Yours is a story.
A 20-page Discovery Questionnaire. Sample-call review. Three weeks of tailored build is the floor. Then a full day in your building — the 12-foot pole, the laughter, the energy, your team out of their chairs. Your team doesn't sit through another training. They walk out with a story they'll quote a year from now.
Activation Format
Travel always included
Before activation day
Bring your whole frontline
Discovery calls run 30 minutes · No pitch, no obligation · Myra's calendar fills 4–8 weeks out. Plan ahead.
And Fortune 500 contact centers across healthcare, financial services, insurance, retail, and utilities.
Two things can happen in your building. Only one of them gets quoted a year later.
A workshop is a meeting. An activation is an event. The first goes on the L&D budget. The second goes on the leadership-event budget.
A trainer presents. Your team sits.
- Generic deck. Generic examples.
- Sit-down chairs in straight rows for six hours.
- "Tips" your team forgets by Wednesday.
- No 12-foot pole. No movement. No story to tell.
- The room empties out the way it came in.
An event happens to your team.
- Designed for 3 weeks around your escalations.
- Your team out of their chairs. The 12-foot pole. Forced conflict. Laughter.
- Discovery Questionnaire + sample-call review before activation day.
- Energy that's photographable. Stories that get retold for years.
- Travel always included. Your CEO can drop in. The board hears about it.
Your team isn't "attending another training." They are attending an event — one that happens to permanently calibrate how they handle every hard customer afterward.
Eight things your team will do that they didn’t do Monday morning.
These aren’t learning objectives. These are behaviors your supervisors will see on the very next shift.
Eight behaviors. One unforgettable day. Reinforced by the Tailored Reinforcement Guide your team keeps.
Three phases. One unforgettable day.
An activation is not a delivery date. It is a deep intake, a tailored build, and a live event — calibrated to your team over four to eight weeks. 3 weeks is the floor on the build alone.
The Discovery.
A 30-minute Discovery Call with Myra. A 20-page Discovery Questionnaire with 21+ open-ended questions your leadership team and frontline supervisors complete in detail. Sample call recordings reviewed line by line. Your scripts, escalation patterns, policy traps, hardest customer types, brand voice, and frontline anxieties — all mapped before a single slide is built. No two installations begin from the same place.
Pre-Work30-min call · 20-pg questionnaire · sample-call review
The Build.
Three weeks of build time is the floor — the minimum lead time before Myra will accept an activation date. Myra’s frameworks are rooted in psychology and 25 years of research — the structure doesn’t change. What gets tailored is everything that touches your team: the breakout scenarios, the application strategy, the tactical direction, the workbook examples, the policy language, the call types Myra trains against. The frameworks stay solid. The application is built for you.
Build3 weeks minimum · often 4–6 · tailored to your team
The Live Activation.
A full day (or half day) in your building. Myra in the room. Real breakouts, not Zoom rooms. The 12-foot pole. The forced-conflict exercise. Your team out of their chairs, on their feet, in their bodies, laughing. Travel is always included in the fee. The system gets installed in real time and the room gets a story to tell.
ExecutionFull day or half day · in your building · the 12-foot pole · travel included
The 3R Conversation Control Method™.
The same architecture that has been installed inside Fortune 500 contact centers, three NFL franchises, and the CDC for 25 years — calibrated to your team in three weeks of design, then taught in your building over a single unforgettable day.
Regulate
Your rep stays calm under pressure — not because they are naturally calm, but because the structure tells them where to land their voice. Customers walk in at a 5. Your reps bring them down to a 1.
Redirect
The conversation moves toward resolution instead of in circles. Empathy without losing control of where the call is going. The customer does not notice the redirect happening. The conversation simply starts moving forward.
Resolve
The call ends with the customer settled, the rep intact, and the dashboard moving in the right direction. Especially when the answer is no. Especially when the policy says no. Without over-explaining. With confidence the customer can feel.
Instruct. Involve. Implement.
Most onsite training is one of those three. Yours is all three — in one full day, with Myra in the room, your team on their feet, and the 12-foot pole leaning against the wall.
Instruct.
Myra teaches the 3R framework against your team's actual escalations — not stock examples. Your scripts on the screen, your hardest customer types in the scenarios, your industry's policy language in the printed workbook. Built in three weeks of design before activation day.
