Management Muse

Ep 117 - Why Your Best Employees Are Often the Biggest Complainers

Employee complaints are often a sign of organizational health. The more dangerous signal may be when people stop complaining altogether.
Complaints often come from people who care deeply about the organization and want it to improve. The challenge for leaders is distinguishing those committed truth-tellers from the person who will remain unhappy no matter what.
In this episode, Cindi Baldi and Geoffrey Tumlin introduce two types of complainers: the “heartbroken lover,” who speaks up because they care, and the chronic scrooge who is never satisfied. They explore how a small number of negative employees can disproportionately influence a team, how leaders can respond without promising to fix everything, and a simple management tactic that turns complaints into ownership.
Whether you manage people or you’re the employee who keeps raising an issue and hearing nothing back, this episode will change how you think about the next complaint that lands on your desk.
Episode Highlights:
Why complainers are often your most engaged employees, not your biggest problem
How to distinguish a productive complaint from one that will never end
What the research reveals about how one unhappy employee can influence 25% of an organization
The simple question that can turn a complainer into a problem-solver
Why silence may be the real warning sign inside an organization
How leaders accidentally train employees to stop speaking up
Watch This Episode on YouTube: https://youtu.be/VjZTIo4RpiA
Get your copy of The Uncertainty Playbook: 14 Strategies for Work Success in a Chaotic World here. 
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Want to Go Deeper? Check Out Our Recommended Reading:
Goldsmith, Marshall, and Mark Reiter. What Got You Here Won't Get You There: How Successful People Become Even More Successful. Hyperion, 2007. https://www.hachettebookgroup.com/titles/marshall-goldsmith/what-got-you-here-wont-get-you-there/9781401301309/
Felps, Will, Terence R. Mitchell, and Eliza Byington. "How, When, and Why Bad Apples Spoil the Barrel: Negative Group Members and Dysfunctional Groups." Research in Organizational Behavior, vol. 27, 2006, pp. 175–222. https://www.sciencedirect.com/science/article/abs/pii/S0191308506270059
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Ep 116 - The Pricing Mistake: What New Entrepreneurs Learn the Hard Way (w/ Kelly Kennedy)

Being good at the work is not the same as knowing how to run the business.
In part two of Cindi Baldi’s conversation with Kelly Kennedy, founder of Capital Business Development and host of The Business Development Podcast, the discussion moves from podcasting as business development to the realities of entrepreneurship.
They talk through the pricing mistake that sinks most new businesses, the mental gymnastics of going from employee to business owner, and the role of community and generosity in building a business that lasts.
Kelly's rule for service-based businesses is simple: figure out how to be profitable on day one, and start by pricing yourself at what the market charges, not below it.
If you are building a business around your expertise or thinking about leaving employment to start your own company, this episode brings key lessons on making entrepreneurship feasible.
Episode Highlights
Why version one of your business probably will not be perfect
The mindset shift from employee to entrepreneur
Why $30 an hour as a business owner is not the same as $30 an hour as an employee
How pricing can signal quality before a client ever works with you
Why community, referrals, and reputation matter more than most marketing
How generosity can create long-term business value
Watch Part 1 here
About Kelly Kennedy:
Kelly Kennedy is a Canadian business development strategist, founder of Capital Business Development, and host of The Business Development Podcast, a globally recognized show with over 300 episodes and listeners in more than 150 countries.
He is also the creator of The Catalyst Club, a private community for leaders focused on connection and results, and the host of I Used To Work There podcast. With nearly two decades in sales and business development, Kelly helps entrepreneurs, executives, and sales professionals turn strategy into consistent revenue through proven business development systems.
Connect with Kelly:
Linkedin | Instagram
https://www.linkedin.com/in/kellykennedyofficial/, https://www.instagram.com/thebusinessdevelopmentpodcast
The Catalyst Club Community: www.kellykennedyofficial.com/thecatalystclub
The Business Development Podcast: www.businessdevelopmentpodcast.ca
I Used To Work There: www.iusedtoworkthere.com
Watch This Episode on YouTube: https://youtu.be/Rvc0cXRvizM
Get your copy of The Uncertainty Playbook: 14 Strategies for Work Success in a Chaotic World here. 
→ Use code PLAYBOOK20 for 20% off.
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Want to Go Deeper? Check Out Our Recommended Reading:
Burg, Bob and John David Mann. The Go-Giver, Portfolio, 2015, https://a.co/d/05zaxTPw
Gerber, Michael E. The E-Myth Revisited: Why Most Small Businesses Don't Work and What to Do About It, Harper Business, 1995, https://a.co/d/01cwxszb 
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Ep 115 - Why Podcasting Might Be Your Best Business Development Tool and How to Get Started (w/ Kelly Kennedy)

