Shows
The Safety GuruYear in Review: The 2024 Highlights on The Safety Guru with Eric MichrowskiAs we wrap up another impactful year, we’re reflecting on an incredible journey filled with powerful insights from global experts, transformative ideas from thought leaders, and voices committed to meaningful change—all dedicated to making a difference. Take a moment to reminisce with your host, Eric Michrowski, as he highlights the podcast’s most inspirational moments and top themes of 2024, celebrating the lessons learned that shaped this podcast season. Here’s to a wonderful time of joy, a year of growth ahead, and making every day safer for everyone! Learn more about your ad choices...2024-12-1215 min
The Safety GuruYear In Review: The 2023 Highlights on The Safety Guru with Eric MichrowskiAs we wind down the year, our hearts are filled with gratitude for our special guests who've enriched our show with their expertise and insights. This year, we welcomed many inspiring voices from around the world, including renowned academics, safety motivational speakers, and top industry leaders. Dive in with your host, Eric Michrowski, as he highlights our podcast's most impactful insights and top themes of 2023. To our listeners, thank you for joining us on this journey. Your engagement and support have been instrumental in making this year's series so meaningful. Don't miss this time of reflection!2023-12-1414 min
The Safety GuruLevelling Up Safety by Embracing Total Wellness at Denver Fire Department with Manuel Almaguer"At that time, we had focused so much on line of duty deaths, but what we did not know is that suicides were starting to outpace line of duty deaths in the fire service." Manuel Almaguer remembers back to 2013 when the Denver Fire Department began to roll out training with an intentional focus on discussing stressors, risk factors, and ways to take care of themselves and each other in public safety. Tune in as Manuel discusses steps the Denver Fire Department has implemented through the years to beat the stigma, build trust through vulnerability, and prioritize peer support to...2023-01-1230 min
The Safety GuruHoliday Special Episode: The Top 8 themes and ideas from 2022As we near the end of 2022, we would like to take a moment to thank all of our special guests for sharing their expertise with us. We are grateful to have had many outstanding guests from academia to executives, safety experts, and motivational speakers from around the globe join the show this year. Tune in to this week's episode as our host Eric Michrowski reflects on the top 8 themes and ideas from 2022. Learn more about your ad choices. Visit megaphone.fm/adchoices2022-12-1510 min
The Safety GuruThe Ripple Effect of Serious Injuries and Steps to Prevent Them with Brad Livingston and Kayla RathIn honor of Family Month, we are delighted to have Brad Livingston and Kayla Rath join the podcast to share their powerful and heartfelt story. Brad had been working at a natural gas pipeline company when he experienced a potentially life-ending incident at work. Kayla remembers vividly the day her mom's best friend came to pick her up from elementary school after the incident had occurred. Brad unpacks what could have been done differently that day to prevent the incident from happening, while Kayla recalls the inevitable ripple effect serious injuries in the workplace have on loved ones. Tune...2022-12-0144 min
The Safety GuruThe Lasting Legacy of Poor Safety Leadership & Culture with Louise Adamson"At the end of the day, whatever you're working on is never as important as your family back at home." This Thanksgiving season, we are grateful to have Louise Adamson join the podcast as she recalls the events that led to the loss of her brother in a fatal workplace incident in 2005. Louise accentuates the critical need for safety leaders to possess greater care for their team members than the work product and expresses the life-altering ripple effect that serious injuries and fatalities have on loved ones.About the Guest:Louise Adamson spent 13 years working...2022-11-1722 min
The Safety GuruScoring a Touchdown with Safety Culture with Dr. Josh Williams“Improving safety culture is vital to long-term performance excellence.” We are very excited to have Dr. Josh Williams join us on the podcast this week to dive into how to bolster safety culture as he shares his insights into the five core competencies of safety leadership. Forward thinking leaders must continually consider ways to enhance safety culture. Explore ways to improve the effectiveness of your safe culture by visiting https://www.ratemysafetyculture.com/ to complete the safety culture self-assessment uniquely created by Dr. Josh.About the Guest:Dr. Josh Williams is a partner at Propulo Cons...2022-11-0329 min
The Safety GuruImplementing Effective Stretching Programs to Reduce Injuries with Patte AckermannPatte Ackerman joins us on the podcast this week to discuss the many benefits of implementing effective stretching programs in the workplace. Tune in as she shares the life-changing effects just seven minutes of stretching can produce and the need for safety leaders to embrace and champion stretching at work. After all, studies have shown that stretching improves coordination and balance, increases blood flow, and makes us happier!About the Guest:Patte Ackermann is an Industrial Physical Therapist with SSM Health Physical Therapy in St. Louis, MO. For over 25 years she has dedicated herself professionally...2022-10-2024 min
The Safety GuruStrategies to Prevent Heat Stress with Cam Mackey and Dan GlucksmanIn this episode, we have a very important conversation with Cam Mackey and Dan Glucksman about the reality and risk of heat stress. Unfortunately, the danger of extreme heat increases each year due to continuing effects of climate change. According to OSHA, workers suffer over 3,500 injuries and illnesses related to heat each year. Tune in to learn how organizations can implement effective strategies to prevent heat stress or illness from happening to their team members.About the Guest:The voice of credibility for the safety equipment industry, ISEA is the association for safety equipment and...2022-10-0622 min
The Safety GuruEmployee Input & Involvement: The Secret Sauce to Drive Safety Culture with Ron Gantt"How can people own a safety program if we don't let them own it and create it?" In this episode, we have an engaging conversation with Ron Gantt about the secret sauce of involving employees in safety discussions at an organizational level. Safety leaders must be intentional about seeking employee input but also identifying processes that encourage or inadvertently discourage necessary safety collaboration across the organization. Tune in to learn how to involve employees on a daily basis not just a project basis. Everyone's voice matters when it comes to safety.About the Guest:Ron...2022-09-2237 min
The Safety GuruSuicide Prevention: A Call to Action for Safety Leaders with Dr. Sally Spencer-ThomasIn observance of World Suicide Prevention Day and National Suicide Prevention Week in the United States, we are privileged to have Dr. Sally Spencer-Thomas join the podcast. In this episode, Dr. Sally shares how the loss of her brother to suicide in 2004 left her with a calling to help prevent this from happening to others by engaging the workplace in crucial conversations about suicide prevention. Tune in to learn the depths of correlation between mental health and workplace safety and how organizations and leaders can help prevent and mitigate death by suicide. About the Guest: ...2022-09-0841 min
The Safety GuruSafety Participation and Worker Involvement: Driving Leaps in Performance with Ken WoodwardKen Woodward was involved in a chemical explosion at work that resulted in the loss of his eyesight, smell, and taste. Rather than talking just as a victim, he embraces what can be learned from the incident that cost him three of his senses. In this episode, Ken stresses the importance of all team members working together equally to target zero damage to people, equipment, products, and finances. There's not just one driver to workplace incidents; there's a build-up over time. Tune in to learn how to increase safety participation in the workplace!About the Guest:2022-08-2534 min
The Safety GuruUnderstanding the True Impact of SIFs on Families, Loved Ones and Leaders with Alyssa GrocuttAlyssa Grocutt was 11 years old when her father suffered a fatal workplace safety incident. Over time, this incident has given Alyssa the passion, purpose, and drive toward a meaningful career in bringing awareness to the topic of workplace safety and safety incidents. In this heartfelt episode, Alyssa shares the true impact workplace injuries and fatalities have on family members, friends, coworkers, and leaders. Tune in to listen to her story and learn how organizations and leaders can provide enduring support to secondary victims of workplace safety incidents.About the Guest:Alyssa Grocutt's passion for workplace...2022-08-1127 min
