On the Shifting People Podcast, co-hosts Derek Williamson and Kathleen McDonough interview Fern Chan, TEDx/keynote speaker, communication coach, and author, about practical communication frameworks for the hospitality and service industry. Drawing on her experience training New York law enforcement in de-escalation, Fern explains how leaders should first diagnose the real problem, connect with the intended audience by focusing on “W-I-I-F-M” (what’s in it for me), and translate corporate jargon into actionable, plain-language expectations. She shares tactics for managing up (metrics plus reputation and stories), coaching new managers to speak with confidence (avoid hedging and upward inflection), giving constructive feedback privately using neutral, fact-based paraphrasing, and handling guest conflicts by validating feelings without excusing behavior. The episode closes with how Fern works with organizations and her book, “How to Not Suck At Presentations.”

Follow Fern on Linkedin: https://www.linkedin.com/in/fernchan/

Reach out to fern here: [email protected]

Fern’s book for FREE: https://fernchan.com/free-book/

00:00 Podcast Welcome

00:27 Meet Fern Chan

00:48 From Training to Deescalation

01:46 Why Hospitality Needs Soft Skills

04:15 Start With the Real Problem

05:09 WIFM Audience Connection

08:04 Frontline Guest Language

09:26 Managing Up With Metrics

11:26 Stories Make Numbers Stick

13:57 New Manager Confidence

19:44 Vulnerability Builds Trust

22:39 Constructive Feedback Framework

25:59 Coaching Guest Conflict Deescalation

29:51 Active Listening Empathy

32:19 Sharing Your Story Wisely

33:45 Give Them Agency Options

36:47 Handbooks HR Support

40:49 Ditch Jargon Plain Speak

43:51 Custom Training Approach

48:18 Book Title Pattern Interrupt

50:12 Host Takeaways Shifting Questions

57:39 Final Wrap Up (edited)

Links:

https://www.linkedin.com/in/fernchan/

https://fernchan.com/free-book/