Episode 33  Frederick Dudek (Freddy D)

The Art of Mind Management: Strategies for Thriving in Business and Life with Lisa Kneller

Hey, Superfans Superstars! In this episode, I had an inspiring chat with Lisa Kneller , a life coach with a fascinating journey from advertising to coaching. We dove deep into the importance of mind management in both personal and business contexts. Lisa shared her transition from a corporate career to becoming a stay-at-home mom, and how she found her passion for coaching. We discussed how negative self-talk can impact us and our teams, and Lisa offered practical strategies for fostering a positive work culture that creates superfans. This episode is packed with insights on how to manage your mind and lead with empathy. Don’t miss it!

Discover more with our detailed show notes and exclusive content by visiting: https://bit.ly/4fdqTeI

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Lisa Neller is an accomplished coach and consultant.

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Dedicated to helping individuals

navigate life's challenges and

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achieve their full potential.

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With extensive experience in

guiding clients through career

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transitions and personal development.

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Lisa empowers people to leverage their

unique strengths and capabilities.

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Her expertise shines, especially in

women in the later stages of life,

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embracing their days with purpose,

passion, and a positive outlook,

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nurturing their mind, body and spirit.

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Her talent lies and guiding women

to pause and reflect on a journey of

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their lives, enabling them to tap into

they're inherit wisdom and creativity.

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As the founder of Lisa Neller

coaching, she provides a variety of

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valuable resources, including guides

and tools, tailored to support life

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transitions and mental wellbeing.

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Lisa is also the host of My Golden Life

Podcast, where she shares insights on

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mind management and personal growth.

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Her work has garnered significant

appreciation from our clients who

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lost her ability to instill confidence

and inspire positive change.

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Hello, Lisa.

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Welcome to the Business Superfans Podcast.

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How are you today?

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Lisa Kneller: Hi, Freddy.

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I'm great.

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Thank you so much for having me.

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I'm very excited.

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Freddy D: Likewise.

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So tell me how you started

Lisa Kneller Coaching.

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Tell me about that and how did

you get to that point in life?

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Lisa Kneller: Can I start a little

bit further back in my life?

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Freddy D: Yeah.

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Tell me, that's what I meant.

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How did you get to there?

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Lisa Kneller: Yeah.

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I start, my early career was

in advertising and I decided

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after about six years of that to

stay home with my first child.

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And then I had a second child.

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And then I just decided to keep

staying home and I was a stay at

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home mom for a very long time.

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While I was a stay at home mom, I got a

lot of experience in direct sales never

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really being Successful in direct sales

but learning a ton of skills doing that.

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And I also did a little

substitute teaching and in

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2003, I started teaching yoga.

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So yoga became a passion of mine and so

I had this mind body spirit background.

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So I did that for 15 to 20 years before

I started my job at the age of 59.

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So I got a job at Grand Canyon

University as an enrollment counselor.

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It was my first job since

I was in my early 30s.

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Freddy D: Oh, wow.

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So that must have been

a whole new experience.

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Lisa Kneller: It really was.

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It was scary and, I wasn't

sure I wanted to be there, but

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now I'm so glad I did that.

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Because what happened at Grand Canyon

was that as a benefit of being an

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employee there, we got to go to school.

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And I already had my bachelor's degree,

and I knew I didn't want an MBA.

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I wasn't going to climb a corporate

ladder or anything like that.

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So they offered a graduate certificate

of completion in life coaching.

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And it was four courses designed to

introduce you to coaching from an academic

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standpoint, from a research standpoint,

and what I learned in that program was

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that coaching was a bona fide profession.

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It was backed by research.

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research.

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And so I, I had a lot of confidence,

excuse me, in the coaching

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industry, right from the get go.

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So I did that program.

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And then I supplemented that

with another coaching program and

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started getting coached myself.

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And.

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I became I fell madly in

love with the industry.

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I just felt coaching is mostly mindset

work and with my mind body spirit

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background, it was a perfect fit for me.

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So that's how I got into it.

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Freddy D: If you think about

coaching, everybody needs coaching.

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You look at sports teams, right?

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They would be nowhere without a coach.

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The coach is the leader that puts

the team together gets everybody

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going in one direction and on the

same page with the same vision.

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It's the same thing with an individual.

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Sometimes they got to get

themselves out of their own way

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and they need to be able to talk to

somebody or someone to guide them.

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So coaching is very important.

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You look at every successful executive,

sports person, movie star etc.

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They've all got coaches.

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You got acting coaches for movie stars.

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You've got business coaches for

the most successful businesses.

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They all got coaches.

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So it's very important.

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Lisa Kneller: Yeah, and I call it the

other side of mental health because

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when you work on your thinking and your

mind you're really creating a healthier

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environment in which to thrive, right?

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There's the therapeutic side of

mental health where people are

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healing from trauma and they're going

through processes which help them

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go from non functioning human beings

to more, to functioning better.

