In this follow-up conversation to Frontline Training Solutions’ recent webinar on coaching, Nic Dampier sits down with Lorraine Medici, Director of Training and Development at Frontline, to unpack what effective coaching really looks like in day-to-day leadership conversations.

Building on the frameworks introduced in the webinar, Lorraine breaks down the core coaching tools leaders need to diagnose and address performance challenges without defaulting to fixing, lecturing, or micromanaging. Together, Nic and Lorraine explore the Hill–Will–Skill model as a practical way to identify whether barriers are organizational, motivational, or skill-based—and why leaders often jump to solving the wrong problem. They discuss how curiosity, open-ended questions, and intentional listening can shift power dynamics, build trust, and create accountability without eroding relationships.

The conversation dives deep into real-world coaching moments, including how to use clarifying, barrier, and action questions effectively; how to recognize red flags that a leader hasn’t fully diagnosed the issue; and why asking “what else?” can be one of the most powerful tools in a coaching conversation. Nic and Lorraine also model a live coaching dialogue, illustrating how curiosity, reflection, and validation help leaders move from frustration to clarity.

This episode offers practical, immediately usable insights for leaders at all levels—especially those who want to stop firefighting, develop self-reliant problem solvers, and create environments where people take ownership of their work.

Whether you’re leading frontline teams, managing professionals, or developing future leaders, this conversation challenges common assumptions about coaching and provides grounded strategies to make it stick.

Tune in to Behind the Frontline for honest conversations that equip leaders to coach with confidence, curiosity, and purpose.

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Contact us today to learn how Frontline Training Solutions can support your leadership and organizational development goals.

In this follow-up conversation to Frontline Training Solutions’ popular webinar on workplace motivation, Nic Dampier sits down with Ryan Williams, Leadership and Team Development Manager at Frontline, to go deeper into what truly drives — and diminishes — motivation at work.

Building on the frameworks shared in the webinar, Ryan unpacks three critical concepts every leader must understand: why perks and pay alone don’t motivate people, how intrinsic motivation is shaped by autonomy, competence, and connection, and how unseen friction inside systems and processes quietly erodes engagement over time.

Together, Nic and Ryan explore real-world leadership challenges — from the hidden costs of micromanagement to the unintended consequences of over-relying on incentives — and challenge leaders to reflect on the environments they’re creating. They discuss how well-intentioned leaders often undermine motivation without realizing it, why “hands-off” leadership isn’t the same as autonomy support, and how clarity, curiosity, and coaching conversations can unlock ownership and follow-through.

This episode also dives into practical applications leaders can use immediately, including identifying friction in performance management, onboarding, and daily workflows, designing meetings where all voices are heard, and shifting from control-based leadership to cultures built on trust, accountability, and growth.

Whether you lead people on the frontlines, manage teams in manufacturing or professional environments, or are rethinking how to retain and engage talent in today’s shifting workforce, this conversation offers grounded insights and actionable strategies to help motivation stick — not just spike.

Tune in to Behind the Frontline for honest conversations that challenge assumptions and equip leaders to build workplaces where people want to show up, grow, and contribute.

Subscribe wherever you get your podcasts.

Learn more at www.frontlineon.com, where we partner with organizations to create thriving workplaces where everyone matters.

Contact us today to discover how Frontline Training Solutions can support your leadership and organizational development goals.

In this follow-up conversation to our popular webinar “Pretty Good Isn’t Good Enough,” Nic Dampier sits down with Frontline Training Solutions experts Alec McGuire and Lorraine Medici to explore what separates organizations that deliver truly exceptional customer experiences from those that settle for “good enough.”

Alec and Lorraine unpack the real costs of inconsistent customer service, why internal customer experience matters just as much as external, and how leaders can create a culture where ownership, empathy, and accountability show up in daily behaviors—not just in training rooms. Together, we dive deeper into the practical frameworks shared in the webinar, including the power of emotional connection, recovery conversations that rebuild trust, and the mindset shift required for teams to choose excellence over convenience.

Whether you lead a frontline team, oversee customer-facing operations, or want to strengthen your organization’s service culture, this episode offers actionable insights to help you raise the bar and move from “pretty good” to unforgettable.

Tune in and take your customer experience to the next level.

Subscribe to Behind the Frontline wherever you get your podcasts for honest conversations and actionable strategies that help your organization grow, lead, and thrive.

Learn more at www.frontlineon.com, where we create thriving organizations where everyone matters.

Contact us today to find out how Frontline can support your leadership and organizational development goals.

In this episode of Behind the Frontline, Nic Dampier sits down with Jason Russell, Founder and President of SEC Protects and former U.S. Secret Service Agent, and Pete Gerkin, Senior Lead Consultant and 26-year veteran of the Kent County Sheriff’s Office, to discuss behavioral threat assessment and how organizations can create safer, more aware workplaces. Joined by Janis Petrini, Co-Owner of Frontline Training Solutions and Express Employment Professionals Grand Rapids, the conversation explores how to spot early warning signs, de-escalate conflicts, and build psychological safety across teams.