The Safety GuruExecutive Safety Coaching: The Key to Unlocking Safety Performance with Martin RoyalSeeking a bid idea to significantly level up safety leadership and performance as an Executive or Safety Leader? In this episode, Martin Royal introduces the power of Executive Safety Coaching and dives into its ROI - improved productivity, better teamwork, a safe space to process and reflect, and support for your internal and external goals. Interested in executive safety coaching? As part of Propulo Consulting's subscription-based executive membership, you will have the opportunity to gain access to the same expertise, insights, and research that many of the leading Fortune 500 organizations rely on to transform their safety cultures, in a...2022-07-2828 min
The Safety GuruDon’t Be Caught Off Guard: Active Shooter Incidents with Anthony CorwinAccording to the FBI, the number of active shooter incidents identified in 2021 represents a 52.5% increase from 2020 and a 96.8% increase from 2017 in the United States. Anthony Corwin, the Managing Director at Active Violence Emergency Response Training, walks us through how to appropriately respond in an active shooter incident in this episode. Tune in to learn how you can remain situationally aware of your surroundings and how psychological safety in the workplace can save lives.About the Guest:Anthony Corwin is the Executive General Manager for HSI, overseeing the Emergency Care business division. HSI’s Emergency Care bu...2022-07-1424 min
The Safety GuruThe Importance of Not Letting Complacency Set In with Alan Newey"We'll never realize the accidents we prevent, but we sure will know the ones we don't." In this episode, Alan Newey details the sequence of events that led to a devastating workplace incident in September of 1999. The plant where he had been employed for 15 years had placed production over safety, and the voice in his head knew he hadn't received the necessary training to do his job safely. Alan highlights the role that complacency and comfortability play in workplace incidents and the need to speak up to work together to send every team member home safely. About...2022-06-3034 min
The Safety GuruThe Role of Boards in Influencing Safety Outcomes with Julie Garland McLellan"It's the board's job to be interested in safety, but it's management's job to be interesting when they talk about safety." In this episode, Julie Garland McLellan shares excellent insights into how the board of directors can influence safety outcomes through intentionally observing where the work is performed day-to-day. To make certain everyone remains responsible for safety, leaders must get involved and show interest. Tune in as she emphasizes the importance of making safety real for the board by having authentic conversations that go beyond statistics in the boardroom.About the Guest:Julie Garland McLellan...2022-06-1630 min
The Safety GuruElevating the Strategic Impact of Safety at Executive Table with Dave UlrichIn this thought-provoking episode, we tap into the expertise of Dave Ulrich, one of the Top Management and Leadership Gurus who has been ranked as the #1 most influential person in HR. Gather key insights from his approaches that have helped elevate the role of HR into a more strategic function in leading organizations and grasp how Safety Executives can leverage similar approaches to increase influence in the C-Suite.About the Guest:Dave Ulrich is the Rensis Likert Professor at the Ross School of Business, University of Michigan and a partner at the RBL Group (http...2022-06-0235 min
The Safety GuruThe Importance of Team-based Safety Culture with Dan Plexman"Safety systems and procedures mean nothing if people don't implement them." In this episode, Dan Plexman shares how a culture of production in the workplace led to an incident that changed his life. Complacency often enters into the minds of team members when the focus is on completing tasks rather than completing tasks safely. This National Electrical Safety Month, Dan is emphasizing the importance of team-based safety culture. Tune in!About the Guest:For years, Dan Plexman worked successfully and safely as a driver, equipment operator and warehouseman in pipeline, oil sands and general construction...2022-05-1932 min
The Safety GuruMental Wellbeing: A Call to Action for Leaders with Michael WestonMichael Weston's moving message is sure to make you reflect on what's most important in life. He recounts his story of working in a demanding role in the mining industry that ultimately took its toll on his mental health. What started as a normal day in 2013 quickly turned into an unnerving experience for him and his family. Michael was preparing for his commute to work that morning and was found lying unconscious on the driveway several minutes later. Following his successful recovery, Michael has made it his mission to coach leaders and team members on the importance of prioritizing...2022-05-0539 min
The Safety GuruMaking Safety Communication Magical with John DrebingerTrue leaders understand companies that are safe are more profitable and more productive. John Drebinger, professional magician and safety speaker, shares his insights with large companies through genuine inspiration, fun magic, and educational safety messages. In this engaging episode, he emphasizes the importance of giving employees a personal reason behind safety. People often don’t buy into the safety vision of an organization without the why. Through honest, subtle communication and intentional actions, leaders can convey the importance of safety messaging in a way that prompts everyone to take personal ownership.About the GuestJohn Dr...2022-04-2152 min
The Safety GuruSafety Starts with Awareness. Awareness Starts with You with Bernie & Sheila InmanIn this episode, we have a heartfelt conversation with Bernie and his wife Sheila Inman as they recount the events that led to a tragic incident that left Bernie with burns on over 70% of his body and rendered a quadriplegic. They share their powerful message of “safety starts with awareness – awareness starts with you”, while Sheila shares her heartbreaking experience as a loved one confronted by her husband’s life-altering incident. Tune in to listen to their moving messages!About the GuestBernie Inman was 27 years old and working in the petroleum industry when he was criti...2022-04-0728 min
The Safety GuruLeadership Lessons from a CEO that Gets Safety with Brian FielkowBeing a CEO calls for making tough decisions and trade-offs every day. Great CEOs also focus on building safety excellence and understand how to balance safety, quality and productivity without allowing trade-offs. In this episode, we have a conversation with Brian Fielkow a CEO who was recently awarded the Distinguished Service to Safety Award from the National Safety Council. A “CEOs Who Get It!”About the GuestBrian Fielkow is currently CEO of Houston based Jetco Delivery and EVP of its parent company, The GTI Group. Brian has over 25 years of experience leading safety-sensitive industries. He fac...2022-03-2425 min
The Safety GuruStepping Up the Importance of Ladder Safety with Dylan SkelhornDylan Skelhorn recalls the unfortunate events that led to his fall from heights. He shares stories of leadership that did not demonstrate the commitment to safety and how it contributed to the choices that led to sustaining serious, life-altering injuries. Far from brushing off the importance of safety ownership, his story speaks to the importance of speaking up and increasing safety awareness and the role leaders have to drive a meaningful impact. Dylan shares great ideas around ladder safety as well as an innovative solution to reduce this critical risk in the workplace. Tune in to listen to Dylan’s...2022-03-1047 min
The Safety GuruCase Study: Engaging Front-Line Teams on Safety with Sheldon PrimusIt was when Sheldon Primus was hired to be plant manager that he looked at safety a little bit differently. Being in a position of leadership, he sought to connect with employees to draw the importance of safety through initiating incredible active leadership. Getting involved and showing up for his employees was his way of provoking safety standards and a thoughtful relationship between himself and employees. From his experience, he defines the role of a manager to promote a communication plan, be a resource for employees and be involved throughout the safety process of projects.About the...2022-02-2424 min
The Safety GuruDriving Safety Leadership through Small Steps and Goal Alignment with Dr. Kevin Kelloway“Safety leadership is a lot like the weather, everybody talks about it, nobody does anything about it,” says Dr. Kevin Kelloway. Kevin shares pragmatic and actionable ideas that can help every leader become a better safety leader. Based on his research, he encourages leaders to track and implement small daily improvements in 5 themes that all successful safety leaders demonstrate: Speaking about safety, Acting Safely, Focusing on Safety, Engaging others in Safety, and Recognizing safety. This must-listen episode will make your New Year's safety resolutions a breeze!About the GuestDr. E. Kevin Kelloway is th...2022-02-1031 min