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And then we pick it up from there

and help people move further along

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with their goals and things like

that so yeah, I agree with you.

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Freddy D: Yeah, you get to the point

to where you get self doubt, you had

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failures and sometimes it's difficult

to pick yourself back up, because now

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your mind is going to play games on you

and, we're our worst critics mentally.

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We criticize ourselves more than other

people criticize ourselves, right?

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Lisa Kneller: Yes.

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Freddy D: So it's important to have

somebody like yourself to help people pull

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themselves out of their own funk, because

by yourself, you're your own self enemy.

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Lisa Kneller: Exactly.

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Exactly.

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Exactly.

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Yeah, I was just listening to a workshop

literally minutes ago and there were

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a couple people talking about how they

would run into people at the gym or at

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the grocery store or whatever and they

would hear them say some self deprecating

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thing, something that was cutting

themselves down and then these people

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were like, hey you don't have to do that.

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You don't have to talk

like that, about yourself.

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So yeah, that's rampant in our society.

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Self talk.

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Freddy D: Negative self talk is mind

boggling, but it's self defeating because

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it perpetuates, Your own delusional

reality, for lack of a better way,

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but probably an accurate way, is, you

get caught up in the delusion that

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you're not worthy, you don't belong,

you're this, you're that, and you

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need someone to snap you out of it.

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Lisa Kneller: Exactly.

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Freddy D: So tell me more about

you say specialize in mind

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management or what do you call it?

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Lisa Kneller: Yeah.

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That's what I call it mind management.

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Freddy D: Okay.

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Mind management.

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Lisa Kneller: So you want me to talk more

about that, which is a passion of mine.

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So in yoga, since I told you I've

been teaching for 20 years, the

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goal of yoga, one of the goals is

to create a union with, God or, that

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infinite intelligence of the universe.

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That's the main goal.

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But the other goal of yoga is to

direct and focus mental activity.

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Okay, so how well are we

doing that as a society?

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Directing and focusing

our own mental activity.

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Some of us have a handle on it.

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Some of us have been practicing

this awareness of our thinking

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for a while and most people don't.

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Most people are running on

autopilot or what you would call

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through the subconscious mind.

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And so they're not

aware of their thoughts.

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They're not aware of their thinking.

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They're not managing any of that.

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So what I teach people is to

recognize those thoughts and then

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see if they line up with reality.

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And if they don't line up with

reality, we need to reframe.

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We need to rethink.

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We need to choose a different thought,

especially if the thought is unhelpful,

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damaging, hurting, that kind of thing

or not letting you get anywhere.

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One of the ways we do

that is by self talk.

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Recognizing what language are

we using to describe ourselves

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Freddy D: Very important.

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Very important.

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Lisa Kneller: So you could

write a whole document on that.

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Who am I?

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Who am I being?

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Who am I, at my core?

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Then we use language to create ourselves.

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We use language to create others in

our relationships and we use language

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to create other things as well.

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Freddy D: Like in business, right?

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Lisa Kneller: Yeah,

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Freddy D: Language in business.

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Very important.

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Mindset in business is really everything.

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Lisa Kneller: Yeah, and I like the reason

I use mind management over mindset is

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because mindset, that can either be a

negative or it could be a positive, right?

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Like your mindset could

be really inflexible.

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You could tend to be someone who

looks at things with the glass

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half empty or the glass half full,

but there's more to it than that.

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And that is a really

intricate relationship with

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yourself and your language.

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That's the way I see it.

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And then your awareness and then

you're deciding what to do with that.

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Freddy D: So like in a business

environment a leader that may not

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be in a right place mentally, needs

really to apply some mind management

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because it's going to transcend to the

team and that's going to transcend the

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perspective and existing customers, right?

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So they need to basically do a reset.

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So that they minimize, they

may, everybody has bad days.

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Everybody goes through issues.

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They really need to be trained on how

to say, okay, this is what happened.

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I got to put that aside

because I got a job to do.

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Lisa Kneller: Yeah, I'm glad you brought

that up about leaders because here's

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another quote I heard recently and that

is a leader's job is to stay encouraged.

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And when I think about

that, I know I'm a leader.

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I'm like you, I'm a podcaster and

I'm building a business and leading

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and guiding people into their

better versions of themselves.

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And so there's times of discouragement,

as there are times when you're climbing

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the mountain and you slip back a little

bit, or a lot, and maybe you're not.

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Making your goals, or you haven't had

a sale in a long time, or whatever

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the downer might be, and you have

to have conversations with yourself.

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And if you can't find the encouragement

within yourself, then you've got

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to surround yourself with people

like you, like Tab, like other

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people that that can encourage you.

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So I have my own coach, right?

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And in fact, that's where I

got the quote was from him.

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He got it from his pastor.

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And so when he heard that quote

and my coach is a very upbeat guy.

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He's just really always.

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In a positive framework.