What if the smartest business development move you could make isn't a sales call, but a microphone?
In this episode, Cindi Baldi talks with Kelly Kennedy, founder of Capital Business Development and host of The Business Development Podcast, about the role podcasting can play in building trust, authority, and business relationships. From parking cars to building a 300+ episode show that's become required listening in his industry, Kelly shares how a business podcast can create authority, clarify expertise, and gives potential clinets a sense of how you think before they decide to work with you.
As two business podcasters, Cindi and Kelly compare notes on what they've learned building shows in the business sector, from the awkward early episodes to the value of clear positioning, and why reputation is becoming more valuable, not less, as AI floods the internet with generic content.
If you've ever wondered whether starting a podcast is worth it for your business, this is the conversation to listen to before you decide.
Episode Highlights:
Why business development isn't just sales, and what most people get wrong about the difference
Why a podcast can close the trust gap before a sales conversation even starts
How to expand your network, build authority, and differentiate yourself
What two podcasters learned from building shows in the business sector
The increasing power of reputation and what that means for your business
Watch This Episode on YouTube: https://youtu.be/Rvc0cXRvizM
About Kelly Kennedy:
Kelly Kennedy is a Canadian business development strategist, founder of Capital Business Development, and host of The Business Development Podcast, a globally recognized show with over 300 episodes and listeners in more than 150 countries.
He is also the creator of The Catalyst Club, a private community for leaders focused on connection and results, and the host of I Used To Work There podcast. With nearly two decades in sales and business development, Kelly helps entrepreneurs, executives, and sales professionals turn strategy into consistent revenue through proven business development systems.
Connect with Kelly:
Linkedin | Instagram
Get your copy of The Uncertainty Playbook: 14 Strategies for Work Success in a Chaotic World here. 
→ Use code PLAYBOOK20 for 20% off.
Get Science-Backed Insights and Exclusive Perks Straight to Your Inbox:
→ Sign up for our newsletter and get a FREE chapter of The Uncertainty Playbook.
Want to Go Deeper? Check Out Our Recommended Reading:
Mildren, Andrew. “The Battle for B2B Influence is Won Before Sales Walks In: Shaping Perception and Engaging Hidden Buyers,” Edelman, 26 Jun. 2025, https://www.edelman.com/insights/battle-b2b-influence
Miller, Donald. Building a StoryBrand 2.0. HarperCollins Leadership, 7 Jan. 2025, https://a.co/d/08Nb5uEG
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Ep 114 - Don’t Chase Happiness. Chase This Instead. (The Science of a Good Life)