The Safety GuruSafety is a CHOICE you make with James Wood"I made some wrong CHOICES and I’ve been in a wheelchair ever since.” Risk is the neglect of personal pressure on safety. Both management and employees need to make safety a daily priority and encouragement, one that should be stressed beyond production pressures or time constraints. There is a multitude of incidents just waiting to happen that we don't think could ever happen to us. But it is our decisions that make the difference between an incident and another day at work. James Wood shares his experience about the series of choices that led to his incident and the...2022-01-2724 min
The Safety GuruCommunicating your Safety Business Case with Dr. Georgi PopovCall it ‘lost in translation' when speaking to executives about safety improvements. More and more organizations recognize safety and prevention measures as an essential role that needs to be effectively communicated to upper-level management. Dr. Georgi Popov talks about safety prevention through design standards, business cases for change, and the next level of safety performance.About the Guest:Georgi Popov, Ph.D., CSP, QEP, SMS, ARM, CMC, FAIHA is the interim chair of Safety Sciences at the University of Central Missouri. He is co-author of Assessing and Managing Risk - An ERM Perspective; Risk Management To...2022-01-1345 min
The Safety GuruNew Year Special Episode - 4 Safety Megatrends for 2022 with Dr. Josh Williams, Martin Royal and Eduardo LanAs you prepare to ring in the new year, tune in to this special episode featuring safety experts Eric Michrowski, Martin Royal, Eduardo Lan, and Dr. Josh Williams from Propulo Consulting. They take the time to discuss important topics such as how to return to the workplace safely, learning organization, investment in safety coaching, and the evolution of Human and Organizational Performance. You are sure to gain beneficial insights as each expert highlights a specific safety megatrend to focus on in 2022. Happy New Year!About the guests:Dr. Josh Williams, Martin Royal and Eduardo Lan...2021-12-3038 min
The Safety GuruHoliday Special Episode - The Top 10 themes and ideas from 2021A year in review. The Safety Guru’s Top 10 themes and ideas from our 2021 season! Get caught up with the ideas that will help you leave a legacy in 2022! Happy Holidays!Special thanks to our 2021 season guests: Nick Marks, Michelle Brown, Donald G. James, Kina Hart, Tricia Kagerer, Curtis Weber, Brandon Williams, Candace Carnahan, Dr. Tim Ludwig, Alfred Ricci, Dr. Josh Williams, Dr. Mark Fleming, Gardner Tabon, Steve Spear, Spencer Beach, Eduardo Lan, Dr. Keita Franklin, Jason Anker, John Westhaver, Dr. Tim Marsh, Glen Cook (Cookie), Dr. Suzanne Kearns, Dr. Robert Sinclair and Russ & Laurel Youngstrom....2021-12-1620 min
The Safety GuruMoving Safety from the Head to the Heart with Russ and Laurel YoungstromA special episode in honor of December Family Month features an excellent conversation with Russ and his wife Laurel. Their message is a strong warning that one split-second decision can change many lives forever. Russ is a work-related paraplegic, and he touches on the dangers of an "it won't happen to me" attitude in the workplace. He reminds the listeners that accidents can happen to any of us, especially when carelessly ignoring safety precautions. Laurel discusses how one careless act has affected every aspect of their lives. Listen to a truly inspirational story about the importance of safety ownership...2021-12-0228 min
The Safety GuruLinking Safety Climate and Behaviors with Dr. Robert SinclairPositive safety climate has an impact on safety performance and safety outcomes. In this episode, Dr. Robert Sinclair, a Professor of Industrial/Organizational Psychology at Clemson University and Editor in Chief at Occupational Health Science, explains the link between safety climate and behavior and how to prioritize safety in the workplace with a reward system. He also touches on the importance of safety training and the critical role of supervisory and safety leadership. Learn how to increase employee engagement and improve safety performance!About the guest:Bob Sinclair is a Professor of Industrial/Organizational Psychology...2021-11-1827 min
The Safety GuruLessons from Aviation Safety: Human Factors with Dr. Suzanne KearnsTo err is human… but to learn and identify organizational ‘accidents waiting to happen’ is more critical than to lay blame. In this episode, we’re TAKING OFF with Dr. Suzanne Kearns, Associate Professor of Aviation at the University of Waterloo and Founding Director at the Waterloo Institute for Sustainable Aeronautics. Suzanne shares critical insights in Human Factors and Aviation Safety to help listeners explore how aviation has been able to make substantial improvements in safety and, more importantly, how it can help every organization improve safety performance.About the guest:Dr. Suzanne Kearns is an Associ...2021-11-0428 min
The Safety GuruPowerline Safety: Look up and Live with CookieOctober is ‘Safe Work’ month in Australia. We’re heading Down Under with special guest Cookie, an award-winning powerline safety expert from Queensland, Australia! In this episode, he illustrates the importance of powerline safety, the significance of ‘unintentional blindness’ and shares life saving tips in the event of a contact. Tune in to learn more about his innovative app ‘Look up and Live’ along with how your organization can proactively prepare for powerline risk.About the Guest:Glen Cook (Cookie), is an experienced and Passionate Powerline Safety Specialist based in Australia. Cookie is extremely passionate about raising p...2021-10-2134 min
The Safety GuruThe linkage between Safety and Mental Health & Fatigue with Dr. Tim MarshAs we approach World Mental Health Day, tune in to identify the linkages between mental health and safety outcomes! In this insightful episode, Dr.Tim Marsh, discusses how organizations can improve their safety performance by taking a more holistic approach that also keeps leaders in tune with fatigue, anxiety and depression that could be increasing at risk work. Approaches such as developing supervisor soft skills and emphasizing the importance of actively caring are important tools for organizations to consider.About the guest:Tim Marsh was one of the team leaders of the original UK research...2021-10-0727 min
The Safety GuruRoad Safety and Why it Matters with John WesthaverAbout a month before his high-school graduation 27 years ago, John Westhaver was involved in a devastating car accident that left him with varying degrees of burns covering 75% of his body. This experience jumpstarted his life as a motivational speaker and safety advocate, as he continues to emphasize the importance of minimizing dangerous distractions. In this thrilling episode, John discusses techniques to practice that will help individuals become more aware of understanding the possible risks in seemingly safe situations. The importance of leadership within safety culture is highlighted and John teaches the audience how to prioritize physical and psychological conditions...2021-09-2340 min
The Safety GuruMaking Safety part of your life with Jason AnkerIn this episode, Jason Anker discusses the work incident that paralyzed him from the waist down at just 24 years old. Mental health in the workplace is a popular topic of discussion these days, but it’s rarely linked to worker safety. How does mental health affect decision-making at work? What impact can a work accident have on your life and the lives of those around you? What can supervisors do to support workers? Anker tackles these tough questions and shares the inspiring journey of how he overcame the trauma from his life-altering incident.About the guest:...2021-09-0943 min
The Safety GuruSupporting the Mental Health of Your Workforce with Dr. Keita FranklinMental health is a safety issue, yet its importance in the workplace is often minimized. Dr. Keita Franklin is a leading expert in workplace mental health and suicide prevention. This week, she discusses the mental health challenges faced by workers everywhere, relating it to her experience working with active duty armed forces. Take a listen to learn about useful practices that people at all levels of an organization, from the CEO to front-line supervisors and workers, can use to shift organizational culture and lessen the stigma surrounding seeking help.About the guest:Dr. Keita Franklin...2021-08-2621 min
