Management Muse

Ep 74 - Why Good Managers Sometimes Resent Their Customers — and How to Stop It

Most customers are great, but it only takes a few bad ones to wear you down. In little time, these difficult interactions can color your perspective, leaving even the most dedicated managers feeling drained, avoidant, or even resentful. This week on the podcast, Cindi Baldi explores how bad customers and clients can wear people down , why it’s more common than we admit, and how we can keep our sanity even in the face of difficult interactions.
In this episode, Cindi reveals how negativity bias and identity protection can cause managers to lose sight of the vast majority of customers who are actually wonderful. She offers practical strategies to reframe hard moments, reset individual and team energy, and protect your people.
If you’ve ever dealt with a difficult customer and wondered how they got into your head, this podcast is for you.
 
Episode Highlights:
Why managers sometimes grow to dislike their customers
What your energy might be saying about you 
A simple reframe that can shift how you handle tough customers 
Dealing with difficult customers
The mindset and message your team needs to stay sane
 
Watch This Episode on YouTube: https://youtu.be/k3QMLqP5jVs
 
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Ep 73 - Why Great Managers Listen Closely and What Happens When They Don’t with Darrin Griffin, Ph.D.

Great managers listen as much—or more than—they talk.
In this episode, Cindi Baldi is joined by Darrin Griffin, a communication and listening expert and faculty member at the University of Alabama. Darrin shares why listening is one of the most overlooked yet powerful leadership skills and how leaders at every level can use it to build trust and improve decision-making.
Cindi and Darrin unpack the common traps leaders fall into when they confuse authority with insight, and talk about why curiosity and humility are essential management skills. They also share practical strategies for asking better questions, engaging more deeply with your team, and recognizing the costs of not listening.
If you’ve ever wondered how to expand your influence and impact as a leader, this episode will show you why better listening is a key to building stronger teams and improving your results.
Episode Highlights:
Why listening is an essential management skill
The difference between hearing and listening
What happens when leaders stop listening
How curiosity and humility can strengthen leadership
Practical ways to improve your listening
The costs of ignoring feedback 
 
Dr. Darrin Griffin is an Associate Professor at the University of Alabama. An expert on communication and group performance, with an emphasis on non-verbal communication, he has authored several books and scholarly articles in the field of communication. Darrin holds a PhD in communication from SUNY Buffalo and an MA from the University of Texas at Austin.
Listen to another Management Muse episode with Darrin Griffin on Non-verbal Communication: https://bit.ly/3HrWSvO
 
Watch This Episode on YouTube: https://youtu.be/uiSUo5ZVBqo
 
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Ep 72 - What to Do When Trusty Old Behaviors Stop Working

Trusty old habits that are no longer working are one of the hardest things to change. In this episode, Cindi Baldi and Geoff Tumlin explore why it’s so difficult to let go of ingrained behaviors, especially when they’re tied to our identity. From hard-charging leaders learning to slow down to founders blinded by past wins, Cindi and Geoff share the subtle but vital signals that it’s time to change. Cindi and Geoff explain why success often makes change much harder, and they share practical ways to try new approaches before old habits derail progress.
If you’re concerned that you might have ingrained behaviors that are no longer working like they used to, this episode will help you think through how to adapt to your new circumstances and alter your habits for greater success today.
 
Episode Highlights:
Why ingrained behaviors can become big roadblocks
How success makes changing habits harder
Signs your go-to approach is no longer working
The role of identity in resisting change
Why smart people sometimes don’t adapt
Simple ways to experiment with new behaviors
Thinking about behavior change differently 
 
Watch This Episode on YouTube: https://youtu.be/LpDN0vHODDo
 
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Ep 71 - Creating a Sense of Urgency

Most leaders know they need to motivate their teams but creating genuine urgency is tricky because too much burns people out and too little does nothing. In this episode, Cindi Baldi and Geoff Tumlin explore why urgency can be a powerful catalyst for performance or a recipe for trouble when it’s overdone.
Cindi and Geoff break down how to recognize when urgency is lacking, what happens when there’s too much, and the leadership behaviors that help teams focus without depleting their energy reserves. From cranking up urgency without burning people out to getting everyone aligned on priorities, this episode shares a fresh take on getting things done.
Whether you’re trying to hit a critical deadline or rally your team around a new initiative, you’ll learn how to inspire action at the right pace for enduring results.
 
