Yours is a story.
A 20-page Discovery Questionnaire. A full review of your escalation evidence. 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.
at a municipal water utility contact center
virtual combined. The whole calendar
Bring your whole frontline
the CDC. All trained
Myra reads every application herself · A call follows if it is a fit · Dates are released three times a year. The next release is September, for October through December.
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 + evidence 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.
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
This costs more than the virtual version. Here is how to tell whether it should.
I sell both. I would rather route you correctly now than have you spend twelve thousand dollars on the wrong format, so here are the four questions I would ask you on a call, and you can answer all of them without me.
Is your team in one building?
If they are spread across sites and time zones, take the virtual one. That is not a downgrade, it is the format built for a team that cannot be in a room together, and it will reach more of them.
Is this a skill problem or a morale problem?
A skill transfers over Zoom perfectly well. A team that has quietly stopped believing anybody is coming for them does not get fixed by a webinar, however good it is.
Is something happening?
A reorg, a bad quarter, a merger, a new leader, a year everybody survived and nobody acknowledged. A day in the building is worth the difference when there is an occasion for it, and it is not when there is not.
Can you take the floor down for a day?
Be honest about this one. If the answer is no, the half day exists so you can run it twice across two shifts, and the virtual version exists so you do not have to close the queue at all.
If three of those four are yes, keep reading. If they are not, go and look at the virtual one, and I mean that.
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.
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.”
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 in the three weeks before anybody walks into the room. 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. Your own escalation evidence 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 · evidence 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
Twenty one pages, and none of them are checkboxes.
Below are two pages from a real engagement. I have left every question visible so you can judge for yourself whether they are serious. I have taken out every answer, and that is the part worth paying attention to, because one day those answers will be yours.
A completed questionnaire from a past client. Every response redacted. The full document goes to you when we begin, not onto a web page.
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
I have not seen another de-escalation trainer do this, and I have been in this market twenty five years. 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 customer.
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
into rooms like yours
The room and A/V setup this exercise needs. Send it to your facilities team.
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 + evidence 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 an application.
Apply for a DateNot this quarter? Tell me when dates open. You hear before the dates go public. Three emails a year, nothing else.
No 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 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.
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
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
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
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."
Years later. Their teams still quote her.
Any trainer can show you a quote from last quarter. Almost none can show you the client still endorsing the work 15 years later. Below: four LinkedIn recommendations from in-person engagements Myra delivered for Enterprise Rent-A-Car, Scott’s Miracle-Gro, and Bissell.
Myra provided customer service coaching to one of my “troubled” business locations. A year later, my employees still reference Myra and the customer service concepts she instilled into that workgroup. My positive customer service measurables increased, all sparked by Myra’s personable approach to enlightening others.
Myra offers wonderful and practical insights on how to dramatically improve customer service in any organization. Her presentations are entertaining, motivational, and easily understood. If you have the opportunity to bring her in, you’ll be thrilled with the results she can deliver.
If your organization’s growth relies on improving the customer experience, you would benefit enormously from an engagement with Myra Golden. Her vast hands-on experience differentiates her from many other consultants we have worked with in the past. Very high value for your consulting dollar.
Myra provided a complete program with a delightful delivery which reached our entire group. We came away with tools to use immediately. Unique and thoughtful.
Three brands. Four leaders. All still on LinkedIn. Ask them.
Nineteen minutes to four. And the customer still had to pay the bill.
Average handle time on one call category at a municipal water utility contact center, over about forty five days.
They measured it. I did not.
The answer never changed. The customer still owed the money, still had to pay it, and still got told no. What changed was how long it took to get there, and what it cost the agent to say it.
Everything below is how that happened, in more detail than you probably want. Where the nineteen minutes actually went. What I heard when I listened to the recording twice. How they counted it. And the parts that make the result look smaller than the number sounds.
In a lot of municipal water systems, an unpaid balance attaches to the property rather than to the person. So somebody signs a lease, moves in, calls to have the water turned on, and finds out she has to clear a stranger's debt before anyone will turn a valve. She was expecting to pay a deposit.
She is not being unreasonable. She is being ambushed by a rule nobody told her about, by a person who did not write it and cannot waive it.
That is where the nineteen minutes went. Not slow agents. There was simply no move available after the word no. The agent explained the policy. The customer rejected the explanation. The agent explained it again in slightly different words. The call went around until somebody gave up.
Their system tracks that kind of call in a category of its own. The one for calls where what the customer wants is not something anybody in the building can give her.
I had a recording of one of those calls and I played it twice. The first time, the agent sounded fine. She delivered bad news cleanly, she was not rude, and she did not lose her temper.
The second time I heard the actual problem, and it was not a tone problem.
She had no language for the moment the customer refused to accept her answer. She had been trained to deliver the no. Nobody had given her anything to do after it.
That became psychological priming, which I now teach in every workshop.
It is not a better way to say no. It is a way to move the customer's attention onto the next thing she can actually do. Check the lease. Talk to the landlord. Find out whether the balance can be disputed.
