What happens to innovation, team dynamics, and trust in organizations when a significant portion of employees are emotionally fragile, risk-averse, and struggle with interpersonal interactions?

In this episode of the Delighted Customers podcast, I dive into the profound impact of generational shifts on workplace culture, leadership, and customer experience. Drawing insight from the best-selling book, The Anxious Generation by Jonathan Haidt, my guest Charlie Green and I explore how Gen Z—shaped by overprotective parenting, the rise of social media, and the isolating effects of Covid—are changing the future of professional services firms and beyond. The implications are not just for the workplace, but for entire industries that rely on innovation, adaptability, and trustworthiness from their teams.

You need to listen to this episode because Charlie Green is not just an expert on trust—he literally wrote the book on it! As the co-author of The Trusted Advisor and founder of Trusted Advisor Associates, Charlie brings unparalleled authority and hands-on experience to the discussion. If you're responsible for hiring, leading, or influencing teams in any organization, Charlie offers the data, the anecdotes, and the actionable advice you need to spot warning signs and respond effectively.

Here are three questions Charlie answers during our conversation:

• What are the biggest risks facing organizations as Gen Z moves into leadership roles?

• How can managers recognize and respond to "emotional fragility" and risk-aversion in their teams?

• What practical strategies can leaders use to build trust, resilience, and effective collaboration in a hybrid, post-pandemic world?

Don't miss this timely episode! Listen and subscribe to the Delighted Customers podcast on Apple Podcasts and Spotify—plus, it's available on all your favorite podcast platforms.

Meet Charlie Green

Charlie Green is the co-author of The Trusted Advisor and author of Trust-Based Selling. As founder of Trusted Advisor Associates, Charlie has trained, coached, and consulted with thousands of professionals in global firms like Accenture, McKinsey, and the Big Four. His expertise centers on the mechanics of trust, trustworthiness, and how deep human connection drives the best business outcomes. With decades of experience and a powerful network, Charlie is a sought-after advisor, webinar host, and keynote speaker, especially on topics of leadership and organizational culture. Charlie holds credentials in consulting and business development, and he's committed to helping leaders at every level create more resilient, responsive, and trustworthy organizations. Connect with Charlie on LinkedIn here.

Show Notes & References

• The Anxious Generation by Jonathan Haidt (NYT Best Seller)

• Trusted Advisor Associates: https://trustedadvisor.com

• Charlie Green's LinkedIn: https://www.linkedin.com/in/charliegreen/

• Robert Putnam, Bowling Alone (book reference)

• Contact Charlie Green: [email protected]

Subscribe, listen, and let me know what resonates!