Inside The Process

“Hire people who attract more incredible people.” What happens when you mix emotional intelligence with strategic hiring, sprinkle in a dash of Hot Topic eyeliner, and top it off with a leadership team that actually walks the talk? You get Trainual. In this episode of Inside the Process, Sasha Robinson, our Head of People Ops (aka Goth Sasha), pulls back the curtain on how culture isn't just preserved — it's intentionally built, scaled, and celebrated. From recruiting the top 2% of talent to turning performance reviews into power moves, Sasha shares the magic behind Trainual’s thriving workplace. Buckle up — this isn’t your average HR playbook. Key Takeaways:  Values-driven hiring is the first filter.  Hiring at Trainual isn’t just about credentials — it’s about values. Every candidate is vetted not only for skills but for emotional intelligence, communication ability, and cultural alignment. Because one bad hire can throw off the whole vibe — and that’s a no-go.Culture is led from the top — and reinforced at every level. From Chris responding to every DM to Sasha dressing full goth for a company kickoff, leadership at Trainual models authenticity and fun. That energy cascades throughout the org, making joy and performance a team sport.Systems keep the culture scalable. Career ladders, principle-based decision-making, and competency-based interviews aren’t just buzzwords—they’re the systems that make a strong culture repeatable. And review cycles? Not just checkboxes. They're tools for real growth.Feedback isn’t just welcome — it’s actionable. Twice-yearly engagement surveys are read in full by execs, themes are extracted, and changes are made. Transparency and follow-through turn feedback from noise into trust.Referral networks and personal advocacy fuel talent acquisition. The best hires often come through existing team networks — because great people attract great people. Candidates who go the extra mile with personalized outreach and show genuine interest in Trainual’s mission stand out. Chapter Markers: [0:00] Sasha’s origin story [9:30] How to build an award-winning culture [17:30] Hiring at Trainual and leadership [26:00] Hiring in the early stages  [30:30] The power of referrals [33:30] What companies get wrong about hiring [38:00] Preserving our culture Resources: Want more resources from this episode? We’ve got an episode recap, replay, and every template, process, and resource we covered right here: https://trainual.com/insidetheprocess  Trainual Inside The Process provides solutions for every aspect of the business — from process headaches and system improvement to self-management and leveling up as a leader. Mallory Glessner sits down with some of the brightest business minds and unpack their specialized insights to help you improve and level up the work you’re doing. This is one of a few podcasts from Trainual, a software platform that helps businesses build playbooks to train and grow their team. You can check out the rest of our shows here: https://trainual.com/insidetheprocess

“If the content’s falling flat, I tell my team — push it further. Make it more interesting.” "Follow your gut" takes on a whole new meaning when you're marketing kombucha. On this episode of Inside the Process, Charlotte Mostaed, CMO at Health-Ade, breaks down how she turned a kombucha cult-favorite into a category-leading powerhouse without losing its apothecary-style soul. From redesigning the label to launching stadium partnerships with teams like the Dodgers and letting her team get weird on TikTok, Charlotte shares what it really takes to build a brand that’s fun, functional, and fiercely intentional. We talk about pushing bold ideas through the boardroom, knowing when not to listen to feedback, and why the best insights come from knowing what people don’t like about you. If you're trying to balance big creative swings with brand integrity — this one’s for you. Key Takeaways: Values-first marketing works – Charlotte didn’t chase a title—she chased alignment. Building from a place of shared values leads to long-term success and team culture.Don’t touch the anchor – Not every brand refresh needs a full identity change. Protect the assets that are already iconic.Let your team get weird – Creativity thrives when marketers can play. Charlotte’s team leans into TikTok mukbangs and frozen-veggie cocktails—and it works.Ask “What would make this possible?” – Big ideas often get shut down too early. Reframing the question helps ideas move forward.Know why people don’t buy – Great marketers don’t just focus on fans—they obsess over the barriers that keep people from converting. Chapter Markers: [0:00] How Charlotte landed a job (even after being rejected) [7:00] Evolving a brand without losing its soul [18:00] Balancing fun with function [31:00] Letting creators get weird (and why it works) [37:00] What makes big ideas possible? Resources: Want more resources from this episode? We’ve got an episode recap, replay, and every template, process, and resource we covered right here: https://trainual.com/insidetheprocess  Trainual Inside The Process provides solutions for every aspect of the business — from process headaches and system improvement to self-management and leveling up as a leader. Mallory Glessner sits down with some of the brightest business minds and unpack their specialized insights to help you improve and level up the work you’re doing. This is one of a few podcasts from Trainual, a software platform that helps businesses build playbooks to train and grow their team. You can check out the rest of our shows here: https://trainual.com/insidetheprocess Actionable Steps: Audit your brand assets – What’s sacred and what’s flexible? Protect the brand equity you've already built while finding places to evolve.Center campaigns on consumer truth – Don’t just market what you are—market what people need to hear to believe in you.Let your social team take risks – Organic is the playground. Empower the team to try weird, meme-y, or even controversial ideas.Redefine stakeholder buy-in – When someone says no, ask: “What would need to be true to make this idea possible?”Measure in layers – Don’t rely on ROI alone. Consider media value, brand lift, and earned press as signs of campaign success.