Involve.
Small-group discussions. Live activities. Get-up-and-move exercises. Personal stories. Humor. Printed fillable workbooks your team writes in throughout the day. Engagement isn't hoped for — it's engineered the same way the 3R System itself is engineered.
Implement.
Inside The Forced-Conflict Exercise™, your team faces real conflict in a real room with a real 12-foot pole. The system stops being a slide and becomes a story your team tells for years afterward.
Yours stands up.
Myra brings a real 12-foot pole to your building. Your team walks into a room expecting a workshop. They walk out talking about the day a 12-foot pole taught them how to de-escalate.
The Claim
No other de-escalation trainer is doing this. Most workshops simulate conflict in slides. The Forced-Conflict Exercise™ creates conflict in the room — physical, real, in the body — so your team learns what de-escalation actually feels like before they need it on a tailoreder.
An open room. A real 12-foot pole.
Myra brings the pole. Your team brings the volunteers. The chairs get pushed against the wall. Suddenly the room isn't a classroom anymore — it's a space where something is about to happen.
A controlled push your team has to navigate.
Myra creates real, physical, controlled conflict with a group of volunteers. Frustration surfaces. Listening cues get missed. Tempers shift. Your team gets to feel what de-escalation actually requires — in their body, not their slides.
Then Myra steps back and the room learns.
She shows what just happened. Names the de-escalation moves that worked. Names the ones that backfired. Your team never forgets it. That's the difference between a workshop they sat through and a story they'll tell at the next QBR.
What It Teaches
Three lessons that only land in a body.
Things slides can't teach. Things role-plays can't simulate. Things your team won't get from any other trainer.
What conflict actually feels like.
Reading about a difficult customer is one thing. Standing across from one is another. Your team's nervous system gets calibrated — so when a real customer pushes, the body has already been here.
Where their listening breaks.
Myra deliberately surfaces the moments your team stops listening — missed cues, defensive responses, premature solutions. They see it happen to themselves. Then they learn to catch it.
The 3R moves that work under pressure.
Regulate. Redirect. Resolve. They've heard the framework. Now they live it — with a 12-foot pole between them and a controlled conflict. By the time they leave the room, the moves are in their muscle memory.
For the full exercise
For the volunteer group
Brought by Myra
this exact activity
See it in action — A/V requirements + demo video
When the Group Is Smaller
Fewer than 8 learners? Myra modifies the format.
Smaller team. Senior-leader-only session. Pilot group. When the group is below the 8-learner minimum for the full pole exercise, Myra adapts the activation in real time — smaller-format conflict simulations, paired role-plays, scenario walks. Same outcome. Same energy. Calibrated to the room you actually have.
A tailored reinforcement guide — plus the day they'll never forget.
Workshops send people back to their desks empty-handed. Activations send them back with the frameworks, the workbook, the muscle memory, and the story. Yours is built around your team, your scripts, your hardest customers.
The Centerpiece
Your team's Tailored Reinforcement Guide.
Reminders of the core frameworks — the Baby Chimp Effect, Move the Bed, the Two Doors Approach, the 3R Method — plus practical prompts to help your team adopt and apply the system with confidence after activation day.
The Pre-Work
Discovery Questionnaire + sample-call review.
Before activation day, your team is interviewed and your hardest calls are studied. Nothing about the session is generic when activation day arrives.
The Tailored Build
Three weeks of scenario design.
Every activity, every example, every policy phrase — rebuilt for your team during the design window. No off-the-shelf decks. Ever.
The Live Day
A full day in your building with Myra.
Live instruction, real activities, the Forced-Conflict Exercise, live Q&A. The architect of the method in the room with your team, calibrating language and behavior in real time. Travel always included.
The Workbook
Printed fillable workbooks for every attendee.
Built around your industry's escalations. Your team writes in them throughout the day, then takes them home as a coaching reference. Branded for your team. Theirs to keep.
The Forced-Conflict Exercise
The 12-foot pole activity.
A real, physical, controlled-conflict exercise that surfaces what de-escalation actually requires. The activity nobody else in your industry is running. The one your team will quote at next year's QBR.
Get-Up-And-Move Activities
Small-group work in real breakout rooms.
