The Leadership Crucible Podcast

Mediocre customer service doesn’t just annoy people — it quietly destroys your reputation, revenue, and retention. In this episode of The Leadership Crucible Podcast, Retired Fire Chief Randy Bruegman sits down with customer experience strategist and bestselling author Stephen Merrill to unpack why “just-okay service” is more dangerous than outright failure — and what leaders can do to fix it.With insights from his book The Customer Service Cookbook, Stephen breaks down actionable strategies for transforming your team’s culture, empowering frontline employees, and creating unforgettable customer experiences — without needing a billion-dollar budget or a complete company overhaul. He challenges leaders to stop blaming customers, start training with clarity, and embrace service as a daily discipline that builds long-term loyalty.Whether you’re leading a public safety agency, a real estate office, or a startup on the rise, this episode will change the way you think about culture, coaching, and consistency — and show you why the smallest service details often have the biggest impact.IN THIS EPISODE:00:00 – Intro: Meet Stephen Merrill, Customer Experience Specialist03:02 – Why “Just-Okay Service” Is the Silent Killer of Business06:40 – The Real Cost of Burnout, Bad Attitudes & Busy Culture10:05 – What Great Leaders Do to Build Empowered Teams13:48 – Recipes vs. Rhetoric: Turning Values Into Action17:32 – The Hidden Link Between Leadership and Customer Experience20:45 – Training That Works: “Model It, Teach It, Expect It”24:20 – Real-World Lessons from Real Estate & Retail28:05 – How to Coach Without Micromanaging31:44 – Building Culture That Scales: Systems vs. Slogans35:30 – Final Reflections: Your Reputation Is Your MenuABOUT STEPHEN:Stephen Merrill is a customer experience specialist, keynote speaker, and the founder of SWAN – Service Without All the Nonsense, where he helps organizations simplify service by cutting out complexity and focusing on human connection. He’s also the bestselling author of The Customer Service Cookbook — a field manual for leaders who want to build systems and cultures that deliver remarkable results.Stephen leads growth & development at Keyes Realtors and has trained over 4,000 business owners across industries in retention, revenue growth, and service excellence. His approach blends hospitality, empathy, and operational rigor — teaching leaders to see service as a design challenge, not a cost center. He lives at the intersection of practical systems and relational leadership — turning everyday interactions into loyalty-building moments.LINKS & RESOURCES:- Customer Service Cookbook by Stephen Merrill (https://tinyurl.com/u3jufes5) - Stephen Merrill | YouTube (https://www.youtube.com/@StephenMerrillService) - Stephen Merrill | LinkedIn (https://www.linkedin.com/in/stephen-merrill-921273174/) - Stephen Merrill | Instagram (https://www.instagram.com/stephenmerrill_)- SWAN | Service Without All The Nonsense (https://www.greatservicestartshere.com/) LISTEN & SUBSCRIBE:- YouTube (https://www.youtube.com/@theleadershipcrucible) - Apple Podcasts (https://tinyurl.com/5f2mxvfj) - Spotify (https://tinyurl.com/5xvp5wyu) CONNECT WITH US:- The Leadership Crucible Foundation | Web (https://www.theleadershipcruciblefoundation.org/) - The Leadership Crucible Foundation | Facebook (https://www.facebook.com/theleadershipcruciblefoundation) - The Leadership Crucible Foundation | LinkedIn (https://www.linkedin.com/company/the-leadership-crucible-foundation/) - Chief Bruegman | Instagram (https://instagram.com/chiefbruegman) - Leaders of Tomorrow Podcast (https://www.theleadershipcruciblefoundation.org/leaders-of-tomorrow-podcast)MUSIC CREDITS:- Fanfare For The Common Man- Valleys - Inward Oceans (MB01PQG1DRXCHR3)- This Is The Good Life (Instrumental) - MOONWATER (MB01CTIIAZV80UU)