“Own your own URL. Everything else is borrowed land.” Personal branding isn't about going viral — it's about showing up, standing out, and staying real. On this episode of Inside the Process, digital strategist, writer, and LinkedIn video pioneer Goldie Chan joins us backstage at Playbook 2024 to share how she built a globally recognized personal brand—starting with daily videos and lime green hair. We talk about gimmicks vs. substance, how to show up authentically without oversharing, and what it really takes to gain traction on LinkedIn (spoiler: it's not pods). Goldie also dishes on staying consistent, playing the long game, and why owning your own platform might be the smartest branding move you make. Chapter Markers: [0:00] Accidentally starting a personal brand [5:04] Telling better stories [11:40] Being consistent on LinkedIn [16:00] How to stand out as a creator [19:30] How personal should people get on LinkedIn? [22:00] Visual identities for your brand Resources: Want more resources from this episode? We’ve got an episode recap, replay, and every template, process, and resource we covered right here: https://trainual.com/insidetheprocess Trainual Inside The Process provides solutions for every aspect of the business — from process headaches and system improvement to self-management and leveling up as a leader. Mallory Glessner sits down with some of the brightest business minds and unpack their specialized insights to help you improve and level up the work you’re doing. This is one of a few podcasts from Trainual, a software platform that helps businesses build playbooks to train and grow their team. You can check out the rest of our shows here: https://trainual.com/insidetheprocess

“Influencer marketing is a channel, but you are working with a human being and a creator who spent a lot of time investing in their audience.” Influencer marketing might look flashy, but behind every great campaign is a whole lot of strategy and intention. On this episode of Inside the Process, LinkedIn legend and Verbatim founder Brianna Doe gets real about what it takes to run influencer programs that actually work — especially in the wild world of B2B. She spills the tea on sketchy engagement pods, oversharing creators, and why follower count is kind of a scam (okay, not totally, but still). From sending the right briefs to making sure your content doesn’t sound like a bad infomercial, Brianna breaks it all down with honesty, humor, and some seriously helpful tips. If you’ve ever thought, “Wait, are we doing this right?” — this one’s for you. Key Takeaways: - Engagement pods ≠ real influence – If the comments feel fake, they probably are. Authenticity wins every time. - Follower count is just a number – It’s not about how many people follow a creator, but who they are and if they care. - Creative briefs are your BFF – Want content that doesn’t feel like a commercial? Give influencers the tools to make it their own. - Consistency is queen – The algorithm loves a rhythm. Help creators stay on their schedule, not yours. - B2B can be bold – LinkedIn (and even YouTube!) are primed for fresh, creator-led campaigns—don't sleep on them. Chapter Markers: [0:00] From creator to agency owner [9:07] How to vet influencers [18:10] Red flags in the influencer world [23:14] POD vs friendly support [31:20] How to be a good parter for an influencer [35:50] Set the partnership up for success [40:10] Timing your posts Resources: Want more resources from this episode? We’ve got an episode recap, replay, and every template, process, and resource we covered right here: https://trainual.com/insidetheprocess Trainual Inside The Process provides solutions for every aspect of the business — from process headaches and system improvement to self-management and leveling up as a leader. Mallory Glessner sits down with some of the brightest business minds and unpack their specialized insights to help you improve and level up the work you’re doing. This is one of a few podcasts from Trainual, a software platform that helps businesses build playbooks to train and grow their team. You can check out the rest of our shows here: https://trainual.com/insidetheprocess

"Our rule is simple: 'No playbook, no hire.' We won’t bring anyone on board unless we have a clear plan to set them up for success.” Building a business is hard — but building one that lasts? That takes a whole different mindset. On this episode of Inside the Process, Ryan Deiss, CEO of The Scalable Company, breaks down what it really means to scale sustainably, why ditching the 10-year plan might be the smartest move you make, and how systems (not superhero founders) are the real secret to growth. He shares honest insights about learning to prioritize, create clarity, and make decisions that don’t just feel good today, but still make sense three years from now. If you’re tired of winging it and ready to build with intention, this episode’s got you covered. Key Takeaways: Ditch the 10-year plan – Long-term visions are great, but staying adaptable wins the game.Clarity beats chaos – Clear priorities and communication make everything else easier.Systems scale, not hustle – You can’t outwork broken processes. Build smart, not frantic.Build from activities that make money first – Don’t worry about culture so early on. Your bottom line keeps your company afloat, master that before anything!Plan for impact, not just activity – Measuring what matters keeps your business moving forward. Chapter Markers: [0:00] The first process to put in place  [5:40] Figuring out which processes to document [8:15] Connecting why we deserve to win [10:40] When does culture come in? [13:11] Is leadership enough? [15:15] How far ahead do you look into the future? [18:00] The one thing new entrepreneurs should keep in mind Resources: Want more resources from this episode? We’ve got an episode recap, replay, and every template, process, and resource we covered right here: https://trainual.com/insidetheprocess  Trainual Inside The Process provides solutions for every aspect of the business — from process headaches and system improvement to self-management and leveling up as a leader. Mallory Glessner sits down with some of the brightest business minds and unpack their specialized insights to help you improve and level up the work you’re doing. This is one of a few podcasts from Trainual, a software platform that helps businesses build playbooks to train and grow their team. You can check out the rest of our shows here: https://trainual.com/insidetheprocess

“When you're just building your team and hiring people, it's super important as a leader that you have done it, and you know what it is, and it's documented." Letting go is one of the hardest things for any entrepreneur — but it’s also the key to real growth. Russ Perry, CEO of Design Pickle, joins Mallory Glessner on Inside the Process to talk about the fine art of delegation, building a business that doesn’t rely on you for every decision, and why creating space for personal time is a game-changer (literally). From scaling a team to refining processes, Russ shares hard-earned lessons on stepping back without losing control. If you’re ready to free yourself from the day-to-day grind and focus on the big picture, this episode is packed with insights to help you make it happen. Key Takeaways: Letting go is tough – Entrepreneurs cling to what they love, even when delegating would help.Personal time = success – Reaching a point where you can enjoy hobbies guilt-free is a milestone.No process, no delegation – Without clear systems, hiring won’t fix your workload.Vision needs action – Big ideas mean nothing without a roadmap to execute them.Culture-first onboarding wins – Engaging, creative onboarding strengthens team buy-in. Chapter Markers: [00:00] Russ’s backstory [2:11] What process was hardest to let go of? [4:47] Delegation story [7:02] What’s the first thing you would delegate? [9:35] Design Pickle's unique process [11:10] Closing Resources: Want more resources from this episode? We’ve got an episode recap, replay, and every template, process, and resource we covered right here: https://trainual.com/insidetheprocess  Trainual: Inside The Process provides solutions for every aspect of the business — from process headaches and system improvement to self-management and leveling up as a leader. Mallory Glessner sits down with some of the brightest business minds and unpack their specialized insights to help you improve and level up the work you’re doing. This is one of a few podcasts from Trainual, a software platform that helps businesses build playbooks to train and grow their team. You can check out the rest of our shows here: https://trainual.com/insidetheprocess