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And I know all I got to do is call up Eric

and say, give me some encouragement, Eric.

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Freddy D: You bring up a

very important topic, Lisa.

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And the fact that, let's put that into

a business aspect is, okay, people

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are, have never get a self talk.

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Okay.

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Let's say you got your workforce,

your team, and there's friction,

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mental friction in an office.

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People don't get along, or I say,

an individual's perception, right

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or wrong, is their own reality.

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And that's the truth.

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And you may perceive or that someone

thinks this of you, but that's your mind.

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Again, we're talking

about mind management.

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Your mind is making up

all this negative crapola.

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About this other person that's

your perception, which could

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be completely way out of whack.

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So now that causes a negative

environment in the office, right?

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And so now when those people are

talking to prospective customers, not

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customers yet, prospective customers,

that tonality, that energy comes

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across in a negative way, they're

going to push those people away.

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Whereas if you got a good mindset.

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You're you managed it well and

now you've got an upbeat attitude.

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You feel great.

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You talk to a customer, your

tonality, your energy is different.

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You're going to transform those existing

customers or prospective customers into

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superfans because you're going to say,

wow, that person's really fired up.

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This sounds like a great company.

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It comes across.

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Lisa Kneller: Definitely comes across.

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It definitely comes across.

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Yeah, you have to keep a handle on it.

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With regard to having perception about

other people, you're only seeing the tip

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of the iceberg when you look at another

person and you see how they behave, you

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don't know what their life has been like.

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You don't know what their

morning's been like.

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You don't understand their

personality, probably.

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And that's a whole other area of study

is understanding your own personality.

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I'm a big fan of self study

and learning about your own

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tendencies and idiosyncrasies or

whatever you want to call them.

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And then also like being able to look

at other people on your team and know

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that, We're all made of the same stuff.

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We just all have different experiences

and we respond differently.

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So we do have to bring an element of

grace, I think, to our business and

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to our interactions with other people.

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Freddy D: Okay, let's continue

on the work environment.

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What can leaders do, from a mind

management perspective, if they

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notice that, okay, let's say two team

members are not getting along, okay?

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This happens, this is real world

stuff, and a lot of it is perception.

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This one thinks of that this one person

doesn't like me, so they're out to get me.

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The other person says that

person doesn't like me.

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They're out to make me look bad.

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How can the leader use mind management to

help neutralize those perceptions of those

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two individuals in a work environment?

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I know a heavy question.

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Lisa Kneller: That's a heavy question

because I'm not really trained in the

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corporate team coaching kind of a thing.

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But one thing I've learned in

psychology and or like even therapy

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just from studying a little bit

of the therapy, my daughter's a

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psychotherapist one of the things is

that one of the goals I think should be.

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Here's what it's like to be

me, like in any relationship.

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It could be a work relationship.

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It could be a romantic

relationship or whatever.

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So given the opportunity on a team

and a corporate team, for example to

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say here's what it's like to be me.

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Here's the way I See things.

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Here's the way I per perceive things.

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This is the way I like to do them.

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And and if and then you have

to find the other person's.

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Perspective as well.

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What's it like to be him or her?

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And then try to find a way to, I

don't know, compromise, just, I

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think gain better understanding

of each other's personalities.

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It's why I study the Enneagram because the

Enneagram helps people understand their

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own tendencies, their own passions, their

own darker side, if you will, shadow side.

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And when you have a deeper understanding

of who you are and who the people

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are around you, you develop more

compassion for those people.

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And it is up to the leader to

learn some of those things.

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A lot of corporations use Myers-Briggs

test disc and , those kinds of

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profile testing to, to help their

teams figure those things out.

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I don't know if I did.

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Freddy D: No, you just nailed it.

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You nailed it.

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Lisa Kneller: Did I?

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Freddy D: Yeah, because that's really

the bottom line is, like you just said,

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getting those individuals to understand

each other and their mechanics.

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And, like I say, perceptions are an

individual's own reality, right or

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wrong, and most of the time, like

90 percent of the time, it's wrong.

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Think of the fact that, I'll just

use dating, okay, has nothing to

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do with business, but it's reality.

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You go out on a date with

somebody and then, you don't hear

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from him for a couple of days.

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Your mind goes where?

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Negative.

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Lisa Kneller: Yeah.

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Freddy D: And then all of

a sudden you get the phone.

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Exactly.

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And all of a sudden you get the

phone call and it's two days later

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and it's, ah, whatever, I got

caught up and blah, blah, blah.

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And you're going like, oh man,

I wasted two days on negative

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self talk when nothing happened,

nothing bad was going on.

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: 00:16:54

Lisa Kneller: Yeah, we, that is a problem.

299

: 00:16:56

We, what you might call

daydream all the time.

300

: 00:17:00

We have these We make

up stories all the time.

301

: 00:17:04

It's just the nature

of thinking, actually.

