In this episode, Steve Fretzin and Viki Johnston discuss:

Navigating the transition from individual contributor to effective leader
Developing communication skills that foster trust and clarity
Understanding how mindset and self-awareness shape professional success
Using behavioral tools to improve collaboration and team dynamics

Key Takeaways:

Role-playing in training helps managers safely practice difficult conversations, allowing them to fail, debrief, and improve without real-world consequences.
Poor listening is a critical leadership flaw; most people are merely waiting to talk instead of truly hearing others, especially in virtual settings.
Paraphrasing not only shows active listening but also gives the speaker space to correct misunderstandings, reducing conflict and enhancing clarity.
Undervaluing your services, often due to internal narratives or low self-worth, can hurt both your business and client relationships—a lesson learned after undercharging for years.

"We think we can multitask. We really can’t. We can’t think and listen to somebody at the same time." — Viki Johnston

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About Viki Johnston: Viki Johnston is an entrepreneur, Training Consultant with over 25 years of her career dedicated to professional training. She designs and delivers soft skills classroom training that is customized to a client’s exact requirements, across a range of subjects. Her in-depth knowledge of Customer Service and Business Management allows Viki to provide an exceptionally high level of learning facilitation and consultancy across a wide range of industries.

Viki is British, a Master Practitioner of NLP (Neuro-Linguistic Programming), DiSC certified, and Certified in Applied Improvisation. She currently lives in Irvine, Southern California, with her husband and daughter. She is a self-confessed lifelong learner with a passion for helping others experience light bulb moments and achieve their own goals.