Negotiators Podcast Derek Arden - negotiatons

Welcome to another episode of Monday Night Live, hosted by Derek Arden. This week, we are delighted to welcome back Tracy Hooper, founder of The Confidence Project and author of "The Now Hello." Tracy, joining us from Portland, Oregon, is here to share her expertise on "Confident Conversations." With a rich background as a former TV news reporter and anchor, Tracy brings a wealth of knowledge and practical advice to the table.







Introduction to Tracy Hooper







In this episode, Derek Arden introduces Tracy Hooper, highlighting her impressive background and the significance of her third appearance on the show. Tracy’s journey from TV news to founding The Confidence Project is both inspiring and instructive. Her transition showcases her dedication to helping others build confidence in their conversational skills.







The Importance of Confident Conversations







Tracy emphasizes the critical need for confident conversations in today’s digital age, where face-to-face interactions are often replaced by texting and emailing. She notes that many people have become rusty in their conversational abilities due to the prevalence of digital communication. Tracy highlights the importance of rediscovering the art of engaging dialogue to build stronger, more meaningful connections.







Lessons from Tracy’s Life







Tracy shares personal stories about learning conversation skills from her parents. Her mother, in particular, played a significant role in teaching her the fundamentals of inclusive and engaging conversation. These early experiences around the dinner table taught Tracy the value of including everyone in a discussion. Additionally, she recounts anecdotes from her career, including learning from seasoned news professionals like Jane Miller, which showcase the practical application of these skills.







Techniques for Confident Conversations







Tracy offers a range of practical techniques for engaging in confident conversations. She advises giving genuine compliments on accomplishments or traits rather than appearances. Using Kickstarter questions like "what," "how," and "tell me more" can spark meaningful dialogue. Tracy encourages a mindset of constant learning and attentiveness to non-verbal cues to enhance curiosity.







Researching people before meetings to find common ground, making connections through mutual acquaintances, and leveraging active listening as a crucial skill are also key techniques Tracy discusses. These methods are vital for building rapport and maintaining engaging conversations.







Practical Applications







Tracy shares practical applications of her techniques, such as remembering and pronouncing names correctly, breaking and entering into conversations gracefully, and the art of including others in discussions. She offers tips on handling situations where one might feel left out or need to leave a conversation politely. Tracy’s advice is both practical and empathetic, designed to make everyone feel valued and included.







The Goodbye Formula







One of the standout segments of the interview is Tracy’s four-step process to end conversations respectfully: Thank the person, acknowledge something they said, offer a farewell phrase, and use a goodbye gesture. This formula ensures that conversations end on a positive note, leaving both parties feeling respected and appreciated.







Personal Insights







Tracy also shares her family dynamics and how she taught her children the art of conversation. Family dinners and open dialogue were significant in reinforcing the importance of confident conversations. Tracy reflects on how these skills can build confidence in...

Unlocking the mind-body connection is essential for holistic health, and physiotherapy expert Alison Grose offers invaluable insights into this vital relationship. Alison's journey into physiotherapy began with a childhood filled with sports and a deep fascination with how the body works. It was a chance encounter with Audrey, a seasoned physiotherapist, that ignited Alison's passion for the field. Witnessing Audrey's ability to heal not just bodies but also minds through physiotherapy left a lasting impression on Alison.







Throughout her 25-year career, Alison has dedicated herself to understanding and harnessing the power of the mind-body connection in healing. She emphasizes the importance of viewing the body as a whole, rather than focusing solely on physical symptoms. According to Alison, mental stress can manifest as physical ailments, highlighting the interconnectedness of mind and body. She advises individuals to prioritize stress management techniques, such as mindfulness and relaxation exercises, to promote overall well-being.







Alison's expertise extends to injury management and rehabilitation, where she emphasizes the importance of early intervention and holistic approaches. She believes that addressing both the physical and psychological aspects of injury is key to successful recovery. Through her work with elite athletes, Alison has witnessed firsthand the profound impact of the mind-body connection on performance and injury prevention.







In her practice, Alison emphasizes the importance of safe physical activity, particularly for weekend warriors who may be prone to overexertion and injury. She offers practical tips for injury prevention, including proper warm-up techniques and listening to the body's signals. Additionally, Alison explores the role of physiotherapy in managing chronic conditions, such as arthritis and fibromyalgia, where the mind-body connection plays a central role.







Alison's approach to physiotherapy goes beyond traditional methods, incorporating innovative techniques such as ultrasound and laser therapy. She believes in staying abreast of the latest research and technology to provide the best possible care for her patients. Through her work, Alison hopes to empower individuals to take an active role in their health and well-being by recognizing and nurturing the mind-body connection.







Overall, Alison Grose's journey into physiotherapy has been shaped by a deep appreciation for the intricate interplay between mind and body. From her early experiences as a sports enthusiast to her current role as a respected physiotherapist, she has witnessed firsthand the transformative power of addressing both physical and psychological aspects of health. By unlocking the mind-body connection, Alison aims to promote healing, resilience, and overall vitality in her patients and clients.







