LevelUp Leadership | Executive Coaching, AI and Management

LevelUp Leadership

Navigating the complexities of modern leadership in large organisations. An award winning podcast (2026 AVA Digital Media Awards). Join Author and Leadership Coach Lee Whitmore for actionable strategies on leading change, implementing AI, and managing team dynamics. ​Whether you are rewiring workflows or managing burnout, LevelUp provides the toolkit for senior leaders to drive performance without losing their balance.

  1. Empathic Leadership: Designing Support by Anticipation

    4D AGO

    Empathic Leadership: Designing Support by Anticipation

    Learn how to design your leadership with empathy and foresight, transforming small frustrations into seamless experiences. Explore how leaders can anticipate their team's challenges, remove hidden friction, and build trust through thoughtful, context-aware support. This episode breaks down three core principles of intentional leadership: contextual empathy, frictionless support, and implicit trust. Discover how to ‘install the torch’ in your organisation—creating systems, habits, and tools that make performance flow naturally rather than through struggle. Leadership by design is not about perfection; it's about presence, observation, and continuous refinement. CHAPTERS00:00:00: The torch button and user empathy00:01:10: From reactive to proactive leadership00:02:05: Contextual empathy in action00:02:45: Removing friction and barriers00:03:25: Building implicit trust through anticipation00:04:00: Spotting dark corners in your organisation00:04:50: Coaching through design thinking00:05:20: Closing thoughts and call to action RESOURCES MENTIONED Enhanced Leadership: Lee’s book on proactive, human-centred leadership. https://mybook.to/EnhancedLeadership LevelUpLeadership.uk: Hub for articles, strategies, and previous episodes. KEY TAKEAWAYS FOR LEADERS Anticipate needs before they become requests. Design processes that remove friction, not add it. Build trust by showing attentive awareness. Audit your team's daily experience for hidden inefficiencies. Take small design actions that create lasting impact. KEY TAKEAWAYS FOR COACHES Use simple, accessible frameworks that reduce mental load. Spot predictable barriers early and help clients prepare. Translate empathy into design choices that make change easier. Focus on practical awareness, not abstract theory. Encourage clients to ‘install their own torch’ for growth. Thank you for watching/ listening. Follow LevelUp! https://www.levelupleadership.uk/ Music, jingles, and images - attribution. Podcast Background Track: https://pixabay.com/users/poorartistt-45918667/ Guitar Jingle: https://pixabay.com/music/introoutro-guitar-intro-ident-151972/ Swoosh Sound Effect: https://pixabay.com/users/universfield-28281460/ Images: https://gemini.google/overview/image-generation/ & https://www.perplexity.ai/ Disclaimer. LevelUp and the podcast host do not endorse, verify, or take responsibility for any products, services, views, or claims presented by guests during podcast episodes. Any opinions or statements made by podcast guests are their own and do not necessarily reflect the views or  positions of LevelUp or its representatives. © 2026 LevelUp. This episode is licensed under Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International.  To view a copy of this license, visit https://creativecommons.org/licenses/by-nc-nd/4.0/

