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20 contributions to The Rapport Coach
Please Read: Updates - Veterans Day is Coming
UPDATED Information! Re: 11/2/2026 - I need to run this! Who is available? Working on a story for this occasion. Here is what I have learned so far: The Sidewalk Showers project is specifically geared for the homeless population in our area. At this time, the population includes 5 to 8 veterans. The sponsoring organization, Altrusa, has never done this before, so they have no idea what to plan for or expect. I was told to plan on 10 to 15 minutes. My plan: I posted a PDF with my personal story. I completed a discovery call and was on track with the message I wrote here. I am going to add more about what Veteran's Day means, in honoring our veterans. I was able to talk to her about regarding the set-up, when I can go to the place to walk around, and run that list. Further information I will gather will be based on the 'what is it about this program that drew them to provide this program' I may need a security guard due to the nature of some issues we have been dealing with in our area. I am prefacing with this information. Please read through the PDF, and give feedback!
Please Read: Updates - Veterans Day is Coming
1 like • 5d
@Paula Morgan send it and I will create the meeting
0 likes • 4d
Maria, I only have your old email.
Local interview for my non-profit Bootprints
I had an opportunity to be interviewed about my new non-profit, Bootprints, and posting the snapshot here. I am not overly excited about the flow of the story but, it still brings my mission to the from..
Local interview for my non-profit Bootprints
1 like • 8d
I did not have the liberty to review. She just told me that it was published.
Recovery
Scott challenged each of us today on making a commitment to how we will spend the next week committing to better recoveries. My commitment will be to post interaction recoveries after everyone of them and not just moving on to the next interaction. What is your commitment to better recoveries either micro or macro?
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Recovery 4.3
As we sit through our Group 4 call today. Scott reinforces the need for recoveries, both micro and macro. Below are some rituals for post interaction recoveries. • What a reset buys you (teach all three): It lets you metabolize the tension and stress from the last engagement; it resets your energy so you "walk out of that engagement clean" — freeing you for high performance and flow; and it prepares the instrument for the next demand signal. Without it, every skipped reset is "another rock in the pack" of allostatic load — until you look like you don't trust yourself, say something inappropriate, or miss a live opportunity. • Ritual element 1 — shift from helper to beneficiary: Per story expert Doug Lippman, every engagement at the primal level has a beneficiary and a helper. Selling, you're the helper — energy up, on. After the close, "you need at least a moment to become the beneficiary, not the helper." Let family, staff, or a teammate step in (Scott's wife intervenes for him; Bubba or Dylan engage while he resets backstage). Otherwise "people are going to bleed you out without even meaning to do it" — the 82nd Airborne first-cousin story is the cautionary tale. • Ritual element 2 — micro-recovery in real time: An episodic reset of body, voice, mind, or spirit. Plan it in the preparation phase: know where and how you'll recover before the engagement starts. Options by situation: excuse yourself for air, a five-minute walk after a video call, calling a short break in the room, or pre-negotiating one — "is it cool if we take a three to five-minute break?" Quick tools: jumping jacks, let go breaths, lip trills, "I have time" temporal pacing, recovery breathing. And the vetting frame if someone objects: "If they can't respect the fact that you need a little break for that, probably not someone you want to work with." • The five-minute digital detox: No phone — the "dopamine dispenser" — no 24/7 news, no email for five minutes after every engagement. Get into the natural world instead. Otherwise "You are right back on someone else's agenda as soon as you're done." Pre-condition your people and even your boss when risk is low: "Can we just have a rule that after they get off a call, we give them five minutes, no comms?" His close on it: "Because the biology is the biology. If you do that s**t, it's going to make you worse at sales."
Module 5 - Video/Workbook Conflicts
Just a heads up that In Module 5 - There is a conflict in the Videos/Lessons! Video 5.3 Narrative Competence / Workbook is Questionology Video 5.4 Questionologly / Narrative Competence
1 like • 13d
And 5.5 is not in the workbook. I will inform Brian
1 like • 12d
@Paula Morgan I went through the full module and updated Brian.
1-10 of 20
Ken Kiernan
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12 points to level up
@ken-kiernan-4092
President Ken Kiernan co-founded ICS, and serves as CEO. With a 30 year history helping customers follow their journey in the contact center space.

Active 3h ago
Joined Jul 15, 2026
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