The debt did not go away. Nobody's water got turned on for free. The policy did not change, and I never asked them to change it. What changed is that the agent had somewhere to take the conversation after no, and the customer left the call with a next step instead of a wall.
A name is what most case studies use to make a number believable. This is what I have instead, and it is longer than a name would have been.
Their data, their system, their categories. Someone on their team pulled average handle time for that category before the workshop and after, over about forty five days, into her own spreadsheet. She told me the number on a follow up call I had scheduled to answer questions about reinforcement. I had not asked for it.
I did not design that measurement and I never saw the raw export. I do not know whether those customers called back, because nobody checked, and if they were simply calling again the next day then the handle time drop means considerably less than it appears to. I do not know whether it held past forty five days. I do not know what else changed in their operation during that window. One category, one organization, one measurement I did not run.
The caller cannot go anywhere else. The service is not optional. She arrives frightened rather than annoyed, and she collides with a rule the person on the phone cannot move.
If that describes your queue, it probably travels. If your escalations are mostly driven by a policy nobody will revisit, it probably does not, and I would rather tell you that on the call than after you have paid me.
One more thing, since you have now read what I do with a client's result.
I do not put a client's name on a page unless they have read the exact words and said yes to those words. Not a logo, not a quote, not a sector. If we work together, you see anything I might write before anybody else does, and you can strike any of it. And if you would rather I never mention the work at all, that is a normal answer and it costs you nothing with me.
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.
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
Learners
across 47 courses
In the studio. Notes on the table. Creative Director at my right.
What it looks like when I'm designing your training.
You complete my comprehensive discovery questionnaire, and you send me whatever evidence your environment allows. I review it personally. Every piece of it.
While I am doing that, my Client Experience Director is pulling notes from every email and every conversation we have had, and laying it on the conference table. By the time I sit down, the whole picture is in front of me. Then my Creative Director joins me. I brainstorm out loud, she listens for the insight inside it, and my instinct becomes structure.
He runs everything else. The workbooks, the printing, the shipping, the travel, everything that has to happen so that the day works and nobody in your building has to think about logistics.
Nobody on my team delivers your training. They exist so that on the day, all I have to do is walk into your room with my full presence.
Myra
“She didn’t know what to say when the customer wouldn’t accept her word.”
The Real Question Is Not the Day. It Is the Following Monday.
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, your escalation evidence, and whatever your environment allows. 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?
Seventeen private clients a year. That is the whole calendar.
Not seventeen a quarter. Seventeen, in person and virtual combined, and that is the entire year. The number is not a tactic. It is the point at which the build still happens.
Every activation is built rather than delivered. Three weeks of research, design, and scenarios written in your language before the day, and three days of my calendar rather than one. Travel, deliver, travel. A virtual workshop costs me three weeks of build and three hours. An onsite costs me three weeks of build and three days, in a city where I cannot be anywhere else. If I took twenty five instead of seventeen, one of those things would go, and it would not be the delivery day, because the day is the visible part and nobody drops the visible part. It would be the build beforehand and the following up afterward, because those are invisible and nobody would ever know.
So the first step is an application rather than a calendar link. I read every one myself. If what you have described is something I can move, a call follows and we find a date. If it is not, I will tell you plainly and point you at what I would do in your position instead. That answer costs you a few minutes and it has saved other people a great deal more.
And I do not release dates continuously. Three times a year I open a small number of dates, and when they are taken the calendar is closed until the next release. The next release is September, for October, November and December dates. Then January, for February through May. Then April, for June onward. That is not a sales structure. It is the only way three weeks of build fits behind every date I say yes to.
Generic scenarios teach a generic skill, and a generic skill does not survive contact with the specific call your team gets forty times a week.
Apply for a DateTakes a few minutes. Read by Myra, not by a system.
Not this quarter? Tell me when dates open. You hear from me before the dates go public. Roughly three emails a year, silence in between.
Read it in full above. Here it is once more, next to the number it has to justify.
The result from further up this page, in one line. A municipal water utility contact center, on the call category where the customer wants something nobody in the building can give her. They measured it themselves. I did not design the measurement, and nobody checked whether those customers called back.
That is the whole of my evidence. I am not going to tell you it happens every time, because it does not, and you have already been sold that sentence by somebody else.
Before you decide what this is worth, work out what escalations already cost you.
Five numbers, all of them yours. This calculator does not estimate what a workshop saves you, because I do not know that and neither does anyone else selling you one. It prices what is happening now.
Agent and supervisor time consumed by escalated contacts, at the numbers you entered, over one quarter.
The fee of $12,000, plus $15,360 of floor time, because sixty people off the phones for eight hours is a real number and nobody else is going to put it on a page for you.
The number that matters is the all in figure, not the invoice. I am deliberately not telling you what share of your escalation cost this removes. That depends on how much of your escalation volume is driven by the conversation and how much is driven by a policy nobody will revisit, and I cannot know which until I have seen your evidence. Working out which of the two it is, is the first thing I do with your evidence, and I will tell you the answer on the call whether or not it is good for me.
