Magic in the Room #69: Leading When People Experience Trauma with Chris King
September 28, 2021
We must learn to be honest about the trauma people experience, and lead with care and compassion.
When we experience physical trauma, such as a skinned knee or a broken bone, we are well equipped to deal with it. We know when to put on a bandage or go to the doctor. However, when people experience mental or emotional trauma, leaders are often unsure how to care for them. In this episode of Magic in the Room, guest Chris King joins Luke and Hannah to discuss leading when people experience trauma.
Chris King is a licensed therapist in the state of Oklahoma (LPC) and operates a private practice with several therapists serving people in Oklahoma and Arkansas. Find more at chriskingcounseling.com.
Research in this episode:
- Man's Search for Meaning by Viktor Frankl
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Music by evangrimmusic.com
Recorded at storycatcher.studio
Support from techblogwriter.co.uk
In this episode of Magic in the Room, Luke, Hannah, and Chris explore how the concept of mattering transforms customer experience through their practical GUEST framework. Building on the idea that people thrive when they feel noticed, affirmed, and valued, they argue that exceptional service is not just about efficiency or technical competence, but about intentionally designing experiences where guests truly feel significant. They unpack the five elements of the GUEST model: Greet with empathy, Uncover needs, Express gratitude, Share names, and Teach benefits. They show how each step reinforces belonging and loyalty, whether in a 30-second interaction or a 30-year relationship. The conversation highlights the difference between service and hospitality, the power of recovery when mistakes occur, and the leadership responsibility to embed mattering into culture rather than leaving it to chance.
In this episode of Magic in the Room, Luke, Hannah, and Chris explore the lessons, transitions, and leadership insights they’re carrying forward into 2026, emphasizing the importance of narrowing focus, letting go of resistance, and aligning with natural rhythms to create meaningful momentum. They discuss how personal and professional growth often emerges through periods of chaos and transition, highlighting themes such as intentionality, subtraction as a multiplier, and the courage required to release control, certainty, and outdated habits. Drawing on their work with purpose-driven organizations, they explain how leadership transformation begins internally, noting that organizational change is inseparable from personal development and mindset shifts. They also explore how embracing disturbance, addressing root causes instead of symptoms, and cultivating hope rather than cynicism can unlock resilience, stronger culture, and long-term performance.