In this solo episode, Gary shares his insights on Managing Relationships 301 — the mindset and models behind working more effectively with people, especially those who are challenging. Whether you're in Customer Success, leading a team, or navigating cross-functional relationships, understanding human behavior is essential to leading more effectively.

Gary walks you through the OCEAN personality model (also known as the Big Five) and compares it to the more widely used DISC framework. Why is DISC so common in corporate training? Why is OCEAN more powerful for long-term leadership success? And how can understanding these traits make you better at reading the room, adapting your approach, and building trust?

You'll walk away with a modern, practical lens to assess personalities and a call to lead with the Platinum Rule — treating people how they want to be treated.

🔑 In This Episode:

• Why relationship management = behavior management
• The difference between DISC and OCEAN models — and how to apply both
• Full breakdown of the OCEAN traits:
• Openness – Visionaries vs. Stabilizers
• Conscientiousness – Planners vs. Flexers
• Extraversion – Drop-in Energizers vs. Prep-First Thinkers
• Agreeableness – People-Pleasers vs. Analytical Challengers
• Neuroticism – Worriers vs. Rock-Steady Resolvers
• How to spot these traits in clients, coworkers, and even yourself
• Why you should lead with the Platinum Rule, not the Golden Rule
• Tips for managing high-stress situations with different personality types and how to deal with difficult people and situations.

🛠️ Frameworks Mentioned:

• OCEAN / Big Five Personality Model
• DISC Personality Model
• The Platinum Rule – Treat others how they want to be treated

🎯 Action Challenge:

Pick a difficult interaction from this week.

1. Guess the other person’s dominant OCEAN trait(s).
2. Adjust your approach using what you learned.
3. Reflect on what changed — and how it impacted the outcome.

🧠 Ideal For:

• CS & CX Managers
• People Leaders
• ICs managing complex stakeholder relationships
• Anyone trying to decode human behavior in high-stakes environments

📌 Resources:

• Want to learn more about OCEAN? Check out Science of People by Vanessa Van Edwards. Big hat tip to Vanessa and her work which helped inspire me and my approach!
• DISC Personality Overview: DISCprofile.com

📣 Stay Connected:

Like this episode? Subscribe, share it with your team, and leave a review.

Follow Gary on LinkedIn and check out the Your Customer, Your Success YouTube channel for full interviews.

🔗 Connect with Gary Marra:

· LinkedIn: https://www.linkedin.com/in/gary-marra/

· Marra CX Hub: https://marracxhub.com/

· YouTube: YCYS YouTube Page

Want to be a guest on Your Customer, Your Success?

Send Gary Marra a message on PodMatch here:

https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4

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