302

: 00:17:06

So it's not like there's anything wrong

with you if you're out there listening.

303

: 00:17:10

There's nothing wrong with you.

304

: 00:17:11

That's the nature of reality, is

that our brains will kind of default.

305

: 00:17:16

To, to the negative it's, I dunno, I guess

we're socialized to do that or something.

306

: 00:17:22

Freddy D: But that's where again,

but that's where I think, your skills

307

: 00:17:24

and your area of mind management is

really becomes important because in

308

: 00:17:28

business, you're reaching out to a

customer and then you don't hear back.

309

: 00:17:35

so you figuring, okay, what happened to

the deal go by and did this happen to

310

: 00:17:39

that happen, and so you start creating

unnecessary things, and for example, I

311

: 00:17:47

sent out a company that I'm mentoring,

I'm helping them with some stuff, and

312

: 00:17:52

I sent out an email to an individual.

313

: 00:17:55

I didn't hear back and

so I double checked.

314

: 00:17:57

I started going down the rabbit

hole, did I get the email right,

315

: 00:18:00

is the email address right, is this

right, and all of a sudden I went,

316

: 00:18:03

stop it, the guy might just be busy.

317

: 00:18:06

And sure enough, I got an email from him

apologizing for not getting back to me.

318

: 00:18:10

Fortunately I stopped myself

from going down the rabbit

319

: 00:18:13

hole, but, a lot of people do.

320

: 00:18:15

Lisa Kneller: I think what I'm doing now

in this world, this is part of my purpose.

321

: 00:18:18

This is what I do and it requires

certain things and I can be

322

: 00:18:24

really unattached to the outcome.

323

: 00:18:26

And unattachment, it comes

from a place of security.

324

: 00:18:30

So a lot of people do feel insecure.

325

: 00:18:33

They're always, there's

worry warts out there.

326

: 00:18:36

And I think we just really need to

train ourselves to remember that when

327

: 00:18:40

we're doing a job, particularly in

sales, number one, hopefully we're

328

: 00:18:44

enjoying what we're selling, right?

329

: 00:18:46

That's part of our life purpose,

and the second thing is to

330

: 00:18:50

remember that people are busy.

331

: 00:18:52

People are distracted.

332

: 00:18:54

They're going about their lives.

333

: 00:18:56

They're responding to 50

emails just like you are.

334

: 00:18:59

They're on Facebook, they're on Instagram

or whatever, and if you can just take

335

: 00:19:03

your action without being attached to the

outcome and know that if that person's

336

: 00:19:09

ready to talk to you or receive your

information or whatever, they'll let

337

: 00:19:13

you know and you just keep going, right?

338

: 00:19:15

Freddy D: So what can people do to work

on mind management, themselves and then

339

: 00:19:21

when does it come for a person like

you to get involved and help them take

340

: 00:19:27

it beyond their I am statements that

you can create and post on the wall.

341

: 00:19:31

I am great.

342

: 00:19:32

I am successful and blah, blah,

blah, but that only goes so far.

343

: 00:19:36

So let's go into talk a little bit more

of how you help people manage their mind.

344

: 00:19:42

Lisa Kneller: The first thing I would

probably help someone do is get quiet.

345

: 00:19:46

And that's really hard

for a lot of people.

346

: 00:19:49

So I would probably guide them

into having a deep breath or two.

347

: 00:19:53

Let's open up our hearts.

348

: 00:19:55

Let's open up our minds and let's

get quiet and let the body feel

349

: 00:19:59

what it feels for a little bit.

350

: 00:20:01

The other thing is creating

an awareness of your thoughts.

351

: 00:20:05

Just start practicing

noticing your thinking.

352

: 00:20:09

There's a way you could remind yourself

to do that like some people put the

353

: 00:20:12

rubber band on their wrist and they

pull the rubber band when they have a

354

: 00:20:16

negative thought or something like that.

355

: 00:20:18

There are ways to remind

yourself to notice your thoughts.

356

: 00:20:22

If you forget to notice your thoughts put

it on a sticky note to remind yourself

357

: 00:20:26

every day to think about your thoughts.

358

: 00:20:29

Then when you notice your thoughts

and you're thinking something that's.

359

: 00:20:33

Maybe not true.

360

: 00:20:34

Probably not true.

361

: 00:20:36

Or that's disturbing.

362

: 00:20:38

Know that you can shift.

363

: 00:20:39

You can shift those thoughts.

364

: 00:20:41

I think as far as working with me, I

would take them much deeper into the

365

: 00:20:47

language they're using to describe who

they are, the language that they use

366

: 00:20:52

to describe others, and the language

they use to describe everything else.

367

: 00:20:58

And that's deep work and everything

that we do to improve, has to

368

: 00:21:04

do with creating habits, right?

369

: 00:21:06

So it's just a matter of

being reminded sometimes.

370

: 00:21:10

It's why I go, it's why I

keep going back to yoga.

