Episode 341

What if the secret to sustainable performance and genuine employee engagement wasn't another program or initiative, but something far simpler—and infinitely more powerful? In this episode of UNSCRIPTED, host Sarah Nicastro sits down with Zach Mercurio, PhD organizational researcher and author of *The Power of Mattering*, to explore why feeling valued is a survival instinct, not a soft skill; how the three practices of noticing, affirming, and needing can transform your culture; and why command-and-control leadership is fundamentally incompatible with the innovation and loyalty leaders claim to want. Whether you're struggling with engagement, turnover, or the gap between the results you want and the results you're getting, this conversation reveals that the magic happens not in programs, but in the daily interactions where leaders show people they matter—and why that distinction changes everything. 

What You'll Learn

• Why mattering differs from belonging and inclusion—and why it matters most. Belonging is being picked for the team; inclusion is playing in the game; mattering is feeling the team wouldn't be complete without you. This distinction is critical because only mattering creates sustained motivation and performance. 
• How the "noticing, affirming, and needing" framework transforms daily interactions. Leaders who implement simple practices—like Zach's "noticing notebook" example—consistently observe, note details about their people, and schedule intentional check-ins to remind employees they're remembered and valued. 
• Why command-and-control leadership fails in complex, uncertain environments. Fear-based management may drive short-term gains but erodes trust, stifles creativity, and triggers survival mode—the opposite of the psychological state needed for innovation, problem-solving, and discretionary effort. 
• How to reframe "difficult employees" as people experiencing unmet needs. When someone acts out or withdraws, it signals disconnection, not defiance. Seeking understanding before evaluation—and investing in relationships first—creates the foundation for actual performance improvement. 
• The actionable difference between appreciation, recognition, and affirmation. Appreciation is general gratitude; recognition celebrates wins; but affirmation shows someone their *unique* strengths and *specific* impact. This specificity is what makes people feel genuinely valued. 
• Why symbols of value (awards, perks, raises) can never replace the daily experience of feeling valued. The magic happens when recognition symbols align with consistent, authentic interactions. No trophy overcomes the daily experience of feeling unseen, unheard, or insignificant. 
• How to start mattering work regardless of your organization's readiness. You don't need board approval to show up authentically in your next interaction. Leaders can lead by example, creating reciprocal norms that ripple upward and outward—all within their direct control

About the Guest(s)

Zach Mercurio is an author, researcher, and leadership development facilitator specializing in purposeful leadership, meaningful work, and the transformative concept of mattering. With a PhD in organizational learning, performance, and change, Mercurio has become a sought-after advisor for leaders and organizations worldwide seeking to build cultures that promote well-being, motivation, and sustainable performance. His research-backed approach challenges conventional leadership wisdom, demonstrating that feeling valued is the prerequisite to adding value. In this episode, Zach explores how leaders can move beyond transactional management to create genuine human connection in the workplace, offering practical frameworks—noticing, affirming, and needing—that directly address the crisis of employee disengagement. His insights are essential listening for service leaders committed to building organizations where people feel significant, engaged, and genuinely invested in collective outcomes. 

Follow Along

• [01:30] Belonging vs. Mattering: Why Only People Can Show People Their Value 
• [07:34] Why Fear-Based Leadership Fails in Complex Environments 
• [15:12] The Gap Between Wanting Outcomes and Doing the Work 
• [22:27] Notice, Affirm, Need: The Three-Step Framework for Creating Mattering 
• [29:50] The Power of Strategic Questions and the Noticing Notebook 
• [35:53] Showing Impact Through Evidence: The "Look What You Did" Practice 
• [40:21] Reframe Difficult Behavior: From Defiance to Disconnection 
• [46:32] You Matter: Finding Significance and Paying It Forward 
• [52:15] Why Recognition Programs Can't Replace Authentic Daily Interactions 
• [55:52] Lead With Care Regardless of Your Organization's Culture 
• [57:53] Where to Learn More and Final Thoughts 

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