The Safety GuruThe power of change: Frontline Leadership & Supervision with Eduardo LanFront-line employees are more influenced by their supervisor than their CEO on a day-to-day basis, yet many supervisors are never provided with safety leadership training. In this episode, Eduardo Lan, partner at Propulo Consulting, discusses the importance of investing in your supervisors’ skills. Abilities like assigning work, asking questions, involving employees, and connecting with team members are often overlooked and dismissed, but they are the key to a safer, more productive workforce. It’s time to move beyond outdated “command and control” methods and ensure that all supervisors are taught how to lead effectively and respectfully to achieve the best res...2021-08-1232 min
The Safety GuruPutting Safety First: Listen to yourself with Spencer Beach18 years ago, Spencer Beach’s life changed forever when a workplace incident left him with severe burns on 90% of his body. Today, he is a safety motivational speaker who shares his story and wisdom to help prevent future incidents. In this engaging episode, Beach discusses the importance of listening to your gut feeling and speaking up. He also shares insightful ideas on how to develop a trusting relationship with employees and how to talk about safety in a way that motivates workers and increases safety awareness. Tune in to listen to Beach’s important message!About the gues...2021-07-2930 min
The Safety GuruExcellence in Safety & Operational Performance: Lessons from Alcoa, the US Navy and Toyota with Steve SpearIn this week’s episode geared towards leaders, founder of See to Solve, MIT senior lecturer and award-winning author Steven Spear shares his rich knowledge of safety success stories to help guide you towards tried and tested approaches to safety. Learn from real life examples, from Toyota’s commitment to “coaching the coach” and late Alcoa CEO Paul O’Neill’s revolutionary learning culture to the U.S. Navy’s smooth sailing operations thanks to a connected task force. What better way to improve your safety leadership and safety culture than to learn from the original trailblazers?About the gues...2021-07-1557 min
The Safety GuruMove your Safety Performance: A view from transportation with Gardner TabonSafety needs to be a constant consideration in every job, especially in the transportation industry. This week’s guest is Gardner Tabon, EVP and Chief Safety Officer for Capital Metro. He shares valuable insights on incorporating safety into the day-to-day of all workers – not just those working in the safety team. Take a listen to learn how to be a safety “solutionist” and engage, inform and educate your employees in all things safety.About the GuestGardner Tabon, Capital Metro’s Executive Vice President and Chief Safety Officer has served the industry he has come to love, g...2021-07-0124 min
Science of CXThe Balance Between Human-Interaction, Epic Cultures and Digitization in CX with Eric MichrowskiEvery once in a while, we stop and think to ourselves, "how much is enough"? I am talking about, how to balance Human-Interactions, Epic Cultures and Digitization. Most companies today have embarked on a journey of Digital Transformation and are trying to digitize as much of their world as they can, but how do you step back and really take a look at "The Balance" of these things? Eric Michrowski, CEO of Propulo Consulting stops by the ScienceOfCX Studios and we tackle just this issue.
Once you listen to this episode, you will understand the delicate balance...2021-06-2234 min
The Safety GuruLeadership Commitment: Sending the Right Signals with Dr. Mark FlemingAbout the guest:Dr. Fleming is a Professor in the department of psychology at Saint Mary’s University in Halifax Nova Scotia. He has just completed a five year term as the CN professor of Safety Culture. Dr. Fleming is an applied psychologist with over 25 years of experience in industrial health and safety management in high hazard industries including the offshore oil and gas, nuclear power, petrochemical, power generation and construction. He is dedicated to developing practical and valid tools to assist organizations to prevent harm. He holds degrees from the University of Aberdeen, and The Robert Go...2021-06-1734 min
The Safety GuruTaking your Safety to the Next Level: Integrating BBS and Human Performance with Dr. Josh WilliamsBehavior-based safety, human performance, cognitive psychology... It can be overwhelming to consider so many competing safety approaches. On this week’s episode, Dr. Josh Williams returns to advocate for a well-rounded approach to safety. Josh shares practical HP tools for learning from workers’ first-hand experience and taking a proactive approach to preventing SIFs. Don’t scramble to improve your organization’s safety once it’s too late!About The Guest: For more than 20 years, Josh has partnered with clients around the world to deliver customized, sustainable solutions to improve safety culture and prevent SIFs. Dr. Williams e...2021-06-0325 min
The Safety GuruMindfulness and Resilience: Safety Impact with Alfred RicciFrom first-responders to workers and leaders, every single job contains elements of stress. Alfred Ricci, founder of First Responder Resilience, created his own methodology for introducing mindfulness and resilience into day-to-day work life. In this episode, we explore the importance of paying attention to your own mindset and to your team members’ mental states to improve focus and situational awareness, ultimately improving safety. Learn how to implement mindfulness and resilience to improve productivity and safety performance!Alfred is a keynote speaker, workshop leader, and founder of First Responder Resilience, with 10+ years of experience teaching workshops on personal de...2021-05-2028 min
The Safety GuruDysfunctional Practices That Kill your Safety Culture with Dr. Tim LudwigBehavioural safety analysis is essential on the part of managers and workers alike to improve safety practices and conditions in the workplace. Today’s guest, Dr. Tim Ludwig, is a renowned safety consultant with 30 years of experience doing empirical research on employee-driven behavioural safety. Tune in to our discussion on common mistakes made by managers and on the effectiveness of observation, risk identification and open communication to find sustainable solutions and create a safer environment for front-line workers.The Safety Doc: Dr. Tim LudwigDr. Tim Ludwig is an expert in behavioural approaches to safety, wi...2021-05-0642 min
The Safety GuruMaking Safety Personal with Candace CarnahanIncidents can happen to anyone, that's why it’s important to make safety personal. Candace Carnahan was involved in a workplace incident when she was at the wrong place at the wrong time. She highlights that everyone needs the courage to care, and to take responsibility for safety to reap the benefits. Candace reminds us that anyone can get hurt and the importance of speaking up to improve safety performance - if you know better, do better! Tune in to hear Candace’s story and insights.Candace Carnahan, Safety AdvocateWith wisdom and wit, Candace pres...2021-04-2225 min
The Safety GuruFrom Fighter Pilot to Airline Pilot: Lessons in Human Performance with Brandon WilliamsSafety is a cornerstone of the airline and aviation industry. Our guest Brandon Williams, founder of LeadTac, adjunct professor, F-15 fighter and airline pilot, started his career in the U.S. Air Force. Brandon highlights the importance of considering human factors and mitigating human error using a systems based approach. Listen to learn how to implement Human Factor Leadership and peer accountability to reduce human errors and improve safety performance.Brandon Williams, LeadTac FounderBrandon Williams is an accomplished and results-oriented leader, top business speaker, executive consultant, and technical expert with proven leadership experience in...2021-04-0840 min
The Safety GuruImportance of Leadership and Onboarding for Safety with Curtis WeberSafety is important at all stages of a career, whether it is the first, third or last day at work. Irrespective of the job, communication and collaboration during and after onboarding are crucial to ensure everyone’s safety. Curtis Weber is a Safety and Motivational speaker, who learned about the importance of speaking up and building relationships with co-workers through a serious workplace accident that changed his life. Tune in to learn about the importance of leadership and making safety personal during and after orientation.Curtis Weber, Safety and Motivational Speaker, Curtis Weber ConsultingCurtis Webe...2021-03-2524 min
The CX GuruSquircle Innovation for CX with Francis CholleThe art of balancing creativity, innovation and collaboration will bring you a rejuvenated path of performance. Today we are in conversation with artist, author and CEO Francis Cholle who advocates for a holistic approach in your work, in order to achieve augmented intelligence. Tune in to learn how to move your life from the golf course to the jungle and how to put your systematic square into your creative circle!