"The performance capacity of any company is determined by the quality of its people." Running a business is one thing — leading it to sustainable success is another. Michael Caito, CEO of MAP Consulting and a seasoned entrepreneur, joins Mallory Glessner on Inside The Process to share next-level strategies for scaling with clarity and confidence. We’re breaking down the six key leadership functions that separate thriving CEOs from overwhelmed entrepreneurs—building strong teams, creating accountability, and mastering strategic execution. Get ready for actionable insights on systemizing your business, making smarter decisions, and stepping into the leadership role your company needs to grow. If you’re feeling stuck or ready to level up, this episode is your roadmap to leading with confidence and clarity. Key Takeaways: Leadership is a system. It’s not about working harder – it’s about leading smarter with clear functions that drive success.Clarity is power. No clarity, no growth. Define your vision and align your team to get things moving fast.Execution wins. Strategy is nothing without execution. Build systems to ensure your team delivers consistently.Accountability is key. High-performance teams thrive on clear expectations and ownership. Hold people accountable to results.CEO’s evolve. Shift from doer to visionary. The bigger the business, the bigger your role in leading strategy and empowering others. Resources: Want more resources from this episode? We’ve got an episode recap, replay, and every template, process, and resource we covered right here: https://trainual.com/insidetheprocess  Trainual: Inside The Process provides solutions for every aspect of the business — from process headaches and system improvement to self-management and leveling up as a leader. Mallory Glessner sits down with some of the brightest business minds and unpack their specialized insights to help you improve and level up the work you’re doing. This is one of a few podcasts from Trainual, a software platform that helps businesses build playbooks to train and grow their team. You can check out the rest of our shows here: https://trainual.com/insidetheprocess

"Leadership is being able to tell people where you're going and why we're doing it." If you’ve ever felt like you’re stuck in hustle mode but not seeing real results, this episode is your wake-up call. Daymond John, the mastermind behind FUBU and a Shark Tank legend, teams up with the brilliant Mallory Glessner on the Inside The Process Podcast to drop pure gold on what it really takes to build a thriving business. From mindset shifts to money moves, he keeps it brutally honest—no fluff, no filler. You’ll learn why excuses are your biggest enemy, why knowing your numbers is non-negotiable, and how your network can make or break your success. Plus, he dishes out hard-earned lessons from his own journey, proving that grit, strategy, and the right people in your corner are the ultimate game-changers. Ready to level up? Let’s dive in. Key Takeaways: Visualize and set goals. Clearly define your goals to manifest your vision and make them actionable.Lead by example. Demonstrate hard work and vulnerability; it motivates your team to do the same.Value every partner. Treat customers, employees, and suppliers as vital allies in your success.Be self-honest. Regularly evaluate your choices and relationships to ensure alignment with your goals.‍Eliminate toxic connections. Surround yourself with positive influences and cut out draining relationships. Chapter Markers: [00:00] Introduction & Setting the Stage [01:30] Daymond’s No-Excuses Mindset [03:45] Preserving Creative Energy While Systemizing [06:00] Making Something of Yourself No Matter What [08:50] The Power of Visualizing and Goal Setting [11:07] How to Engage all your senses during visualization [13:10] Routines that avoid burnout [17:00] Creating An Intentional Life [18:18] Protecting Your Environment  [21:47] Closing Resources: Want more resources from this episode? We’ve got an episode recap, replay, and every template, process, and resource we covered right here: https://trainual.com/insidetheprocess  Trainual Inside The Process provides solutions for every aspect of the business — from process headaches and system improvement to self-management and leveling up as a leader. Mallory Glessner sits down with some of the brightest business minds and unpack their specialized insights to help you improve and level up the work you’re doing. This is one of a few podcasts from Trainual, a software platform that helps businesses build playbooks to train and grow their team. You can check out the rest of our shows here: https://trainual.com/insidetheprocess

"Every entrepreneur has a story that almost destroyed them — what sets them apart is the resilience to keep going." On this Inside the Process Podcast episode, Mallory Glessner chats with the amazing Candy Valentino — entrepreneur, author, and total business badass. Candy keeps it real about how she went from growing up in a trailer park to building and selling multiple companies. They dive into the money habits that actually build wealth, why most businesses fail, and the mindset shifts that make all the difference. Plus, Candy drops some serious wisdom on avoiding lifestyle inflation and making your money work for you. If you’re trying to level up in business (or just life in general), this one’s a must-listen! Key Takeaways: Live below your means. Avoid lifestyle inflation by spending less than you earn and investing the difference to build real wealth. Mental toughness is key. Success isn’t just about skills — it’s about resilience, grit, and the ability to push through challenges. Shift from consumer to creator. Stop just consuming information — apply what you learn, build something, and create value. Know your numbers. Understanding your personal and business finances is crucial — profitability matters more than revenue. Success is about impact, not accumulation. True wealth isn’t just about making money — it’s about what you can give and the legacy you leave. Chapter Markers: [00:00] The Trap of Lifestyle Inflation and True Wealth [00:59] Introducing "Profit Now" and the Entrepreneurial Journey [02:03] Mental Toughness: The Key to Success in Business [04:29] Overcoming Fear and Building Confidence in New Ventures [06:30] The Power of Mentorship and Learning from Books [08:23] Shifting from Consumer to Creator: The Investor Mindset [12:42] Simple Steps to Start a Business and Build Wealth [17:53] Personal Economy: Managing Income, Expenses, and Investments [22:11] Hiring for Culture Fit Over Pure Talent [26:37] Giving Back: Building a Nonprofit and the True Purpose of Wealth Resources: Want more resources from this episode? We’ve got an episode recap, replay, and every template, process, and resource we covered right here: https://trainual.com/insidetheprocess Trainual Inside The Process provides solutions for every aspect of the business — from process headaches and system improvement to self-management and leveling up as a leader. Mallory Glessner sits down with some of the brightest business minds and unpack their specialized insights to help you improve and level up the work you’re doing. This is one of a few podcasts from Trainual, a software platform that helps businesses build playbooks to train and grow their team. You can check out the rest of our shows here: https://trainual.com/insidetheprocess

