Every year around this time, I notice something funny happening. People soften. Not everyone, not all the time — but enough that you can feel it. The smiles get a little easier. The patience stretches a little further. The world seems to remember, even briefly, that we’re all just humans doing our best…
It happened halfway through a customer care workshop. We were talking about empathy, how every interaction either builds trust or breaks it, when one participant shared a story about a recent customer encounter. A man had called in, frustrated and curt. Instead of rushing him off the phone, she took a deep breath,…
Have you ever ignored your body’s whispers until it started to shout, or in some cases scream? Most of us have. Especially those of us who lead — the ones others count on to keep going, keep smiling, keep showing up no matter what. I know this pattern well. I recently spent…
Every business has a Soul. Every business has a spirit. You can feel it. You can see it. And in some cases, you can smell it. I was once visiting a potential joint venture partner. We met in the executive offices and then I was to have a tour of customer…
Let’s be honest—most stress management advice feels like it was written by someone who’s never had to fire an underperformer, handle a really angry customer, or manage up to a difficult boss while keeping their team motivated. Leadership stress is different. Usually, you can’t “just take a mental health day” when your team is counting on you.…
What’s the hidden cost of “No Problem”? I was rushing to pack up after a speaking engagement at a conference when I realized I needed a late checkout. The Scottsdale hotel had been stellar all weekend, so I called the front desk with confidence. “Hi, this is JoAnna Brandi in room 352. I’m speaking…
I don’t know about you, but I’ve always been drawn to beach glass. You know those smooth, frosted gems you find scattered along the shoreline? Last week, walking along the beach here in Florida, I picked up a particularly beautiful piece of sea green glass and had one of those moments—the kind where…
Can you move beyond to perks to create a mentally healthy culture now? May is Mental Health Awareness Month, I’ve been reflecting on a powerful insight from workplace culture expert Catherine Mattice who said “Good perks can’t fix a bad culture.” This resonates deeply with me, especially in light of recent research from Michael…
With headlines screaming for your attention, political tensions at fever pitch, and uncertainty seeming constant, it’s easy to feel tossed around in a stormy sea. And if you are anything like me – you really don’t like that feeling! Many leaders share the same concern – how to navigate this turbulence while keeping…
WOW! We’re living in what the experts call a BANI world. That’s Brittle, Anxious, Non-linear, and Incomprehensible. Whoa! Sounds like your life? Our systems are as brittle as a stale cookie. (Remember those supply chain meltdowns?) Workplace anxiety is so thick you could cut it with a knife. Everything’s non-linear – meaning small…
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