371

: 00:21:13

Like I've been teaching a long time,

but I have to go to classes to remind

372

: 00:21:18

me that there are certain things that

I could bring back to the top of my

373

: 00:21:23

mind that I have, may have forgotten

that reminds me to be stronger.

374

: 00:21:28

Or, more flexible, or whatever

it is, even in my mind.

375

: 00:21:32

Freddy D: So mind management, for example,

putting it into a business environment

376

: 00:21:36

is reminding yourself to acknowledge

people because, the team, acknowledging

377

: 00:21:42

them, recognizing them because, you can

be caught up into yourself, and, overlook

378

: 00:21:50

what the team is doing as a leader.

379

: 00:21:53

Sometimes you need to probably reset

your mind and say, okay, I need to take

380

: 00:21:58

time to, I got issues going on at home.

381

: 00:22:01

I've got health issues, whatever

it is that can be happening.

382

: 00:22:04

I got business issues.

383

: 00:22:06

I still need to lock that up for

a moment, and go out to the team,

384

: 00:22:12

recognize them, appreciate them.

385

: 00:22:14

You put myself out there, even though

I'm having a bad moment, because the

386

: 00:22:20

team is the front line to customers.

387

: 00:22:24

If that whole negative energy

flows throughout that whole company

388

: 00:22:28

because you're having a bad day,

and it impacts everybody else.

389

: 00:22:32

It's going to affect the business

and there's no way you're

390

: 00:22:35

going to generate superfans.

391

: 00:22:36

They're going to be talking

about that business.

392

: 00:22:38

What a great experience they had.

393

: 00:22:40

It's going to be the opposite.

394

: 00:22:41

What a horrible experience they had.

395

: 00:22:43

Lisa Kneller: Yeah, I think it's

a leader's job to to be grounded

396

: 00:22:46

in something positive and to

have reminders for themselves,

397

: 00:22:51

to have practices for themselves.

398

: 00:22:54

I know there's a lot of corporate

leaders out there who don't have any

399

: 00:22:58

kind of a spiritual practice or anything

that grounds them, and reminds them

400

: 00:23:02

that their employees Their teams are

equals to them, not in the hierarchy

401

: 00:23:08

of the company, but as humans.

402

: 00:23:10

And all humans want to belong.

403

: 00:23:12

They all want to have purpose and meaning.

404

: 00:23:14

They all want to feel like they're part

of the team and making a difference.

405

: 00:23:18

And as a leader, you have

to be doing that yourself.

406

: 00:23:21

You have to do some personal development

and work if you want to help others along.

407

: 00:23:27

And then the other piece of that

is, if somebody's struggling

408

: 00:23:31

you got to mentor them.

409

: 00:23:32

You got to help them see their

strengths and utilize them as they

410

: 00:23:37

have these strengths, and if they have

weaknesses, help them build those up.

411

: 00:23:42

Freddy D: It's the same thing for the

employee, because let's say it's a

412

: 00:23:46

customer service person that's on the

phone to help people who've got a problem.

413

: 00:23:51

If they can't manage their mind because

they've had a bad night, they've got

414

: 00:23:56

whatever, they got an argument with the

significant other, whatever is going

415

: 00:24:01

on, they've got to compartmentalize that

and learn how to do that because, like

416

: 00:24:07

I mentioned, that's going to come across

to whoever they're talking to on the

417

: 00:24:11

other phone who's already got a problem.

418

: 00:24:13

So now you're going to have two

negative situations which is going

419

: 00:24:17

to result in an unhappy outcome.

420

: 00:24:20

Lisa Kneller: Probably the hardest part

for someone like a customer service

421

: 00:24:23

representative would be, dealing with the

other person on the other end of the line

422

: 00:24:27

who might be rude, mean, and even the

best managed mind has trouble with that.

423

: 00:24:34

Dealing with people like that,

nobody wants to be attacked, so

424

: 00:24:39

yeah, it would be good if anyone

on the team has some grounding and,

425

: 00:24:44

comes to work with a good attitude.

426

: 00:24:46

And wants to be part of

the team and all of that.

427

: 00:24:49

And they can learn to

manage their minds equally.

428

: 00:24:52

And especially if they want to advance.

429

: 00:24:54

Especially if they want

to move up the ladder.

430

: 00:24:57

They need to work on themselves and

they need to really get clear on

431

: 00:25:01

their abilities and the realities of,

moving upward and that kind of thing.

432

: 00:25:07

Cause sometimes in corporations,

there is upward mobility and sometimes

433

: 00:25:11

there isn't and to get clear on that

and to understand the reality of

434

: 00:25:16

the structure is a good idea too.

435

: 00:25:19

Freddy D: Customer service is where

mind management really becomes very

436

: 00:25:22

important in the business is you're

dealing with people that's calling

437

: 00:25:27

you because they have a problem.

