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Bob & Jeremy's Conflab

Bob Morrell and Jeremy Blake

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Step into the Conflab with us, Bob & Jeremy, lifelong friends since our days at drama school in 1991. With over two decades of experience running a successful sales and management training business together, we bring a wealth of insights and anecdotes to the table. Launched during the lockdown of June 2021, Bob & Jeremy’s Conflab gives you fresh perspectives on business, life, and everything in between. Join us as we share stories and observations from our extensive travels, training, and co ...
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The Reality is Sales Training

Bob Morrell & Jeremy Blake

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Join your hosts Bob Morrell and Jeremy Blake as they draw from over 20 years of global sales training and coaching experience to bring the world of sales conversations to life with insightful and related stories. Companies will often question investment in skills training for varied and fascinating reasons. Bob and Jeremy will show you how, so often, the answer is: sales training. They'll tackle questions such as: How many organisations need sales training? What does this investment give the ...
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Contact Centre Focus

Jeremy Blake and Bob Morrell

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Welcome to Contact Centre Focus, your go-to podcast for industry insights and expert advice tailored specifically for advisors, agents, salespeople, team leaders, managers, and directors of contact centres. Join your hosts, Bob Morrell & Jeremy Blake, renowned sales trainers and executive coaches from Reality Training, as they share their wealth of knowledge from training thousands of people in contact centres worldwide. Our mission? To empower you and your team, ensuring that your contact c ...
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This week, we are excited to welcome Theodore 'Ted' Johnson, the Community Engagement Specialist at Timucuan Ecological and Historic Preserve and Fort Caroline National Memorial. Ted shares insights into the challenges of interpreting a site rich in both history and nature, highlighting the diverse voices that contribute their stories and the cruci…
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This week's podcast features Toby Bloom, the National Program Manager for Travel, Tourism, and Interpretation at the USDA Forest Service. Toby shares her journey into this role, the significance of interpretation within a federal agency, and her collaborative efforts with international sites. NAI’s Paul Caputo and Song Stott join the conversation.…
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Katie Shea, Member of the Citizen Potawatomi Nation & NAI Board, is steadfast in her commitment to educating about the cultural and political sovereignty of Indigenous peoples. Katie’s passion for elevating voices through connection and community quickly revealed to her that promoting cultural understanding can be impactful through the art of inter…
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Send us a Text Message. Have you ever wondered what it takes to make a lasting impression at a networking event? This episode kicks off with a hilarious sketch showcasing some common networking blunders, reminding us all about the importance of making a strong first impression. We dive into practical tips on overcoming shyness, avoiding snap judgme…
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Registration is open for the NAI Conference, December 3–6, St. Augustine, Florida! Join the NAI Conference Committee for this preview of NAI 2024. Amanda Thompson, Conference Chair Marthalynne Allen, Program Chair Jennifer Chapman, Community Outreach Chair Alaina Allen, Volunteer Chair Caroline Lochner, Local Arrangements/Field Trip Chair Learn mor…
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Marc Stern and Bob Powell have served as the editors of NAI's Journal of Interpretation Research for more than half a decade. In this episode, they discuss the value of research within the profession, and their own work as researchers. Marc J. Stern, PhD, is aprofessor in the Department of Forest Resources and Environmental Conservationat Virginia …
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In this episode, we welcome Nadina Galle, Ecological Engineer, National Geographic Explorer & Author of "The Nature of Our Cities." Nadina shares her insights on urban ecology, discussing how environmental data and natural behaviors can bridge the gap between technology and nature, emphasizing the role interpretation can play in this process. She j…
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Send us a Text Message. We all have irritators – things we say without realising. You may know what you’re talking about but you’re not thinking about how you come across, and as such you will pepper your discussion with verbal habits that are really annoying. ‘Obviously’ is the most common, followed by ‘basically’. How patronising when you think a…
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Liz Morrell is the Strategic Planning & Historic, Cultural, and Community Resources Manager for the Parks and Recreation Department in Mecklenburg County, North Carolina. She discusses the process of restoring Latta Place and highlights the involvement of community partners. Latta Place is reimagining its operations and interpretive experiences to …
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Send us a Text Message. Elections are great ways to learn about the best public speaking. Rishi Sunak, Keir Starmer, and Nigel Farage, as well as a huge number of supporting cast members will be trying their best to influence us over the next few weeks and any of us can study how good they really are. We all need, sometimes to elevate our voices an…
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Colby Brokvist is an adventure guide, author, and trainer of interpretive guides around the world. Colby published a book on adventure guiding, The Professional Guide's Handbook, which includes a chapter summarizing thematic interpretation principles for guides. Colby joins Song Stott and Paul Caputo to discuss adventure guiding and interpretation.…
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Send us a Text Message. Senior Managers have an important question to answer – what development is going to make them better at what they do? Or do they need any at all? Unlock the full potential of senior leadership with expert insights from Bob & Jeremy, executive coaches who bring to life the varied activities that are available. This episode pr…
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Send us a Text Message. This is the most underused question in sales. Unlock the secret to improving your sales with the subtle, yet impactful, 'power of choice' strategy. Join Bob Morrell and Jeremy Blake as they reveal how offering options can shift the customer's mindset from a passive observer to an active decision-maker. Ever been trapped by t…
