patel is the CEO of Global Impact Systems, founder of Sandbox2boardroom.com, and a leading expert on helping executive teams worldwide drive innovation and develop a culture of collaboration and inclusion. She draws from two decades of experience as a business owner to design and execute innovation initiatives that capitalize on new business opportunities and secure a strategic market position. In this episode, Leena shares why leaders need to focus on helping their teams become better problem solvers, how her grandfather’s personal relationship with Gandhi had an impact on who she is today, the logic her Gamulation system that helps participants perform better in high-pressure situations, her personal mission to 4x the number of women CEO’s in Fortune 500 companies, and so much more! Learn about how our Team Performance System and Personal Brand Strategy can Help You Serve Well and Sell More at  www.voiceofinfluence.net   Read the transcript here:   https://www.voiceofinfluence.net/72 Give and receiv

Judy Brower is a life and leadership coach. She also just so happens to be one of my mentors. Having learned deep respect for many people who hold opposing belief systems, Judy discovered that when full respect is given, full expression becomes welcome. Her passion is to unleash the potential of effective dialogue into our culture, workplaces, and homes through what she calls, “respectfullexpression.” In this episode, Judy explains the core of her message, the five statements that will allow you to align your belief systems and truly respect others, why we need to replace judgement with curiosity, the moment she realized she had an agenda that attached her to the church and kept her apart from other outside the church,  the difference between tolerance, acceptance, and agreement, and so much more! Learn about how our Team Performance System and Personal Brand Strategy can Help You Serve Well and Sell More at  www.voiceofinfluence.net   Read the transcript here:   https://www.voiceofinfluence.net/71 Give and

Tiffany Adams has spent most of her professional life working in a corporate setting dealing with human capital management; both before and after they’re hired. She’s previously worked for companies like IBM and is currently the Director of Client Solutions with the Ken Blanchard Companies. What I love about Tiffany and is that she does this work with a servant-leadership attitude. In this episode, Tiffany and I discuss what she does for her company and clients, what servant leadership and situational leadership looks like, why the idea and practice of servant leadership means so much to her, what it’s like working for someone who truly believes every single person matters, how servant leadership can help with selling your services and products, the main rule she uses when selling anything, why you shouldn't be afraid to ask for feedback from clients on the work you’re doing, and more! Learn about how our Team Performance System and Personal Brand Strategy can Help You Serve Well and Sell More at  www.voiceo

I've received more feedback about my recent episode on how to discern your calling without feeling pressure than almost any other episode to-date. I'm so glad you've all reached out to me about this because it lets me know that, clearly, the subject of pressure is a hot-button one for you. As a result, I've decided to cover the topic of pressure from a few more angles. In this episode, I'm providing you with three questions to ask yourself that will help take the pressure off confrontational conversations. Learn about how our Team Performance System and Personal Brand Strategy can Help You Serve Well and Sell More at  www.voiceofinfluence.net   Read the transcript here:   https://www.voiceofinfluence.net/69 Give and receive feedback that makes a difference! Register for our 20 minute Deep Impact Method video course here:  www.voiceofinfluence.net/deepimpact  

Dr. Espen Klausen is a regular here on the Voice of Influence podcast and he’s back again this week. This time, Dr. Klausen is here to discuss mental health for pastors. In this episode, we cover the role the church has played in Dr. Klausen’s from the time he was a child to now, the unrealistic expectations we placed on pastors to always have it all together, how our bodies are designed to handle stress, his tips for what pastors can do to help protect or improve their mental health, and more. Learn about how our Team Performance System and Personal Brand Strategy can Help You Serve Well and Sell More at  www.voiceofinfluence.net   Read the transcript here:   https://www.voiceofinfluence.net/68 Give and receive feedback that makes a difference! Register for our 20 minute Deep Impact Method video course here:  www.voiceofinfluence.net/deepimpact  

Have you ever looked at someone you admire and felt pressured to be like them, do things the way they do, or do something just because they say you should? Where does this pressure come from? Yourself? How much do you judge yourself based on what you admire about that person? I want to help you stop the judgments and instead focus on what it is about that person that you resonate with. What is that person awakening in you? In this episode, I'm going to provide some insights that will help you do this; including why I personally believe that comparing ourselves to others isn't always a bad thing. Learn about how our Team Performance System and Personal Brand Strategy can Help You Serve Well and Sell More at  www.voiceofinfluence.net   Read the transcript here:   https://www.voiceofinfluence.net/67 Give and receive feedback that makes a difference! Register for our 20 minute Deep Impact Method video course here:  www.voiceofinfluence.net/deepimpact  

Susie Hageman is a local friend of mine and I’m very excited to have her on the show with me because she is doing very important work, at a local level, on a global crisis. Susie has a clinical doctorate in Physical Therapy and works primarily with patients in an outpatient orthopedic setting, spends her time with her sons, and volunteers in her community with a passionate voice in her efforts to address the issue of human trafficking in her community and state. In this episode, Susie and I discuss how learning human trafficking existed in her community and state changed her life, why human trafficking became Susie’s cause instead of other societal issues, the place Susie’s found for herself in the fight against human trafficking, her advice for speaking to your children about human trafficking, and more! Learn about how our Team Performance System and Personal Brand Strategy can Help You Serve Well and Sell More at  www.voiceofinfluence.net   Read the transcript here:   https://www.voiceofinfluence.net/66