Manage Self, Lead Others: Emotional Intelligence and Leadership for Managers – Détails, épisodes et analyse

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In this episode with Michelle Pascoe, we lift the lid on mystery shopping and what it really reveals about leadership, service, and customer experience. From why traditional surveys fail, to how insight-based mystery shopping exposes what leaders never see when they are not present, this conversation explores how organisations can turn observation into improvement. We also look at generational expectations, the role of robotics, and why human connection still matters more than ever. SOUNDBITES Mystery shopping explained beyond the myths.Why surveys fail when feedback goes nowhere.What leaders miss when they are not on site.How insight-based reports outperform tick-box scores.The role of human connection alongside robotics.What Gen Z expects from seamless service.Why Net Promoter Score needs context to matter.Turning customer data into real improvement. ABOUT MICHELLE PASCOE Contact: https://www.michellepascoe.com LinkedIn: https://www.linkedin.com/in/michellepascoe/ Renowned for her expertise in the hospitality industry and backed by over three decades of experience, Michelle Pascoe is a Mystery Shopping expert, a Certified Speaking Professional delivering conference keynotes on the Customer Experience as well as workshops on Customer Service Excellence to frontline teams. ABOUT PODCAST HOST, NINA SUNDAY Nina Sunday’s latest book, ‘’Manage Self, Lead Others: Constructive Conversations, True Self-Leadership, and Culture You Can’t Fake’’ now on Amazon - paperback, Kindle or audiobook. Amazon USA ⁠⁠⁠⁠https://a.co/d/3WaplI9⁠⁠⁠⁠ Amazon Australia ⁠⁠⁠⁠https://amzn.asia/d/0KwghaM⁠⁠⁠⁠ If you would be willing to leave a review so others know it’s a good read, Nina would appreciate it. === Brainpower Training Australia To learn more about face-to-face training programs with Nina Sunday or one of her experienced Facilitators from Brainpower Training Pty Ltd in Australia Pacific, visit: ⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.brainpowertraining.com.au/signature-programs/⁠⁠⁠⁠⁠⁠⁠⁠⁠ === Speaking site: NinaSunday.com To visit Nina Sunday's speaker site for global in-person speaking bookings visit: ⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.ninasunday.com/⁠⁠⁠⁠⁠⁠⁠⁠⁠ === LinkedIn: Connect with Nina Sunday on LinkedIn ⁠⁠⁠⁠⁠⁠HERE⁠⁠⁠⁠⁠⁠ === Blog To subscribe to Nina Sunday's blog go to ⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.brainpowertraining.com.au/ ⁠⁠⁠⁠⁠⁠⁠⁠⁠and scroll to bottom of page to register. Learn more about your ad choices. Visit megaphone.fm/adchoices

Having travelled to 75 countries and uncovering 37 powerful insights from the world’s most creative minds, Fredrik Härén is a global creativity explorer. In this episode, discover fresh ways to think, create, and solve problems from Greece to Bhutan. Experience our episodes in a whole new way and watch every video version on our YouTube channel HERE Subscribe to catch each episode release.   Soundbites [01:11] The World of Creativity and its 37 global insights. [04:47] GREECE: Find the Path: Creativity as process, not failure. [07:50] Kaitakusha: Cultivating the future with generosity of spirit. [09:50] Doing Quotient (DQ). [10:50] Curiosity as the foundation of creativity. [14:40] Hostage negotiator’s technique of using positivity to stay creative. [17:30] SWEDEN: Confidently doubting as the creative sweet spot. [20:10] “Tetelestai”: To know when to end.   CONTACT FREDRICK HAREN Website: https://www.professionalspeaking.com/ LinkedIn: https://www.linkedin.com/in/fredrikharen/   ABOUT PODCAST HOST, NINA SUNDAY Nina Sunday’s latest book, ‘’Manage Self, Lead Others: Constructive Conversations, True Self-Leadership, and Culture You Can’t Fake’’ now on Amazon - paperback or kindle. Amazon USA ⁠⁠https://a.co/d/3WaplI9⁠⁠ Amazon Australia ⁠⁠https://amzn.asia/d/0KwghaM⁠⁠ You can read the Kindle version on your PC, laptop or phone; you don’t need a Kindle device. Feel free to leave a review so others know it’s a good read. === Brainpower Training To learn more about face-to-face training programs with Nina Sunday or one of her experienced Facilitators from Brainpower Training Pty Ltd in Australia Pacific, visit: ⁠⁠⁠⁠⁠⁠⁠https://www.brainpowertraining.com.au/signature-programs/⁠⁠⁠⁠⁠⁠⁠ === NinaSunday.com To visit Nina Sunday's speaker site for global in-person speaking bookings visit: ⁠⁠⁠⁠⁠⁠⁠https://www.ninasunday.com/⁠⁠⁠⁠⁠⁠⁠ === LinkedIn: Connect with Nina Sunday on LinkedIn ⁠⁠⁠⁠HERE⁠⁠⁠⁠ === Blog To subscribe to Nina Sunday's blog go to ⁠⁠⁠⁠⁠⁠⁠https://www.brainpowertraining.com.au/ ⁠⁠⁠⁠⁠⁠⁠and scroll to bottom of page to register. Learn more about your ad choices. Visit megaphone.fm/adchoices