Francis Cholle, Founder & CEO at SQUIRCLE ACADEMY
Francis is a Wall Street Journal Best Selling author and international management consultant. He uses deep human learning and cognitive science to help For...2021-03-1829 min
The Safety GuruConnecting with your Safety Audience with Tricia KagererIn conversation with Tricia Kagerer, the author of The B Words, discussing women in non-traditional roles in the workplace, including safety and risk management. Topics covered include workplace diversity, corporate social responsibility and servant leadership. Tricia advocates for the importance of financial literacy and bridging the missing link regarding the impact of safety and wellbeing initiatives on the bottom line. Listen to discover how to gain freedom from society’s prohibition and from your inhibition, to drive positivity and achieve success! Tricia Kagerer, Author & EVP of Risk Management at Jordan Foster ConstructionTricia is the Exe...2021-03-1121 min
The CX GuruThe Impact of Civility on Workplace Culture & CX with Dr. Lewena BayerIn conversation with Dr. Lewena Bayer, regarding the importance of workplace civility to improve employee experience. Today's discussion revolves around the effect of communication between co-workers, and equality in work environments to improve workplace culture. Topics discovered include the definitions of civility and how to measure it, the case for civility in the business setting and how it impacts Customer Experience (CX) outcomes. To learn how to develop civility competencies such social intelligence and cultural competence - tune in!
Dr. Lewena Bayer, CEO of Civility Experts Inc.
For more than 20 years Dr. Lewena Bayer, CEO of Civility Experts Inc., 16-time...2021-03-0422 min
The Safety GuruMaking Safety Personal with Kina HartWorkplace Safety is critical for employees to be able to go home to their loved ones each and every day. In this episode we explore the importance of Safety Leadership and effective Safety Culture in the workplace with Kina Hart, an inspirational speaker for Workplace Safety who tragically lost her arm in a summer job workplace accident. Tune in as she shares her insights on safety communication and participation, active caring and the zero tolerance method.Kina Hart, Hart to Heart SafetyKina’s fight for survival began when she found herself caught in a mo...2021-02-2522 min
The CX GuruThe power of words and conversations in CX with Grant PackardToday we are exploring the power of words and conversations to drive Customer Experience. Grant Packard has done some exceptional research that demonstrates how a few changes to words and conversations can have a substantial impact on customer experience and outcomes. He shares 3 examples that are easy to train and cascade within your teams and that can help improve how you deliver your customer journeys. Conversations occur every day through in person, phone and electronic channels – improve their impact!
Grant Packard is an Associate Professor of Marketing at York University’s Schulich School of Business in Toronto, Canada. His research expe...2021-02-1828 min
The Safety GuruLessons in Leadership from a Career at NASA with Donald G. JamesDonald G. James, author of the recently released book Manners Will Take You Where Brains and Money Won’t shares great insights from his lengthy career at NASA. From stories of how the Challenger and Columbia incidents shaped his view of leadership and blind spots, to sharing ideas for leaders to reduce these very blind spots and create environments where people are comfortable speaking up, this is an engaging podcast filled with stories and insights on the importance of Psychological Safety.Donald G. James is an executive leader, a manager, a facilitator, a public speaker, a mentor, an...2021-02-1125 min
The CX GuruDiversity & Inclusion: A critical enabler for Service Experience with Dr. Victoria MattinglyDiversity and Inclusion are critical levers of business success yet too few companies are driving real impact. Today we explore tangible strategies to maximize the benefit on Customer Experience loyalty and tactics to drive diversity and inclusion in every workplace. It’s more than a business imperative – it’s a critical consideration to any organization’s customer experience strategy. Dr. Victoria Mattingly shares some thought provoking insights from research to demonstrate the need and approaches that yield tangible business outcomes.
Dr. Victoria Mattingly has been providing diversity, equity, and inclusion (DEI) and learning & development consulting services to businesses and non-profit organiza...2021-02-0421 min
The Safety GuruSafety Leadership: The Holy Grail of Safety with Michelle BrownEverybody talks about the importance of leadership to drive Safety Performance. In this must-listen to episode, we explore tangibly how leaders need to show up to drive safety outcomes. To be a great safety leader, you need to care deeply about your people, understand your personal WHY for safety and regularly demonstrate the value of safety through your actions. Michelle Brown shares her insights about transformational safety leadership and actions to shape, develop and improve these skills to become better safety leaders.Michelle Brown is the COO of Pinsight, a HR software solution providing businesses with critical ins...2021-01-2844 min
The CX GuruDifferentiate through a Change Ready Organization with Campbell MacphersonOrganizational Change is inevitable, and it is key to success in Customer Experinece. Today, our special guest Campbell Macpherson, shares his insights on the power to change, how to embrace change, strategies to drive sustainable change, the ability to be resilient and employee involvement.
Campbell Macpherson is an international business advisor, keynote speaker, Executive Fellow of Henley Business School and award-winning author.
His first book, ‘The Change Catalyst’ (Wiley 2017), is about leading change and was the UK's 2018 Business Book of the Year’. His second ‘The Power to Change’ (how to embrace change and make it work for you) has recently been published...2021-01-2128 min
The Safety GuruHappiness Index for Safety and Mental Health with Nick MarksHappiness in the workplace matters for sustainable wellbeing, safety, productivity and business outcomes. It predicts if teams and organizations are building a better future. Today, our special guest Nick Marks shares his insights on psychological safety and mental-wellbeing, two critical drivers of safety outcomes. He also addresses skeptics by demonstrating how feelings connect to data.Nic Marks, Founder & CEO, Friday PulseDescribed by one client as a “statistician with a soul”, Nic has been working in the field of happiness and wellbeing for over 25 years.In 2010 Nic gave a TED talk on his prev...2021-01-1427 min
The CX GuruLuxury Hotel Service Experience: Tactics to Differentiate with Adam KnightToday we are conversation with an experienced luxury hotelier to capture insights on how to differentiate in the service experience space. Exploring the tactics to create magic to differentiate at the high end of the service experience market. He shares thoughts on how hotels engage all 5 senses, innovation in service, maximizing the impact of each touchpoint and strategies to emerge from the current pandemic.