“You gotta find where you have true mastery and excellence and then let other people fill in your blind spots. And if you're busy trying to do everything, you don't ever just excel at what you're good at." In this episode of Inside the Process, Mallory Glessner interviews Ezra Firestone, a powerhouse in the e-commerce world who's built multiple seven and eight-figure businesses. Ezra dives into the nitty-gritty of success, sharing how systematization, delegation, and generating buzz around product launches are game-changers. But it’s not just about the hustle — they emphasize the crucial balance between work and life, achieved through firm boundaries, self-care, and fostering a vibrant team culture. Ezra passionately believes in valuing employees not just as workers but as individuals — paying them fairly and creating an uplifting environment where everyone feels appreciated and empowered. This conversation is a goldmine, showcasing how personal well-being is intricately tied to effective business practices and the path to enduring success. Don’t miss it! Key Takeaways: Systematize and delegate. Create robust systems and processes to scale your business and free yourself from micromanagement.Build anticipation. Generate excitement for product launches through pre-launch marketing and early bird programs.Prioritize work-life balance. Set boundaries, limit work hours, and dedicate time to self-care and activities that bring you joy.Value your team. Pay well, foster open communication, create a positive work culture, and treat employees as valued individuals.Cultivate a positive mindset. Focus on the positive aspects of life, practice gratitude, and actively choose to view experiences positively Chapter Markers: [00:00] Introduction to Entrepreneurship and Business Building [03:13] The Importance of Systems and Delegation [05:50] Mastering the Art of Launching Products [08:51] Work-Life Balance and Productivity Strategies [09:08] Mindset Shifts for Success [12:09] Engaging Teams in Goal Setting [14:54] Building a People-First Company Culture Resources: Want more resources from this episode? We’ve got an episode recap, replay, and every template, process, and resource we covered right here: https://trainual.com/insidetheprocess  Trainual Inside The Process breaks down the mindset and mechanics behind running a smarter, more efficient business. From solving process headaches and optimizing systems to self-management and leadership growth, this podcast delivers real solutions you can put into action. Mallory Glessner—a 10-year systems and operations veteran turned marketer at Trainual—sits down with leaders from some of the most innovative, fast-moving companies to uncover how they think and operate. Through their insights, you'll gain strategies to elevate your work and teams. But Inside The Process isn’t just another business podcast—it’s like having a top-tier consultant in your pocket, minus the hefty fees. Covering everything from business best practices and company culture to leadership tactics and operational efficiency, this show helps you take action and grow your business. Whether you're a team leader looking for a starting point or a seasoned manager exploring new processes to save time, energy, and money—this podcast is for you. Hit subscribe to stay updated when the next episode drops! This is one of several podcasts from Trainual, the software platform that helps businesses build playbooks to train and grow their teams. Check out the rest of our shows here: https://trainual.com/insidetheprocess

"Strategic planning isn't just about keeping the lights on, but truly driving growth." In this episode of Inside the Process, Mallory Glessner chats with the inspiring Hayfa Aboukair, who takes us on her unique journey from public service to the dynamic startup scene. They delve into the power of strategic planning and break down the difference between metrics that simply keep the lights on and those that spark real transformative shifts. Hayfa emphasizes the importance of balancing bold ambitions with realistic expectations, highlighting how involving the entire team in goal-setting can lead to greater success. Throughout their engaging conversation, she shares valuable insights on reflection for continuous improvement and practical tips for giving and receiving feedback. They wrap up with some powerhouse advice on effective annual planning strategies and the common pitfalls every entrepreneur should avoid. This episode is packed with wisdom that’s perfect for anyone looking to elevate their game! Key Takeaways: Develop a strategic planning framework to promote growth and align team efforts.Involve teams in the planning process to enhance ownership and provide clarity.Regularly implement reflection and retrospectives to promote continuous improvement.Prioritize a few key objectives to prevent overwhelming team members.Foster a culture of feedback to boost team performance and collaboration.Ensure leaders communicate how individual contributions align with larger organizational goals. Chapter Markers: [00:00] Introduction to Inside the Process [01:45] Haifa's Journey: From Public Service to Startups [03:35] The Importance of Strategic Planning [06:51] Metrics that Matter: Keep the Lights On vs. Strategic Shifts [09:08] Balancing Ambitious Goals with Realistic Expectations [12:16] Engaging Teams in Goal Setting [15:49] The Role of Reflection in Continuous Improvement [18:57] Practical Frameworks for Team Feedback [20:43] Effective Annual Planning Strategies [24:21] Avoiding Common Pitfalls in Strategic Planning Resources: Want more resources from this episode? We’ve got an episode recap, replay and every template, process, and resource we covered right here: https://trainual.com/insidetheprocess  Trainual Inside The Process breaks down the mindset and mechanics behind running a smarter, more efficient business. From solving process headaches and optimizing systems to self-management and leadership growth, this podcast delivers real solutions you can put into action. Mallory Glessner—a 10-year systems and operations veteran turned marketer at Trainual—sits down with leaders from some of the most innovative, fast-moving companies to uncover how they think and operate. Through their insights, you'll gain strategies to elevate your work and teams. But Inside The Process isn’t just another business podcast—it’s like having a top-tier consultant in your pocket, minus the hefty fees. Covering everything from business best practices and company culture to leadership tactics and operational efficiency, this show helps you take action and grow your business. Whether you're a team leader looking for a starting point or a seasoned manager exploring new processes to save time, energy, and money—this podcast is for you. Hit subscribe to stay updated when the next episode drops! This is one of several podcasts from Trainual, the software platform that helps businesses build playbooks to train and grow their teams. Check out the rest of our shows here: https://trainual.com/insidetheprocess