Chasing happiness directly might be one of the worst ways to find it.
In this episode of Management Muse, Cindi Baldi and Geoffrey Tumlin unpack why happiness is better understood as a byproduct than a destination. A lot of what shapes our happiness is either built into our baseline or fades faster than we expect. The part we can influence has less to do with perfect circumstances and more to do with how we think, what we protect, and where we put our attention.
From Disney World meltdowns to late-life reinvention, Cindi and Geoff make the case for three things worth chasing instead: meaningful relationships, a sense of purpose, and a little novelty.
If you’ve ever caught yourself thinking, “I’ll be happy when…,” this conversation offers a helpful reset: what are you building that happiness can come from?
Episode Highlights:
Why happiness is actually a byproduct of something else and the 3 things to chase instead
The 50/10/40 equation: what the science says actually determines your happiness level
What 85 years of Harvard research says about relationships and longevity
Why retirement can be harder than many people expect
The happiness “set point” and why people tend to bounce back to a baseline
Social comparison traps and how to break them
Watch This Episode on YouTube: 
Get your copy of The Uncertainty Playbook: 14 Strategies for Work Success in a Chaotic World here. 
→ Use code PLAYBOOK20 for 20% off.
Get Science-Backed Insights and Exclusive Perks Straight to Your Inbox:
→ Sign up for our newsletter and get a FREE chapter of The Uncertainty Playbook.
Want to Go Deeper? Check Out Our Recommended Reading:
Waldinger, Robert J., and Marc Schulz. The Good Life: Lessons from the World's Longest Scientific Study of Happiness. Simon & Schuster, 2023. https://a.co/d/00Zx1PXg 
Lyubomirsky, Sonja, Kennon M. Sheldon, and David Schkade. "Pursuing Happiness: The Architecture of Sustainable Change." Review of General Psychology, 9(2), 2005. https://doi.org/10.1037/1089-2680.9.2.111
Schkade, David A., and Daniel Kahneman. "Does Living in California Make People Happy? A Focusing Illusion in Judgments of Life Satisfaction." Psychological Science, 9(5), 1998, pp. 340-346. https://web.mit.edu/curhan/www/docs/Articles/biases/9_Psychological_Science_340_(Schkade).pdf 
Adam Sandler “Same Sad You” SNL Skit: https://www.youtube.com/watch?v=TbwlC2B-BIg 
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Ep 113 - How to Reduce Employee Turnover by Fixing Work, Not Blaming Workers (w/ Clark Ingram)

What is more important: people or profits? 
This week’s guest thinks that question is part of the problem.
In this episode of Management Muse, Cindi Baldi sits down with longtime HR executive and author Clark Ingram to unpack the HR myths he's spent decades dismantling. From the false binary of "people vs. profits" to the idea that zero turnover is impossible (spoiler alert: it isn't), Clark makes the case that HR has been asking the wrong questions, chasing the wrong metrics, and settling for the wrong goals. 
Drawing from his experience in manufacturing, healthcare, and hard-to-fill roles, Clark explains why employee turnover, compensation, recruiting, and workplace culture are all connected. He shares stories about fixing the real reasons people leave, designing pay systems employees can understand, and building an employer brand that reflects why people actually want to work there.
This conversation is a practical look at what happens when HR focuses less on activity and more on results.
Episode Highlights:
Why "people first vs. profits first" is a false choice, and the third option that changes everything
The organizational-specific root cause approach to cutting turnover
Why engagement surveys are only as good as what you do after them
The Walmart driver story: how understanding what workers really want beats every hiring bonus you'll ever offer
Why compensation tied to time served is lazy, and what to measure instead
The case for zero: why employee turnover should be held to the same standard as customer experience
How to identify what actually makes your organization worth working for
About Clark Ingram:
Clark A. Ingram, is the Founder and President of People Profits, LLC - a financially focused Human Capital management consulting firm. We focus on Employee Turnover, Chronically Open Positions and Skills Gap. Over the next 30+ years he was the Chief Human Resources Officer for four companies, in four different industries from publicly to privately held. 
Connect with Clark:
Churn: Proven Strategies to Achieve Zero Turnover | Linkedin
Watch This Episode on YouTube: https://youtu.be/75EtkifhfyY
Get your copy of The Uncertainty Playbook: 14 Strategies for Work Success in a Chaotic World here. 
→ Use code PLAYBOOK20 for 20% off.
Get Science-Backed Insights and Exclusive Perks Straight to Your Inbox:
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Want to Go Deeper? Check Out Our Recommended Reading:
Sull, Donald, Charles Sull, and Ben Zweig. "Toxic Culture Is Driving the Great Resignation." MIT Sloan Management Review, January 2022. https://sloanreview.mit.edu/article/toxic-culture-is-driving-the-great-resignation/ 
Mitchell, Terence R., Brooks C. Holtom, and Thomas W. Lee. "How to Keep Your Best Employees: Developing an Effective Retention Policy." Academy of Management Perspectives, vol. 15, no. 4, 2001. https://doi.org/10.5465/ame.2001.5897929 
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Ep 112- How to Spend Money So It Actually Makes You Happier (The New Science of Money and Happiness)