Adam is the Principal at Knowing Hospitality, a full service hotel management company that operates hotels on behalf of owners and lenders. He brings 25 years experience across luxury brands and independent companies.
A hospitality veteran and op...2021-01-0730 min
The Safety GuruNew Year Special Episode 19 - SAFETY’S TOP 21 FOR ‘21Happy New Year from The Safety Guru! Are you ready to charge up your Safety strategy for 2021? Listen in to a special, must listen episode: our top 21 predictions for safety in 2021 with Eric Michrowski and Dr Josh Williams.Dr. Josh Williams: For more than 20 years, Josh has partnered with clients around the world to deliver customized, sustainable solutions to improve safety culture and prevent SIFs. Dr. Williams earned his Ph.D. in Industrial/Organizational Psychology at Virginia Tech and is a behavioral safety, human performance, and safety culture improvement expert.Josh is the author of...2020-12-3126 min
The CX GuruThe Top 8 from 2020: Key insights from the CX GuruA year in review. The CX Guru’s Top 8 themes and ideas from our 2020 season! Get caught up with the ideas that will help you leave a legacy in 2021! Happy Holidays!
Listen more episodes: https://thecustomer.guru/
Powered By Propulo Consulting: https://propulo.com/
Learn more about your ad choices. Visit megaphone.fm/adchoices2020-12-2512 min
The Safety GuruThe Top 10 from 2020: Key insights from the Safety GuruA year in review. The Safety Guru’s Top 10 themes and ideas from our 2020 season! Get caught up with the ideas that will help you leave a legacy in 2021!More Episodes: https://thesafetyculture.guru/Powered By Propulo Consulting: https://propulo.com/ Learn more about your ad choices. Visit megaphone.fm/adchoices2020-12-1713 min
The CX GuruWhen you Care Enough: Customer Experience Insights from Hallmark with Ted StodolkaWhat better time of the year to be in conversation with Hallmark’s VP of Chief Care Officer, Ted Stodolka! Ted shares some amazing insights on Customer Experience from his journey at both Marriott and Hallmark. He touches on the importance of being easy to work with, how to implement bots successfully and key characteristics that drive strong Customer Experience Cultures. Listen-in to understand the importance of having a strong ‘why’ and one incredibly powerful action leaders can take to drive customer centricity.
Ted is a Global Strategist who has planned, developed, and operated support centers across Europe, Asia, the Americ...2020-12-1030 min
The Safety GuruLeaders Owning It for Safety! with Brie DeLisiToday we are in conversation with Brie DeLisi, Associate Partner with Propulo. Safety Leaders know that Leadership Matters to drive the right Safety Outcomes. In a must listen to episode, Brie helps make that statement real. She demonstrates through her research what Owning It means for safety and how it translates into tangible outcomes. If someone needs convincing on the importance of investing in your leaders, listen in!Brie is an expert in Occupational Safety and Health, specializing in client safety culture assessments and transformation. She has many years of experience in the Aerospace industry, working for...2020-12-0422 min
The CX GuruGetting Your Positioning Right to Drive CX with April DunfordToday, we are in conversation with April Dunford to explore the importance of starting with a well-defined product or service positioning. Too often, customer experience friction develops when the positioning hasn’t been done well. April presents simple ideas to help better define a product or service from her recent book Obviously Awesome: How to Nair Product Positioning so Customers Get It, Buy It, Love It.
April Dunford is a consultant and author who helps companies make complicated products easy for customers to understand and love. She is a globally recognized expert in Positioning, having launched 16 products across her 25-year car...2020-11-2600 min
The Safety GuruDiversity as an accelerator for safety outcomes with Bryce GrifflerToday, we are in conversation with Bryce Griffler who shares the impact of intentionally bringing diversity of perspectives and opinions into safety activities and teams. From union involvement, to people with diverse backgrounds and experiences including people that might come from a totally different part of the business, a well-rounded team is bound to find better and safer ways to do the work. These strategies consistently improve the quality of conversations and solutions, driving to safer outcomes. He shares easy strategies to make this happen in your business. This episode shares some very important ideas which are too often...2020-11-1929 min
The CX GuruLeading Customer Experience from the Front Line with Clint MahlmanToday, we are in conversation with Clint Malham, President & COO of London Drugs, one of Canada’s largest retailers. This is a must listen to episode for some phenomenal leadership insights on Customer Experience. Clint brings a strong customer orientation grown from his early work experiences and spends the time at the front-line to make it come to life..
Clint shares some great examples on how stories help shape a Customer Experience culture. From the new warehouse worker who zoomed out in his Suzuki Swift to catch up with a truck to meet wrapping paper needs before Christmas to the te...2020-11-1200 min
The Safety GuruMaking Safety Personal: Connecting with the Front-Line with Chris YerikianThis week we are in conversation with Chris Yerikian who shares some experiences in making safety more personal to connect with front line team members on a more emotional level to increase safety involvement and participation. From front line leaders and team members sharing their personal ‘why’ for staying safe to turning into habits and reinforcing the theme on an ongoing basis to deliver safety outcomes, Chris shares his successes.Chris has been in the EHS field since 2016 and received his undergrad from Cal State Northridge in Environmental and Occupational Health. Prior to EHS, he managed movie thea...2020-11-0521 min
The CX GuruGetting the Digital Experience RightIn today’s context, nearly all Customer Journeys have a Digital component. The seamlessness of that journey and consistency is so often missed. Today we are in conversation with Jason Cranford Teague, a writer, professor and pioneer in the UX Design space. He shares some insights and ideas on the importance of connecting the journey, building trust in the digital space to maximize the impact to the overall Customer Journey. Too often, the digital experience isn’t fully integrated or isn’t designed for the actual user in mind. Get some ideas to maximize the value you create in the digita...2020-10-2900 min
The Safety GuruMental Health & Suicide Prevention in ConstructionIn recognition of World Mental Health Day, we are in conversation with Kathleen Dobson, Safety Director at Alberici. She shares some critical insights on Mental Health Awareness and Suicide Prevention in Construction. The learnings relate to so many industries. Gather some insights, reflect on how you can apply these to improve the safety of your workplace and make a difference!Kathleen Dobson is a 21+ year veteran of the construction industry. As Safety Director for Alberici Constructors, she has responsibility for and supports their automotive, heavy civil, mining and industrial processes divisions. Kathi is engaged in project start...2020-10-2226 min
The CX GuruA Freshly perspective on Customer ExperienceIn this episode, Colin Crowley shares his experience and successes in innovating Customer Experience for Freshly, a leader in the digital meal delivery category. He touches on the benefits of a well implemented AI, RPA and Offshoring Strategy. Tune in for some ideas on innovating in the digital space.