Episode Highlights:
The difference between urgency and constant pressure
How to diagnose when urgency needs to be cranked out 
Why overusing urgency leads to burnout and disengagement
Leadership strategies for creating the right level of momentum
Balancing speed with sustainability
Making sure that urgency drives results, not chaos
 
Watch This Episode on YouTube: https://youtu.be/YHAaI3_KqSU
 
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Ep 70 - Why Great Teams Argue

Arguing gets a bad reputation at work, but not arguing is even worse. In this episode, Cindi Baldi and Geoff Tumlin unpack why arguing—which can be productive—isn’t the problem, fighting—which is never productive and is sometimes harmful—is. From boardrooms to break rooms, learning to disagree without derailing a conversation is one of the most valuable and underrated leadership skills.
Cindi and Geoff explore the surprising science behind healthy disagreement, they talk about why groups that avoid conflict underperform, and they describe how to build teams that can handle tough conversations without damaging relationships.
Whether you're leading a team or just navigating the politics of office life, this episode will teach you how to argue productively and keep conversations on track even when the discussion gets uncomfortable.
 
Episode Highlights:
Why arguing isn’t a problem
The difference between arguing and fighting
How psychological safety supports healthy disagreement
Why high-performing teams don’t avoid conflict
Tools for keeping difficult conversations constructive
What to do when emotions start to take over
How to test solutions, remedies, and experiments without raising the stakes
 
Watch This Episode on YouTube: https://youtu.be/QZQVeHeCfdY
 
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Ep 69 - Restoring Trust in Your Company

What happens when trust starts to slip inside an organization?
In this episode, Cindi Baldi and Geoff Tumlin unpack the powerful signals that shape how people feel about fairness at work and why perceived injustice can quietly undermine morale, loyalty, and performance. They examine how a lack of clarity around decisions and communication often leaves teams feeling unsettled, even when leaders have good intentions.
Cindi and Geoff also explore what managers can do to strengthen organizational trust, create transparency without over explaining, and respond to tough moments in ways that preserve connection and culture. Tune into this episode for practical strategies on leading with clarity, strengthening team morale, and building lasting trust.
 
Episode Highlights:
How fairness shapes trust 
The cost of confusion and ambiguity
How leaders handle disappointment without damaging morale
Ways to deliver bad news while preserving trust and transparency
The hidden signals that shape how people interpret fairness at work
How consistent communication helps teams feel more secure and valued
 
Watch This Episode on YouTube: https://youtu.be/AqbKdwXgYz4
 
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Ep 68 - Why Organizational Change Often Fails

Why do organizational change efforts so often fail despite good intentions and careful planning? In this episode, Cindi Baldi and Geoff Tumlin explore the real reasons why change efforts often stall or backfire.
They explore why timing really matters, how energy and momentum often get overlooked, and what it takes to avoid the death-spiral of sustained change resistance. From getting early traction to building a critical mass, Cindi and Geoff offer a fresh perspective on how to lead organizational change that lasts.
Whether you’re launching a new initiative or trying to shift long-standing patterns of behavior, this episode will help your organizational change efforts succeed more often.
 
Episode Highlights:
Why change feels so painful at the start
How to structure change to build early momentum
What organizations get wrong about timelines and capacity
How to use experimentation to reduce risk
The role of influential team members in successful rollouts
Why managing expectations is critical for long-term success
 
Watch This Episode on YouTube: https://youtu.be/7EC_9zhc2Xk
 
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Ep 67 - How to Create a Company People Don’t Want to Leave

Why do some companies keep their people forever, while others struggle with constant turnover? In this episode, Cindi Baldi and Geoff Tumlin explore the qualities that make organizations “sticky,” that is, the kind of workplaces where people feel invested, energized, and committed for the long haul.
Cindi and Geoff discuss what makes a culture magnetic, from strong identity and a clear purpose to how leaders create connection, opportunity, and growth. This conversation challenges the common belief that perks and pay mostly keep people around, and instead focuses on what other drivers of long-term loyalty.
If you’re trying to build a company people never want to quit, this episode will help you understand what makes for sticky organizations.
 