438

: 00:25:29

That's an area, I think that you

could probably help some businesses

439

: 00:25:32

from that aspect as well, is teaching

their call centers or their support

440

: 00:25:38

team on ways of managing the mind

and not taking it personally and

441

: 00:25:46

understanding that person is frustrated

and that's why they're calling you.

442

: 00:25:51

Lisa Kneller: Yeah.

443

: 00:25:51

Freddy D: How to shut the

personal part of it off?

444

: 00:25:54

Lisa Kneller: Yeah.

445

: 00:25:55

Freddy D: And not take it personally,

which is how could somebody do that?

446

: 00:25:58

Lisa Kneller: How can somebody

train somebody to do that?

447

: 00:26:01

Freddy D: For example, how do you

keep it from taking it personally?

448

: 00:26:03

What advice could you have on that?

449

: 00:26:05

Lisa Kneller: I feel like you have

to have a strong sense of self

450

: 00:26:10

to not take things personally,

and that takes some training too.

451

: 00:26:14

It takes somebody to tell you this

isn't personal, even though it

452

: 00:26:19

might feel like it in the beginning.

453

: 00:26:21

Especially with your first

couple of experiences dealing

454

: 00:26:25

with the public in that way.

455

: 00:26:27

And to be reminded over and over again,

this is part of customer service.

456

: 00:26:32

Sometimes we have irate customers.

457

: 00:26:34

They're unhappy for whatever reason.

458

: 00:26:36

Our job is to make them happier,

and here's what we're going to do.

459

: 00:26:39

You follow this protocol, and then

if you're really struggling, go to

460

: 00:26:43

management before you lose your mind.

461

: 00:26:45

Get some help, get some

support if you're struggling.

462

: 00:26:48

Freddy D: I think management should

give that person a break so that they

463

: 00:26:52

can manage their mind decompress,

shake it off and, get back in the game.

464

: 00:26:59

Lisa Kneller: I love that idea.

465

: 00:27:00

If there could be a room in every office

where you could just go and punch a

466

: 00:27:03

pillow or, take five deep breaths or

shake out your body, that's a great idea.

467

: 00:27:08

Freddie, I like that.

468

: 00:27:09

Freddy D: The person going, okay, go walk

around the building or go walk around the

469

: 00:27:12

floor, do something just to clear your

mind before getting back on the phone

470

: 00:27:18

and taking another negative phone call.

471

: 00:27:21

I just thought of, customer support as,

that's a challenging job and teaching

472

: 00:27:26

your team, to be able to manage their

minds so that frustrated person that's

473

: 00:27:33

calling for support, feels, wow, these

people handled it, they didn't get upset

474

: 00:27:38

with me, they handled it well, they

were calm, this is a great company.

475

: 00:27:43

That's how you create superfans

of people that have a problem.

476

: 00:27:47

Lisa Kneller: Yeah I agree.

477

: 00:27:48

That front line is very important.

478

: 00:27:50

To the company, to the overall happiness

of the customer, and like you said,

479

: 00:27:54

to creating superfans, because we

all have experiences of had both.

480

: 00:27:59

We've had really frustrating

experiences with customer service,

481

: 00:28:02

where we're not getting our needs met.

482

: 00:28:04

Then sometimes we've had really

great ones and it's those great

483

: 00:28:08

ones that create the superfans.

484

: 00:28:09

Freddy D: Absolutely correct.

485

: 00:28:10

Lisa Kneller: It's those

that, create loyalty.

486

: 00:28:13

And that's what we want

as business people.

487

: 00:28:16

We want loyal, happy customers.

488

: 00:28:19

Freddy D: But you gotta

take care of the mind.

489

: 00:28:20

Lisa Kneller: You gotta take care

of the mind, and you know what?

490

: 00:28:22

A lot of people don't even

think where the mind comes from.

491

: 00:28:25

It is, it's in the brain, right?

492

: 00:28:27

We gotta take care of our brains too.

493

: 00:28:29

The brain needs food.

494

: 00:28:30

The brain needs certain kinds

of fat, it needs nutrients.

495

: 00:28:34

A lot of times we're messing with that.

496

: 00:28:37

We're messing with it with alcohol

and drugs and not enough sleep and

497

: 00:28:41

allowing ourselves to be stressed out.

498

: 00:28:43

But the brain, it has such an important

job in terms of managing the entire body.

499

: 00:28:50

It's budgets for the body.

500

: 00:28:52

Oh, I need to pay a little more attention

to the heart now, or I needed, I need to

501

: 00:28:56

send a message through the central nervous

system, or I need to regulate this.

502

: 00:29:00

It's always working and yes, we

want to pay attention to the mind

503

: 00:29:03

and we want to also pay attention

to how we're supporting the body.

504

: 00:29:06

What creates the mind

505

: 00:29:07

Freddy D: And words are

important for the mind.

506

: 00:29:10

Yes.

507

: 00:29:10

Because you can have negative words

and you can have positive words.