    6 min
  2. Cognitive Illusions: Leadership Lessons from a Magician

    FEB 14

    Cognitive Illusions: Leadership Lessons from a Magician

    Learn how to capture attention and improve focus using the psychology of magic, communication, and neuroscience. This episode explores how high-performing leaders can use curiosity, surprise, and structure to make messages stick. From managing team attention to avoiding false productivity habits, discover practical ways to ‘light up the brain’ and build lasting engagement. Alex Moffat joins the conversation. A multi award-winning magician turned keynote speaker and NeuroLeadership facilitator, he reveals what illusion can teach us about bias, adaptability, and human connection in times of change. CHAPTERS: 00:00:00: Why magic makes leadership memorable 00:06:00: The neuroscience of surprise and retention 00:12:00: Capturing attention: novelty and reward 00:19:00: Parkinson’s Law and productivity hacks 00:24:00: Why multitasking lowers your IQ 00:29:00: Breaking the cycle of back-to-back meetings 00:30:00: The ‘Wisdom of Crowds’ experiment 00:37:00: Leadership lessons from life experience RESOURCES MENTIONED: https://alexmoffat.au/ Alex Moffat's website including speaking topics and cognitive illusion work. The "Magic of Parkinson’s Law" clip (on LinkedIn): https://www.linkedin.com/posts/alex-moffat_leadershiptips-storyteller-magician-activity-6823785667651362816-piEY Enhanced Leadership by Lee Whitmore: Practical guide to leading through disruption and AI transformation. - https://mybook.to/EnhancedLeadership Wisdom of Crowds by James Surowiecki: Book exploring how group insight can outperform individual judgment. NeuroLeadership Institute: Research and training organisation on brain-based leadership. KEY TAKEAWAYS FOR LEADERS: Build engagement through novelty and reward, not repetition.Protect focus by limiting switching time and single-tasking with intent. Apply Parkinson’s Law: smaller, tighter deadlines drive sharper outcomes. Turn meetings into moments worth remembering—craft an experience, not an agenda. Think about how your message is remembered and retold later. KEY TAKEAWAYS FOR COACHES: Explore clients’ storytelling and communication habits as attention tools. Use metaphor or surprise to shift thinking and unlock insights. Teach leaders how emotional engagement supports retention and change. Reframe productivity with cognitive science rather than time pressure.Apply the 'wisdom of the crowd' to co-create realistic performance expectations.Thank you for watching/ listening.Follow LevelUp!https://www.levelupleadership.uk/Music, jingles, and images - attribution.Podcast Background Track: https://pixabay.com/users/poorartistt-45918667/Guitar Jingle: https://pixabay.com/music/introoutro-guitar-intro-ident-151972/Swoosh Sound Effect: https://pixabay.com/users/universfield-28281460/Images: https://gemini.google/overview/image-generation/ & https://www.perplexity.ai/Disclaimer.LevelUp and the podcast host do not endorse, verify, or take responsibility for any products, services, views, or claims presented by guests during podcast episodes. Any opinions or statements made by podcast guests are their own and do not necessarily reflect the views or positions of LevelUp or its representatives.© 2026 LevelUp.This episode is licensed under Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International. To view a copy of this license, visit https://creativecommons.org/licenses/by-nc-nd/4.0/

    35 min
  3. Leadership Transformation: From Process Owner to AI Leader

    FEB 7

    Leadership Transformation: From Process Owner to AI Leader

    Learn how to turn process ownership into AI fluency and make your leadership bionic. This episode builds on the conversation with Gabriel Milland and the McKinsey report on domain leaders: the missing link between AI strategy and real business value. Find out how the ‘three Cs’ of clarity, capabilities, and capture work as a practical framework for leaders navigating AI transformation. You’ll hear how to audit your calendar, redesign decisions, and create measurable value without losing sight of what makes leadership human. CHAPTERS: 00:00:00: From McKinsey report to leadership reality 00:01:00: The new role of domain leaders 00:02:30: Why credibility now means AI fluency 00:03:30: The Three Cs framework explained 00:05:00: How clarity stops tech theatre 00:06:00: Building capability as a bionic leader 00:07:00: Capturing real business value 00:08:00: Three micro-shifts to start next week RESOURCES MENTIONED: McKinsey Report: 'The State of AI in 2025' – discussed insights on domain leadership and transformation .https://www.mckinsey.com/capabilities/tech-and-ai/our-insights/building-the-ai-muscle-of-your-business-leaders Enhanced Leadership (Book): Practical guide to becoming a bionic leader. https://mybook.to/EnhancedLeadership Episode with Gabriel Milland: Listen back for the full context on AI readiness. https://www.levelupleadership.uk/p/master-ai-value KEY TAKEAWAYS FOR LEADERS: Audit recurring tasks to identify AI opportunities. Learn enough tech fluency to lead credibly. Apply the ‘Three Cs’ before launching any AI initiative. Pair with technical colleagues to spot value capture points. Track results in cost, speed, or customer experience terms. KEY TAKEAWAYS FOR COACHES: Spot when leaders confuse AI familiarity with capability. Use the Three Cs to structure reflective coaching questions. Challenge clients to measure, not assume, value capture. Reinforce leadership ownership over AI outcomes, not tools. Thank you for watching/ listening. Follow LevelUp! https://www.levelupleadership.uk/ Music, jingles, and images - attribution. Podcast Background Track: https://pixabay.com/users/poorartistt-45918667/ Guitar Jingle: https://pixabay.com/music/introoutro-guitar-intro-ident-151972/ Swoosh Sound Effect: https://pixabay.com/users/universfield-28281460/ Images: https://gemini.google/overview/image-generation/ & https://www.perplexity.ai/ Disclaimer. LevelUp and the podcast host do not endorse, verify, or take responsibility for any products, services, views, or claims presented by guests during podcast episodes. Any opinions or statements made by podcast guests are their own and do not necessarily reflect the views or  positions of LevelUp or its representatives. © 2026 LevelUp. This episode is licensed under Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International.  To view a copy of this license, visit https://creativecommons.org/licenses/by-nc-nd/4.0/

