In this episode of Speaking to Influence, Dr. Laura Sicola interviews Aundrea Mitchell, president of Customer Contact Services. Aundrea shares her experiences of handling a major error, turning a crisis into trust.

Hear how she faced the challenge head-on, communicated transparently, and built trust through teamwork and honesty. It’s a testament to the strength of partnership and the importance of owning up to mistakes. 💪✨

In this episode you will learn:

• Understanding your audience is crucial for effective communication.
• Tailoring your approach can lead to better results.
• Mistakes are opportunities for growth and building trust.
• Advocating for others can help unlock their potential.
• Self-awareness is key to improving communication skills.
• Simplicity can often lead to better solutions.
• Personality assessments can enhance team dynamics.
• Leaders should help find the right roles for their team members.
• Developing tact can improve interpersonal relationships.

About Aundrea Mitchell

Aundrea Mitchell is the President of CCS (Customer Contact Services), headquartered in Minnetonka, Minnesota, a Minneapolis suburb.

Before assuming her role as President in May 2020, she served as the company’s Director of Operations from July 2012 to May 2020. During that time she played a key role in the successful integration of several timely acquisitions, and the diversification of the CCS line of services from primarily telephone answering to a full suite of BPO (business process outsourcing) services.

Under her leadership, CCS passed 20 million client contacts and achieved a 98% first call resolution rate, placing it among the industry’s best.

You can connect with Aundrea Mitchell in the following ways:

• LinkedIn: https://www.linkedin.com/in/aundrea-mitchell-06746370/

• Customer Contact Services website: https://www.yourccsteam.com/

You can connect with Dr. Laura Sicola in the following ways:

• LinkedIn: https://www.linkedin.com/in/drlaurasicola
• LinkedIn Business Page: https://www.linkedin.com/company/laurasicola-inc
• YouTube: https://www.youtube.com/@LauraSicolainc
• Facebook: Dr. Laura Sicola
• Twitter: @LauraSicola
• Instagram: @drlaurasicola
• Website: https://laurasicola.com
• Laura’s Online Course: virtualinfluence.today

See omnystudio.com/listener for privacy information.

See omnystudio.com/listener for privacy information.

Dr. Sarah Combs, CEO of University Area Community Development Corporation, shares her insights on the importance of active listening and recounts a personal experience where she failed to fully listen to a direct report, leading to a strained relationship. Dr. Combs also discusses the significance of engaging the community and seeking their input before making decisions. She shares a story about a project where she had to pivot from building housing to creating a park based on community feedback. She highlights the importance of humility and being willing to admit mistakes as a leader.

In this episode, you will learn:

• How important active listening is
• Engaging the community and seeking their input before making decisions is essential for effective leadership.
• Humility is important for leaders to admit mistakes and be willing to change course when necessary.
• Learning from personal experiences and mistakes can lead to valuable lessons that can be shared with others to help them become better leaders.
• Focus on solutions and progress rather than dwelling on problems.
• Complimenting others can have a positive impact and increase influence.
• Speaking up as the lone voice of dissent or disagreement is important, especially in planning efforts.

About Dr. Sarah Combs

As the Executive Director and CEO of University Area CDC, Dr. Sarah leads a community development corporation that empowers and supports residents in one of the most underserved areas in Tampa, Florida. With a doctorate in business administration, she applies strategic thinking and innovative solutions to address the complex challenges of poverty, crime, health, housing and education in our community.

Dr. Sarah has 14 years of experience in this role, and she is also a published author and a courtesy assistant professor at the University of South Florida Muma College of Business. She has developed and implemented multiple programs and services that have improved the quality of life, well-being, and self-sufficiency of thousands of families and individuals. She has also forged strong partnerships with local and national stakeholders, secured significant funding and grants, and enhanced the visibility and reputation of her organization. Dr. Sarah's mission is to create a vibrant and sustainable community where everyone can thrive and belong.