So what tactics create rapport when conducting an investigation conversation? You can tell them, "I'm here to help you tell your side of the story." Let the power of silence raise the internal stress. Ask probing questions. Observe if they are overly helpful. Baseline questions determine truthful response behavior, so that when you increase the stress of internal cognitive dissonance, when you point out incongruencies, that's when you get the real story, the real facts. ABOUT DAN GOODWIN Provocateur of Pattern-Interrupt and Keynote Speaker on Clear Communication, Dan Goodwin is a former internal investigator for over 19 years with a Top 100 corporation.  Trained in interrogation and interview techniques, Dan assists clients to make good decisions. Contact: dan@cyaconsulting.services Watch podcast videos on C-Suite TV here: https://c-suitenetwork.com/tv/shows/manage-self-lead-others/ and Youtube here: https://www.youtube.com/channel/UC9gD66WEKXUMhklDYogu4SA ABOUT HOST, NINA SUNDAY CSP Contact: nina@ninasunday.com or info@brainpowertraining.com.au Invite Nina Sunday CSP as a virtual speaker on Culture, Team Transformation and Leading People for your conference globally, or in-person in Australia. Visit https://ninasunday.com As Founder/Owner of Brainpower Training Pty Ltd you can arrange for one of her Facilitators Australia-wide to deliver face-to-face team training. Visit https://www.brainpowertraining.com.au/signature-programs/ Author of ‘Workplace Wisdom for 9 to thrive; the 12 soft skills everyone needs to know for workplace success' The Manage Self, Lead Others podcast is mainly for experienced and aspiring managers to explore ways to elevate and transform team culture. Nina Sunday speaks with key experts from Australia and across the globe who share their insights in self-leadership and leading others Learn more about your ad choices. Visit megaphone.fm/adchoices

Adaptive leadership is understanding how to problem solve and make decisions and to see decisions as being one of two types, technical and adaptive. It's learning to recognize what is a technical Vs. an adaptive problem. Moving from chaos and complacency to congruence. What kind of mental models do we have about how we solve this problem? What kind of structures do we have in our organization that's creating this problem over and over and over again? Using wicked problem learning circles. ABOUT KIRK FISHER Holding a Masters degree in Human Development and accredited in Adaptive Leadership, Kirk Fisher is a qualified coach and a Melbourne-based Facilitator with Brainpower Training Pty Ltd,  He's held senior leadership and management positions - Principal Director of Learning and Development at Workplace Training Advisory of Australia, and Director and Head of School at the National Excellence in Schools Leadership Institute. His focus is unlocking potential for teams by helping them to connect with purpose-based culture and leadership. Having authored and presented papers on Leadership, Education and Mindfulness, Kirk has worked in Cultural Change, Communication and Leadership. Contact: https://www.brainpowertraining.com.au/ ABOUT HOST, NINA SUNDAY CSP Contact: nina@ninasunday.com or info@brainpowertraining.com.au Author of ‘Workplace Wisdom for 9 to thrive; the 12 soft skills everyone needs to know for workplace success' Invite Nina Sunday CSP as a virtual speaker on Culture, Team Transformation and Leading People for your conference globally, or in-person in Australia. Visit https://ninasunday.com As Founder/Owner of Brainpower Training Pty Ltd you can arrange for one of her Facilitators Australia-wide to deliver face-to-face team training. Visit https://www.brainpowertraining.com.au/ The Manage Self, Lead Others podcast is mainly for experienced and aspiring managers to explore ways to elevate and transform team culture. Nina Sunday speaks with key experts from Australia and across the globe who share their insights in self-leadership and leading others Learn more about your ad choices. Visit megaphone.fm/adchoices