Colin has spent over 10 years in senior leadership roles in e-commerce customer service and is proud to be the inaugural VP of Customer Experience at Freshly, where he directs a 200-person department across five locations in the United States and beyond. He specializes in building customer service departments from the ground-up, with a foc...2020-10-1500 min
The Safety GuruDistracted Driving: Making our roads safer with Brian Kuebler, author of The Long BlinkOctober is Distracted Driving Awareness Month. What better introduction to an excellent conversation with Emmy Award-winning journalist and author of The Long Blink, Brian Kuebler, who exposes the staggering cost of the American trucking industry’s rising crash rate through the intimate struggle of Ed Slattery, who is left to piece his family back together after a trucker fell asleep at the wheel and killed his wife and maimed his son. He brings awareness to the critical importance of safety on the roads and the role that the trucking industry can play to improve safety as we explore the ra...2020-10-0827 min
The CX GuruLessons from Service Experience in the Restaurant Industry - COVID-19 and BeyondThe restaurant industry has been a leader in Service Experience. Professor Alex Susskind from the Associate Dean for Academic Affairs at the School of Hotel Administration at Business, Cornell University shares some great insights and heartwarming stories on how the Restaurant Service Experience can be adapted in these challenging times with some ideas to guide the recovery.
Dr. Alex M. Susskind is a Professor of Food and Beverage Management and the Director of the Cornell Institute of Food and Beverage Management. Professor Susskind is currently serving as the Associate Dean for Academic Affairs at the School. Professor Susskind earned his...2020-10-0137 min
The Safety GuruPushing through the Plateau - Behavior Based Safety and BeyondBehavior Based Safety has brought incredible successes to many organizations but often performance pushes to new heights and plateaus. In a lively conversation with Dr. Josh Williams, we explore strategies to push past the plateau. From re-energizing Behavior Based Safety programs to integrating ideas from Cognitive Psychology and Human Performance tools to bring a holistic approach to safety improvement. This is a must listen to episode if you want to explore options for what’s next in your safety strategy!Dr. Josh Williams is a Partner with Propulo Consulting, a global management consulting firm delivering significant and sus...2020-09-2523 min
The CX GuruDefine your Brand NarrativeTo drive a consistent message and customer experience, an important consideration is to tightly define your brand narrative so that the story remains consistently on message, particularly at the front line. Elizabeth shares some ideas to define your brand narrative and cascade it across your organization.
Elizabeth is a content strategist focused on bringing authenticity to every level of brand communication. An advocate for “squirm-free” experiences, she prioritizes delivering value over all else and helps brands clarify their messaging to better connect with customers.
Listen more episodes at https://thecustomer.guru/
Powered By Propulo Consulting: https://propulo.com/2020-09-1719 min
The Safety GuruAre you feeling sleepy? Why sleep is so critical to stay safe!Digging into the latest research in sleep with Rebecca Brossoit M.S. to understand the impact on safety. Exploring strategies to improve sleep and drive the right outcomes for workplaces.Rebecca Brossoit earned her M.S. in Industrial and Organizational (I/O) Psychology from Colorado State University (CSU) in 2017 and she is currently in the final stages of her PhD in I/O Psychology at CSU. Her research interests include employee sleep, health, and safety, nature exposure in relation to recovery from work stress, the work-family interface, and workplace interventions. Becca has published research related to the...2020-09-1016 min
The CX GuruThe future of Service Experience in the Pandemic AgeDr Leonard Berry from Mays Business School at Texas A&M University joins me to share some key insights from his recent published work addressing the future of Service Experience in the current Pandemic Age. He speaks to the importance of safety and shares transformations that are occurring across industries. He also presents a concept of an Essential Services Workforce Alliance based on the learnings from the current Pandemic to improve our overall resiliency.
Dr. Leonard L. Berry is University Distinguished Professor of Marketing, Regents Professor, and holds the M.B. Zale Chair in Retailing and Marketing Leadership in the...2020-09-0337 min
The Safety GuruInspiring Safety Leadership and Ownership with Brad GardnerIt’s been over 10 years since Brad Gardner lost his right arm in a workplace accident—an accident that didn’t have to happen. Brad and his wife, Dolores, have dedicated their lives to making workplaces safer in order to prevent tragedies like their own from happening to others. Listen to a truly inspirational story on the importance of safety leadership and ownership from Brad.Brad and his wife, Dolores, are world-renowned safety motivational speakers who share their story in order to prevent tragedies like their own from happening to others. Their delivery is versatile enough to move a...2020-08-2723 min
The CX GuruMaximizing the ROI of CX initiativesIn these challenging times, many leaders are questioning the need to invest in Customer Experience. Kunal Chopra shares 4 recent examples that showcase the rapid return on investment in key Customer Experience initiatives and shares some ideas on areas to focus on to maximize value. If you are looking for ideas to maximize the return on investment for key customer experience initiatives, you need to tune in to this episode!
Kunal is a collaborative and results oriented Management Consultant and Transformation Leader. His expertise in Client Centric end-to-end optimization and transformation has been demonstrated in the successful delivery of multiple high...2020-08-2033 min
The Safety GuruCOVID-19: Critical safety considerations for our front line healthcare workers with Dr. Stephanie AndelHot off the press! Dr. Stephanie Andel shares some recent research on safety for healthcare workers in the midst of the current COVID-19 pandemic. Some concerning insights that aren’t getting the needed attention. This timely episode provides some actionable insights to protect the wellbeing of our front line workers that are keeping all of us safe.Stephanie Andel (sandel@iu.edu) is an Assistant Professor of Psychology at Indiana University-Purdue University Indianapolis. Dr. Andel received her PhD in Industrial and Organizational Psychology from the University of South Florida. Her research focuses on employee health and well-being, em...2020-08-1325 min
The CX GuruDriving Customer Service in Contact CentersGwen Oglesby shares some insights on Customer Experience in Contact Centers based on her extensive experience and recent book Call Center: A Focus on Customer Service. Contact Centers are a crucial component of any customer experience that too often are driven by cost savings as opposed to delivering great experiences.
About the book: Call Center: A Focus on Customer ServiceThe intent of this book is to create dialogue and spark self-awareness within all parties on how their individual actions impact others. It’s a straight, real-talk book that gives insight on call center dynamics and the practical steps a call cen...2020-08-0628 min
The Safety GuruImproving our Safety Communications with Dr. Archana TedoneAn excellent interview with Dr. Archana Tedone exploring the latest insights in Safety Communications to help organizations improve a critical dimension to improve outcomes. In addition to sharing ideas around how leaders can improve their safety communications, she shares some evidence-based ideas around upward and lateral safety communications – how workers share ideas and how they collaborate with each other.Archana Tedone, Ph.D. is an Assistant Professor of Industrial and Organizational (IO) Psychology at the University of Baltimore. Archana is a workplace health and safety researcher, and a large portion of her work focuses on identifying the or...2020-07-3025 min
The CX GuruThe Science of Service: Behind one of the best Customer Experience BooksIf you want a fantastic read to inspire your Customer Experience journey, look no further than Dr Mark Colgate’s Science of Service. A great read that is anchored in science and research not one hit wonders. With fun analogies, he explores some of the salient themes from his book including the 3Rs framework including the importance of Reliability and consistency, keeping your core promise. He discusses the importance of excellence, coaching and accountability as levers for Customer Experience. If you haven’t yet picked up his book, I highly recommend reading it!