Your team out of their chairs. In small groups. Practicing your actual escalations against each other. Laughter. Coaching. Real human connection — the kind Zoom can't manufacture.
The Architect
Myra herself in your building.
The team is not just trained on the method. They meet the architect of the method — the same person whose work appears inside Walmart, McDonald's, Coca-Cola, Lincoln Financial, Pure Insurance, and the CDC. Your CEO can drop in. The team feels prioritized.
A workshop gets sat through. An activation gets quoted at the next QBR.
Ready to scope an activation for your team? Start with a 30-minute discovery call.
Book a Discovery CallNo pitch. No slide deck. Myra reviews your situation and tells you whether an onsite activation is the right fit, or whether Live Virtual would serve your team better. She'll tell you straight.
The Featured Proof
We’ve already seen the difference in calmer, faster resolutions.
“Our team immediately began applying the 3Rs after Myra’s session. The concepts gave us practical, memorable tools to handle tough conversations — and we’ve already seen the difference in calmer, faster resolutions.”
The voices from inside the rooms.
From the directors, training leaders, and customer experience executives who brought Myra into their building — for keynotes, full-day activations, and conference sessions across retail, financial services, healthcare, and beyond.
Repeat Engagement
I was ecstatic when I stumbled across Myra’s training... Myra was both professional and captivating. She engaged us in a way that is not only memorable, but applicable — and gave us methods to immediately improve our interactions with customers. We cannot wait to bring her back for another training!
A senior leader
Customer Experience
Betenbough Homes
Enterprise Proof
The tailored tools and lessons presented by Myra Golden transcended the typical ‘training class’ and was truly a professional development event. Our associates were immediately empowered to create more memorable service experiences even before the applause faded.
Laura Dambier
Sr. Vice President, Partner Solutions
Lincoln Financial Group
Pre-Work Proof
I appreciated all the pre-work you did to learn about McDonald’s training and operational procedures. You did a great job of tailoring your training to meet our specific needs. It appeared as though the entire group was completely engaged and thoroughly enjoyed the training.
Beth Vickers
Customer Experience
McDonald’s
Energy Proof
Myra’s keynote was everything I was hoping for, and then some! She left our group energized and excited to get back to their stores and wow their customers. She truly understands what it takes to make lasting emotional connections with customers.
Benjamin Cornell
Customer Experience Manager
Edible Arrangements
Conference Proof
Following Myra’s conference session, a line of both new and long-time fans developed. Audience members were eager to share how her trainings had solved problems and improved their work processes. Myra was the best choice for this project.
Mike Parello
Workforce Development Project Manager
Community Health Care Association of NY
In-Room Proof
I have attended many customer service trainings, and I have worked in customer relations for many years. Today I learned more in a few hours than I ever could have imagined! The way Myra presented the information was wonderful.
Caitlin Singer
Customer Relations
Aveda
Repeat Engagement Honor · Third Booking
I am thrilled to have brought you back for your third presentation. Your focus on the practical tools you provided for our attendees and their teams were immensely valuable. Your genuine style and willingness to share your own experiences and challenges were greatly appreciated. The presentation truly resonated with our audience.
Adam Stanhope
Education Chair · Planning Committee Chair
Insurance Consumer Affairs Exchange
Myra delivered two full-day workshops for us, and we could not be more pleased. She took the time to listen to our needs and created workshops that combined her expert knowledge with the specific customer-service ethos we want ingrained in our employees. One attendee said: "Myra’s by far was the best I have ever completed."
The same architect whose work is inside the brands above.
Myra Golden is the founder of Conversation Engineering and the architect of the 3R Conversation Control Method™. She has spent twenty-five years installing the structure behind the conversations AI cannot handle — inside Fortune 500 contact centers, three NFL franchises, the CDC, and more than two million frontline professionals.
When you book an Onsite Activation, the person walking into your building, bringing the 12-foot pole, getting your team out of their chairs, and laughing in the front of the room is the architect of the method itself. Not a faceless trainer. Not a licensed reseller. Myra.
She does not have off-the-shelf content. You will build your activation together.
Method
Trained
Customer Service Instructor
You can bring her into your building.
