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In this conversation, Bob Galen discusses his journey into agile coaching, the motivation behind his latest book called “Extraordinary Badass Agile Coach”, and the agile coaching profession.
In this conversation, Sandy Mamoli discusses high-performing teams and their characteristics.
In this episode, Paul Boos, an Agile coach at Excella and program director of Agile Coach Camps at Agile Alliance, discusses coach camps and their unique format. He shares his journey of becoming an Agile coach and explains how coach camps differ from traditional events and conferences.
Your support greatly helps and motivates me to produce more episodes like this.
Joana Kandic, Product Manager at cake.com, discusses customer support strategies, metrics, and future trends.
Jovana is a seasoned professional with a strong focus on customer support and success. She excels in managing all facets of customer service, from developing strategies to overseeing performance metrics. Currently, she is leading a team of product managers, driving innovation, and leveraging data to achieve business growth. In her previous role, Jovana directed customer support efforts, establishing policies, metrics, and quality assurance programs. Jovana also recruited, trained, and led teams while implementing systems to gather and analyze user feedback.
Takeaways
Align customer support with business goals and focus on exceptional support
Measure metrics such as first reply time, resolution time, and agent performance
Utilize AI to analyze feedback and assist support teams
Collaborate with other departments and prioritize communication
Take care of support agents' well-being and monitor team retention
Connect with Jovana
Website: www.cake.com
LinkedIn: https://www.linkedin.com/in/jovana-kandic/
Connect with Vit
Website: https://vitlyoshin.com/
LinkedIn: https://www.linkedin.com/in/vit-lyoshin/
X: https://twitter.com/vitlyoshin
Other: https://linktr.ee/vitlyoshin
Timestamps
(00:00) Intro
(04:55) Customer Service Strategy
(16:20) Measuring Support Team and Customer Satisfaction
(27:45) Collecting Feedback and Analysis
(32:27) Trends and AI Tools for Support Team
(43:13) Collaboration and Communication Across Departments
(47:28) Advice from Jovana
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Your support greatly helps and motivates me to produce more episodes like this.
Summary
In this conversation, Toby Rao, an agile leader and community builder, discusses building high-performance teams, NLP techniques, emotional intelligence, and psychological safety.
As the founder and principal of TORA Solutions, Toby specializes in Strategic Agile Transformation, Change Management, Program Management, and Organizational Development. With over 20 years of experience across various industries including IT, e-commerce, banking, and government, Toby is dedicated to helping organizations achieve their strategic goals through modern agile methodologies, driving business agility, and delivering tangible value. He has worked with renowned organizations such as Deloitte, JP Morgan Chase, CGI, and ICF, as well as several US Federal agencies, offering his expertise in coaching, consulting, training, and mentoring. Toby is committed to giving back to the Agile community, co-founding and leading two Agile meetups in Virginia with over 1300 members. He is also a sought-after speaker at agile conferences and industry events worldwide.
High-performing teams are built through trust, empowerment, effective communication, and clear roles and responsibilities.
Challenges in team dynamics include resistance to change, unclear roles, politics, lack of feedback, and unrealistic expectations.
NLP techniques, such as the NLP communication model, sensory equity, reframing, and anchoring, can improve communication and problem-solving.
Emotional intelligence helps individuals understand their emotions and behaviors, leading to better team dynamics. Emotional intelligence involves understanding and effectively using your emotions in relationships and communication.
Developing emotional intelligence can be done through self-awareness and seeking feedback from others.
Creating a safe environment for psychological safety is crucial for team success.
Remote work can impact psychological safety, but building personal connections and incorporating team-building activities can help maintain a sense of camaraderie.
Website: https://tobyrao.com/
LinkedIn: https://www.linkedin.com/in/tobyrao/
X: https://twitter.com/tobyrao
Website: https://vitlyoshin.com/
LinkedIn: https://www.linkedin.com/in/vit-lyoshin/
X: https://twitter.com/vitlyoshin
Other: https://linktr.ee/vitlyoshin
(00:00) Intro
(05:36) Building High-Performance Teams
(08:25) Challenges Teams Face When Transitioning to Agile
(13:37) NLP Techniques for Communication and Problem-Solving
(24:05) The Role of Emotional Intelligence in the Team Dynamics
(26:24) Developing Emotional Intelligence
(34:43) Psychological Safety and Developing a Safe Environment for Teams
(44:45) Effect on Psychological Safety of Remote Teams
Your support greatly helps and motivates me to produce more episodes like this.
Elena Agaragimova, a talent development expert, discusses staying relevant in the field, the impact of AI on talent development, and the use of AI in acquiring talent.
Elena Agaragimova is a talented expert in finding and developing great people. She's worked in universities and big companies, helping them grow. Right now, she's in a tech consulting firm, where she's in charge of finding new talent. But she doesn't just hire people - she helps them grow and do their best work.
Elena is also really good at speaking and writing about her work, inspiring people all over the world. She hosts two podcasts where she shares her tips and stories. Her books include Shift and The Rough Guide to Awesome Leadership. Shift provides readers with actionable advice for life-altering changes, while Rough Guide offers new managers a fun yet practical roadmap to success.