Episode Highlights:
How sticky organizations retain top talent
Why purpose and identity drive employee loyalty
Leadership behaviors that increase long-term commitment
How to design a culture people like
Why clarity and connection matter more than perks
What organizations get wrong about retention
 
Watch This Episode on YouTube: https://youtu.be/cBypjFDxswA
 
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Ep 66 - Improv Secrets to Make You a Better Manager with Joel Zeff

How can the principles of improvisational comedy help you become a more effective manager? In this episode, Cindi Baldi is joined by keynote speaker and improv humorist Joel Zeff to explore how spontaneity, presence, and play fuel better leadership and teams.
Joel explains how improv principles like saying “yes, and” can create more open, collaborative workplace cultures. He explores the role of fun in building trust and engagement and offers a fresh take on what it means to lead with intention. In addition, Joel shares insights from his book Make the Right Choice, where he emphasizes how everyday decisions shape how we lead, communicate, and inspire those around us.
Whether you're looking to bring more energy to your team or find a new gear personally, this episode will help you lead with more confidence, connection, and purpose.
 
Want a free chapter of Joel’s book, Make the Right Choice?
Sign up for his emails here, then reply to the welcome email and mention you heard him on the Management Muse podcast. He’ll send you a chapter for free.
 
Episode Highlights:
How improv tools can build stronger team dynamics
Why fun isn’t frivolous when it comes to performance and morale
What comedians can teach managers
The connection between trust, risk-taking, and innovation
How to lead with presence, positivity, and purpose
Small choices leaders make to create a more connected workplace
 
Guest Bio:
Joel Zeff is a keynote speaker, work culture expert, and improvisational humorist who helps teams and leaders bring more energy, creativity, and connection to their work. With over 25 years of experience and 2,500 events under his belt, Joel has worked with companies like Wells Fargo, Samsung, and KPMG to create more collaborative and people-centered cultures.
Joel is the author of Make the Right Choice, a book that explores how everyday decisions impact our performance, build trust, and shape our leadership. Through sharp insights and good humor, Joel reminds us that great leadership often starts with small choices, a little fun, and a willingness to say “yes, and.”
LinkedIn: https://www.linkedin.com/in/joelzeff/
Website: https://www.joelzeff.com/
 
Watch This Episode on YouTube: https://youtu.be/tLoVm7ulm8Y
 
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Ep 65 - The Biggest HR Mistakes That Companies Make with Greg Waechter

HR departments are often misunderstood, underestimated, or ignored, but great HR can accelerate company growth. In this episode, Cindi Baldi sits down with HR expert Greg Waechter to explore the critical role HR should play in helping companies scale, support their people, and build better workplaces.
Cindi and Greg talk about the reasons HR often gets a bad rap and explore what effective HR looks like. Greg explains how HR can become more strategic and less bureaucratic, and why it’s essential to align HR with the pace and goals of the business. The conversation explains how companies can avoid common mistakes and build HR systems that support managers and employees.
Whether you're leading a company, managing a team, or navigating your own career, this episode will change the way you see the role of HR in your business.
 
Episode Highlights:
Why traditional HR models often fail in fast-growing companies
The most common HR mistakes companies make
How to build scalable HR systems that support performance
Why early-stage startups need HR earlier than they think
How effective HR drives retention, culture, and employee engagement
The difference between tactical HR support and long-term HR strategy
What to look for in your first or next HR hire
 
Guest Bio:
Greg Waechter is a seasoned HR leader and founder of Super Simple HR. With a proven track record of scaling fast-growing companies, Greg helps startups build strategic, people-first HR systems that boost performance, culture, and retention. Known for cutting through corporate jargon, he delivers straightforward, actionable HR solutions that make work better for employees and easier for leaders. From scrappy startups to IPO-bound enterprises, Greg’s expertise turns complex people challenges into simple, effective strategies that drive real business growth.
 
LinkedIn: https://www.linkedin.com/in/gregwaechter
Super Simple HR: https://supersimplehr.com/about-us
 
Watch This Episode on YouTube: https://youtu.be/lZIQRkRkinU
 
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