    7 min
  4. AI Transformation: Digital Fluency Skills

    JAN 31

    AI Transformation: Digital Fluency Skills

    Learn how to lead successful AI transformations by building digital fluency and focusing on measurable business value. Many organisations rush to deploy AI tools without a clear understanding of the intended outcomes or the necessary leadership skills. Gabriel Millien argues that successful implementation requires a shift from technical oversight to value creation through human-centred design. This involves balancing domain expertise with enough technical knowledge to ask the right questions and remove operational friction. True leadership in the AI era is about preparing the organisational culture to sustain these tools rather than simply chasing the latest technology. 00:00:00: Introduction to Gabriel Millien and his work. 00:01:45: Digital fluency for domain leaders. 00:05:10: The Three Cs framework: Clarity, Capabilities, and Capture. 00:12:30: Shifting from deployment to outcome-based success. 00:15:35: Case study: Building credibility through internal internships. 00:22:15: Upskilling strategy: Learning to ask the right questions. 00:26:00: Ethics, guardrails, and navigating internal data privacy. 00:30:15: Human-centred AI: Augmentation versus elimination. 00:34:20: Preparing the organisation for 2026 AI execution. 00:39:00: Leadership lessons on hierarchy and insight. RESOURCES MENTIONED Enhanced Leadership: Amplifying human skills in a digital world.(out of Feb 3rd) - https://mybook.to/EnhancedLeadership McKinsey Report: A research paper discussing the role of digital fluency in executive leadership. Three Cs Framework: Gabriel’s methodology for aligning AI initiatives with business goals. KEY TAKEAWAYS FOR LEADERS Prioritise business clarity before selecting specific AI tools to avoid misalignment. Focus on 'human augmentation' rather than 'human elimination' to reduce employee anxiety. Develop digital fluency by learning enough about technology to ask critical questions of technical teams. Shift performance metrics from deployment percentages to tangible value capture and friction removal. Build clear ethical guardrails to allow teams to experiment safely within defined boundaries. KEY TAKEAWAYS FOR COACHES Help leaders identify where hierarchy may be silencing insights about process friction. Support executives in developing 'learning agility' as a core competency for emerging technology. Guide clients to diagnose if their organisation is healthy enough to sustain new technological systems. Challenge leaders to model vulnerability by 'learning in public' to build team psychological safety. GUEST BIOGRAPHY Gabriel Millien is a consultant who helps organisations extract value from technology investments. He specialises in changing decision-making processes, workflows, and operations to ensure technical deployments result in tangible business results. Gabriel is a vocal advocate for human-centred AI, focusing on how technology can improve lives and society alongside business performance. https://www.linkedin.com/in/gabriel-millien/ Thank you for watching/ listening. Follow LevelUp! https://www.levelupleadership.uk/ Music, jingles, and images - attribution. Podcast Background Track: https://pixabay.com/users/poorartistt-45918667/ Guitar Jingle: https://pixabay.com/music/introoutro-guitar-intro-ident-151972/ Swoosh Sound Effect: https://pixabay.com/users/universfield-28281460/ Images: https://gemini.google/overview/image-generation/ & https://www.perplexity.ai/ Disclaimer. LevelUp and the podcast host do not endorse, verify, or take responsibility for any products, services, views, or claims presented by guests during podcast episodes. Any opinions or statements made by podcast guests are their own and do not necessarily reflect the views or  positions of LevelUp or its representatives. © 2026 LevelUp. This episode is licensed under Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International.  To view a copy of this license, visit https://creativecommons.org/licenses/by-nc-nd/4.0/