"I think to find the right seat for the right person, you need to actually know who they are. You need to understand what they are good at, where they came from, and where they want to go." In this episode of Inside the Process, hosts Mallory and Shawn are joined by Paula Durham, a specialist in transforming creative business operations, to discuss the significance of aligning the right people with the right seats in organizations. Paula shares her insights on identifying strengths and motivations within teams while emphasizing the importance of understanding individuals’ backgrounds and aspirations. Paula explains how the dynamic nature of roles often leads to misalignment and highlights the need for open communication to reassess responsibilities. Paula discusses innovative approaches to fostering a joyful and efficient work environment, such as engaging employees in defining their roles and creating a space for creativity and personal growth. Throughout the episode, Paula underscores that effective leadership requires a balance of transparency, empowerment, and adaptability to ensure both team and individual success. Key Takeaways: Understand individual strengths by engaging team members in discussions to identify their career aspirations and align them with the right goals. Foster transparency by creating a culture of openness with regular check-ins that allow employees to share challenges and reassess their responsibilities.Conduct exercises that enable teams to envision their ideal organizational structure without current constraints.Provide training opportunities that align with both evolving business needs and employee interests to support growth.Celebrate small wins by regularly recognizing and acknowledging individual and team achievements to boost morale and motivation. Chapter Markers: [05:00] The Importance of Alignment [10:00] Meet Paula Durham: Expert in Creative Business Operations [15:00] Understanding Individual Strengths and Aspirations [20:00] The Role of Transparency in Team Dynamics [25:00] Envisioning Ideal Organizational Structures [30:00] Strategies for Effective Communication and Feedback [35:00] Training and Development for Evolving Needs [40:00] Empowering Team Members through Role Reassessment [45:00] Fostering a Culture of Recognition and Celebration [50:00] Conclusion: Continuous Improvement in the Workplace Resources: Want more resources from this episode? We’ve got an episode recap, replay and every template, process, and resource we covered right here: https://trainual.com/insidetheprocess  Trainual Inside The Process provides solutions for every aspect of the business — from process headaches and system improvement to self-management and leveling up as a leader. Mallory Glessner and Shawn Jensen sit down with some of the brightest business minds and unpack their specialized insights to help you improve and level up the work you’re doing. This is one of a few podcasts from Trainual, a software platform that helps businesses build playbooks to train and grow their team. You can check out the rest of our shows here: https://trainual.com/insidetheprocess 

"Not everybody wants to be a manager, but the way that we’ve designed these systems is that the way people move up in your organization, the way they’re paid, how far their career track goes, is based on how many levels there are." In this episode of Inside the Process, hosts Mallory and Shawn are joined by Barbara Gago, founder and CEO of Pando, to discuss rethinking career growth, feedback culture, and equitable career development. Barbara shares her experience designing career frameworks that empower individual contributors (ICs) and redefine what it means to grow in a role without the pressure of pursuing traditional leadership paths. Barbara explains how outdated organizational structures and biases have created barriers for ICs, often limiting their growth. She dives into innovative strategies like creating more IC levels, introducing equitable leveling frameworks, and using feedback systems to retain and develop talent. Throughout the episode, Barbara highlights the importance of feedback as a tool for fostering transparency, reducing bias, and building psychologically safe workplaces. Key Takeaways: Develop leveling systems that recognize IC growth without defaulting to management roles. Equitable compensation and clear progression paths are critical.Implement frameworks like “Start, Stop, Continue” or BIC (Behavior, Impact, Question) to provide actionable, unbiased feedback.Embrace flat structures and redefine managerial roles as mentorship-focused, reducing unnecessary layers of hierarchy.Use tools, templates, and regular training to ensure feedback is consistent, constructive, and part of daily processes. Chapter Markers: [1:08] - Meet Barbara Gago: A Leader in Career Growth [2:51] - Creating Growth Tracks: A Framework for ICs [7:45] - Breaking the Myth: Not Everyone Wants Leadership [12:50] - Unbossing: Redefining Management Structures [16:20] - The Peter Principle: Promoting People to Incompetence [21:28] - Career Paths for Individual Contributors (ICs) [28:00] - Tackling Bias in Feedback Systems [32:20] - Continuous Improvement through Constructive Feedback [36:00] - Using feedback as a tool for performance enhancement and retention. Resources: Want more resources from this episode? We’ve got an episode recap, replay and every template, process, and resource we covered right here: https://trainual.com/insidetheprocess  Trainual Inside The Process provides solutions for every aspect of the business — from process headaches and system improvement to self-management and leveling up as a leader. Mallory Glessner and Shawn Jensen sit down with some of the brightest business minds and unpack their specialized insights to help you improve and level up the work you’re doing. This is one of a few podcasts from Trainual, a software platform that helps businesses build playbooks to train and grow their team. You can check out the rest of our shows here: https://trainual.com/insidetheprocess 