Join us on Monday Night Live for more enlightening conversations with industry experts.









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Introduction







Welcome to another episode of Monday Night Live, hosted by Derek Arden. This engaging podcast features uncut interviews with influential figures from around the globe. In this episode, Derek interviews Janelle Barlow, an accomplished professional speaker, author, and expert in complaint management. Join us as we delve into Janelle's fascinating journey and her insights on the importance of handling complaints and the art of negotiation.







Meet Janelle Barlow







Janelle Barlow, based in Albuquerque, New Mexico, is a renowned author and speaker with a PhD. She has dedicated her career to understanding and improving how businesses handle complaints. Janelle's seminal work, "A Complaint is a Gift," revolutionized the field when it was first published in the late 1980s and is now in its third edition. Her latest book, "Listen to Learn or Lose," focuses on guiding managers in effective complaint handling.







Journey Across the United States







Janelle's journey began in South Dakota, a place she felt compelled to leave from a young age due to its conservative and small-town nature. Her academic pursuits took her to the University of Pittsburgh, and then to the prestigious University of California, Berkeley. Despite facing initial intimidation from her Ivy League peers, Janelle thrived and eventually transitioned from academia to entrepreneurship, establishing herself as a thought leader in complaint management.







A Global Perspective







Janelle's global experiences, including three years in Taiwan, significantly shaped her worldview. Living in Taiwan during a time of rapid modernization, she witnessed firsthand the dramatic changes in the country. These experiences enriched her understanding of global business practices and customer service expectations.







The Economics of Complaints







One of Janelle's key insights is the economic impact of unaddressed complaints. In the United States, it's estimated that businesses lose over a trillion dollars annually due to poor complaint handling. In the UK, this figure stands at 174 billion pounds. Despite these staggering numbers, many businesses remain unaware of the extent of their losses or how to address them effectively.







Complaints and Negotiations: The Connection







Derek Arden, an expert in negotiation, draws parallels between complaint handling and negotiation. Both require a nuanced understanding of human behavior and a strategic approach to communication. Janelle agrees, emphasizing that handling complaints effectively is akin to negotiating a positive outcome. When customers complain, they are essentially negotiating for better service or product quality.







Cultural Nuances in Complaining







Cultural attitudes towards complaining vary significantly. While Americans may complain more openly, cultural teachings like "if you can't say something nice, don't say anything at all" still influence behavior. Janelle notes that many complaints are disguised as questions, which businesses often fail to recognize and address properly.







Gender Differences in Complaining







There's a common misconception that women complain more than men. However, Janelle's research suggests that men tend to complain more frequently, possibly due to societal positions of ownership and entitlement. Women, on the other hand, are often labeled negatively for complaining, which can discourage them from voicing their concerns.







Effective Complaint Handling







Janelle emphasizes the importance of framing complaints positively. Starting with a compliment or acknowledging the company...

Join us on "Monday Night Live" tonight for a fascinating session with Dr. Colin Summerhayes, a distinguished marine geochemist and oceanographer who specializes in climate change research.







Net Zero: Can We Achieve It? Dr. Colin Summerhayes Weighs In







Dr. Summerhayes, an Emeritus Associate of Cambridge University's Scott Polar Research Institute, has made significant contributions to our understanding of climate dynamics through his extensive work in Antarctica, which he has visited six times. In his latest book, The Icy Planet, Dr. Summerhayes poses the critical question, "Will Net Zero work?" He expresses cautious optimism about our ability to address climate challenges, emphasizing the need for collective action based on our current knowledge.







Understanding Climate Change







Dr. Summerhayes discusses the gradual melting of ice and its impact on rising sea levels, a direct result of global warming. He highlights the importance of understanding climate change as a risk management issue for future generations. Despite the alarming trends, Dr. Summerhayes maintains that it is not all doom and gloom. He references Not the End of the World by Hannah Ritchie, which suggests that we have the potential to build a sustainable planet.







International Efforts and Data







Dr. Summerhayes explains the role of the UN Framework Convention on Climate Change, which aims to limit global warming to 1.5 degrees Celsius above pre-industrial levels. He presents data showing the increasing rate of global temperature rise and its implications. The Central England Temperature Database, which is the longest temperature record on the planet, provides a local perspective on global warming trends.







Regional and Global Impacts







He discusses recent climate anomalies, such as record heatwaves and flooding in the UK, and emphasizes the global nature of these changes. Dr. Summerhayes presents data on ocean temperatures, showing significant warming in various regions, which contributes to the overall climate change scenario.







Historical Context and Current Trends







Using ice core samples from Antarctica, Dr. Summerhayes illustrates the historical levels of carbon dioxide in the atmosphere and the dramatic increase since the Industrial Revolution. He explains that the current rate of CO2 increase is unprecedented, occurring 100 times faster than natural rates.