If you took one of Myra's LinkedIn Learning courses and thought, "I wish my whole team could see her live" — you're not the first. Myra is one of LinkedIn Learning's top-watched instructors on customer service, with more than 1.6 million people taking her courses through Microsoft and LinkedIn during the pandemic alone. The same Myra you watched on screen is the Myra who walks into your building for an Onsite Activation. Same voice. Same frameworks. Same energy — in person.
Yes — the answer to "can I bring her in?" is yes. Your discovery call confirms availability and tailors the day to your team.
course takers
course reviews
method live + on screen
A note from Myra.
Twenty-five years ago I asked one question: are great conversations instinct, or structure? I have spent the years since answering it — in contact centers, hospitals, claims rooms, retail floors, and every kind of room where a hard customer meets a tired team.
What I keep coming back to is this. The frontline rep on shift number 2,000 isn't burned out because the customer was angry. They're burned out because nobody handed them a structure that holds when the customer gets angry. That isn't a confidence problem. It's a design problem.
I do this work for the rep who finishes a call and sits in their car for ten minutes before driving home. The supervisor who took the screaming so their team didn't have to. The leader who knows their people deserve more than another empathy training. Your team deserves the structure. I'll bring it.
— Myra
You’re not hiring a trainer. You’re commissioning a Conversation Engineer, and the studio that ships every activation around her.
Most companies hire a customer service trainer. You’re doing something different. Myra Golden is a Conversation Engineer. She designs the language, the structure, and the emotional architecture that lets your frontline take control of any difficult call without losing the customer. Engineering work doesn’t ship from one person with a slide deck. Behind every activation sits the studio: nineteen specialists across five departments, calibrated for one outcome, your team walking off the line calmer, sharper, and harder to rattle.
+ in development this quarter
Started with one FAQ page in 2001. Today: 19 specialists · 5 departments · growing every month.
Every engagement plugs into the full force of this workforce.
“She didn’t know what to say when the customer wouldn’t accept her word.”
Your Training Is Built From Your Calls.
It started in my studio. Headphones on. Same call, twice. The agent had handled the bad news cleanly. That wasn’t the problem. The problem hit me on the second listen.
That moment became Psychological Priming, the framework I now teach in every workshop. The utility company that gave me that call?
Every private client gets that same level of design before I write the first slide.
We start with KFD. What you want your team to know, feel, and do during our session. You send me your hardest scenarios. If you run a contact center, you send me real calls. When we meet to design, I’m not taking notes. I want to be eye to eye with you, not half there inside a Google Doc. A member of my team captures the conversation so I can give you my full attention.
Then I sit with all of it and design your activation around what I actually heard.
You see the outline first. It stays a living document until you green-light it.
There are no surprises on the day. You designed it with me.
And when the activation closes, your team doesn’t leave alone. Your team walks away with a private toolkit I call You Don’t Leave Here Alone. Five resources. A working library, not a souvenir.
- 57 Phrases. A script library for every call that escalates.
- Ask Myra™. An AI coach trained in my voice, for the moments your team gets stuck.
- The 30-Day 3R Challenge. A calendar that turns the method into a daily habit.
- The CX Leader’s AI Coaching Pack. Seven prompts built for the people running the floor.
- The Priming Architect™. The AI that writes responses for the hard no.
Not on the public site. Not for sale. Only for the teams I train.
Ready to design your team’s in-person activation?
— The Investment —
A full-day Onsite Activation is $12,000. Travel always included.
Half-day onsite is $9,000. Both fees include travel, materials, the 12-foot pole, the workbook, and the day your team will quote a year from now.
What is Built Into Every Onsite Activation
Your Investment
$12,000
Full-day onsite activation. Travel always included. No per-seat charges. No headcount caps.
$9,000 for half-day · 20% off the second activation when you book two or more in the same engagement.
Book a Discovery CallMulti-Booking Discount
Two activations. One calibrated organization.
Most organizations need more than one Onsite Activation — one for the frontline, one for supervisors, one per region, one per location. Book two or more in the same engagement and the second (and every additional) activation comes at 20% off. Calibrated. Tailored. Same architect. Lower marginal cost.
off the second and every additional activation
Booked in the same engagement
Bought by leaders. Built for the frontline.
The leaders carry the weight. The frontline takes the calls. This activation is built so the leader sleeps better and the frontline walks taller.
The frontline. The people who actually take the calls.
