The Employee Help Desk with Susan Mahaffee

Welcome to The Employee Help Desk—the podcast for small business owners who are great at what they do… but never signed up to manage people. Hosted by HR pro and executive coach Susan Mahaffee, this podcast delivers straight talk, real fixes, and all heart when it comes to the people side of your business. Each week, Susan answers the real questions you’re asking about employee situations—what to consider, what to say, and how to move forward with confidence. It’s practical, honest, and built for business owners who just want to get it right. The people stuff is hard—but you don’t have to figure it out alone.

Episode 8: The #1 Investment You’re Probably Not Making: Why Untrained Managers Are Hurting Your Business 08/21/2025

Episode 8: The #1 Investment You’re Probably Not Making: Why Untrained Managers Are Hurting Your Business Promoting someone doesn’t make them a leader. And waiting until you need someone to lead is too late. In this episode of The Employee Help Desk, we’re talking about the high cost of skipping leadership training — and why investing in new and emerging managers is the #1 thing you should be doing to protect your people, performance, and culture. I’ll share practical tools, real data, and one simple shift that could change how you promote and support leaders forever. 🔑 What You’ll Learn: Why promoting someone won’t solve performance problems The 6 mindset + behavior shifts every new leader must make What it really means to “hire for will, not skill” The business impact of skipping manager training What you can do today — and how to get real support this October ✅ Key Takeaways: 60% of new leaders receive no training — yet 40% fail within 18 months It only takes 143 days for employees to lose confidence in a new leader Leadership isn’t instinct — it’s learned. And your people can learn it If someone hasn’t been trained, they shouldn’t be doing interviews. That’s your brand Wanting to lead matters more than being good at the job they used to have 🔥 Powerful Language for Leading the Shift: “If you’re feeling nervous as the owner, your team probably is too. So give them a reason to believe in the future. Start with the people leading them.” “Hire someone with the will to lead — and give them the skill. Don’t promote someone who can’t, and doesn’t want to.” “Leadership isn’t just stress with a new title. It should feel aspirational again.” 💬 Bottom Line: Promoting someone without training them is like handing over your business keys without instructions. If you want your people to succeed — and stay — start before the problems begin. And if you’re ready to go beyond theory? My fall cohort of BOOST: Manager Essentials kicks off this October. It’s a 6-week, real-world training built for small businesses and their rising leaders — covering the exact mindset shifts, tools, and coaching they need to lead with clarity and confidence Links & Resources: If you liked this episode, don’t forget to follow, leave a review, and share it with another business owner who’s figuring out the people-side of work—just like you. Ask a question for the podcast or apply to be a guest: Learn more about People Rise: Check out our Workshop Series (Virtual + In-Person): Book a free 1:1 consultation with Susan: 📲 Follow & Connect: Get in touch: LinkedIn: Facebook: Instagram (Our most up-to-date content): If you liked this episode, don’t forget to follow, leave a review, and share it with another business owner who’s figuring out the people-side of work—just like you. /episode/index/show/2d29bf35-de24-407c-8da1-30257192217a/id/37900560

Episode 7: What the HR Just Happened at the Coldplay Concert? And what Business Owners Can Learn From It 08/15/2025