Money can buy happiness. There, we said it.
But before you sprint toward a yacht, a five-star hotel, or a deeply unnecessary espresso machine, there’s some fine print.
For years, the popular story was that money buys happiness only up to about $75,000. After that, more income supposedly stopped moving the happiness needle. But updated research on money, happiness, income, and well-being suggests the relationship is more nuanced.
In this episode of Management Muse, Cindi Baldi and Geoffrey Tumlin unpack the newer findings and explore why the real question is not just, “Does money buy happiness?” but “How do you spend money in ways that actually improve your life?”
It’s a smart, funny, science-backed guide to getting more happiness per dollar, with practical takeaways for anyone trying to spend better, stress less, and understand what money means for employee well-being.
Episode Highlights
Why the old money-happiness story was too simple
What newer research reveals about income and well-being
Four ways money can actually improve happiness
How expectations shape satisfaction
What managers should understand about money, stress, and employee well-being
Watch This Episode on YouTube: https://youtu.be/UHo5MdYok2A
Get your copy of The Uncertainty Playbook: 14 Strategies for Work Success in a Chaotic World here. 
→ Use code PLAYBOOK20 for 20% off.
Get Science-Backed Insights and Exclusive Perks Straight to Your Inbox:
→ Sign up for our newsletter and get a FREE chapter of The Uncertainty Playbook.
Want to Go Deeper? Check Out Our Recommended Reading:
Kahneman, Daniel, and Angus Deaton. “High Income Improves Evaluation of Life but Not Emotional Well-Being.” Proceedings of the National Academy of Sciences, 2010. https://www.pnas.org/doi/10.1073/pnas.1011492107 
Killingsworth, Matthew A., Daniel Kahneman, and Barbara Mellers. “Income and Emotional Well-Being: A Conflict Resolved.” Proceedings of the National Academy of Sciences, 2023. https://www.pnas.org/doi/10.1073/pnas.2208661120 
Dunn, Elizabeth, and Michael Norton. Happy Money: The Science of Happier Spending. Simon & Schuster, 2013. https://a.co/d/0aK2M6pG 
Osnos, Evan. “The Haves and Have-Yachts.” The New Yorker, Jul. 2022. https://www.newyorker.com/magazine/2022/07/25/the-haves-and-the-have-yachts 
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Ep 111- Fairness at Work: 5 Trust Breakers Every Manager Needs to Know w/ Hanna Hasl-Kelchner

A lot of managers want employees to go the extra mile, yet they treat the relationship like a transaction.
That mismatch is where trust starts to crack.
In this episode of Management Muse, Cindi Baldi talks with award-winning author Hanna Hasl-Kelchner about the workplace social contract: the unwritten agreement that determines whether employees lean in, pull back, or start polishing their résumés. 
Hanna breaks down the five “speed bumps” that can block trust: approachability, recognition, bias, workload management, and conflict management. 
From overlooked ideas to overloaded high performers, this conversation gives managers a practical way to spot where trust may be getting stuck, and a roadmap to get the relationship back on track.
Episode Highlights
What a workplace social contract really means
Why employees stop going the extra mile
The five trust speed bumps every manager needs to address
The subtle cues that may hurt your approachability as a manager
When recognition can backfire
The boundaries needed to build fairness
About Hanna Hasl-Kelchner:
Hanna's a no-nonsense workplace fairness strategist and the award-winning author of 'Seeking Fairness at Work - Cracking the New Code of Greater Employee Engagement, Retention & Satisfaction.' Her straight talk and practical tools have helped organizations from startups to S&P 500 companies tackle the messy realities beneath the surface of employee engagement and retention.
Connect with Hanna:
Linkedin | Facebook | Blue Sky | Youtube
Watch This Episode on YouTube: https://youtu.be/09HooWAQ7vM
Get your copy of The Uncertainty Playbook: 14 Strategies for Work Success in a Chaotic World here. 
→ Use code PLAYBOOK20 for 20% off.
Get Science-Backed Insights and Exclusive Perks Straight to Your Inbox:
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Want to Go Deeper? Check Out Our Recommended Reading:
T. Kähkönen, et al., “Employee trust repair: A systematic review of 20 years of empirical research and future research directions,” Journal of Business Research, 130, 98-109 (2021). https://doi.org/10.1016/j.jbusres.2021.03.019 
Rousseau, D.M. “Psychological and implied contracts in organizations,” Employ Respons Rights J 2, 121–139 (1989). https://doi.org/10.1007/BF01384942 
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Ep 110 - Narcissism at Work: Why Your Boss Probably Isn’t a Narcissist