Public trust in law enforcement has never been more important — or more complex. In this episode of The Leadership Crucible Podcast, Retired Fire Chief Randy Bruegman sits down with Commissioner Sean Duryee, the 17th Commissioner of the California Highway Patrol (CHP), to explore how one of the largest state police agencies in the nation is navigating change.Commissioner Duryee offers a clear, thoughtful look into the internal and external pressures facing public safety leaders today. With a 27-year career spanning every rank in the CHP, his perspective reflects both operational experience and a deep commitment to service. This conversation addresses the challenges of modern policing, from recruiting and retaining the next generation of officers, to embracing transparency, technology, and training that meets today’s demands.Rather than relying on rhetoric or soundbites, Commissioner Duryee speaks to the steady, values-based leadership required to steward a department of over 11,000 employees and a $3.2 billion budget — all while serving millions of Californians.For anyone interested in public leadership, civic responsibility, or how large institutions evolve with integrity, this episode provides timely and practical insight.IN THIS EPISODE:00:00 – Intro: Meet Commissioner Sean Duryee03:25 – The Weight of Leading 11,000 Officers06:40 – Inside the CHP: Scale, Structure, and Mission09:10 – From U.S. Army to CHP: A Journey of Service13:48 – Leading Through Crisis: Mental Health & Critical Incidents17:32 – Culture Change Starts With Listening21:05 – Recruitment, Retention & the New Generation of Officers25:12 – Transparency, Training, and Public Trust28:47 – Technology, Body Cams, & Accountability31:44 – Coaching Basketball and Staying Grounded34:30 – The Power of Humility in Law Enforcement37:15 – Final Reflections: Why Bold Leadership MattersABOUT COMMISSIONER DURYEE:Sean Duryee is the 17th Commissioner of the California Highway Patrol (CHP), appointed by Governor Gavin Newsom in 2023. A 27-year veteran of the CHP and a U.S. Army veteran, Commissioner Duryee now leads the nation’s largest state police agency, overseeing a $3.2 billion operational budget and nearly 11,000 sworn officers and civilian employees tasked with protecting millions across the Golden State.Commissioner Duryee has held every rank in the Department since entering the CHP Academy in 1998, rising through roles such as Academy Instructor, Commander of the Commercial Vehicle Section, Special Representative to the Legislature, Executive Assistant to the Commissioner, and Deputy Commissioner. His leadership has been pivotal in modernizing officer training and advancing public safety initiatives, including the implementation of the Advanced Officer Safety Training Program. He is also a recipient of the Governor’s Employee Safety Award.Beyond his official duties, Duryee is a lifelong servant leader. He’s taught community self-defense courses, mentored youth through local church groups, and spent over a decade coaching high school basketball, where he currently serves as a varsity women’s head coach.Commissioner Duryee holds an A.A. in Sociology from Sacramento City College and a B.A. in Criminal Justice Management from Union Institute & University. He is a graduate of the FBI National Executive Institute (Class #47). His leadership is marked by a firm belief in community service, integrity, and fair and impartial policing — qualities he brings to a new era of law enforcement in California.LINKS & RESOURCES:- Sean Duryee | LinkedIn (https://www.linkedin.com/in/sean-duryee-94b40a36a/)   - California Highway Patrol (https://www.chp.ca.gov/) - YouTube | California Highway Patrol (https://www.youtube.com/user/TheCHPChannel)- Facebook | California Highway Patrol (https://www.facebook.com/chp/)  LISTEN & SUBSCRIBE:- YouTube (https://www.youtube.com/@theleadershipcrucible) - Apple Podcasts (https://tinyurl.com/5f2mxvfj) - Spotify (https://tinyurl.com/5xvp5wyu) CONNECT WITH US:- The Leadership Crucible Foundation | Web (https://www.theleadershipcruciblefoundation.org/) - The Leadership Crucible Foundation | Facebook (https://www.facebook.com/theleadershipcruciblefoundation) - The Leadership Crucible Foundation | LinkedIn (https://www.linkedin.com/company/the-leadership-crucible-foundation/) - Chief Bruegman | Instagram (https://instagram.com/chiefbruegman) - Leaders of Tomorrow Podcast (https://www.theleadershipcruciblefoundation.org/leaders-of-tomorrow-podcast)MUSIC CREDITS:Fanfare For The Common ManAscend - Waes Hael (MB018SYEBHE3TNL)This Is The Good Life (Instrumental) - MOONWATER (MB01CTIIAZV80UU)