You can connect with Dr. Sarah Combs in the following ways:

• LinkedIn: https://www.linkedin.com/in/sarahkcombs/

• University Area CDC website: https://www.uacdc.org/

You can connect with Dr. Laura Sicola in the following ways:

• LinkedIn: https://www.linkedin.com/in/drlaurasicola
• LinkedIn Business Page: https://www.linkedin.com/company/laurasicola-inc
• YouTube: https://www.youtube.com/@LauraSicolainc
• Facebook: Dr. Laura Sicola
• Twitter: @LauraSicola
• Instagram: @drlaurasicola
• Website: https://laurasicola.com
• Laura’s Online Course: virtualinfluence.today

See omnystudio.com/listener for privacy information.

See omnystudio.com/listener for privacy information.

In this episode, Dr. Laura Sicola interviews Misty Davis, the Chief Marketing Officer of Circana. They discuss the importance of authenticity in communication, the value of understanding different personality types, and the power of going to bat for others. Misty shares her experiences of taking risks, delivering hard news, and finding humor in everyday situations. The conversation highlights the significance of acknowledging and celebrating the achievements of others.

In this episode you will learn:

• Authenticity is key in effective communication.
• Understanding different personality types can improve communication and collaboration.
• Taking risks can lead to personal and professional growth.
• Delivering hard news requires finesse and empathy.
• Finding humor in everyday situations can lighten the mood and humanize conversations.
• Acknowledging and celebrating the achievements of others is important for building a positive and supportive work environment.

About Misty Davis

As Chief Marketing Officer at Circana, Misty Davis drives multiple marketing and sales initiatives to align with the company’s growth strategies, with the goal of accelerating demand, awareness, and ecosystem growth. She leads the continuous evolution of corporate messaging, positioning, and execution of the company’s narrative in key marketing assets, including digital presentations, campaigns, events, demos, sales enablement, and strategic communications. Davis is laser-focused on pipeline generation, ensuring the company communicates the right message at the right time and in the right place to all target audiences. She supports the company’s brand to employees and the community, as well as manages internal communications and industry relations efforts.

Previously, Davis had a 16-plus year career at Google, where she held several positions, the most recent of which was Director, Global Client and Agency Solutions, Consumer Packaged Goods, Consumer Health, and Tech. She began her career at Google working across U.S. teams, then in various markets throughout APAC in 2011, which catapulted her into the previous decade of global leadership opportunities. She is a thought leader and trusted confidant to her colleagues and a well-respected consultant with expertise in her field with clients.

You can connect with Misty in the following ways:

• LinkedIn: https://www.linkedin.com/in/mistymuscatel/

• Circana website: https://www.circana.com/

You can connect with Dr. Laura Sicola in the following ways:

• LinkedIn: https://www.linkedin.com/in/drlaurasicola
• LinkedIn Business Page: https://www.linkedin.com/company/laurasicola-inc
• YouTube: https://www.youtube.com/@LauraSicolainc
• Facebook: Dr. Laura Sicola
• Twitter: @LauraSicola
• Instagram: @drlaurasicola
• Website: https://laurasicola.com
• Laura’s Online Course: virtualinfluence.today

See omnystudio.com/listener for privacy information.

See omnystudio.com/listener for privacy information.

In this conversation, Liz Ross, CEO of Shift Paradigm, discusses the importance of transparency within a framework in leadership communication. She shares a personal experience where lack of transparency caused disruption and unrest within her organization. Liz emphasizes the need for leaders to communicate the big rocks and immovable objects in a business, while acknowledging that there may still be uncertainties. She also highlights the value of having opposing force personalities in a team to challenge and push against strengths and weaknesses.

In this episode you’ll learn:

• Transparency within a framework is crucial in leadership communication to address uncertainties and prevent disruption.
• Leaders should communicate the big rocks and immovable objects in a business, while acknowledging that there may still be uncertainties.
• Having opposing force personalities in a team can lead to better decision-making and growth.
• Having a point of view and being willing to disagree is essential for effective communication and growth.
• Having a point of view and expressing it is crucial for effective communication and influence.
• The difference between disagreement and resistance.
• Why her philosophy is “never look backwards“
• How to decide when to push an issue
• How she had to redirect on a $300 million campaign
• Advocating for others and building a team that complements your strengths is essential for success.

