Episode 329

In this candid episode of UNSCRIPTED, host Sarah Nicastro and Fortis Fire and Safety CEO Gyner Ozgul dive deep into five uncomfortable truths about service leadership that rarely make it into boardroom discussions. From navigating impossible decisions and AI ambiguity to redefining experience and addressing ongoing discrimination, this conversation offers an unfiltered look at modern leadership challenges. Whether you're wrestling with innovation failures or questioning traditional leadership approaches, this episode provides actionable insights on leading with authenticity while balancing business demands with human elements. 

• Leadership's impossible decisions and the human cost 
• AI ambiguity and its potential for workplace toxicity 
• The evolving value of experience in modern leadership 
• The gap between innovation rhetoric and failure acceptance 
• Persistent discrimination in the workplace and practical solutions 

What You'll Learn:

• How to handle truly impossible business decisions while maintaining humanity and transparency 
• Why the ambiguity around AI implementation requires honest leadership communication and clear boundaries 
• The evolving definition of experience in leadership and why traditional metrics no longer apply 
• How to create a framework for productive failure that drives innovation while setting clear parameters 
• Why discrimination remains a pressing challenge and how to foster genuine diversity of thought 
• The importance of moving beyond traditional experience-based leadership to problem-solving capabilities 
• How to balance maintaining business stability with personal impact during critical decisions 

The truths revealed in this discussion highlight the complex balance service leaders must strike between business necessities and human considerations, while emphasizing the importance of honest communication and adaptive leadership in today's rapidly changing business environment. 

About the Guest(s)

Gyner Osgul is the CEO of Fortis Fire and Safety, bringing extensive leadership experience from his previous role as President and COO of SmartCare Equipment. A respected voice in field service, Gyner co-hosts the Field Service Excellence podcast and maintains an active presence on LinkedIn, where he regularly shares industry insights. His diverse background in supply chain, operations, and private equity leadership positions him uniquely to discuss the untold truths of service leadership. In this episode, Gyner shares candid perspectives on crucial but often overlooked aspects of service leadership, including navigating impossible decisions, managing AI integration, and fostering genuine diversity in the workplace. His practical experience leading organizations through critical transitions, including during COVID-19, offers valuable insights for service leaders facing similar challenges in today's dynamic business environment. 

Follow Along:

• [00:00] Intro: Untold Truths of Service Leadership 
• [02:10] Navigating Impossible Business Decisions 
• [10:09] Managing AI Ambiguity and Workforce Fears 
• [19:33] The Evolving Value of Leadership Experience 
• [29:34] Redefining Failure in Innovation 
• [37:26] Addressing Discrimination in Modern Business 
• [47:55] Key Takeaways & Future Discussion 

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