“I lived in my car at 18. Now I run one of America’s top cities.” That’s not a soundbite. It’s the real story of Mike Goodrum — the City Manager of Sugar Land, Texas — and a living example of how resilience, empathy, and leadership collide.In this episode of The Leadership Crucible, retired Fire Chief Randy Bruegman sits down with Mike for a brutally honest conversation about what it really takes to lead in public service today. From surviving homelessness to leading through the Parkland High School shooting, Mike shares how hardship shaped his leadership philosophy — and why building trust in government starts with transparency, not perfection.You’ll hear about the problem with political theater, why city leaders must embrace relevance over tradition, and how servant leadership rooted in vulnerability can transform communities from the inside out.This episode isn’t just for public officials. It’s for anyone who wants to lead with heart, build better systems, and create cultures that don’t just survive, but thrive.00:00 – Intro:From Homeless Teen to City Manager03:15 – The Broken Culture of “Perfection” in Government06:42 – Why Empathy Builds Better Leaders10:38 – Surviving the School Shooting Response14:55 – Rebuilding Trust with Transparency18:00 – “Political Theater Is Killing Progress”21:32 – Culture Isn’t Buzzwords — It’s Behavior25:44 – What Young Leaders Need to Know About Relevance28:51 – Humility, Partnership, and the Puzzle of Public Service33:17 – What Real Resilience Looks Like in Leadership36:48 – Final Thoughts: Leading With Purpose and PerspectiveABOUT MIKE:Mike Goodrum is the City Manager of Sugar Land, Texas, where he leads a diverse, inclusive, and award-winning community of over 110,000 residents with a focus on innovation, resilience, and people-first leadership.With more than 25 years in local government — including previous roles as Assistant City Manager of Sugar Land and City Manager of Coral Springs, Florida — Mike brings deep experience in public administration, civic engagement, and organizational development. He currently leads a team of 900+ employees and manages a $350M+ budget, all while maintaining Sugar Land’s AAA bond rating, lean staffing model, and top-tier satisfaction scores from citizens and employees alike.Mike is an ICMA Credentialed Manager and a graduate of Texas A&M University. He’s passionate about building high-performance organizations that blaze new trails — relentlessly pursuing the good so that residents, employees, and businesses can enjoy a life better than they imagined.Whether navigating a city through a mass tragedy like the Parkland school shooting or pioneering transparent governance through crises like COVID, Mike’s leadership is defined by humility, relevance, and results.LINKS & RESOURCES:- Mike Goodrum | LinkedIn (https://www.linkedin.com/in/michaelgoodrum25/)  - City of Sugar Land (https://www.sugarlandtx.gov/) - City of Sugar Land | Instagram (https://www.instagram.com/sugarlandtxgov)  LISTEN & SUBSCRIBE:- YouTube (https://www.youtube.com/@theleadershipcrucible) - Apple Podcasts (https://tinyurl.com/5f2mxvfj) - Spotify (https://tinyurl.com/5xvp5wyu) CONNECT WITH US:- The Leadership Crucible Foundation | Web (https://www.theleadershipcruciblefoundation.org/) - The Leadership Crucible Foundation | Facebook (https://www.facebook.com/theleadershipcruciblefoundation) - The Leadership Crucible Foundation | LinkedIn (https://www.linkedin.com/company/the-leadership-crucible-foundation/) - Chief Bruegman | Instagram (https://instagram.com/chiefbruegman) - Leaders of Tomorrow Podcast (https://www.theleadershipcruciblefoundation.org/leaders-of-tomorrow-podcast)MUSIC CREDITS:Fanfare For The Common ManThis Is The Beginning (Instrumental) - Lights & Motion (MB01ZYTIXH84LK9)This Is The Good Life (Instrumental) - MOONWATER (MB01CTIIAZV80UU)

Dr. Gav Schneider, a martial artist and risk strategist, discusses the urgent need for modern leaders to adopt resilience as a core competency. He reveals why traditional risk management fails, emphasizing that most strategies are overly reactive and disconnected from real decision-making. Dr. Schneider introduces his innovative Presilience® framework, advocating for a proactive mindset focused on opportunities. He also explores the importance of emotional intelligence, adaptability, and learning cultures to enhance organizational resilience, especially in times of disruption.