508

: 00:29:14

Lisa Kneller: Yes.

509

: 00:29:15

Freddy D: Words matter.

510

: 00:29:16

Lisa Kneller: Let's look at an example.

511

: 00:29:18

Let's say there's a customer service rep

who's just got low self esteem and the

512

: 00:29:24

thoughts that are in their mind are, I'm

not worthy, I'm not good enough, I don't

513

: 00:29:30

have this, I don't have that, or whatever.

514

: 00:29:33

I think they need to be reminded

that they don't need fixing.

515

: 00:29:38

They're fine the way they are and they

need to really focus on who they are,

516

: 00:29:44

and who they are as a human being, worthy

of love and attention and education and

517

: 00:29:51

skill development and all the things.

518

: 00:29:53

Once they come to a realization

of who they are, they can

519

: 00:29:57

stop tearing themselves down.

520

: 00:30:00

But that can take years,

too, if somebody's really

521

: 00:30:04

struggled with some trauma.

522

: 00:30:05

Freddy D: Oh yeah, totally agree.

523

: 00:30:06

Lisa Kneller: The other thing is if

you are struggling with really low self

524

: 00:30:09

esteem, depression, trauma, whatever,

then, get some help, get some therapy.

525

: 00:30:14

Especially if you have insurance that

covers it do that so that you can get

526

: 00:30:18

to a really high functioning place.

527

: 00:30:20

And you can manage your mind even better.

528

: 00:30:22

Freddy D: I'll share a story

here is I work with a person

529

: 00:30:25

that had depression issues.

530

: 00:30:28

I was in a management role and,

she felt She was not worthy.

531

: 00:30:34

She had a low self esteem and,

she's had better days in her life,

532

: 00:30:39

and now she's not happy where she's

at in life and all that stuff.

533

: 00:30:43

There's days where she would just

disappear out of the office because

534

: 00:30:46

she just couldn't make it in and she

would apologize and all that stuff.

535

: 00:30:51

What I did is I never beat her up on it.

536

: 00:30:53

I actually empowered her by giving her

more responsibilities because I believed

537

: 00:31:00

in her., She would make mistakes, and

I'd say, hey, we all make mistakes.

538

: 00:31:05

That's part of learning.

539

: 00:31:07

So I turned the negatives into positives.

540

: 00:31:10

I says, hey, look, if you wouldn't

be making mistakes, if you weren't

541

: 00:31:14

trying and working at it, so

good, keep up the good work.

542

: 00:31:18

Then I gave her more responsibilities.

543

: 00:31:21

Then I started to say, okay, you

come up with ways to run this area.

544

: 00:31:25

It completely transformed her, from

somebody that had low self esteem

545

: 00:31:31

low outlook on themselves, to where

they were back to being put together.

546

: 00:31:36

They lowered their medications

that they were coming to me,

547

: 00:31:39

look what I accomplished, look

what we pulled off, look at this.

548

: 00:31:43

It was really transformative, all

because I changed her Mind outlook.

549

: 00:31:50

I basically helped managed her mind

for lack of a better way of wording

550

: 00:31:53

it, but I really transformed the

way she looked at herself, made

551

: 00:31:57

her look at herself as a leader.

552

: 00:31:59

Yeah.

553

: 00:32:00

I think that's what people need is for

leaders to look at people and say, this

554

: 00:32:06

person has every bit of potential that I

have and we just need to get them to see

555

: 00:32:11

it and by what you did giving her more

responsibilities and encouraging her and

556

: 00:32:18

helping her to be utilizing those gifts

and talents that she has is definitely

557

: 00:32:23

going to help her mental state for sure.

558

: 00:32:26

She's my biggest superfan today.

559

: 00:32:30

Yeah.

560

: 00:32:30

She's, she gave me a big write up

on LinkedIn and everything else

561

: 00:32:34

because I helped her manage her mind.

562

: 00:32:38

Every time she was going down

the rabbit hole, I blocked it

563

: 00:32:41

from going down the rabbit hole.

564

: 00:32:43

Oh, here's another thing that I

need you to do, and you're my go

565

: 00:32:46

to person, I'm counting on you.

566

: 00:32:48

Once you start empowering people, they're

not going to want to let you down.

567

: 00:32:52

Lisa Kneller: Can I share a

story of a client that I had?

568

: 00:32:54

Freddy D: Absolutely.

569

: 00:32:55

Lisa Kneller: So this client came

to me because she was thinking of

570

: 00:32:58

leaving her job in her career and

she was a little bit distraught

571

: 00:33:02

because she'd been in it a long time.

572

: 00:33:05

She's a project manager in a

construction company, which is a

573

: 00:33:09

really male dominated industry.

574

: 00:33:11

Not that there's anything wrong with

that, but it is, they definitely have

575

: 00:33:14

different energies, that men and women

bring to the table in that industry.

576

: 00:33:18

We talked about all the things like,

what would she do if she left this job?