For More Information: https://markcolgate.com/
Listen More...2020-07-2322 min
The Safety GuruPredicting Safety Outcomes: Learnings from Big Data with Dr. Chuck PettingerAn excellent interview with Dr. Chuck Pettinger exploring what Big Data can teach us about safety and preventing the next potential injury. Exploring what information and insights are available now and predictions about the future of safety in the digital space.Chuck has over 30 years of experience designing, implementing and evaluating culture step-change initiatives. His major interests include developing large-scale corporate behavior change initiatives, assessing industrial safety cultures, using advanced predictive analytics to develop leading indicators and conducting organizational Leadership Workshops.For more information: www.predictivesolutions.comListen More Episodes: https://thesafetyculture.guru/2020-07-1630 min
The CX GuruCustomer Experience Listener QuestionsThis week on the CX Guru, Eric Michrowski answers 5 listener questions. He explores topics on Customer Effort and the impact on Service Design, the importance of Empowering team members, Contact Center Metrics and ways to shift them and the Best Service Metrics to implement is service based roles to drive the right Customer Experience outcomes.
Listen more Episodes: https://thecustomer.guru/2020-07-1020 min
The Safety GuruMental Health in the Workplace post COVID-19: Impacts on Safety with Dr. Madison HanscomDr. Madison Hanscom shares some alarming recent research on Mental Health in the Workplace through the current COVID-19 context. She touches on the impacts on Worker Safety and provides some tangible strategies that organizations can implement to support in difficult and challenging times. This is such a critical topic that is too often missing from the Safety and Executive dialogue. This episode of the Safety Guru also touches on individual strategies that can help leaders and listeners in addition to the broader organizational context. Listen in!Listen more episodes:https://thesafetyculture.guru/Powered By Propulo...2020-07-0225 min
The CX GuruHow to lead an operation for growth and customer excellence with Louis Saint-CyrA fantastic conversation with Louis Saint-Cyr, an exceptional operational leader that shares his secrets to leadership for great customer outcomes. Louis has held several senior leadership roles across 3 airlines and currently is an Executive Vice President at FMT. He held instrumental roles in the transformation and growth of both Hawaiian Airlines and WestJet. His style of leadership is unique and epitomizes the attributes of a great Customer Experience leader that is able to simultaneously lead through significant change while leading a strong operation. In his words: “When you walk into work every day ask yourself a simple question. Do I ha...2020-06-2531 min
The Safety GuruLearnings from the Flin Flon Smelter Explosion: Making workplaces saferBrian Humphreys shares the story of the Flin Flon, Manitoba smelter explosion at Hudson Bay Mining & Smelting in his book No Smoke Without Fire; A Recipe for Disaster. He was the safety supervisor on the night of the fatal smelter explosion and details the tragedy and shares perspectives on what can be done to prevent potentially fatal workplace incidents. He touches on the importance of front-line supervision and the importance of a focus on Safety Culture on this episode of the Safety Guru.Listen more episodes: https://thesafetyculture.guru/Over 49 years of experience in steelmaking...2020-06-1830 min
The CX GuruThe Future of Work in Customer Experience: Making Flex Work in Service with Dr. Madison HanscomAs we begin to return to work from the current COVID-19 Black Swan event, one topic that has drawn a lot of interest is how to optimize remote work and deliver great Customer Experience outcomes. Tapping into her recent research in this space, Dr Madison Hanscom identifies 3 key considerations that all Customer Experience leaders should consider in making remote or flexible work successful: Trust, Communication and Recognition. She links these to better employee experiences and improved Customer Outcomes.
Listen more episodes at https://thecustomer.guru/2020-06-1123 min
The Safety GuruSafety Communications with Dr. Josh WilliamsSafety Communications with Dr. Josh Williams Effective communication is the cornerstone of a healthy safe production culture.This is particularly important with one-on-one conversations with employees.Employees who feel listened to and appreciated are more likely to go beyond the call of duty for safety and other organizational efforts.Effective communicators demonstrate genuine caring, promote psychological safety, actively listen, and provide recognition regularly.How strong are your safety communication skills?Please take a time to try our free quiz: https://www.zeroharmleadership.com/Powered By P...2020-06-0419 min
The CX GuruThe 3 Golden Rules of Customer Experience Transformations with Dale LawrenceInterview with Dale Lawrence where he shares how his roots in music helped him create innovative customer experience solutions. He shares his 3 Golden Rules to drive success in your Customer Experience Transformations. Listen in to help improve your success with Customer Experience.
Listen more episodes at https://thecustomer.guru/2020-05-2828 min
The Safety GuruClose Call Reporting with Dr Josh WilliamsClose Call Reporting with Dr Josh WilliamsDoes your organization reinforce a culture of reporting or is there some fear (or hassle) associated with close call events? The answer to that question is a great litmus test for your overall safe production culture.The purpose of reporting close calls (and minor injuries) is to promote a learning culture and avoid serious injuries in the future.Close call reporting, when done correctly, is a powerful tool to improve safety culture and prevent serious injuries and fatalities. How well does your organization manage close call reporting...2020-05-2118 min
The CX GuruMy Customer Experience Why (Special Edition)My Customer Experience Why.
I didn’t grow up with a silver spoon. I learned the value of a buck at a young age. Paying my way through University by working hard in Customer Service, in the Airline industry. From a young age, I knew how to turn a frowning guest into a happy Customer. I quickly realized that if I put my heart and soul into it, I could make anyone smile. And that a happy guest made my day much easier.
Learning to be good in Customer Experience in the Airline Industry is tough. After all, when was th...2020-05-1409 min
The Safety GuruSafety Incentives with Dr Josh WilliamsFor years, organizational leaders have used incentives to try and motivate safety. The rationale is that providing financial rewards for not getting hurt will motivate employees to “try harder” for safety. In reality, this often encourages non-reporting which is why OSHA now discourages outcome-based incentives. Plus, people are already motivated to avoid injury. Effective incentives, if used, should focus on proactive safety behaviors and efforts. Rewards should be symbolic and safety themed. Genuine appreciation and recognition trump all other incentives. Take the quiz below to see how well you’re managing sa...2020-05-0717 min
The CX GuruCX Guru with Eric Michrowski - TrailerCX Guru with Eric Michrowski - Trailer2020-05-0101 min
The Safety GuruSafety Guru with Eric Michrowski - My Safety WhyThis episode introduces my Safety Why. What is yours? It's key to being a Safety Leader and to deliver results.12 key proven credos to deliver the right safety outcomes.https://thesafetyculture.guru/ Learn more about your ad choices. Visit megaphone.fm/adchoices2020-04-2318 min
The Safety GuruSafety Guru with Eric MichrowskiSafety Guru with Eric Michrowski - Trailer Learn more about your ad choices. Visit megaphone.fm/adchoices2020-04-1600 min
The Hero FactorWhat does good look like? with Eric MichrowskiOperational excellence is a buzzword thrown around many business circles. In this episode, this week's guest Eric Michrowski and host Jeffrey Hayzlett talk about what it means. They contrast the differences between in making mistakes when working in big companies versus smaller ones, taking risks, and building culture. Eric also touches on how his business, Propulo Consulting, uses science to improve the world of work.
Learn more about your ad choices. Visit megaphone.fm/adchoices2020-01-2928 min