Great leaders don’t just give feedback—they model it. And in a culture where trust is eroding, avoidance is normalized, and conflict is feared, feedback may be one of the most urgent leadership tools we have.In this episode, Chief Randy Bruegman sits down with Margie Mauldin, bestselling author of Feedback Revolution and founder of Executive Forum, to unpack how feedback done right can shape culture, unlock growth, and define legacy. With over 30 years of experience coaching leaders across corporate, government, and nonprofit sectors, Margie shares how feedback can move from fear to focus—and why most leaders wait too long to say what needs to be said.You’ll hear how a fractured business relationship led her to take a bold leap of ownership, how Stephen Covey mentored her through her early years, and how one conversation with her son changed the trajectory of her career. She unpacks the difference between motivation and ability, the role of emotional preparation in giving feedback, and why ego and time are the two biggest enemies of honest communication.This conversation is more than professional development—it’s a personal challenge. Whether you lead a city department or a startup team, Margie’s clarity and conviction will help you build the kind of culture people want to be part of—and grow in.ABOUT MARGIE:Marjorie (Margie) Mauldin, Executive Forum’s owner and president, is an energetic and creative leader. In the past 30 years, Margie has earned the trust of the Denver business community as an entrepreneur and successful business owner.  She effectively manages Executive Forum’s global client list that includes a variety of compelling projects such as strategic planning for the National Renewable Energy Laboratory, Colorado and Arizona state departments of transportation and iLoveFeedback® certification and training for IHS Markit, Pinal County (AZ), City & County of Denver, Arapahoe County (CO), Riverside County (CA), State of Michigan, University of Alberta (CAN), South Metro Fire Rescue Authority, City of Aurora, Department of the Army, Department of Housing and Urban Development, the National Parks Service and Comcast. Presentations include the 2014 Correctional Accreditation Manager’s Association, 2015 NeighborWorks Training Institute, 2016 ATD International Training Conference and Expo, 2017 International Brain Summit, the 2017 and 2018 Rocky Mountain Project Management Symposium, 2018 National Organization of Trusted Advisors and the 2019 Strategic Government Resources Servant Leadership Conference.  Scheduled presentations include the 2019 Western Region IPMA-HR Annual Conference and the 2019 COSHRM State Conference.  Margie’s best-selling book, Feedback Revolution: Building Relationships & Boosting Results, now in its second printing, focuses on organizational culture, performance review systems, employee engagement, communication and accountability.LISTEN & SUBSCRIBE:- YouTube (https://www.youtube.com/@theleadershipcrucible) - Apple Podcasts (https://tinyurl.com/5f2mxvfj) - Spotify (https://tinyurl.com/5xvp5wyu) LINKS & RESOURCES:- Executive Forum (https://executiveforum.net/)- Feedback Revolution Book (https://tinyurl.com/yc76ew6w)CONNECT WITH US:- The Leadership Crucible Foundation | Web (https://www.theleadershipcruciblefoundation.org/) - The Leadership Crucible Foundation | Facebook (https://www.facebook.com/theleadershipcruciblefoundation) - The Leadership Crucible Foundation | LinkedIn (https://www.linkedin.com/company/the-leadership-crucible-foundation/) - Chief Bruegman | Instagram (https://instagram.com/chiefbruegman) - Leaders of Tomorrow Podcast (https://www.theleadershipcruciblefoundation.org/leaders-of-tomorrow-podcast)

Fire service is evolving — and so is the way we train its leaders. In this forward-thinking episode, Chief Randy Bruegman sits down with Joe Bennett, Director of Fire Service Training at Oklahoma State University-Oklahoma City, to explore how one of the nation’s most respected hands-on programs is reshaping firefighter education. But this isn’t just about tactical skills — it’s about forming character, cultivating leadership, and preparing the next generation for a world of complex challenges.With decades of experience in fire service, education, and executive development, Joe unpacks what makes OSU’s program different — from immersive simulations to leadership-driven coursework that pushes students beyond the fireground. You’ll hear about how mentorship is built into the curriculum, why OSU’s model is drawing national attention, and what every leader can learn from the fire service’s values of discipline, humility, and service.Whether you’re a fire chief, a public safety professional, or an educator shaping tomorrow’s leaders, this episode will challenge