Your coworker probably isn’t a narcissist.
They may be stubborn. They may be self-important. But “narcissist” is a big word—and Cindi and Geoff think we’re throwing it around way too easily.
In this episode of Management Muse, they challenge the way we talk about narcissism at work. Cindi and Geoff separate the clinical meaning of narcissism from the management research on narcissistic traits, where confidence, visibility, and bold action can sometimes help leaders rise.
But the upside has a shadow. The same self-belief that helps a leader make a hard call can also make them resistant to feedback, blind to risk, and exhausting to follow.
They explore the line between leadership confidence and dangerous certainty, why high-level leadership often requires tolerating loneliness, and why calling someone a narcissist can flatten a complicated workplace problem into a dead-end diagnosis.
This episode is a smarter way to think about ego, power, conflict.
Episode Highlights:
Why your coworker probably is not a narcissist
How narcissism differs in psychology and management research
The link between CEOs and narcissistic traits
When confidence becomes a feedback problem 
The question to ask before declaring someone impossible
Watch This Episode on YouTube: https://youtu.be/R5OTDD-QuPg
Get your copy of The Uncertainty Playbook: 14 Strategies for Work Success in a Chaotic World here. 
→ Use code PLAYBOOK20 for 20% off.
Get Science-Backed Insights and Exclusive Perks Straight to Your Inbox:
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Want to Go Deeper? Check Out Our Recommended Reading:
Chatterjee, Arijit, and Donald C. Hambrick. “It’s All about Me: Narcissistic Chief Executive Officers and Their Effects on Company Strategy and Performance.” Administrative Science Quarterly, 52 (3), 2007, pp. 351–86. JSTOR, http://www.jstor.org/stable/20109929
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Ep 109 - How to Let Employees Go Without Destroying Trust (w/ Collette Revere and Kim White)