The underlying subconscious need to belong trumps Strategy or a Values statement written on a piece of paper. The Values statement is rarely lived by senior decision makers and people in the organization.  In organizations there may be a purpose statement, a mission statement, a vision statement, a set of values . . .  Middle managers are confused by what they are to pay attention to. I encourage leaders to ask these questions: 1. What is our strategy and what are we trying to achieve?  2. Do we have the culture we need to execute this strategy?  The intersection between culture and strategy is absolutely critical. 3. What are the behaviors we need to see more of, to successfully execute this strategy? Without knowing that, your strategy is a piece of paper. Perhaps as well as having a values statement organisations could have a Culture statement, using the 10 dimensions listed in my book,, "Rules of Belonging" ABOUT FIONA ROBERTSON As Head of Culture at one of Australia’s "Big 4" banks, the National Australia Bank, Fiona introduced a set of values and a new purpose. Author of "Rules of Belonging - change your organisational culture, delight your people and turbo-charge your results’", Fiona Robertson is a culture, leadership and teamwork expert who holds an MBA from London Business School. Contact Fiona Robertson: https://fionarobertson.com/ ABOUT HOST, NINA SUNDAY CSP Contact: nina@ninasunday.com or info@brainpowertraining.com.au Author of ‘Workplace Wisdom for 9 to thrive; the 12 soft skills everyone needs to know for workplace success' Invite Nina Sunday CSP as a virtual speaker for your conference globally, or in-person in Australia. Visit https://ninasunday.com As Founder/Owner of Brainpower Training Pty Ltd you can arrange for one of her Facilitators Australia-wide to deliver face-to-face team training. Visit https://www.brainpowertraining.com.au/ The Manage Self, Lead Others podcast is mainly for experienced and aspiring managers to explore ways to elevate and transform team culture. Nina Sunday speaks with key experts from Australia and across the globe who share their insights in self-leadership and leading others. Learn more about your ad choices. Visit megaphone.fm/adchoices

Ira Wolfe, you talk about leadership, agility and the six essential qualities of a leader. And one is critical thinking. How do you define critical thinking? We talk about adaptability and part of that is mental flexibility. It's dealing with ambiguity; taking conflicting messages and trying to make sense of that, correlating what parts work and which ones don't. It's the ability to deal with cognitive dissonance, especially when you deal with politics and things. The other part of cognitive critical thinking is your ability to reason, certainly, but it's also the ability to do it quickly. And in my core businesses we do pre-employment and leadership testing and cognitive testing was always a part of that. So there's a quality part of critical thinking such as, are you curious enough? Do you do your due diligence? Do you ask enough questions?  Do you reflect on your solutions? So many people just take it for granted; they read the headlines and they move on. So it's curiosity.  Do people have a belief if it ain't broken, don't fix it or do they consider options?  And either scale can be a problem. Sometimes things that work should be repeated because they worked’ they’re tried and true. But sometimes you have to at other options, but you can go down rabbit holes with that.  Sometimes people just love new ideas and if something doesn't work, they hop to another idea and then another idea. So we look at a balance of open-mindedness and willingness to change. How much do you rely on facts vs. intuition?  Are you know risk-tolerant or risk-averse?  Are you cautious? Are you impulsive?  So when we talk about critical thinking, we want to think, “Oh, they're smart. They make good decisions.  How do they make those decisions? What's their approach?  Are they curious?  Are they fact-based or do they rely on instinct or consider other options?  How do they evaluate the risk in that? And then we also measure, we look at the speed at which they can do that.  Some people are really good thinkers but they can't do it when somebody's watching under the gun.  And there are times, especially in a VUCA world, where you have to make snap decisions on the front line.  ===  About Ira Wolfe Ira Wolfe is a prolific blogger, podcaster, and author. Ira’s company, Success Performance Solutions, provides employee assessments and recruitment consulting. His TEDx talk, "Make Change Work for You," became the inspiration for his latest book Recruiting in the Age of Googlization: When the Shift Hits Your Plan.Contact Ira Wolfe Contact: https://www.irawolfe.com/ https://performancesolutions.com/ Linkedin: https://www.linkedin.com/in/irawolfe/ Nevernormalnews.com ABOUT HOST, NINA SUNDAY CSP Contact: nina@ninasunday.com or info@brainpowertraining.com.au Author of ‘Workplace Wisdom for 9 to thrive; the 12 soft skills everyone needs to know for workplace success' Invite Nina Sunday CSP as a virtual speaker for your conference globally, or in-person in Australia. Visit https://ninasunday.com As Founder/Owner of Brainpower Training Pty Ltd you can arrange for a Facilitator to deliver face-to-face team training Australia-wide. Visit https://www.brainpowertraining.com.au The Manage Self, Lead Others podcast is mainly for experienced and aspiring managers to explore ways to elevate and transform team culture. Nina Sunday speaks with key experts from Australia and across the globe who share their insights in self-leadership and leading others. Learn more about your ad choices. Visit megaphone.fm/adchoices