577

: 00:33:23

What, could she make

the same kind of money?

578

: 00:33:25

Would she have to go back to school?

579

: 00:33:27

What were all the possibilities out

there for her if she left her job?

580

: 00:33:33

And ultimately what it came down

to is had some bad thinking.

581

: 00:33:38

She had some bad thinking about herself

and some beliefs about herself that

582

: 00:33:44

she got in like fourth grade from

a teacher or something like that.

583

: 00:33:48

It was just, over conversation.

584

: 00:33:51

And also I, what I saw in her

was that she was a rock star.

585

: 00:33:55

First of all, she's very introverted

and shy and quiet, right?

586

: 00:33:59

As I, I knew her for a while and I

knew that this gal is not outgoing.

587

: 00:34:04

She's struggles with that,

but I saw her as a rock star.

588

: 00:34:09

I said to her, you're a woman in a male

dominated industry and you've been,

589

: 00:34:13

kicking rear end in this business.

590

: 00:34:15

You have all these skills.

591

: 00:34:17

You're just worried about what

people are thinking or I don't

592

: 00:34:20

know, but we got to work on that.

593

: 00:34:21

We got to work on your mind.

594

: 00:34:23

It turned out she ended

up staying with her job.

595

: 00:34:26

She did not leave.

596

: 00:34:27

She did not go off to get another degree.

597

: 00:34:28

She was like, you know what, I'm

going to, I like this enough.

598

: 00:34:32

I'm going to stick it out.

599

: 00:34:33

I'm just going to think differently.

600

: 00:34:34

Freddy D: And where is she today?

601

: 00:34:35

Still there?

602

: 00:34:36

Lisa Kneller: She's still there.

603

: 00:34:37

She's still a project manager.

604

: 00:34:38

I ran into her at a

store not too long ago.

605

: 00:34:40

She said she's doing great.

606

: 00:34:42

So that's the kind of

thing I help people do.

607

: 00:34:43

Freddy D: And that's important.

608

: 00:34:44

That's really important because her

whole life could have been upside down

609

: 00:34:47

because she may not have found another

job that was as well paying or may

610

: 00:34:52

taken her six months to find the job.

611

: 00:34:54

Lisa Kneller: Or she might have had

to go back to school or whatever,

612

: 00:34:56

so I do feel like as her coach I

saved her time grief and money.

613

: 00:35:02

Freddy D: Like we talked before

an individual's reality right

614

: 00:35:05

or wrong is their reality and

most of the time it's wrong.

615

: 00:35:09

So you have to correct

her perceived reality.

616

: 00:35:13

Lisa Kneller: Yes.

617

: 00:35:14

Yes

618

: 00:35:14

Freddy D: That's great.

619

: 00:35:15

That's wonderful.

620

: 00:35:16

So Lisa, how can people find you?

621

: 00:35:18

Lisa Kneller: I do have a website

and I offer a lot of free stuff.

622

: 00:35:21

It's called Lisa Kneller Coaching.

623

: 00:35:24

I'm sure you'll have

that in the show notes.

624

: 00:35:27

Lisa Kneller Coaching

forward slash free stuff.

625

: 00:35:31

The free stuff is, guides PDFs.

626

: 00:35:34

I have a top three questions to ask

yourself during any life transition.

627

: 00:35:39

I have a whole PDF on the

body budget, things like that.

628

: 00:35:42

So people can find me through there.

629

: 00:35:44

They can also find me on my

podcast called My Golden Life,

630

: 00:35:47

and that is on Apple and Spotify.

631

: 00:35:51

And, LinkedIn, Instagram,

Facebook, all under Lisa Kneller

632

: 00:35:56

or Lisa Kneller Coaching.

633

: 00:35:58

Freddy D: Okay, excellent.

634

: 00:35:59

It's been wonderful having you on

the Business Superfans Podcast , been

635

: 00:36:03

a great guest, great conversation.

636

: 00:36:05

Cause it's a very important topic.

637

: 00:36:07

Mind management is a very important

topic, especially in today's world where

638

: 00:36:11

things are, there's a lot of uncertainty.

639

: 00:36:14

There's a lot of things happening with

the fires going on and some of the

640

: 00:36:18

weather conditions and stuff like that.

641

: 00:36:20

So mind management is probably more

prevalent today than it ever was.

642

: 00:36:26

Lisa Kneller: Yeah.

643

: 00:36:26

Thank you, Freddie.

644

: 00:36:27

I really appreciate you having me

on as a guest and I wish you the

645

: 00:36:30

ultimate success as you help people

build superfans all over the world.

646

: 00:36:35

Freddy D: Thank you, Lisa.

647

: 00:36:36

And we'll look to have you

on the show down the road.

648

: 00:36:39

Lisa Kneller: All right.

649

: 00:36:39

Sounds great.

650

: 00:36:40

Freddy D: Thank you.