    40 min
  5. The Busy Trap: Moving from meeting culture to real impact

    JAN 24

    The Busy Trap: Moving from meeting culture to real impact

    Learn how to break the cycle of back-to-back virtual meetings and shift your team’s focus from visible activity to genuine impact. In this episode, Lee Whitmore explores the rise of 'productivity paranoia' and the scientific evidence that proves constant collaboration is actually draining our focus. We discuss how to identify 'theatre of busy work', the danger of decision-by-committee, and practical ways to reclaim your calendar while empowering your team to act autonomously. CHAPTERS 00:00:00: Introduction: Why a full calendar does not equal a productive day.00:01:10: Productivity Paranoia: Bridging the confidence gap between leaders and teams.00:02:15: The Brain Science: Why back-to-back meetings cause cognitive stress.00:02:55: Unintended Consequences: How hyper-collaboration stifles accountability.00:04:10: Setting the Standard: Challenging the culture of 'socialising' decisions.00:04:50: Coaching Tip 1: Ruthless prioritisation and the power to decline.00:05:40: Coaching Tip 2: Auditing team calendars to clear out the 'rubbish'.00:06:20: Coaching Tip 3: Empowering decisive action through delegation.00:06:50: Coaching Tip 4: Redefining collaboration beyond the 60-minute block. RESOURCES MENTIONED Microsoft Work Trend Index: Research on 'Productivity Paranoia'. Microsoft WorkLab: Brain scanning study on virtual meeting fatigue. LevelUp Leadership Hub: levelupleadership.uk KEY TAKEAWAYS FOR LEADERS Audit, Don't Shuffle: Look at your direct reports' calendars. Instead of finding gaps to fit more in, do the hard work of leadership by identifying what is non-essential and helping them clear it out. Stop the Ripple Effect: Every time you accept a meeting with no agenda or reply-all unnecessarily, you are endorsing a standard of busy work. Lead by example and protect your team's focus. Delegate the Decisive: Find one decision this week you would normally make and give a trusted team member full autonomy to handle it. Tell them: 'I trust your judgment, just get it done.' KEY TAKEAWAYS FOR COACHES Identify Committee Drift: Help leaders recognise when they are using meetings to dilute responsibility. Focus them on identifying the single person accountable for any given outcome. Combat the Theatre of Busy: Work with coachees to separate performance from progress. Use the brain science data to help them understand that short breaks between tasks are a requirement for high-level focus, not a luxury. Refining Communication: Coach teams to break the link between 'collaboration' and the '60-minute meeting'. Encourage alternative tools like shared documents or five-minute direct calls to maintain momentum. Thank you for watching/ listening. Follow LevelUp! https://www.levelupleadership.uk/ Music, jingles, and images - attribution. Podcast Background Track: https://pixabay.com/users/poorartistt-45918667/ Guitar Jingle: https://pixabay.com/music/introoutro-guitar-intro-ident-151972/ Swoosh Sound Effect: https://pixabay.com/users/universfield-28281460/ Images: https://gemini.google/overview/image-generation/ & https://www.perplexity.ai/ Background: https://pixabay.com/users/tommyvideo-3092371/ © 2026 LevelUp. This episode is licensed under Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International.  To view a copy of this license, visit https://creativecommons.org/licenses/by-nc-nd/4.0/