Outside of work, she helps young people and veterans find their way in the professional world. Elena's mission is to help everyone succeed in their careers.
To stay relevant in the field, individuals should cultivate curiosity, have the courage to make changes, and build relationships.
Organizations can support talent development by being proactive, having a solid strategy, and providing resources for managers to effectively develop their teams.
AI can be used in talent acquisition to assess potential based on a candidate's whole profile, rather than relying solely on resumes.
Predicting future trends and skills in the tech industry is challenging, but staying adaptable and open to learning is crucial. Soft skills, such as communication, influence, and leadership, are essential in any role and will always be in demand.
Staying updated on technological advancements, such as AI and machine learning, is crucial to remain relevant in the job market.
There is a disconnect between higher education and the corporate world, with many graduates lacking real-life skills and struggling to communicate their value.
Applying online through ATS systems has a low success rate, and networking and building relationships are key to finding opportunities.
Personal well-being and habits, including sleep, nutrition, exercise, and social ties, play a significant role in career success.
Website: https://elenaagar.com/
LinkedIn: https://www.linkedin.com/in/elenaagaragimova/
X: https://twitter.com/elenaagaragi
YouTube: https://www.youtube.com/channel/UCX-tUIvseCy5SKgzkZuXv7Q
Website: https://vitlyoshin.com/
LinkedIn: https://www.linkedin.com/in/vit-lyoshin/
X: https://twitter.com/vitlyoshin
Other: https://linktr.ee/vitlyoshin
Learn the tips to land a Product Management job in 2024!
Welcome back to the next episode of the Vit Lyoshin Podcast!
In this episode, Gary Cohen shares insights on coaching leaders in organizations on agile principles and practices. Gary is a software development leader and an agile coach/consultant. His specialties include software development leadership, agile development and product management, agile mentoring/coaching, business process reengineering, consulting, and mentoring. He is a strong advocate for continuous improvement, emphasizes the importance of feedback across all aspects of the organization, and is passionate about empowering people within the organization. Gary holds several agile credentials, including Certified Scrum Master, Certified Product Owner, ICP-Agile Facilitation, ICP-Agile Coaching, and Path to Agility Practitioner. His multifaceted skills contribute to building effective and adaptive software development teams and processes.
Takeaways
Understand the business outcomes leaders want to achieve and align agile practices with those goals.
Cross-functional teams are powerful and important in achieving the benefits of agile.
Learning and adapting are key features of agile, but they may contradict fixed schedules and roadmaps.
Develop internal champions to sustain agile practices within organizations. Building relationships and trust is crucial in agile coaching.
Giving frontline employees a voice helps build trust and credibility.
Agile metrics should be used as a guide and guardrails, not the end goal.
Measuring value in non-monetary terms can be challenging but essential.
Agile coaching is evolving towards more cross-functional teams and a focus on outcomes.
Focus on delivering value and being valuable to others, rather than titles or compensation.
Develop emotional intelligence and self-mastery as an agile coach.
Courage and transparency are important when coaching leaders.
Continuous learning and curiosity are key traits for agile coaches.
Join agile coaching communities and events for further learning and practice.
Connect with Gary
Website: https://www.practical-agility.com/
LinkedIn: https://www.linkedin.com/in/garyacohen/
Meetup: https://www.meetup.com/philadelphia-area-agile-coaching-dojo/
Connect with Vit
Website: https://vitlyoshin.com/
LinkedIn: https://www.linkedin.com/in/vit-lyoshin/
X: https://twitter.com/vitlyoshin
Other: https://linktr.ee/vitlyoshin
Timestamps
(00:00) Intro
(05:07) The Importance of Coaching Leadership on Agile Principles and Practices
(07:56) Essential Agile Practices for Leaders
(13:49) Establishing Trust and Credibility with Leaders
(15:50) Understanding and Communicating with Leaders
(19:50) Sustaining Progress After the Coach Leaves
(25:22) Overcoming Resistance from Leaders
(33:35) Using Agile Metrics
(40:34) Upcoming Trends in Agile
(47:57) Advice to Younger Self
(50:11) Final Lesson from Coaching Leaders
(54:06) How to Contact Gary Cohen
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In this conversation, Vit Lyoshin interviews Julie Bright, an Agile coach, facilitator, and trainer. They discuss various Agile methodologies, facilitation techniques, and Agile coaching. Julie shares her journey of becoming an Agile coach and the importance of self-organization and empowerment in Agile teams. They also explore the concept of team self-selection and its benefits in creating cross-functional and highly motivated teams. This conversation covers various topics related to agile work, leadership, and community. The role of leadership in remote work is discussed, highlighting the need for decision-making and support. The benefits of Open Space meetings are explored, emphasizing the value of self-organization and collaboration. The importance of fun and engagement in agile is emphasized, with a focus on using agile games for learning and team building. The value of connection and support in the agile community is highlighted, along with the importance of staying up-to-date with agile innovations. The role of agile coaches and mentors is discussed, emphasizing their role as catalysts for teams. The conversation concludes with advice for agile coaches and peers, emphasizing the importance of sticking together and recognizing their value.
Subscribe to the Vit Lyoshin Podcast, write an honest review, and share with people who you think will benefit from hearing this information.
You can also find this podcast on YouTube.
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