Consequences of Melting Ice







The discussion shifts to the potential impacts of melting ice in Antarctica and Greenland. Dr. Summerhayes explains that if significant portions of these ice masses melt, sea levels could rise by several meters, posing severe risks to coastal cities and infrastructure.







The Role of Fossil Fuels







Dr. Summerhayes outlines the historical and ongoing use of fossil fuels, showing how coal, oil, and natural gas have contributed to the current levels of greenhouse gases. He highlights the concept of the "Great Acceleration" and its implications for climate change.







Potential Solutions and Individual Actions







Dr. Summerhayes stresses the importance of both governmental and individual actions in addressing climate change. He discusses various strategies, such as insulating homes, using renewable energy sources, and promoting the planting of trees and hedgerows. He encourages viewers to engage in advocacy and education to promote sustainability.







Positive Perspectives







Dr. Summerhayes concludes with a message of cautious optimism. He references influential thinkers like David Attenborough, Mark Carney, and Bill Gates,

Today, we're thrilled to have Carole Peters-King, a multifaceted professional whose career spans journalism, documentary filmmaking, sailor society and global communications. Here’s a snapshot of what we covered:.







From Journalism to Global CommunicationsCarole started her career in journalism, first at the Leicester Mercury, then moved to radio and television, quickly rising to a producer and director role. She later transitioned into a surprising yet fulfilling role as a Church of England priest, while still engaging in communications and journalism.







Advocating for Sailors’ SafetyAs the Global Communications Director for the Sailor Society, Carole highlighted the critical support her organization provides to sailors navigating dangerous waters, particularly through the Red Sea. The society, established in 1818, offers 24-hour support, crisis response, and welfare training to improve sailors' mental and physical health.







Frontline Journalism and Documentary MakingCarole shared captivating stories from her days as a war reporter and documentary filmmaker. Her work includes investigative pieces on consumer issues and in-depth documentaries on serial killers and spies, shedding light on dark and complex subjects.







A Vicar with a Vicar of Dibley TwistEmbodying a blend of Bridget Jones and the beloved Vicar of Dibley, Carole brings humor and depth to her role as a priest. She recounted a particularly memorable moment delivering last rites dressed as the angel Gabriel, showcasing her unique approach to her spiritual duties.







Final Thoughts and InspirationsCarole’s advice to viewers emphasizes the importance of enjoying life while striving to make a positive impact on the world and maintaining integrity in every action.







Join us again on Monday Night Live for more engaging conversations and insightful stories. Don’t forget to like, subscribe, and comment below with your thoughts and questions for Carole!









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Telephone Skills by the Telephone Assassin.







On this week's edition of Monday Night Live, Derek Arden hosts Anthony Stears, also known as the "Telephone Assassin," in a compelling interview that sheds light on Stears' innovative approaches to maximising phone usage in call centres telephone skills and professional environments.







Anthony Stears, who shares a humble beginning with Derek, including entrepreneurial ventures from a young age, details his evolution from an ambitious car washer to a real estate agent, and finally to a master of telephone sales and professional speaking. With a knack for conversation, Anthony branded himself as the "Telephone Assassin," a title reflecting his prowess in navigating and revolutionizing telephone communications for business success.







Throughout the interview, Stears shares anecdotes and insights from his career journey. Initially challenged by his youthful appearance, he learned to establish credibility before face-to-face meetings through strategic pre-meeting phone calls. This approach not only warmed up his clients but also set the stage for more effective in-person interactions.







As the conversation progresses, Anthony delves into his strategies for building effective conversational tactics and eliminating ineffective business practices, which he refers to as "Bull." He emphasizes the importance of fostering a belief in one's abilities and services, a philosophy that has guided his professional trajectory.







Anthony recounts pivotal moments that shaped his career, like the experience of being underestimated due to his age during a property valuation, which taught him the importance of proving his worth before being seen. This incident led him to leverage the power of telephone conversations to build rapport and set the groundwork for successful business interactions.







He also touches on the business lessons learned from running a telemarketing company, where he transitioned from direct sales to offering workshops, thus broadening his impact and income. These workshops were so successful that they prompted him to further engage in professional speaking, eventually leading him to become an influential figure in the sales and speaking circuits.







Stears candidly discusses the challenges and misconceptions about phone-based communication, noting that despite technological advances, the fundamental principles of effective salesmanship and customer service remain rooted in personal, direct interactions.







In closing, Anthony highlights the ongoing relevance of telephone skills in the digital age, where so many are hesitant to engage in direct dialogue, stressing that mastering these skills can significantly enhance business outcomes.







This episode of Monday Night Live not only explores Anthony Stears' unique approach to sales and professional speaking but also serves as an inspirational guide for leveraging traditional tools in innovative ways to achieve business success.