About Liz

Liz Ross is the President and CEO of Shift Paradigm and brings more than 26 years of experience leading some of the world’s most progressive and fastest-growing agencies. She is passionate about challenging the norm and inspiring marketers to be early adopters of innovative ideas and technology. As a dynamic leader accustomed to navigating today’s complex marketing world, Liz has pioneered brand-consumer relationships for clients such as General Motors, Delta, HP, General Electric, United Health Group, Michelin, Citibank, IBM, Clorox, Cox Communications, Hillshire Brands, Visa and Pepsi-Cola, to name a few.

You can connect with Liz Ross in the following ways:

• Shift Paradigm Website: https://www.shiftparadigm.com
• LinkedIn: https://www.linkedin.com/in/elizabethross/

You can connect with Dr. Laura Sicola in the following ways:

• LinkedIn: https://www.linkedin.com/in/drlaurasicola
• LinkedIn Business Page: https://www.linkedin.com/company/laurasicola-inc
• YouTube: https://www.youtube.com/c/VocalImpactProductions
• Facebook: Dr. Laura Sicola
• Twitter: @LauraSicola
• Instagram: @drlaurasicola
• Website: https://laurasicola.com
• Laura’s Online Course: virtualinfluence.today

See omnystudio.com/listener for privacy information.

See omnystudio.com/listener for privacy information.

In this episode, Dr. Laura Sicola interviews Kate McQuade, the Vice President of Marketing at P360, a life sciences SaaS company. They discuss the importance of collaboration in leadership communication and the benefits of asking for help. Kate shares a missed opportunity where she didn't speak up and the lessons she learned from it. They also talk about taking risks in marketing and the importance of combining digital and physical outreach. In this conversation, Kate McQuade discusses her approach to risk-taking in marketing, the importance of delegation, and the dynamics of team collaboration.

In this episode you will learn:

• Why collaboration is a crucial aspect of leadership communication.
• Asking for help can lead to better decision-making and empower the team.
• Missed opportunities can occur when you don't speak up or advocate for your ideas.
• Taking risks in marketing, such as combining digital and physical outreach, can yield positive results.
• Follow-up and proactive communication are essential to ensure ideas are considered and implemented. Laying out the cost, timeline, resources, and expected results can make new initiatives seem more manageable and increase stakeholder buy-in.
• Delegation is a valuable skill that can lead to more efficient use of time and leverage the expertise of team members.
• Speaking up and dissenting, even as the lone voice, can lead to better outcomes and the exploration of alternative ideas.
• Updating your resume with future goals in mind can help set a clear vision and guide your career path.
• The dynamics of a team and effective collaboration are crucial for achieving success in projects and goals.
• Being adaptable and able to laugh at oneself is important in navigating unexpected situations and maintaining a positive attitude.

About Kate

Experienced technology-savvy executive adept at navigating dynamic regulatory and reimbursement landscapes. Trusted advisor to senior leadership, providing strategic insights to gain a competitive edge in swiftly changing market dynamics. Enthusiastic about assisting clients in devising and executing impactful solutions that yield tangible results. Possess a well-rounded background having worked on both vendor and client fronts, supported by an extensive network of valuable connections.

You can connect with Kate McQuade in the following ways:

• P360 Website: https://www.p360.com
• LinkedIn: https://www.linkedin.com/in/katemcquade/

You can connect with Dr. Laura Sicola in the following ways:

• LinkedIn: https://www.linkedin.com/in/drlaurasicola
• LinkedIn Business Page: https://www.linkedin.com/company/laurasicola-inc
• YouTube: https://www.youtube.com/c/VocalImpactProductions
• Facebook: Dr. Laura Sicola
• Twitter: @LauraSicola
• Instagram: @drlaurasicola
• Website: https://laurasicola.com
• Laura’s Online Course: virtualinfluence.today

See omnystudio.com/listener for privacy information.

See omnystudio.com/listener for privacy information.

Reed Phillips, CEO of Oaklins De Silva and Phillips, shares insights on leadership communication and lessons learned from his career in investment banking. He emphasizes the importance of transparency in communication and the negative consequences of being secretive with employees.

Reed also discusses a time when he made a wrong hiring decision and had to let someone go, highlighting the importance of admitting mistakes and seeking input from others. He shares his experience as an investment banker and offers advice on building influence and overcoming communication challenges.

Reed suggests seeking feedback from industry colleagues and friends to assess one's abilities and areas for improvement. The conversation also touches on the importance of initiating conversations, developing storytelling skills, and simplifying complex concepts for clients.