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The "Interpreting Environmental Justice" online conference is back for a second year! This episode of "What's Up Interpreters?" features leaders from the two NAI sections that are putting on this event: Caroline Lochner of the NAI Sustainability Section and Richard Munoz of the NAI Justice, Equity, Diversity, Accessibility, and Inclusion Section. C…
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Send us a Text Message. In this new podcast, The Reality is Sales Training, Bob Morrell & Jeremy Blake, with over 20 years of experience behind them, dissect the worldwide sales conversation. They offer you the wit and wisdom to craft compelling narratives and new sales approaches that captivate any prospective customers. In this first episode, dis…
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Send us a Text Message. Have you ever caught yourself jumping to conclusions about someone based on their age or financial status? Our latest episode peels back the layers of ageism and bias within customer service, highlighting a conversation that will challenge your assumptions. Tune in as we dissect a fascinating call between a contact centre ag…
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Send us a Text Message. Ever been caught at the end of a meal, wallet in hand, wondering just how much to tip - or if at all? That's the exact conundrum we unpack in today's lively podcast, where we navigate the new Employment Allocation of Tips Act 2023, set to revolutionise UK's service industry. Join us as we delve into the principles of fairnes…
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James is a Conservation Interpreter at the Dallas Zoo and a Senior Guest Experience Associate at the Children's Aquarium Dallas. He has been working as an interpreter for over 7 years, yet his connection with interpretation extends far beyond that, spurred by his deep appreciation for communication and human bonds. His travels commenced in late 202…
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Send us a Text Message. Are you constantly the go-to problem solver in your contact centre? It's time to break free from the chains of reactive problem-solving, and our latest episode is your key to unlocking a more proactive team. We delve into the persistent cycle of team leaders being side-tracked by their team's issues, a pattern that not only …
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Send us a Text Message. How do you get through to a company's decision-maker? You’re not alone, this episode is a must-listen for anyone in the B2B space. We kick things off with a hilarious skit that hits close to home, capturing the all-too-familiar frustration of reaching out to remote-based workers. Then, we break down the hard truths of the in…
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Heather Pressman and Danielle Schulz discuss their book Art of Access with NAI's Paul Caputo and Heather Manier this week. Heather Pressman has worked in museum education, development, and communications. She is a founding member of the organizing committee for the Art of Access Alliance in Denver, a consortium working to make Denver’s arts and cul…
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This week on the podcast, we're celebrating baseball season! Guest Jef Lambdin created the mascot Wool E. Bull for the iconic minor league baseball team the Durham Bulls, made famous in the movie Bull Durham. On this episode, Jef joins hosts Song Stott and Paul Caputo to discuss the challenges and opportunities he faced communicating with audiences…
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Send us a Text Message. How often do you have to ask a manager for permission to use an offer? In your call centre how often does it happen? Well, strap in because we're dissecting that dance of discounts and it's quite the cha-cha of consumer psychology and strategic pricing! In this podcast we role play how these sound to customers – and work out…
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Send us a Text Message. What makes a sales strategy irresistible? This episode promises to change your approach to sales and sales training through the lens of behavioural science. We kick things off by discussing how societal trends, can signal shifts in consumer behaviour — a key factor in shaping effective sales tactics. We sight insights from b…
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Lawana Holland-Moore is the Director of Fellowships and Interpretive Strategies at the African American Cultural Heritage Action Fund, National Trust for Historic Preservation. In this week's episode, she discusses the importance of the sites AACHF funds, big or small, and how they preserve stories throughout history. She is joined by NAI's Heather…
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Send us a Text Message. In our latest episode, we examine new research into the level of customer satisfaction in the UK, where the landscape has shifted dramatically in recent years. We start by discussing the reasons behind the decline in customer’s experiences, from the pandemic's shake-up of our shopping habits, to Brexit and the economic and p…
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Send us a Text Message. Do you understand the frustration a customer feels when you say “I need to put you on hold and check with my manager"? This episode promises to unravel why this all-too-common practice is holding back the potential of call centres everywhere. We confront the lack of agent empowerment head-on, striving to identify the bottlen…
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Send us a Text Message. Do sales targets work? In this episode we study sales targets and expose their problems. Unpack the dilemma of arbitrary figures with us, as we get into the reasons of how these numbers can warp sales strategies, leading to short-term wins but potentially jeopardise your company's future. And if you think corporate life can'…
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Mynesha Spencer worked in the National Park Service for 13 years and was a panelist on the "From Barriers to Bridges" keynote panel at the NAI National Conference in Little Rock, Arkansas. Mynesha is the Founder, CEO and Principal Inclusion Strategist at All of Us Together Co., a human relations firm that specializes in diversity, equity and inclus…
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Send us a Text Message. If you have heard part one of this series you will know all about active listening, and utilising the best tone for your customers. Already you will be ahead of people who haven’t learnt these key skills – and here are 5 more! This jam-packed episode of Contact Centre Focus is all about amplifying your vocal prowess in ways …
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