Customer service representatives. Member services agents. Patient advocates. Claims handlers. Account managers. Front-desk teams. Guest experience reps. The people speaking to customers over the phone, in live chat, in email, and in person — every day, all day, every shift.
They are who Myra is in the room for. Leaders bring her in. The frontline gets the day.
You’ve got questions. We have answers.
No fluff. No legalese.
How much does an Onsite Activation cost?
Full-day: $12,000. Half-day: $9,000. Travel is always included — flight, hotel, ground transportation, per diems. One number, no surprises. No per-seat charges. No headcount caps. Book two or more in the same engagement and the second (and every additional) activation is 20% off.
How long is an Onsite Activation?
Two formats. Full day runs roughly 6 hours of working time with breaks — the format that supports the full Forced-Conflict Exercise and the deepest behavioral work. Half day runs 3 to 4 hours — ideal when you need a high-impact session that fits inside a single morning or afternoon. We work with you to find the best block for your team’s schedule.
Is there a limit to how many people can attend?
No headcount cap. The room sets the limit. Bring your whole frontline. Myra expertly uses small-group breakouts and physical activities so audiences of all sizes feel intimate — whether you have 12 people or 120. For the full Forced-Conflict Exercise, the minimum is 8 learners with an open area large enough for 14. Below 8, Myra modifies the format in real time.
Tell me about the 12-foot pole exercise.
Myra brings a real 12-foot pole to your building and leads a forced-conflict exercise — a controlled, energizing, memorable activity that gives participants a safe space to practice de-escalation in their bodies, not just their heads. To facilitate it effectively, you need an open area large enough for 14 participants and a minimum of 8 learners. Below that minimum, Myra adapts the format. No other de-escalation trainer is doing this.
How is the activation actually tailored to our team?
Three layers. Layer one: the Discovery Call with you. Layer two: the 20-page Discovery Questionnaire your team fills out before design starts — their answers shape every scenario. Layer three: sample call recordings, when applicable. For contact center clients, Myra likes to review a sample of phone calls so the language inside the activation matches the language inside your queue. Nothing is reused. Nothing is generic.
How long does it take to design and schedule?
We require a minimum of three weeks of design time for tailored activations. Myra’s calendar fills quickly, so the actual activation date may be four to eight weeks out from the day you book. Plan ahead, and start with the Discovery Call.
Where does Myra travel?
Myra regularly travels throughout the United States and Canada. Travel within those two countries is included in the flat fee — one number, no surprises, no separate per-diem invoices, no airline-receipt collection. Activations in additional countries are available with a country-specific travel fee, evaluated during the Discovery Call.
Will this work for a non-contact-center team?
Yes. The 3R Conversation Control Method™ is built for any team handling emotional, complex, or high-stakes conversations — member services, client success, patient experience, account management, claims, frontline retail, hospitality, food & beverage, financial services. The structure is the same. The tailoring is what makes the language fit.
Does Myra still offer Live Virtual Training?
Yes. The Custom 3R Installation™ — Live Virtual runs 2.5–3 hours over Zoom for $5,000. Same architect. Same method. Different category. The Onsite Activation is for the moments when an event matters — when leadership presence, embodied learning, and a story your team will tell at the next QBR are worth the premium.
Does Myra offer a reinforcement strategy after activation day?
Yes. Every team gets the Tailored Reinforcement Guide at the end of the day — built around the core frameworks (the Baby Chimp Effect, Move the Bed, the Two Doors Approach, the 3R Method) plus practical prompts to help your team adopt and apply the system with confidence. It’s designed to keep the activation working long after the day ends.
What is an Onsite Activation, and how is it different from a workshop?
A workshop teaches. An activation activates. Three weeks of design before the session. A full day in your building with the architect of the method. The 12-foot pole. Get-up-and-move activities. The Tailored Reinforcement Guide. Travel built in. The difference is what your team is still telling stories about — a year from now.
Or you can give your team a story.
You already know what another empathy training will produce: nothing.
You already know your team deserves more than a sit-down day in straight rows.
You already know a story your team tells at the next QBR is worth more than a survey score.
A Tailored 3R Onsite Activation will give them one.
$12K full-day · $9K half-day · Travel included · The 12-foot pole, the laughter, and Myra in your building.