In this episode you will learn:

• Transparency in communication is essential for building trust and fostering a positive work environment.
• Admitting mistakes and seeking input from others can lead to better decision-making and problem-solving.
• Negotiation is a valuable skill that can help find win-win solutions and avoid missed opportunities.
• Being open to new opportunities and exploring alternatives can lead to personal and professional growth. Approach negotiations as win-win situations to find mutually beneficial solutions.
• Seek feedback from industry colleagues and friends to assess your abilities and areas for improvement.
• Initiate conversations and find common ground to build relationships and influence.
• Develop storytelling skills to engage and connect with others.
• Simplify complex concepts to make them more accessible and understandable for clients.

About Reed

With over 29 years of experience as a CEO and co-founder of Oaklins DeSilva+Phillips, Reed has successfully built and led one of the world's premier investment banking firms focused on the media, marketing, information and technology sectors. He has also expanded their global presence as the chairman and president of Oaklins International, which has 850 investment bankers in 45 countries.

You can connect with Reed in the following way:

• Website: https://www.oaklins.com/dp/en/
• LinkedIn: https://www.linkedin.com/in/phillipsreed/

You can connect with Dr. Laura Sicola in the following ways:

• LinkedIn: https://www.linkedin.com/in/drlaurasicola
• LinkedIn Business Page: https://www.linkedin.com/company/laurasicola-inc
• YouTube: https://www.youtube.com/@LauraSicolainc
• Facebook: Dr. Laura Sicola
• Twitter: @LauraSicola
• Instagram: @drlaurasicola
• Website: https://laurasicola.com
• Laura’s Online Course: virtualinfluence.today

See omnystudio.com/listener for privacy information.

See omnystudio.com/listener for privacy information.

In this episode, Dr. Laura Sicola interviews Richard Blank, the CEO of Costa Rica's Call Center, about the importance of communication skills and influence in the business world. They discuss the value of soft skills, such as foreign language proficiency, and the need to recognize and leverage one's unique talents.

Richard challenges listeners to improve their voicemail messages and congruence between their audio and visual presence. They also talk about the importance of giving people a personalized outbound voicemail message and the impact it has on the impression they leave.

He emphasizes the importance of trust, faith, and having a sense of humor in building relationships and achieving success.

In this episode you will learn:

• Character during chaos is an important leadership trait.
• Promote individuals based on their strengths and redirect them to roles where they can excel.
• Express appreciation and acknowledge the contributions of team members.
• Take calculated risks and communicate with stakeholders about challenges and unique aspects of the business. Soft skills, including foreign language proficiency, are valuable and marketable skills in the business world.
• Recognize and leverage your unique talents and skills, and don't downplay their importance.
• Improve your voicemail message and ensure congruence between your audio and visual presence.
• Give a personalized outbound voicemail message to make a positive impression.
• Be the lone voice of dissent when necessary and advocate for others.

About Richard Blank

At 27 years old, Richard relocated to Costa Rica to train employees for one of the larger call centers in San Jose. He has trained over 10 000 bilingual telemarketers over two decades. Richard has the largest collection of restored American Pinball machines and antique Jukeboxes in Central America making gamification a strong part of CCC culture. Richard Blank is the Chief Executive Officer for Costa Rica’s Call Center since 2008.

You can connect with Richard in the following way:

• Website: https://costaricascallcenter.com
• Facebook: https://www.facebook.com/groups/businessprocessoutsourcingcallcenter
• YouTube: https://www.youtube.com/channel/UC9ST99AEp7COEWS4q4VUw4Q
• LinkedIn: https://www.linkedin.com/in/costaricascallcenter/

You can connect with Dr. Laura Sicola in the following ways:

• LinkedIn: https://www.linkedin.com/in/drlaurasicola
• LinkedIn Business Page: https://www.linkedin.com/company/laurasicola-inc
• YouTube: https://www.youtube.com/@LauraSicolainc
• Facebook: Dr. Laura Sicola
• Twitter: @LauraSicola
• Instagram: @drlaurasicola
• Website: https://laurasicola.com
• Laura’s Online Course: virtualinfluence.today

See omnystudio.com/listener for privacy information.

See omnystudio.com/listener for privacy information.