your assumptions about technical training — and inspire you to think bigger about what real leadership development looks like.0:00:00 — Introduction00:02:15 — Joe’s Journey from Firefighter to Program Director00:06:32 — What Makes OSU’s Fire Program So Unique00:11:45 — Building Leadership Through Simulation and Scenario-Based Training00:17:08 — The Critical Role of Mentorship in Developing the Next Generation00:21:30 — Bridging Tactical Excellence with Emotional Intelligence00:25:40 — Challenges Facing Fire Service Education Today00:30:10 — What Every Sector Can Learn from the Fire Service00:33:55 — Final Reflections: The Future of Hands-On Leadership TrainingABOUT JOE:Joe Bennett serves as the Director of the Fire Science Program at Oklahoma State University–Oklahoma City (OSU-OKC), where he leads one of the nation’s most forward-thinking fire service education programs. Under his leadership, the program has experienced 65% growth in enrollment—defying national trends in higher education—through strategic partnerships, community engagement, and a relentless focus on relevance and innovation.Bennett oversees a diverse instructional team delivering hands-on and academic training across four flagship initiatives: the Structural Firefighter Training Program, the Fire Investigator Training Program, the Unmanned Aircraft Systems (UAS) Program, and a new Tactical Fitness Program for firefighters. He also designed and launched a statewide workforce development initiative that enables high school students to graduate as certified structural firefighters—accelerating both access and impact.Beyond the classroom, Bennett has positioned OSU-OKC as a hub for national and international collaboration, hosting events such as the Women’s Tactical Performance Conference, the Firefighter Challenge League Southwest Divisional Championship, and the 2025 National Championship. His leadership style centers on team development, faculty empowerment, and mission-aligned growth.With a passion for shaping future-ready leaders, Bennett continues to advance the fire service by blending operational excellence, strategic thinking, and a deep commitment to service. His work is not only transforming firefighter education — it’s building a new model for leadership development in public safety.LISTEN & SUBSCRIBE:- YouTube (https://www.youtube.com/@theleadershipcrucible) - Apple Podcasts (https://tinyurl.com/5f2mxvfj) - Spotify (https://tinyurl.com/5xvp5wyu) RESOURCES:- Oklahoma State | Fire Service Training (https://www.osufst.org/) - Joe Bennett | LinkedIn (https://www.linkedin.com/in/joe-bennett-22717581)  - Servant Leadership by Robert Greenleaf (https://tinyurl.com/3k59fej8) - One-Minute Manager by Ken Blanchard (https://tinyurl.com/4hsdmh3r) CONNECT WITH US:- The Leadership Crucible Foundation | Web (https://www.theleadershipcruciblefoundation.org/) - The Leadership Crucible Foundation | Facebook (https://www.facebook.com/theleadershipcruciblefoundation) - The Leadership Crucible Foundation | LinkedIn (https://www.linkedin.com/company/the-leadership-crucible-foundation/) - Chief Bruegman | Instagram (https://instagram.com/chiefbruegman) - Leaders of Tomorrow Podcast (https://www.theleadershipcruciblefoundation.org/leaders-of-tomorrow-podcast)MUSIC CREDITS:Fanfare For The Common ManFace - Meaning Machine (MB01IE1PXOUK6GH)This Is The Good Life (Instrumental) - MOONWATER (MB01CTIIAZV80UU)

Leadership isn’t about titles — it’s about trust. And right now, trust is breaking down at every level. In this compelling conversation, Chief Randy Bruegman sits down with retired U.S. Navy Rear Admiral Mike Studeman — former Director of Intelligence for both the U.S. Indo-Pacific and Southern Commands — to explore why America’s greatest threat may not be geopolitical, but moral. With 35 years of military service, global intelligence leadership, and national security briefings behind him, Admiral Studeman brings unmatched clarity to the character crisis shaping modern leadership.Drawing from defining moments in his career — from leading multi-national teams to confronting senior leaders with uncomfortable truths — Admiral Studeman unpacks what he calls iron integrity: the kind of moral courage forged in small, unseen decisions long before crisis strikes. You’ll hear his early lessons in accountability (including a story involving a marble, a Mercedes, and a summer’s worth of babysitting money), his philosophy of speaking truth to power, and his take on how moral compromise at the highest levels erodes the very foundation of democracy.But this isn’t just about national security or military leadership. It’s about the everyday choices that shape who we become — and whether we can be trusted when the stakes are highest. Whether you’re a young