Episode 7: What the HR Just Happened at the Coldplay Concert? And what Business Owners Can Learn From It Today’s episode is inspired by a listener-submitted question—and wow, it’s a juicy one. You may have seen the viral moment at a Coldplay concert that turned into a full-blown HR scandal. Yes, this really happened. And yes, this is why The Employee Help Desk exists. We’re unpacking the moment that sent shockwaves through the business and HR worlds—and pulling out powerful lessons for leaders, entrepreneurs, and small business owners. 🔑 What You’ll Learn: What really happened at the now-viral Coldplay concert—and why it became an HR crisis The ethical expectations of HR leaders (and what happens when they break them) How power dynamics and public behavior can ripple through a company’s culture Why leadership isn’t something you can turn off when you leave the office What business owners need to do before something like this happens to them ✅ Key Takeaways: You set the tone. Your behavior as a leader is always on display—especially in public. HR must lead by example. If we want people to trust us, we can’t be part of the drama. Romantic relationships in the workplace rarely stay “just between two people.” They impact power, culture, and trust. Your culture is what happens when no one’s watching—not what’s printed on the website. When you mess up, own it fast and recover well. That’s where leadership shines. 🔥 Powerful Language for Leading the Shift: “You don’t get to have a ‘work you’ and a ‘personal you’ in public settings like that.” “Being a 24/7 leader is real. It doesn’t mean you’re perfect—it means you’re intentional.” “Workplace conduct is our department. Full stop.” “Your credibility is built every day, in every interaction.” “One of the best bosses I ever had told me: ‘You’ve got to wow in the recovery.’” “If people don’t trust your company, it doesn’t matter how strong your team is.” “It’s one of those things that often turns into a behind-the-scenes nightmare—and when that happens, your HR person earns every bit of their paycheck.” 💬 Bottom Line: This wasn’t just a juicy story—it’s a cautionary tale. When business owners or HR leaders blur boundaries, the fallout can be massive—internally and externally. Even if you're a small business, how you lead, behave, and respond in difficult situations is your culture. Don’t wait for a mess to clean up. Lead with intention. Set the standard. And when in doubt, get a sounding board. You shouldn’t have to do this alone. Links & Resources: If you liked this episode, don’t forget to follow, leave a review, and share it with another business owner who’s figuring out the people-side of work—just like you. Ask a question for the podcast or apply to be a guest: Learn more about People Rise: Check out our Workshop Series (Virtual + In-Person): Book a free 1:1 consultation with Susan: 📲 Follow & Connect: Get in touch: LinkedIn: Facebook: Instagram (Our most up-to-date content): If you liked this episode, don’t forget to follow, leave a review, and share it with another business owner who’s figuring out the people-side of work—just like you. /episode/index/show/2d29bf35-de24-407c-8da1-30257192217a/id/37832340

Episode 6: Making Decisions Without Leaving People Behind 07/16/2025

Episode 6: Making Decisions Without Leaving People Behind When your business or nonprofit grows, the way decisions get made can’t stay the same—but shifting from group input to clearer leadership calls isn’t always easy. People get left out. Feelings get hurt. And if you’re not careful, things start falling through the cracks. In this episode, we’re breaking down exactly how to lead that shift without losing trust—and how tools like RACI charts can help clarify who does what, when, and why. Whether you’re running a growing team or building better processes, this is essential listening for every small business and nonprofit leader. This episode was inspired by a real question submitted through our podcast question form. If you’ve got a leadership or people challenge on your mind, we’d love to hear from you. 👉 Submit your question here: 🔑 What You’ll Learn: Why decision-making feels harder as your team grows How to talk to your team about changing decision processes without creating tension Three simple strategies to still gather input without bogging things down How to use a RACI chart to define roles, reduce confusion, and balance workloads ✅ Key Takeaways: The 3 Smart Strategies for Leading the Shift: Build Listening Loops: Create structured moments for feedback without decision-by-committee chaos. Be Clear About Who Decides: Say who owns the final call, both before and after. Invite Feedback After the Fact: Keep the door open for input, without reopening the whole decision. Why RACI Charts Work: Force real clarity around roles Reduce confusion and duplicated work Protect against things slipping through the cracks as your team grows 🔥 Powerful Language for Leading the Shift: “We used to make decisions together because that worked when we were small. But now, we’ve reached a size where that’s slowing us down. We’re evolving—not excluding.” “We’re preparing to make a final decision by Friday. If there’s anything you think we’re missing, please share by Wednesday.” “This decision will be made by the leadership team. We’re gathering input now, then finalizing on Tuesday.” 💬 Bottom Line: Growing your team means growing your leadership. And that means learning how to balance structure with inclusion, clarity with flexibility. Your people want to know where they stand. They want to know their input still matters—even if they’re not in the final decision room anymore. The key is making that shift with intention—so your team feels informed, respected, and clear on what’s next. Links & Resources: If you liked this episode, don’t forget to follow, leave a review, and share it with another business owner who’s figuring out the people-side of work—just like you. Ask a question for the podcast or apply to be a guest: Learn more about People Rise: Check out our Workshop Series (Virtual + In-Person): Book a free 1:1 consultation with Susan: 📲 Follow & Connect: Get in touch: LinkedIn: Facebook: Instagram (Our most up-to-date content): If you liked this episode, don’t forget to follow, leave a review, and share it with another business owner who’s figuring out the people-side of work—just like you. /episode/index/show/2d29bf35-de24-407c-8da1-30257192217a/id/37426485