    8 min
  6. Capsule Decisions: One choice that makes a thousand easier

    JAN 17

    Capsule Decisions: One choice that makes a thousand easier

    Learn how to reclaim your mental bandwidth and transform your team's culture by mastering 'Capsule Decisions'. In this solo episode, Lee Whitmore introduces a powerful framework for identifying the small, high-leverage choices that pack your leadership philosophy into a single action. We explore how automating the trivial—inspired by leaders like Barack Obama—can save your willpower for the monumental, and how specific 'capsule' moves like outcome-based reporting or radical transparency can replace complex policies with clear, lived values. CHAPTERS 00:00:00: Introduction: Why leading shouldn't always feel complex.00:00:54: What is a Capsule Decision? Value, precedent, and consequences.00:02:15: Capsule thinking in everyday life: From banking to sleep habits.00:04:10: Lessons from the White House: Why Obama wore the same suit.00:05:15: Why these decisions empower your people and blast through bureaucracy.00:06:25: Real-world examples: Four-day work weeks, radical transparency, and rejecting toxic clients.00:09:15: Timing and strategy: When to pull the lever.00:09:40: Challenge: Finding your one small lever this week. RESOURCES MENTIONED LevelUp Leadership Hub: levelupleadership.uk Solo Episode: 'Act Like You Own It'. Available in the archives. Upcoming Book: 'Enhanced Leadership' by Lee Whitmore. Releasing February 2026. KEY TAKEAWAYS FOR LEADERS The Small Hinge: Focus on the 'hinges that swing big doors'. A capsule decision is a single move—like banning after-hours emails—that sets a new normal and avoids the need for a hundred future admin tasks. Protect Your Bandwidth: Recognise that willpower is a battery. Automate trivial routines to save your energy for the monumental strategic challenges that truly move the needle. Show, Don't Tell: If company values are just words on a wall, a capsule decision makes them real. A gutsy, visible action tells your team what matters far more effectively than any PowerPoint slide. KEY TAKEAWAYS FOR COACHES Identify Keystone Habits: Help coachees find the one choice that triggers a cascade of positive shifts. If they want a recognition culture, encourage the 'capsule' habit of starting every meeting with 'what went right?'. Reduce Decision Fatigue: Work with clients to identify which 'trivial' parts of their day can be standardised or automated to free up space for creative and responsive leadership. Navigate Complexity: When an organisation is stuck in bureaucracy, use the 'capsule' principle to help leaders find a simple, powerful rule that replaces the need for a convoluted policy Thank you for watching/ listening. Follow LevelUp! https://www.levelupleadership.uk/ Music, jingles, and images - attribution. Podcast Background Track: https://pixabay.com/users/poorartistt-45918667/ Guitar Jingle: https://pixabay.com/music/introoutro-guitar-intro-ident-151972/ Swoosh Sound Effect: https://pixabay.com/users/universfield-28281460/ Images: https://gemini.google/overview/image-generation/ & https://www.perplexity.ai/ © 2025 LevelUp. This episode is licensed under Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International.  To view a copy of this license, visit https://creativecommons.org/licenses/by-nc-nd/4.0/

    10 min
  7. Leadership Growth: Why early corrections prevent future crises

    JAN 10

    Leadership Growth: Why early corrections prevent future crises

    Learn how to shape the long term trajectory of your team by mastering the art of early, gentle corrections. In this episode, Lee explores the classic wisdom of Alexander Pope and the modern maritime analogies of David Marquet to explain why leadership is a daily practice of 'bending the twig' rather than a series of rescue missions. We discuss how to move away from reactive firefighting and towards a gardening mindset that focuses on onboarding, culture building, and psychological safety. CHAPTERS 00:00:00: Introduction to the 'Bending the Twig' philosophy.00:01:20: Why subtle formative influences matter in management.00:02:45: The submarine analogy: A little rudder far from the rocks.00:04:10: Onboarding: The critical sapling stage for new hires.00:05:40: Lessons from David Marquet: Autonomy and micro-corrections.00:07:05: Rituals and process design: Shaping team culture.00:08:45: The autopilot mindset: Establishing daily feedback loops.00:10:00: Gardener vs Firefighter: Which leader are you? RESOURCES MENTIONED Alexander Pope: 'Moral Essays' (The inspiration for the episode title). David Marquet: 'Turn the Ship Around!' (The source of the submarine and rudder analogies). LevelUp Leadership Hub: levelupleadership.uk KEY TAKEAWAYS FOR LEADERS Act early: Small, mindful actions today avoid expensive and traumatic corrections tomorrow. A redirect during onboarding is far more efficient than trying to shift an ingrained habit three years later. The Rudder Principle: Use 'a little rudder far from the rocks' by making micro-adjustments in meeting cadences, project expectations, and communication styles before problems become entrenched. Gardener vs Firefighter: Transition from a leader who only appears during a crisis to one who provides patient, observant, and invested daily care. KEY TAKEAWAYS FOR COACHES Address the roots: When working with dysfunctional teams, help the leader identify the 'old bends' and haphazard formative influences that created current bottlenecks. Autopilot feedback: Guide coachees to embed feedback into the daily rhythm of their teams. This creates an environment where small veers are corrected invisibly and continuously. Psychological safety for growth: Support leaders in building a culture where team members feel safe enough to voice concerns when they are minor, ensuring the 'sapling' grows straight. Thank you for watching/ listening. Follow LevelUp! https://www.levelupleadership.uk/ Music, jingles, and images - attribution. Podcast Background Track: https://pixabay.com/users/poorartistt-45918667/ Guitar Jingle: https://pixabay.com/music/introoutro-guitar-intro-ident-151972/ Swoosh Sound Effect: https://pixabay.com/users/universfield-28281460/ Images: https://gemini.google/overview/image-generation/ & https://www.perplexity.ai/ © 2025 LevelUp. This episode is licensed under Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International.  To view a copy of this license, visit https://creativecommons.org/licenses/by-nc-nd/4.0/