Learn what to look for when behaviors shift, why proactive de-escalation and communication training are essential, and how leaders can strengthen connection and care before issues escalate.

Learn more about SEC at www.secprotects.com.

Subscribe to Behind the Frontline wherever you get your podcasts for honest conversations and actionable strategies that help your organization grow, lead, and thrive.

Learn more at frontlineon.com, where we create thriving organizations where everyone matters.

Contact us today to find out how Frontline can support your leadership and organizational development goals.

Welcome to Behind the Frontline, the podcast where we have real conversations about real workplace challenges, hosted by Nic Dampier, Creative Director at Frontline Training Solutions.

In this episode of Behind the Frontline, Nic is joined by Nathan Leaman, President at Frontline Training Solutions, and Ryan Williams, Leadership & Team Development Manager. Together, they dive into a lively game of Myth or Fact, tackling some of the most common beliefs about leadership in today’s workplace. Listeners will walk away with a clearer picture of the qualities that matter most in leadership—and a few myths busted along the way.

If you’re navigating your own leadership journey or developing the next generation of leaders, this episode will spark thought, challenge assumptions, and equip you with ideas to bring back to your workplace.

Check out the blog mentioned in the episode here: https://frontlineon.com/blog/the-balcony-and-the-dance-floor-what-every-new-leader-needs-to-know/

Subscribe to Behind the Frontline wherever you get your podcasts for honest conversations and actionable strategies that help your organization grow, lead, and thrive.

Learn more at frontlineon.com, where we create thriving organizations where everyone matters.

Contact us today to find out how Frontline can support your leadership and organizational development goals.

Welcome to Behind the Frontline, the podcast where we have real conversations about real workplace challenges, hosted by Nic Dampier, Creative Director at Frontline Training Solutions.

In this episode, I sat down with Dr. Jimmy Nelson and Ryan Williams from Frontline Training Solutions to talk about something that every organization faces, but few want to name: the true cost of bad leadership. From toxic cultures and high turnover to stalled growth and disengaged teams, ineffective leadership leaves a wake that’s deeper than most leaders realize.

We unpacked what poor leadership really looks like on the ground, why it happens, and, most importantly, what organizations can do about it. Whether you’re navigating tough personalities, seeing early signs of dysfunction, or trying to rebuild trust, this conversation is packed with practical insights, real-world scenarios, and next steps to start shifting your leadership culture for the better.

You’ll also hear how to make the business case for leadership development, even if your leaders aren’t “bad”—just not yet great.

Subscribe to Behind the Frontline for honest conversations and actionable strategies that help your organization grow, lead, and thrive.

Learn more at frontlineon.com, where we create thriving organizations where everyone matters.

Contact us today to find out how Frontline can support your leadership and organizational development goals.

Welcome to Behind the Frontline — the podcast where we have real conversations about real workplace challenges, hosted by Nic Dampier, Creative Director at Frontline Training Solutions.

In this episode, I sat down with Nathan Leaman, President of Frontline Training Solutions, to unpack a model that’s reshaping the way organizations think about leadership: the Balance of Leadership. We explored what it really means to lead with both high challenge and high connection—and why leaning too far into one without the other can lead to disengagement, burnout, or stagnation.

Whether you're leading a production line or a professional team, this conversation offers practical insights into how to build trust, drive performance, and show up with intention. We also tied the model to the themes in The Balcony and the Dance Floor, breaking down the difference between doing the work and seeing the work from above.

Listen in as we share real-world examples, workplace red flags, and simple ways to begin assessing your own leadership approach—no matter your title.

Subscribe to Behind the Frontline for timeless leadership strategies and solutions that help your organization grow, lead, and thrive.

Learn more about Frontline Training Solutions — where we create thriving organizations where everyone matters.

Contact us today to discover how we can support your leadership and organizational development goals.

Welcome to Behind the Frontline — the podcast where we have real conversations about real workplace challenges, hosted by Nic Dampier, Creative Director at Frontline Training Solutions.

In Episode 31, we’re joined in the Frontline Studio by David Robb, Co-Owner and Managing Partner, and Janis Petrini, Co-Owner and Founder of the Express Employment Professionals companies in Grand Rapids, Michigan. Together, we unpack insights from our last two webinars: The Future of Talent: What Every Employer Needs to Know and Building a Future-Ready Workforce.

From changing workforce demographics to the growing demand for upskilling and adaptable leadership, this conversation dives deeper into what it truly means to prepare your organization for what’s next. Janis and David share firsthand observations from working with companies across West Michigan and beyond, offering practical advice and fresh perspective on staying competitive in a tight and evolving labor market.

Subscribe to Behind the Frontline for timeless leadership strategies and solutions that help your organization grow, lead, and thrive.

Learn more about Frontline Training Solutions — where we create thriving organizations where everyone matters.

Contact us today to discover how we can support your leadership and organizational development goals.