Episode 5: What to Do with Hearsay at Work (When You Didn’t See It Yourself) 07/01/2025

Episode 5: What to Do with Hearsay at Work (When You Didn’t See It Yourself) Somebody comes to you and says, “I heard that…” or “So-and-so told me…”—and now it’s in your lap. Welcome to the world of running a business with employees. Is it gossip? Is it something serious? What do you do when you didn’t actually witness the situation yourself? In this episode, we’re breaking down exactly how to handle secondhand reports, complaints, or concerns without jumping to conclusions, ignoring it, or making it worse. This is one of the most important people leadership skills you can build—and one that every small business owner needs. 🔑 What You’ll Learn: Why hearsay situations can wreck trust if not handled well How to stay neutral while gathering the facts The 5-step process for handling hearsay without overreacting (or underreacting) Simple, powerful phrases to set expectations in the moment How to document things the right way (a.k.a. leadership insurance) ✅ Key Takeaways: ✔️ The 5 Steps to Handle Hearsay: Slow Down. Stay Neutral. Get Specific. (Ask who, what, when, where, how.) Assess the Nature of It. (Is it tension? A serious violation?) Address the Right Thing. (Is it a conversation about professionalism, boundaries, or a real complaint?) Document. Document. Document. (Privately, factually—not assumptions.) 🔥 Powerful Language for Setting Expectations: “Here’s what I expect moving forward...” “We don’t sit in silence when things get stuck. That’s not how we operate.” “If something’s not working, I expect people to bring solutions, not just complaints.” “This company runs best when everyone assumes good intent and addresses problems early—with the right people, not about them.” 💬 Real Talk: Most of what comes to you like this isn’t an automatic crisis—it’s a signal that something needs attention. It’s either communication, expectations, or culture that needs a tune-up. The key is learning how to handle it calmly, clearly, and consistently—so it doesn’t become a bigger problem later. Links & Resources: Ask a question for the podcast or apply to be a guest: Learn more about People Rise: Check out our Workshop Series (Virtual + In-Person): Book a free 1:1 consultation with Susan: 📲 Follow & Connect: Get in touch: LinkedIn: Facebook: Instagram (Our most up-to-date content): If you liked this episode, don’t forget to follow, leave a review, and share it with another business owner who’s figuring out the people side of work—just like you. /episode/index/show/2d29bf35-de24-407c-8da1-30257192217a/id/37232910

Episode 4: Leadership Skills You Actually Need Right Now 07/01/2025

Episode 3: Dealing with People Problems Before They Blow Up 06/30/2025

Episode 3: Dealing with People Problems Before They Blow Up Easy ways to improve employee relationships—even the tough ones. You know the feeling. Someone on your team is off. There's tension. Things are getting weird. You hope it’ll pass—but spoiler: it usually doesn’t. In this episode of The Employee Help Desk, I’m sharing simple, effective ways to deal with people problems early—before they turn into drama, resentment, or turnover. No formal HR process required. 🔑 In this episode: Why waiting too long to address problems always backfires How to open a conversation without making things worse What most people are actually afraid of when it comes to conflict A real-life story of a team tension that got better—with one small move 💬 Real-world strategies you'll hear: Use “Hey, I’ve noticed…” as a soft opener that invites dialogue Get curious instead of accusatory—ask what’s going on, not what went wrong Watch for patterns: Is this a one-off, or something bigger? How to follow up after the conversation so it doesn’t fall flat 🧠 Ask yourself: Am I avoiding a conversation I know I need to have? Is someone on my team showing signs of frustration or burnout? What would it look like to address this earlier, with care? You don’t need to be an expert in conflict resolution. You just need to care enough to say something—and say it well. Because when leaders act early with empathy, the whole workplace gets healthier. 🔗 Links & Resources: Ask a question for the podcast or apply to be a guest: Learn more about People Rise: Check out our Workshop Series (Virtual + In-Person): Book a free 1:1 consultation with Susan: 📲 Follow & Connect: Get in touch: LinkedIn: Facebook: Instagram (Our most up-to-date content): If you liked this episode, don’t forget to follow, leave a review, and share it with another business owner who’s figuring out the people side of work—just like you. /episode/index/show/2d29bf35-de24-407c-8da1-30257192217a/id/37230135

