Magic in the Room #23: Unlocking EQ: Showing Courage

July 28, 2020

Trust takes courage. Accountability takes courage. Leadership, by its very nature, is a courageous act. In this episode, Chris, Hannah, and Luke share personal examples of courageous moments, and discuss what it means to have the courage to step.

Can you remember a time in your life that required an enormous amount of courage? Or a moment where you needed to step beyond your comfort zone and into the growth zone. Your hosts explore the  EQ spectrum  and the importance of  showing courage.

 

Hannah reflects on when she was 16 years old alone in a completely unknown town in the south of Sweden with her luggage and no passport. When her travel documents were shipped to her, she traveled to the Czech Republic via a ferry and several busses. When she eventually arrived back with her classmates, she was instantly nominated as a team leader.

 

Similarly, Luke found himself navigating Peru without being able to speak fluent Spanish. The Santa Cruz Trek took him you over a pass that was 15,600 feet high. Finding himself at the highest elevation he had ever been while trying to figure out transportation systems, secure food and accommodation required him to step out of his comfort zone too.

 

At 25, Chris shares how he delivered his first sales training keynote to 450 people at a large conference, and nerves forced him to lock up and freeze. But when you are on stage in the middle of a stadium, there’s nowhere to run, you have no choice but to show up and you’ve got to accept that. This is part of your growth, and the complexity of thought that can run through your mind in seconds can be exciting and daunting in equal measure.

 

These personal stories highlight how we are all required to find unexpected courage when we least expect it. The embracing of discomfort, not being in charge, knowing that you’re out of control is where the magic happens. Confronting fear, uncertainty, and doubt enables us to advance our purpose.

 

Here in 2020, Hannah is a self-confessed people pleaser who admits she often says yes, because she doesn’t want to disappoint. But recognizing that it’s only comfortable saying yes because that’s the path of least resistance is helping her find the courage to say no more often. If any of these stories sound familiar, remember that everyone has a courageous person inside them.

 

Ultimately, we must choose to step outside of our comfort zone to confront fear, uncertainty, and doubt. When we think about how organizations grow or change, it’s hard to think about examples that don’t start with a courageous choice. It’s very often someone willing to change their approach, ask questions, and innovate on some level without that assurance that it will work.

 

Showing courage  can have a significant impact on you and your business. The right tactics will also help the leap out of your comfort zone a little easier. So, what courageous act will you take that will take you to move your purpose forward?

 

Magic in the Room #199: The Power of Mattering

By Sarah Whitfield • April 7, 2026
In this episode of Magic in the Room, Luke Freeman, Hannah Bratterud, and Chris Province dive into the concept of “mattering,” inspired by Zach Mercurio’s work, and explore why it is a foundational driver of engagement, performance, and culture in organizations. They challenge leaders to move beyond assuming people matter to actively ensuring individuals feel that they matter by being valued and by contributing value to a shared purpose. The conversation highlights how mattering differs from belonging, why it cannot be replaced by perks or efficiency, and how leadership behaviors like attention, recognition, and presence directly shape whether people feel seen, heard, and understood. Through examples ranging from workplace dynamics to broader societal trends like social disconnection, they argue that disengagement, conflict, and even poor performance are symptoms of a mattering deficit. Ultimately, they position mattering not as a soft concept, but as a measurable, actionable leadership responsibility that underpins trust, resilience, and long-term success.

Magic in the Room #198: The GUEST Experience

By Sarah Whitfield • March 3, 2026
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.
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