“The process that we go through is doing customer research to understand that end-to-end customer experience — understanding of customers so that you can identify your biggest opportunities for growth across the customer journey.” In this episode of Inside the Process, hosts Mallory and Shawn chat with Georgiana Laudi, co-founder of Forget the Funnel, about rethinking customer experience through a customer-led growth framework. With decades of experience in SaaS growth, Georgiana breaks down how companies can stop guessing what works for their customers and instead align their strategies to real customer needs, mapping out experiences that drive long-term success. She discusses her approach to understanding customers beyond traditional journey mapping, diving into each phase of the customer experience, and shares how the Jobs to be Done framework helps uncover what customers truly want, creating a foundation for building loyal, satisfied users who champion a brand. Key Takeaways: Break down the customer journey into distinct phases, from pre-acquisition struggles to post-onboarding growth. Identify critical milestones where you can optimize experiences and guide customers to the next step.Instead of focusing solely on demographics, shift your perspective to what customers are trying to achieve with your product. Use this framework to align your messaging and onboarding with the real “jobs” your customers want done.Recognize that customer experience doesn’t end at acquisition — continuously engage customers to deliver ongoing value as they grow with your product. This approach can increase retention and foster a loyal customer base.Rather than relying on generic best practices, tailor your processes to fit the unique needs and behaviors of your ideal customers. Be flexible and data-driven, adjusting your approach based on customer feedback and actual engagement. Chapter Markers: [0:06] Processes vs. Best Practices: Why it matters and how teams misuse them. [0:12] Frameworks That Flex: Adapting frameworks to fit unique customer needs. [2:18] Customer Journey Mapping: Real-world approaches for business growth. [6:02] Struggle Phase: Recognizing when customers need a change and seek solutions. [9:55] Creating Milestones: Key points that drive customer success. [22:06] Breaking Down Silos: Aligning teams for a unified customer experience. [31:00] Using KPIs: Measuring impact through meaningful customer experience indicators. [38:09] Avoiding Best Practice Pitfalls: Why not all best practices serve your team. Resources: Want more resources from this episode? We’ve got an episode recap, replay and every template, process, and resource we covered right here: trainual.com/insidetheprocess Trainual Inside The Process provides solutions for every aspect of the business — from process headaches and system improvement to self-management and leveling up as a leader. Mallory Glessner and Shawn Jensen sit down with some of the brightest business minds and unpack their specialized insights to help you improve and level up the work you’re doing. This is one of a few podcasts from Trainual, a software platform that helps businesses build playbooks to train and grow their team. You can check out the rest of our shows here: trainual.com/insidetheprocess In this episode Mallory and Shawn chat with Georgiana Laudi, co-founder of Forget the Funnel, about rethinking customer experience through a customer-led framework.

“I think anything can be training. Anything can be a learning moment.” In this episode of Inside the Process, hosts Mallory and Shawn are joined by Sara Berry, founder of Out of the Office Learning. With extensive experience across training programs for companies like Nielsen, AT&T, Comcast, and more, Sara shares her insights on how to make workplace learning both effective and fun. Sara discusses the challenges many businesses face when it comes to employee engagement in training and how traditional, boring training methods are no longer effective in today’s fast-paced, media-heavy world. Instead, Sara advocates for creating engaging learning experiences through humor, collaboration, and breaking down complex subjects into digestible, memorable content. By making learning an integral part of daily work and embracing flexibility, organizations can foster more innovative and adaptable teams. Key Takeaways: Incorporate learning into daily tasks and interactions to make it a seamless part of the workday. This creates an ongoing learning culture, rather than relying on one-time training events.Add humor, storytelling, and interactive elements to keep employees engaged during training. Fun and relatable content makes learning more memorable and enjoyable.Break complex topics into small, focused lessons that employees can easily absorb and apply. Short bursts of information help improve retention and save time.Promote knowledge-sharing by encouraging employees to teach and learn from one another. Peer-to-peer learning fosters collaboration and strengthens team dynamics.Customize training to fit different learning styles and generational preferences. Use a variety of formats like videos, podcasts, and user-generated content to meet diverse needs. Resources: Want more resources from this episode? We’ve got an episode recap, replay and every template, process, and resource we covered right here: https://hubs.li/Q02C6rhq0 Got a taste and hungry for more? Join us at Playbook 2024 for three days of game-changing strategies, hands-on workshops, and real-time wins that'll supercharge your business. Get your tickets now! Trainual Inside The Process provides solutions for every aspect of the business — from process headaches and system improvement to self-management and leveling up as a leader. Mallory Glessner and Shawn Jensen sit down with some of the brightest business minds and unpack their specialized insights to help you improve and level up the work you’re doing. This is one of a few podcasts from Trainual, a software platform that helps businesses build playbooks to train and grow their team. You can check out the rest of our shows here: https://trainual.com/category/podcasts