Nothing reveals a company’s culture faster than how it lets people go.
In this episode of Management Muse, Cindi Baldi talks with Collette Revere and Kim White about the importance of empathetic exits: a more intentional, humane approach to layoffs, terminations, and voluntary departures. 
Too often, companies invest heavily in employee engagement while people are useful to the organization, then sever the relationship abruptly when the employment arrangement ends. That sends a clear message not only to the person leaving, but to everyone who stays.
Collette and Kim explain why exits should be treated as part of the employee lifecycle, not an awkward administrative task to rush through. They discuss the hidden costs of cold layoffs, the importance of planning before a crisis, and why departing employees can remain valuable members of an organization’s broader network. 
If you want to preserve trust, protect culture, and handle employee exits in a way that reflects your actual values, don’t miss this episode.
Episode Highlights:
The history–and cost–of cold layoffs
What employees are noticing when someone leaves
How rushed terminations can damage trust, engagement, and retention
What empathetic exits look like in practice
How to handle hard decisions without burning bridges
Why every company should have an offboarding plan before a crisis hits
**EXCLUSIVE Offering for Muse Listeners: The Empathetic Exits Consultation
A 30-minute diagnostic to help organizations find relief before, during, or after employee exits and workforce transitions.
This brief diagnostic is for leaders who want a more thoughtful, human, and effective approach to exits, offboarding, layoffs, or workforce transitions. In 30 minutes, we’ll help you identify where your current process may be creating unnecessary pressure, risk, confusion, or loss and uncover the next right step.
Available exclusively in May 2026 to the first 10 Management Muse listeners who claim it.
Claim Your Spot!
About Collette Revere:
Collette Revere is the Founder and CEO of Open360™, a psychology-based leadership and development company helping organizations strengthen trust, alignment, and performance through feedback and communication. A mental health professional, certified change management practitioner, and organizational development consultant, she has spent nearly two decades helping leaders improve performance management, navigate change, and build healthier workplace culture using practical approaches grounded in behavioral science. 
Connect with Collette:
 Website | Linkedin
About Kim White:
With a background in I-O psychology, product leadership, and AI-driven learning, Kim White helps teams and leaders bring their WOW—Work on What Matters—into view—when they’re at pivotal moments of growth and decision-making.  Together we map bold new paths, co-create what fits, and turn crossroads into pathways. 
Connect with Kim:
 Website | Linkedin
Watch This Episode on YouTube: https://youtu.be/zTG3tHa11Ns
Get your copy of The Uncertainty Playbook: 14 Strategies for Work Success in a Chaotic World here. 
→ Use code PLAYBOOK20 for 20% off.
Get Science-Backed Insights and Exclusive Perks Straight to Your Inbox:
→ Sign up for our newsletter and get a FREE chapter of The Uncertainty Playbook.
Want to Go Deeper? Check Out Our Recommended Reading:
Kitterman, Ted. “How to Avoid Losing Trust in the Wake of Potential Layoffs,” Great Place to Work, 18 Jul. 2022, https://www.greatplacetowork.com/resources/blog/how-to-avoid-losing-trust-in-the-wake-of-potential-layoffs 
Uchitelle, Louie. The Disposable American, Penguin Random House, Apr. 2007, https://www.penguinrandomhouse.com/books/181481/the-disposable-american-by-louis-uchitelle/ 
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Ep 108 - The Motivation Trap (Why Rewards Are Trickier Than You Think)

If you only read one book on motivation, you might be missing half the story.
In this episode of Management Muse, Cindi Baldi and Geoffrey Tumlin dig into the messy, controversial, and often misunderstood science of motivation. They explore intrinsic versus extrinsic motivation, how reward systems are easy to mess up, and why popular advice often oversimplifies what actually drives people at work.
From sales targets to healthcare metrics, Cindi and Geoff explore where well-intentioned rewards changes create frustration instead of motivation, and what to do instead.
Before you change compensation, bonuses, performance metrics, or incentives, listen to this one. Motivation is not simple — and your people will feel it if you treat it like it is.
Episode Highlights:
Why motivation advice is often oversimplified
The pros of cons of intrinsic vs. extrinsic motivation
The research controversy behind rewards
How to avoid accidentally breaking motivation while trying to improve performance
The key elements employees need to feel satisfied with changing targets
Navigating the messy business of changing pay structures
Watch This Episode on YouTube: https://youtu.be/ACzmEnAqjxI
Get your copy of The Uncertainty Playbook: 14 Strategies for Work Success in a Chaotic World here. 
→ Use code PLAYBOOK20 for 20% off.
Get Science-Backed Insights and Exclusive Perks Straight to Your Inbox:
→ Sign up for our newsletter and get a FREE chapter of The Uncertainty Playbook: https://managementmuse.com/newsletter/
Want to Go Deeper? Check Out Our Recommended Reading:
Uri, Gneezy. Mixed Signals: How Incentives Really Work, Yale University Press, 21 Mar. 2023, https://a.co/d/07vHQsd7 
Doshi & McGregor. Primed to Perform, Harper Business, 6 Oct. 2015, https://a.co/d/0ibqm98O 
Amabile and Kramer. The Progress Principle, Harvard Business School Press, 2011, https://a.co/d/0eFJn0Ow
Cameron and Pierce. “Reinforcment, Reward, and Intrinsic Motivation: A Meta-Analysis,” Review of Educational Research, 64 (3), 363-423, Fall 1994, https://www.jstor.org/stable/1170677
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