professional or a seasoned executive, this episode will challenge you to rethink how you lead, who you admire, and what kind of legacy you’re building.0:00:00 — Introduction00:01:53 — A Childhood Lesson in Accountability (and a Cracked Windshield)00:05:35 — What “Iron Integrity” Really Means00:10:17 — Character, Compromise, and the Collapse of Trust00:13:26 — Leading Through Ambiguity and Global Complexity00:17:57 — Humility, Empathy, and Building International Partnerships00:23:40 — Moral Gray Areas: Justice vs. Mercy, Short-Term vs. Long-Term00:28:28 — The Cost (and Power) of Speaking Truth to Power00:33:50 — Advice for Young Leaders: Learning, Modeling, and Courage00:41:48 — Global Challenges, Civic Responsibility, and the Medici Effect00:49:05 — Social Media, Civility, and the Need for Moral Maturity00:51:40 — Final Reflections: Choosing the Harder RightAbout Mike:Rear Admiral Mike Studeman (Ret.) is one of the nation’s most respected national security professionals, with more than three decades of global leadership across intelligence, foreign policy, and defense. A retired U.S. Navy flag officer and former Commander of the Office of Naval Intelligence, Studeman has led intelligence operations at every level — tactical, strategic, joint, and interagency — supporting combat missions from Desert Storm to Afghanistan and shaping strategy against threats from China, Russia, Iran, and North Korea.As Director of Intelligence (J2) for both U.S. Indo-Pacific Command and U.S. Southern Command, Studeman provided critical assessments that shaped America’s global posture. He also commanded the Joint Intelligence Operations Center at U.S. Cyber Command and remains a recognized authority on Asia-Pacific affairs, with deep expertise on China’s global ambitions.Appointed by President George W. Bush as a White House Fellow in 2005, Studeman is the only naval officer to have served as Special Assistant to the Chief of Naval Operations, the Vice Chief, and the U.S. Fleet Forces Commander. He holds distinguished academic honors in Mandarin Chinese, Asian affairs, and strategic studies, and is a graduate of the College of William and Mary, the Defense Language Institute, the Naval Postgraduate School, and the National War College.Now retired from active duty, Studeman continues to advise top organizations on leadership, resilience, and national security. He is the author of Might of the Chain: Forging Leaders of Iron Integrity, a powerful call to rebuild trust in a fractured world. He lives with his college sweetheart and is the proud father of two sons.LISTEN & SUBSCRIBE:- YouTube (https://www.youtube.com/@theleadershipcrucible) - Apple Podcasts (https://tinyurl.com/5f2mxvfj) - Spotify (https://tinyurl.com/5xvp5wyu) RESOURCES:- Mike Studeman | Web (https://www.mikestudeman.com/ ) - Mike Studeman | LinkedIn (https://www.linkedin.com/in/mikestudeman/) - Mike Studeman | X (https://x.com/mikestudeman) - Mike’s Book | Might Of The Chain: Forging Leaders of Iron Integrity (https://tinyurl.com/aemtshbk)- Media Bias Chart (https://app.adfontesmedia.com/chart/interactive) CONNECT WITH US:- The Leadership Crucible Foundation | Web (https://www.theleadershipcruciblefoundation.org/) - The Leadership Crucible Foundation | Facebook (https://www.facebook.com/theleadershipcruciblefoundation) - The Leadership Crucible Foundation | LinkedIn (https://www.linkedin.com/company/the-leadership-crucible-foundation/) - Chief Bruegman | Instagram (https://instagram.com/chiefbruegman) - Leaders of Tomorrow Podcast (https://www.theleadershipcruciblefoundation.org/leaders-of-tomorrow-podcast)MUSIC CREDITS:Fanfare For The Common ManEvermore - Generdyn (MB01GPT0VQK4JM2)This Is The Good Life (Instrumental) - MOONWATER (MB01CTIIAZV80UU)

Crisis leadership isn’t about reacting faster — it’s about thinking differently. In this powerful conversation, Chief Randy Bruegman sits down with Melissa Agnes, founder of the Crisis Ready® Institute and one of the world’s most trusted voices on crisis management, to explore why most organizations fail before the crisis even starts — and how the best leaders prepare for pressure long before it arrives.Drawing from her work with NATO, the Pentagon, Fortune 500 companies, and major municipalities, Melissa unpacks the Crisis Ready® model — a three-part framework built on mindset, skillset, and capability.But this isn’t just a checklist. It’s a call to lead with emotional intelligence, clarity, and conviction — especially when the stakes are high.You’ll hear stories of courageous leadership that saved millions, strategies for navigating disinformation and digital chaos, and practical tools to turn fear-based reactions into trust-building responses. Whether you’re leading a business, a government agency, or a community