Mauro Ronci

Learnings on Customer Success and Leadership

Tag: frameworks

  • From Frustration to Solution: mastering conflict with “HEAR”

    From Frustration to Solution: mastering conflict with “HEAR”

    In a healthy work environment, facing conflicts with customers or colleagues is inevitable, but not necessary. Responding to their aggression, frustration, or passivity without actively seeking common ground never yields good results. I can guarantee this because I’ve made all the mistakes mentioned. That’s where the HEAR framework comes into play. It helps build a…

  • The 4 Quadrants of Employee Performance (+ a Story Confirming How It’s Important)

    The 4 Quadrants of Employee Performance (+ a Story Confirming How It’s Important)

    The Job of a Leader in a Startup Environment Is Hard Don’t get me wrong: every job that includes being responsible for people’s growth and results is hard. But in almost every startup environment, a leader remains connected, to a minimum degree, with operational tasks. As a consequence, we face high stress levels combined with…