Anneli Blundell specialises in interpersonal intelligence - the ability to understand and navigate the people dynamics in a given situation. Co-author of several books on shifting human behavior, including 'Developing Direct Reports: Taking the guesswork out of leading leaders,' Anneli provides a reference guide for developing leadership performance on the job.   TALKING POINTS Why develop the performance of others? Self-leadership is making sure that we equip every individual to lead themselves. These days it's the demise of the solo leader and rise of the momentary leader. And in order to cultivate those skills, we need a targeted development approach.   The traditional approach to performance management is broken. Immediate feedback is important, not saving it up for an annual conversation. There is great power in affirmative feedback and people underestimate the value of shining a light on what's already working. You can say, ·      “I especially love the way you . . . ·      “It was really powerful when you . . . “ The Pygmalion effect, where people rise to the elevated expectations we have of them vs the Golem Effect where we shrink to the lowered expectations people have of us. ABOUT ANNELI BLUNDELL CSP Anneli Blundell was awarded L&D Professional of the Year, 2021, from the Australian Institute of Training and Development, Contact: https://anneliblundell.com/ ABOUT HOST, NINA SUNDAY CSP Contact: nina@ninasunday.com or info@brainpowertraining.com.au Invite Nina Sunday CSP as a virtual speaker for your conference globally, or in-person in Australia, or to lead a one-day workshop or series. Visit https://ninasunday.com or https://www.brainpowertraining.com.au/signature-programs/ Author of ‘Workplace Wisdom for 9 to thrive; the 12 soft skills everyone needs to know for workplace success' The Manage Self, Lead Others podcast is mainly for experienced and aspiring managers to explore ways to elevate and transform team culture. Nina Sunday speaks with key experts from Australia and across the globe who share their insights in self-leadership and leading others. https://linktr.ee/ninasunday Learn more about your ad choices. Visit megaphone.fm/adchoices