organization, this episode will challenge the way you think about crisis — and equip you to lead with greater strength, humanity, and purpose.0:00:00 - Introduction00:02:35 - Melissa’s Path Into Crisis Leadership00:08:13 - Why Most Organizations Fail Before Crisis Hits00:13:41 - The Crisis Ready® Model: Mindset, Skillset, Capability00:19:00 - Case Study: $9 Million Saved Through Courageous Leadership00:24:23 - Crisis Leadership in the Age of AI, Disinformation, & Chaos00:28:51 - Advice for the Next Generation of Leaders00:34:08 - Final Thoughts: Leading With Connection, Not ControlAbout Melissa:Melissa Agnes is a globally recognized thought leader, author, and strategist in crisis communication and leadership resilience. As the Founder and CEO of the Crisis Ready® Institute, she developed the widely adopted Crisis Ready® Model—a five-phase framework that helps organizations anticipate risk, respond with clarity, and build unshakable trust, even in the face of high-stakes disruption. Her work equips leaders and organizations to not only survive crises, but emerge stronger because of them.Melissa is the author of the best-selling book Crisis Ready: Building an Invincible Brand in an Uncertain World, which was named one of Forbes’ Top 10 Business Books of 2018. Her model is taught in universities across the globe, including Harvard, NYU, Columbia, and McGill. She’s served as a trusted advisor to top-level institutions such as NATO, the Pentagon, ministries of foreign affairs and defense, Fortune 100 companies, healthcare systems, municipalities, and non-profits—helping them embed strategic resilience into their culture before a crisis ever strikes.In addition to her consulting and executive coaching work, Melissa is a sought-after keynote speaker and media contributor. Her insights have been featured in outlets including Forbes, Wall Street Journal, USA Today, MSNBC, Bloomberg, Fox Business, and CNN. She has also delivered a TEDx talk in Los Angeles and continues to shape best practices in the field through her involvement with the International Association of Chiefs of Police (IACP), the Institute for Strategic Risk Management (ISRM), and her co-development of ISO 22361, the international standard for crisis management.Through her teaching, writing, and advisory work, Melissa Agnes is reshaping how leaders think about crisis—not as a moment to fear, but as a defining opportunity to lead with integrity, clarity, and care.LISTEN & SUBSCRIBE:- YouTube (https://www.youtube.com/@theleadershipcrucible) - Apple Podcasts (https://tinyurl.com/5f2mxvfj) - Spotify (https://tinyurl.com/5xvp5wyu) RESOURCES:- Melissa Agnes | Instagram (https://www.instagram.com/melissaagnes) - Melissa Agnes | LinkedIn (https://www.linkedin.com/in/melissaagnes/) - Melissa Agnes | YouTube (https://www.youtube.com/c/melissaagnes) - Leading Through Change With Melissa Anges | Podcast (https://crisisreadyinstitute.com/podcast/) - Crisis Ready Institute (https://crisisreadyinstitute.com/) - Melissa’s Book | Crisis Ready: Build An Invincible Brand In This Uncertain World (https://tinyurl.com/2hu7nssu) CONNECT WITH US:- The Leadership Crucible Foundation | Web (https://www.theleadershipcruciblefoundation.org/) - The Leadership Crucible Foundation | Facebook (https://www.facebook.com/theleadershipcruciblefoundation) - The Leadership Crucible Foundation | LinkedIn (https://www.linkedin.com/company/the-leadership-crucible-foundation/) - Chief Bruegman | Instagram (https://instagram.com/chiefbruegman) - Leaders of Tomorrow Podcast (https://www.theleadershipcruciblefoundation.org/leaders-of-tomorrow-podcast)MUSIC CREDITS:Fanfare For The Uncommon ManThis Is The Beginning (Instrumental) - Lights & Motion (MB01ZYTIXH84LK9)This Is The Good Life (Instrumental) - MOONWATER (MB01CTIIAZV80UU)

For more resources, visit: theleadershipcruciblefoundation.orgTo watch the video podcast on Youtube, click here.To download the Team Discussion Guide, click here.How did a basketball walk-on for Coach K become a powerhouse in the advertising world and beyond? Tune in to the Leadership Crucible Foundation podcast to unravel the captivating story of finding purpose through perseverance and seizing opportunities fearlessly.In this episode, you will lear about:Overcoming adversity: Learn valuable leadership lessons from navigating challenging circumstances and emerge stronger and more resilient.Fostering trust: Master the art of building trust in leadership roles to inspire confidence and loyalty among your team members.Seamless career transitions: Discover effective strategies for transitioning careers to ensure a smooth and successful shift to a new professional path.Technological impact on leadership: Embrace the transformative power of technology in leadership