    12 min
  8. Mastering the Essentials: 5 core skills for modern leadership

    JAN 3

    Mastering the Essentials: 5 core skills for modern leadership

    Learn how to cut through management cliches and lead with genuine authority by mastering five practical skills. This episode explores the habits that drive high performance: radical ownership, earned trust, rapid adaptation, flexible prioritisation, and storytelling. Lee explains how these core principles help you build stable leadership frameworks and navigate unpredictable environments with clarity. CHAPTERS 00:00:00: Introduction: Why modern leadership advice often misses the mark.00:00:36: Skill 1: Ownership and taking responsibility for outcomes.00:01:14: Skill 2: Earning trust through accountability and example.00:01:58: Skill 3: Admitting uncertainty and adapting at pace.00:02:40: Skill 4: Balancing clear priorities with necessary flexibility.00:03:06: Skill 5: The impact of storytelling on human connection.00:04:36: Building frameworks: Creating an authentic leadership culture.00:05:58: Reflection: Aligning leadership advice with your reality. RESOURCES MENTIONED LevelUp Leadership Hub: levelupleadership.uk Solo Episode: 'Act Like You Own It'. Available in the archives. Upcoming Book: 'Enhanced Leadership' by Lee Whitmore. Releasing February 2026. KEY TAKEAWAYS FOR LEADERS Own the result: When projects stall, effective leaders step forward to own the outcome. This transparency builds credibility and shifts the focus from excuses to solutions. Stability in change: Use leadership frameworks like a centreboard on a sailboat. They provide the balance needed to stay on course even when external pressures push you toward reactive firefighting. Agile priorities: Set clear goals but maintain the judgment to shift them when the situation demands it. Rigidity in a changing world often costs momentum. KEY TAKEAWAYS FOR COACHES Humanise the role: Encourage coachees to use personal stories of failure and success. These moments build stronger connections than lists of facts or data. Contextual frameworks: Help organisations build leadership models based on the specific habits that drive growth in their unique culture, rather than using off the shelf templates. Structured reflection: Use the five core habits: ownership, accountability, adaptation, clarity, and connection: as a checklist for client self-assessment and growth. Thank you for watching/ listening. Follow LevelUp! https://www.levelupleadership.uk/ Music, jingles, and images - attribution. Podcast Background Track: https://pixabay.com/users/poorartistt-45918667/ Guitar Jingle: https://pixabay.com/music/introoutro-guitar-intro-ident-151972/ Swoosh Sound Effect: https://pixabay.com/users/universfield-28281460/ Images: https://gemini.google/overview/image-generation/ & https://www.perplexity.ai/ Background: https://pixabay.com/users/tommyvideo-3092371/ © 2025 LevelUp. This episode is licensed under Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International.  To view a copy of this license, visit https://creativecommons.org/licenses/by-nc-nd/4.0/

    7 min

About

Navigating the complexities of modern leadership in large organisations. An award winning podcast (2026 AVA Digital Media Awards). Join Author and Leadership Coach Lee Whitmore for actionable strategies on leading change, implementing AI, and managing team dynamics. ​Whether you are rewiring workflows or managing burnout, LevelUp provides the toolkit for senior leaders to drive performance without losing their balance.