A robust conversation with sales expert, Tony Eades about the results of a Hubspot CRM report (2021) researching sales activity and what works, published at https://blog.hubspot.com/sales/sales-statistics Tony shares how to sell smarter with your sales process. I learned a thing or two! View the video version HERE: https://www.youtube.com/watch?v=Lrw06AhBKus and subscribe to the channel. Hubspot Sales Statistics Here are the top ways to create a positive sales experience, according to buyers: Listen to their needs (69%) Don't be pushy (61%) Provide relevant information (61%) Respond in a timely manner (51%) Following up 80% of sales require 5 follow-up calls whereas 44% of salespeople give up after one follow-up call. 35-50% of sales go to the vendor that responds first.  Sales Call statistics  23. The use of collaborative words had a positive impact on the calls and using "we" instead of "I" increased success rates by 35%. 6. It takes an average of 18 calls to actually connect with a buyer.  7. Only 24% of sales emails are opened.  9. At least 50% of your prospects are not a good fit for what you sell.  10. 77.3% of respondents said their company provides at least one quarter of their leads.  Sales Follow-Up Statistics 11. 60% of customers say no four times before saying yes whereas 48% of salespeople never even make a single follow up attempt. 12. 80% of sales require 5 follow-up calls whereas 44% of salespeople give up after one follow-up call.  23. The use of collaborative words had a positive impact on the calls and using "we" instead of "I" increased success rates by 35%.  24. Using "Did I catch you at a bad time" makes you 40% less likely to book a meeting, while asking "How are you?" increases your likelihood of booking a meeting by 3.4X.  34. Here are the top ways to create a positive sales experience, according to buyers: ABOUT TONY EADES Tony Eades is Chief Strategy Officer at Salted Stone and leading advisor of inbound marketing strategy in Australia. With 25 years of business experience, in-depth knowledge of branding, marketing trends and technology here and in the US, and with multiple media appearances and keynote addresses, Tony is a highly sought-after marketing expert from SME to corporate brand strategy. Contact: http://saltedstone.com.au/ ABOUT HOST, NINA SUNDAY CSP Contact: nina@ninasunday.com or info@brainpowertraining.com.au https://linktr.ee/ninasunday Invite Nina Sunday CSP as a virtual speaker for your conference globally, or in-person in Australia, or to lead a one-day workshop or series. Visit https://ninasunday.com or https://www.brainpowertraining.com.au/signature-programs/ Author of ‘Workplace Wisdom for 9 to thrive; the 12 soft skills everyone needs to know for workplace success' The Manage Self, Lead Others podcast is mainly for experienced and aspiring managers to explore ways to elevate and transform team culture. Nina Sunday speaks with key experts from Australia and across the globe who share their insights in self-leadership and leading others. Learn more about your ad choices. Visit megaphone.fm/adchoices

Jennifer Eggers is co-author of ‘Resilience: It's Not About Bouncing Back’ (with Cynthia Barlow) and founder of LeaderShift Insights focused on building adaptive leadership and alignment at recognized brands globally. After serving in several leadership roles for Fortune 500 companies Jennifer founded this firm. She believes resilience is the key ingredient to building healthy, thriving leaders and organizations. Creating a Resilient Team Mindset.  Building a Resilient team  Create alignment Your purpose, definition of success and core beliefs drive alignment  How is resilience not the same as coping? If resilience can be learned, how can we enhance our ability to be resilient?  What are characteristics of resilient people and organisations? Grasp on reality Meaningful Improvise Adaptive Leadership style. -      Willing to be wrong -      open to revolutionary innovation   What traps derail performance?   What is an adaptive challenge? Model: Mindset, Choices, Core Beliefs Why is authenticity critical to resilience? What are the biggest derailers of a Resilient Mindset? – guilt, resentment  Tell us about the snicker test.  What are the physiological symptoms of fight or flight?  Kouzes and Posner. 5 core practices: Model the Way, Inspire a Shared Vision, Challenge the Process, Enable Others to Act, Encourage the Heart.    Stimulus-Response Gap. Victor Frankl wrote, "Between stimulus and response, there is a space. In that space is our power to choose our response. In our response lies our growth and our freedom."   Pause to choose vs. React. CONTACT: https://leadershiftinsights.com/ Email: info@lsiteam.com Book on Amazon: https://amzn.to/3IfnsnY ABOUT HOST, NINA SUNDAY CSP Contact: nina@ninasunday.com or info@brainpowertraining.com.au Invite Nina Sunday CSP as a virtual speaker for your conference globally, or in-person in Australia, or to lead a one-day workshop or series. Visit https://ninasunday.com or https://www.brainpowertraining.com.au/signature-programs/ Author of ‘Workplace Wisdom for 9 to thrive; the 12 soft skills everyone needs to know for workplace success' Amazon: https://amzn.to/2DQyZts The Manage Self, Lead Others podcast is mainly for experienced and aspiring managers to explore ways to elevate and transform team culture. Nina Sunday speaks with key experts from Australia and across the globe who share their insights in self-leadership and leading others. Learn more about your ad choices. Visit megaphone.fm/adchoices