"We all wake up every day in our professional lives wanting to solve important problems and be enriched in the jobs we do. We’ve got to tap into the human side of the business a lot more.” In this episode of Inside the Process, hosts Mallory and Shawn sit down with Bhushan Sethi, a leading strategist and partner at PwC. Bhushan shares insights from his extensive experience in guiding organizations through complex changes at the intersection of global strategy, economics, and people. As businesses face increasing uncertainty, Bhushan emphasizes the importance of planning and adaptability. From exploring different business scenarios to preparing for technological shifts like AI, Bhushan explains how organizations can stay agile and resilient in the face of change. Throughout the episode, Bhushan discusses how leaders can engage their teams in planning, manage resistance to change, and foster a culture of experimentation. His advice is not only for large organizations but also for small businesses looking to stay ahead of emerging trends. Key Takeaways: Instead of predicting the future, prepare for various outcomes by exploring different business scenarios, including technology advancements and demographic shifts.Make employees part of the journey by involving them in planning and decision-making processes to foster buy-in and reduce resistance.Encourage experimentation within your organization, whether it’s through AI testing or business process redesign. Allow teams to learn and adapt in a low-risk environment.Understand the long-term implications of demographic changes on your workforce and plan accordingly, from talent acquisition to technology integration.Fear is a natural response to change, but organizations can harness that energy and turn it into excitement for innovation and growth. Chapter Markers: [03:21] The one essential step leaders must take to prepare for uncertainty. [04:30] Why planning for multiple scenarios is crucial for businesses facing uncertain futures. [06:33] Insights on balancing detailed planning with the need for flexible, agile execution. [09:31] Signals that indicate it's time to shift from planning mode to executing strategies. [12:47] Exploring how changes in demographics will affect the future labor force and economy. [22:30] How businesses can use experimentation to reduce risk and embrace new technologies like AI. [27:00] Techniques for addressing anxiety and building excitement around organizational change. [40:03] Addressing trust gaps and polarization in the workplace to unite teams. Resources: Want more resources from this episode? We’ve got an episode recap, replay and every template, process, and resource we covered right here: https://hubs.li/Q02C6rhq0 Got a taste and hungry for more? Join us at Playbook 2024 for three days of game-changing strategies, hands-on workshops, and real-time wins that'll supercharge your business. Get your tickets now! Trainual Inside The Process provides solutions for every aspect of the business — from process headaches and system improvement to self-management and leveling up as a leader. Mallory Glessner and Shawn Jensen sit down with some of the brightest business minds and unpack their specialized insights to help you improve and level up the work you’re doing. This is one of a few podcasts from Trainual, a software platform that helps businesses build playbooks to train and grow their team. You can check out the rest of our shows here: trainual.com/insidetheprocess 

"Leaders in organizations are responsible for other people's careers. If you lead your division or your organization to a significant misstep, you're really harming the future resume value of everyone that comes from that company." In this episode of Inside the Process, Mallory and Shawn dive deep into the ethical challenges and leadership dynamics with Ann Skeet, the Senior Director of Leadership Ethics at the Markkula Center for Applied Ethics. With a wealth of experience ranging from corporate ethics to educational leadership, Ann provides invaluable insights into fostering a healthy organizational culture, the role of ethical decision-making, and the future challenges leaders face. Ann shares her thoughts on the importance of balancing short-term gains with long-term ethical practices. She also discusses the impact of new technologies, particularly AI, on ethical leadership and the necessity to develop robust frameworks to guide responsible technology development. Key Takeaways: Building strong, empathetic relationships within an organization encourages ethical behavior and a sense of mutual obligation among team members. Leaders should focus on creating a sense of community through storytelling, cross-functional collaboration, and regular check-ins, even in remote settings.It’s important to integrate ethical decision-making frameworks into daily business practices. This includes using tools like the six lenses of ethical decision-making and ensuring that company values are not just words on a wall but are actively used in guiding decisions.With the increasing integration of AI in the workplace, leaders must establish clear principles and frameworks for responsible technology use, ensuring that innovation aligns with ethical standards.The foundation of ethical leadership is the leader's character. Self-care, continuous personal development, and the role of mentors are also important in fostering ethical behavior. Chapter Markers: [02:39] How short-term tolerance of unethical behavior can harm long-term success and culture within organizations. [04:03] The framework for a healthy culture, emphasizing fostering empathetic relationships, integrating organizational functions, and developing organizational introspection. [12:26] Advice for leaders on balancing the pressure to grow the business with staying true to core values and ethical practices. [14:03] Taking a long-term view when making decisions to ensure they align with the company’s mission and values. [17:36] The framework for ethical decision-making based on six lenses. [28:22] How leaders can respond to crises in a way that reinforces ethical practices and clarifies company culture. [31:15] Whether ethical behavior can be taught through mentorship and character education. [41:12] The challenges HR and AI present in the business world, especially in balancing ethical considerations with business objectives. [47:45] How leaders can encourage innovation while maintaining ethical standards through storytelling, cross-functional teams, and ethical principles. Resources: Want more resources from this episode? We’ve got an episode recap, replay and every template, process, and resource we covered right here: trainual.com/insidetheprocess Got a taste and hungry for more? Join us at Playbook 2024 for three days of game-changing strategies, hands-on workshops, and real-time wins that'll supercharge your business. Get your tickets now!

"You can have the best product in the entire world, but if you're talking about it in a way that doesn't resonate, that doesn't make sense, your business will die." In this episode of Inside the Process, Mallory and Shawn sit down with Diane Wiredu, the founder of LionWords and an expert in messaging strategy. Diane shares her journey, insights, and actionable advice on how companies can develop a messaging playbook that not only aligns internal teams but also resonates with customers. Diane talks about the significance of clear and effective messaging for businesses. She explains how a well-crafted messaging strategy is essential for aligning internal teams and resonating with customers — as well as the importance of avoiding buzzwords and fluff. Throughout, Diane underscores the critical role that clear and consistent messaging plays in driving business success. Key Takeaways: Understand that messaging is about what you say, while copywriting is about how you say it. Messaging should articulate the most important aspects of your company, product, or service, and why it matters to your audience — strong messaging forms the foundation for effective copy.Build a messaging playbook, AKA a practical guide for your business to create consistency in communication. Foundational elements such as brand positioning, values, buyer personas, and key differentiators are super important.Cut out the buzzwords that dilute your message. Instead, focus on specific, clear language that directly speaks to your audience’s needs and challenges.Regularly engage with your customers to keep your messaging relevant and aligned with their evolving needs. Deep customer research ensures your messaging resonates and achieves message-market fit.Use AI with caution. While AI can be a useful tool for brainstorming and process improvements, it cannot replace the need for human insight and a deep understanding of your audience. Chapter Markers: [03:26] The difference between messaging and copywriting and why clarity in messaging is essential. [05:33] The key elements of a messaging playbook, from brand positioning to value propositions. [07:59] What constitutes "fluffy" messaging and the issues it creates for businesses. [12:11] The concept of "message-market fit" and its importance in ensuring messaging resonates with the audience. [17:59] The Value Proposition Framework for developing compelling value propositions, including the old way, customer pain, product capability, and customer gain. Resources: Want more resources from this episode? We’ve got an episode recap, replay and every template, process, and resource we covered right here: trainual.com/insidetheprocess Got a taste and hungry for more? Join us at Playbook 2024 for three days of game-changing strategies, hands-on workshops, and real-time wins that'll supercharge your business. Get your tickets now!