The gap between one release and the next is about a quarter. At the numbers you just entered, that is what waiting costs. And if taking the whole floor down in one day is the part that does not work, the half day exists for exactly that reason, and so does the virtual version.
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. Bring the whole team, one fee.
$9,000 for half-day · 20% off the second activation when you book two or more in the same engagement.
Apply for a DateTwo things worth knowing before you apply.
Which budget this comes out of changes the whole conversation. Against a training line, twelve thousand dollars is a large number. Against the all-hands, the offsite, or the leadership event you are already running this year, it is a small one, and unlike those it leaves your team with something they still use in March. At sixty in the room it is two hundred dollars a head, travel included.
I release dates three times a year rather than continuously. The next release is September, for October through December. After that, January, for February through May.
Onsite is the format where that matters most, because I am not opening a Zoom room, I am flying to you and giving your building a whole day that cannot be shared with anybody else. There are always fewer onsite days in a release than virtual ones, for the arithmetic reason above rather than for effect.
If nothing in a release fits your calendar, the agreement rolls to the next one. You are never signing for a date you have not chosen.
If you need a specific week, because your peak ends in March, or a new group starts in February, that is the thing worth moving for.
The Warm-Up
You Have Been Reading About the Room. Here Is 90 Seconds of It.
The Pattern Exercise is the warm-up Myra opens with. The twelve-foot pole is the main event, and it happens in your building.
Try the Warm-UpWhat you provide, and what I bring.
You provide
- A room that holds your team seated, plus a clear open area big enough for fourteen people to stand in a circle.
- A screen or projector, and a way for me to be heard at the back.
- Your team, for the day, with their phones and their queue genuinely covered rather than nominally covered.
- Food, if you are feeding people. That part is yours.
I bring
- Myself, and my own travel. Flight, hotel and ground are inside the fee, not billed after.
- The twelve foot pole, and everything else the Forced-Conflict Exercise needs.
- Printed workbooks for every attendee, shipped ahead so nobody in your building is printing anything.
- Three weeks of build that happened before I got on the plane.
If your room cannot take an open floor area, say so on the application. There is a version of the exercise that works seated, and I would rather redesign it in advance than improvise it in front of your team.
You’ve got questions. We have answers.
No fluff. No legalese.
Can you show me a result, with the measurement method?
One, and it is written out in full further up this page under One Measured Result, In Full. A municipal water utility contact center, nineteen minutes to four on one call category, measured by them. That section gives you the call, the method, the measurement, and a list of what nobody checked, because a number without those is not a result. I do not publish a client’s name unless they have read the exact words and agreed to them, so on the call I will tell you what I have, what I can say about it, and what I do not have.
What happens if we have to move the date, or the weather does?
Tell me as early as you can and we move it to another date in the same release or the next one, at no change in fee. That is the whole policy. If weather or an airline strands me, the same thing happens and I absorb the travel. What I will not do is deliver a day I have not properly built, so if a move means the build has to start again, I will say so.
What will your vendor onboarding need from us?
Myra Golden Seminars, LLC. W-9, certificate of insurance, and a signed agreement. Ask and all three come the same day. If your procurement team has a security or data handling questionnaire, send it, and if you need the data handling summary before any of that, ask for it. You do not need to apply first.
When can I actually book, and what if I miss a release?
Dates go out three times a year. The next release is September, for October through December. After that, January, for February through May. Applications are read as they arrive, not only during a release, and being read early is what puts you at the front of the next one. If you miss a release, nothing is lost. You go on the list and you hear from Myra before the next set goes public.
We are in a regulated environment. Can you even work with our data?
Usually, and often without a single recording. A large share of Myra’s clients are in healthcare, financial services, and government where she will never hear a recorded call. There is always evidence. QA notes, complaint themes, escalation logs, the survey verbatims nobody has read in years, and your supervisors, who can tell her exactly where the calls turn even when nobody has written it down. If you need a data handling summary for your compliance team, ask for it and Myra will send it. You do not need to apply first, and you should not have to enter a sales process to get a document your compliance officer needs.
How much does an Onsite Activation cost?
Full-day: $12,000. Half-day: $9,000. At sixty people in the room that is two hundred dollars a head. Travel is always included. Flight, hotel, ground transportation, per diems. One number, no surprises. No per-seat charges. Bring the whole frontline. 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 the full Forced-Conflict Exercise was built for. If the half day is what your queue allows, say so on the application and I will tell you exactly what fits in the time you have, before you commit to anything, because the answer depends on your room and your headcount rather than on the fee. 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. Bring the whole frontline, one fee. The room sets the limit rather than the invoice. 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. I have not seen another de-escalation trainer do this, and I have been in this market twenty five years.
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: your own escalation evidence. Recorded calls, QA notes, complaint themes, escalation logs. Whatever your environment allows, studied 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, and that is the whole reason dates go out in releases rather than continuously.
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.
Still holding a question I have not answered? Put it on the application. I read them myself and I would rather answer the awkward one now than on a call.
Apply for a DateNot this quarter? Tell me when dates open. You hear before they go public. Three emails a year, nothing else.
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 · Seventeen private clients a year · Dates released three times a year.