and leverage it to drive organizational success.Uncover purpose and meaning: Explore the keys to finding profound purpose and meaning in your career, leading to fulfillment and satisfaction.My special guest is Andy BerndtAndy Berndt, a seasoned professional, has transitioned from a successful tenure in advertising to a prominent role at Google. His extensive experience includes leadership positions at renowned organizations such as Ogilvy, where he played a pivotal role in the turnaround of the IBM account, and Chiat/Day, where he contributed to the relaunch of the Apple brand. Andy's impressive track record encompasses notable achievements, including overseeing the launch of the Apple online store and leading segments of the Microsoft account. His accomplishments have been widely recognized by industry bodies in the US and abroad, culminating in his induction into the Hall of Achievement in 2007. With a bachelor's degree in English Literature from Duke University and a background in basketball under Coach K, Andy's multifaceted journey exudes a wealth of expertise in navigating career transitions and finding purpose in professional pursuits.The key moments in this episode are:00:00:02 - Facing Adversity and Leadership 00:01:21 - Journey to Advertising 00:02:02 - Basketball and Leadership 00:10:39 - Life after Duke 00:14:23 - Working with Major Companies 00:15:32 - Unexpected Promotion 00:17:34 - Dream Job at Nike 00:19:21 - Meeting Steve Jobs 00:22:58 - Transition to IBM 00:27:20 - Evolution at Google 00:30:51 - Building Trust and Community in a Diverse World 00:32:26 - Navigating Disagreements in the Age of Social Media 00:33:24 - Making a Difference in Life 00:34:30 - Pursuing Meaningful Work 00:35:43 - Leaving a Lasting Legacy

For more resources, visit: theleadershipcruciblefoundation.orgTo watch the video podcast on Youtube, click here.To download the Team Discussion Guide, click here.Do you want to enhance your leadership effectiveness and build organizational resilience? Ready to discover the solution to achieve this result? Join Fire Chief Randy Bruegman and emergency management expert Patrick Van Horne as they delve into the challenges of leadership in changing environments and the strategies for disaster preparedness. Get ready to unlock the key to navigating complexity and leading with competence. Don't miss out on this insightful episode of the Leadership Crucible Foundation podcast!In this episode, we will cover these topics:Navigate Leadership Challenges in Changing Environments: Master the art of leading through uncertainty and change, ensuring organizational resilience and success.Cultivate Situational Awareness for Effective Leadership: Develop a keen understanding of your surroundings to make informed decisions and inspire confidence in your team.Overcome Personal Adversity to Forge Your Career Path: Harness the power of resilience to turn personal challenges into opportunities for professional growth and leadership development.Implement Disaster Preparedness Strategies for Organizational Resilience: Safeguard your organization against unforeseen events, ensuring continuity and stability.Elevate Leadership Effectiveness Through Competence: Acquire the skills and knowledge necessary to lead with confidence, driving organizational success and growth.My special guest is Patrick Van Horne Patrick Van Horne, a distinguished emergency management and homeland security professional, brings a wealth of expertise as a Marine veteran, consultant, and co-author of "Left of Bang: How the Marine Corps' Combat Hunter Program Can Save Your Life." His focus on disaster preparedness and security, coupled with a deep understanding of situational awareness and proactive violence prevention, provides valuable insights for leaders navigating changing environments and challenges. With a keen eye for enhancing leadership capabilities and guiding executives through complex organizational hurdles, Patrick's presence on the Leadership Crucible Foundation podcast promises to deliver impactful strategies and perspectives to foster enhanced leadership effectiveness and organizational resilience.The key moments in this episode are:00:00:03 - The Crucible of Adversity00:01:31 - Journey to the Military00:03:34 - Left of Bang Book00:06:15 - Behavioral Analysis and Situational Awareness00:13:14 - Left of Bang in Business00:15:39 - Building Organizational Capabilities00:18:37 - Life-Changing Moments00:20:02 - Team Rubicon's Mission00:23:15 - Leadership Lessons00:27:25 - The Current State of Leadership00:30:36 - Importance of Long-Term Thinking00:31:50 - Communication Challenges00:33:45 - Stability and Grounding in Leadership00:37:35 - Importance of Communication for Future Leaders00:38:20 - Pursuing Hard Things