“High performance is all about understanding what the goals are, how we're going to get there, and what ‘good’ versus ‘great’ looks like.” In this episode of Inside the Process, Mallory and Shawn sit down with Karen Weeks, the Global Chief People Officer at Obviously. Karen shares her journey and insights on defining and nurturing high performance within teams, the importance of understanding individual needs, and the role of feedback in professional development. Karen discusses how to balance being a high performer and a supportive leader, the significance of personality assessments, and the value of mentorship programs. She emphasizes the necessity of personal growth for leaders and provides actionable advice on delivering constructive feedback. Key Takeaways Leadership needs to be tailored. Leaders should align their expectations and development plans with their team's goals and individual needs. For example, focus on individual needs rather than generational stereotypes. Understand each team member's unique motivations and career aspirations.Regular, constructive feedback should be embedded in the company culture. It's crucial to create an environment where feedback is expected, timely, and actionable. Prepare thoroughly for feedback conversations, engage in a dialogue rather than a monologue, and ensure follow-up actions are clear and supportive.Tools like DISC and Myers-Briggs can help understand team dynamics and individual preferences, but should not be used to pigeonhole potential.Implementing mentorship programs fosters a culture of continuous learning and personal growth. Leaders should also invest in their own development and openly share their learning journeys. Chapter Markers [02:00] Discussing the concept of high performance and its varying definitions across teams and companies. [06:00] Exploring how leaders can define high performance and set performance goals aligned with the company's vision. [10:00] The distinction between good and great performance, and how leaders can guide their teams towards excellence. [14:30] Emphasizing the role of regular feedback in employee development and creating a culture of continuous improvement. [19:00] The use of personality tests in understanding team dynamics and their role in promoting development. [24:00] How leaders can adapt their management approach based on the specific needs and goals of different teams. [28:00] The significance of delegation in leadership and how it can serve as a development opportunity for team members. [32:30] Addressing generational differences in the workplace and strategies for managing performance across diverse age groups. [37:00] Encouraging a culture of feedback and learning within the organization, with leaders leading by example. Resources: Want more resources from this episode? We’ve got an episode recap, replay and every template, process, and resource we covered right here: trainual.com/insidetheprocess Got a taste and hungry for more? Join us at Playbook 2024 for three days of game-changing strategies, hands-on workshops, and real-time wins that'll supercharge your business. Get your tickets now!

“Most people think, ‘I don't want to listen to myself talk,’ but I do feel that that's one of the absolute best ways to get better at communicating because you are your own worst critic in both negative and positive ways.” In this episode of Inside the Process, Mallory and Shawn delve into the intricacies of effective communication with Ty Hoesgen, a renowned communication coach and two-time bestselling author. Ty shares his transformative journey from a shy farm boy to a confident and skilled communicator who has helped thousands of professionals enhance their communication abilities. His story is a testament to the power of perseverance and the impact of mastering communication skills. Ty offers a wealth of practical advice, personal anecdotes, and actionable frameworks designed to help listeners improve their own communication skills. From overcoming anxiety and imposter syndrome to refining the clarity and impact of their messages, Ty's insights are invaluable for anyone looking to connect more effectively with their audience. Whether you're presenting in a boardroom or having a casual conversation, this episode provides the tools you need to communicate with confidence and clarity. Key Takeaways: Use the "Point, Reason, Point" Framework (PRP). Begin your communication with your main point, explain the reasons behind it, and then restate your main point for clarity. This framework ensures that your communication is clear and concise, reducing the risk of rambling.Approach every speaking opportunity as practice rather than a performance. This mindset shift reduces performance pressure, helping you stay relaxed and focused. Remember that each speaking engagement is a chance to practice and improve.To overcome anxiety before speaking, use the SBVS technique: Sit up straight to optimize your body language and improve your state of mind, use the physiological sigh (a double inhale through the nose followed by an extended exhale through the mouth), visualize a positive outcome or something that brings you joy, and smile to release feel-good chemicals and promote relaxation.Understand that feeling like an imposter is a natural part of the process until you have gained extensive experience. Focus on how you can help others with your knowledge and practice extensively to build confidence and reduce anxiety.When practicing active listening, use the phrase "It sounds like..." to paraphrase and confirm your understanding of what the other person is saying. This technique helps ensure clear communication and demonstrates that you are actively listening. Chapter Markers: [2:30] Different interpretations of emojis, highlighting the potential for miscommunication. [8:45] The significance of clear communication and how often people fail to convey their messages effectively. [12:20] The Point-Reason-Point (PRP) Framework and how it helps in organizing thoughts and delivering clear messages. [17:05] Common issues of nervous energy and over-talking in communication, and tips to manage these challenges. [21:30] The importance of recording oneself to evaluate and improve communication skills, and the benefits of self-analysis. [26:00] Seeking feedback selectively from peers and using it effectively to improve communication skills. [29:40] How to manage anxiety before public speaking, including body language optimization, deep breathing, and visualization. [34:10] Tips on active listening, paraphrasing, and providing constructive feedback using structured frameworks like BIC. Resources: Want more resources from this episode? We’ve got an episode recap, replay and every template, process, and resource we covered right here: https://hubs.li/Q02C6rhq0 Got a taste and hungry for more? Join us at Playbook 2024 for three days of game-changing strategies, hands-on workshops, and real-time wins that'll supercharge your business. Get your tickets now!