Episode 2: How to Build a Team That Works Well Together 06/30/2025

Episode 2: How to Build a Team That Works Well Together If you’ve got employees, you’ve probably wondered why some teams just click—and others feel like pulling teeth. In this episode, we’re breaking down exactly what it takes to build a team that doesn’t just get work done—but works well together. Forget the trust falls and expensive team retreats. This is about practical, real-world strategies that actually improve collaboration, communication, and accountability in your small business. 🔑 What You’ll Learn: Why teams fall apart (hint: it’s not about skills) What “working well together” really looks like 5 simple but powerful habits to improve teamwork immediately How to stop being the glue holding everything together ✅ Key Takeaways: Use weekly “What’s On Your Plate?” check-ins to stay aligned. Ask: “What does success look like?” to drive clarity and reduce confusion. Address hidden bottlenecks by asking: “Is anything holding you up?” Celebrate team wins as a team, not just individual efforts. Model the behavior and energy you want from your team—because leadership sets the tone. 💥 Real Talk: Teamwork doesn’t require perfection. It requires clarity, consistency, and a willingness to check in—even when it feels uncomfortable. A well-functioning team means less drama, fewer surprises, and a business that runs smoother. 🔗 Links & Resources: Ask a question for the podcast or apply to be a guest: Learn more about People Rise: Check out our Workshop Series (Virtual + In-Person): Book a free 1:1 consultation with Susan: 📲 Follow & Connect: Get in touch: LinkedIn: Facebook: Instagram (Our most up-to-date content): If you liked this episode, don’t forget to follow, leave a review, and share it with another business owner who’s figuring out the people side of work—just like you. /episode/index/show/2d29bf35-de24-407c-8da1-30257192217a/id/37220200

Episode 1: What Kind of Leader Are You (and Is It Working?) 06/28/2025

Episode 1: What Kind of Leader Are You (and Is It Working?) If you have employees, you’re a leader—whether you meant to be or not. But what kind of leader are you? And more importantly… is it working? In this first episode of The Employee Help Desk, I’m digging into the core of everything: your leadership style. Not the buzzwords. Not the theory. But the real, everyday way you show up—and how it shapes your team, your culture, and your results. I’ll introduce the idea of your Leadership Signature—and why every business owner, manager, or team leader needs to uncover theirs. 🔑 In this episode: Why how you lead is the foundation of your business What your team already knows about your leadership style (even if you don’t) 6 relatable types of leaders—and how to recognize yourself in them Why being intentional matters more than being perfect ✏️ Common leadership types I explore: The Fixer – Jumps in too fast, team never gets to learn The Supporter – Kind, but avoids conflict The Driver – High expectations, but may burn people out The Visionary – Big ideas, low clarity The Delegator – Trusts too much without follow-up The Firefighter – Always in crisis mode, no time to lead 🧭 What to reflect on: What would your team say it’s like to work for you? Are your habits helping—or hurting—how your business runs? What kind of leader do you want to be? This is where the real leadership work begins. Because if you don’t define how you want to lead, your stress, your habits—or your fear—will do it for you. 🔗 Links & Resources: Ask a question for the podcast or apply to be a guest: Learn more about People Rise: Check out our Workshop Series (Virtual + In-Person): Book a free 1:1 consultation with Susan: 📲 Follow & Connect: Get in touch: LinkedIn: Facebook: Instagram (Our most up-to-date content): If you liked this episode, don’t forget to follow, leave a review, and share it with another business owner who’s figuring out the people side of work—just like you. /episode/index/show/2d29bf35-de24-407c-8da1-30257192217a/id/37204325

Employee Helpdesk Trailer 06/27/2025

The Employee Help Desk with Susan Mahaffee

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