Purpose & Performance Group

Purpose & Performance Group We support exceptional leaders to build effective teams and create engaging workplaces where everyon

Player Performance Group is a Native American-owned professional services firm specializing in performance improvement and strategic resource development for the gaming industry. Currently delivering creative services, player database management, slot floor optimization, market financial assessments, survey instruments, capital planning, business case development and human resource performance solutions.

Did you know we have a team in Nashville?! Emma, our P&PG Marketing Director, and Liz, our website consultant, recently ...
09/04/2026

Did you know we have a team in Nashville?!

Emma, our P&PG Marketing Director, and Liz, our website consultant, recently met up for lunch with our client Julie from Front Range Pediatric Therapy since they all call Nashville home!

They had a chance to catch up on current work, talk about new projects, and compare travel bucket lists.

They also had a great time checking out a new local spot, Sally’s Stay Awhile. It’s always fun when people who usually work together virtually get the chance to connect in person!

Great guest experiences aren’t created by a script, a checklist, or a single training session. They’re created by cultur...
09/02/2026

Great guest experiences aren’t created by a script, a checklist, or a single training session. They’re created by culture.

That’s why the G.U.E.S.T. Experience Program goes beyond traditional customer service training.

It gives teams a shared mindset and practical tools for how they show up with guests, and with each other. Through emotional intelligence, authentic connection, confident communication, and service recovery skills, employees learn how to navigate both everyday interactions and the moments when things don’t go as planned.

The result reaches far beyond better service:

• Guests who feel seen, heard, and valued
• Employees who feel more confident and connected
• Teams with a shared language for delivering exceptional experiences
• Everyday behaviors that consistently reinforce your brand promise

Because transforming the guest experience isn’t about teaching people what to say. It’s about building a culture that shapes how people show up.

Ready to create that kind of experience across your organization?

📩 [email protected]
📞 918-631-7767

Join Hannah Bratterud for these upcoming events if you’re in the Bozeman, Montana area!September is full of opportunitie...
08/31/2026

Join Hannah Bratterud for these upcoming events if you’re in the Bozeman, Montana area!

September is full of opportunities to learn, connect, and grow alongside other leaders and professionals in the community.

Mark your calendar for these events and chances to connect with our community throughout the month:

📚 September 3 | Monthly Leadership Book Study: The Let Them Theory

🤝 September 9 | Konnect @ Kiln: Meaningful Connections. Local Impact.

⚡ September 23 | DisruptHR Bozeman 2.0 by HUB International

💡 September 24 | Leadership @ Kiln: Leading Teams

Whether you’re interested in leadership development, meaningful conversations, or simply meeting more people in the local business community, we’d love to see you there!

Find event details and registration here:
https://luma.com/purposeandperformanceMT

08/28/2026

You may not always control your first reaction, but you can choose what happens next.

In this final From the Archives clip from Episode 143 of Magic in the Room, guest Annette Taylor reminds us that self-awareness doesn’t mean we’ll never get startled, frustrated, or react in a way we wish we hadn’t.

What matters is what we do once we notice it.
For leaders, that might mean pausing, acknowledging the reaction, taking responsibility, and simply saying, “Give me a minute. I’m going to try that again.”

That’s not a failure of leadership. It’s intentional leadership in practice.

Understanding what’s happening beneath the surface gives us the opportunity to move beyond our automatic reactions and choose how we want to show up.

Because self-awareness isn’t about getting it right every time. It’s about noticing, owning, and choosing differently when we need to.

🎧 Listen to Episode 143: The Iceberg Model: Getting to Know Your Inner Caveperson with Annette Taylor on Apple Podcasts or Spotify.

08/25/2026

In this From the Archives clip from Episode 143 of Magic in the Room, the conversation explores how traditional leadership structures have shaped our understanding of what it means to lead, and what becomes possible when we recognize that leadership doesn’t have to be hierarchical.

Historically, these structures served a purpose. But they aren’t the only model available to us.

Intentional leadership asks us to examine the structures and assumptions we’ve inherited and consider what will best serve the people we lead today. Sometimes that may mean clear direction and authority. Other times, a more collaborative, group-oriented approach may create better results.

The Iceberg Model challenges us to look beneath the surface at the experiences, assumptions, and deeply rooted patterns influencing how we lead.

Because when we recognize that there’s more than one way to lead, we can be more intentional about choosing the approach the moment requires.

🎧 Listen to Episode 143: The Iceberg Model — Getting to Know Your Inner Caveperson with Annette Taylor on Apple Podcasts or Spotify.

Your brand isn’t defined only by what happens when everything goes right. It’s also defined by what your team does when ...
08/24/2026

Your brand isn’t defined only by what happens when everything goes right. It’s also defined by what your team does when something goes wrong.

A missed expectation, service breakdown, or disappointed guest can feel like a threat to the relationship—but handled well, it can become an opportunity to build trust, strengthen loyalty, and reinforce your brand promise.

The G.U.E.S.T. Experience Program gives teams practical service recovery tools grounded in emotional intelligence, empathy, and authentic connection. Employees learn how to stay present, listen to what the guest is really experiencing, take accountability, and respond with confidence.

Because every guest interaction tells a story about your organization.

Make the difficult moments part of a story your guests remember for the right reasons.

Ready to build a team that can turn service challenges into stronger guest relationships?

📧 [email protected]
📞 918-631-7767

08/22/2026

How much of your behavior is driven by something you’re not even aware of?

In this From the Archives clip from Episode 143 of Magic in the Room, guest Annette Taylor introduces us to what she calls our “inner caveperson”—the ancient, prewired part of ourselves that can influence how we respond to uncertainty, change, and the unknown.

We like to believe we understand exactly why we make the choices we make. But self-awareness also means recognizing that there are motivations and instincts operating beneath the surface.

Instead of fighting that part of ourselves, Annette invites us to get curious about it.

When your inner caveperson gets nervous about something new, what might she be trying to tell you?

Understanding our automatic reactions gives us more opportunity to pause, reflect, and choose how we want to respond—and that’s where intentional leadership begins.

🎧 Listen to Episode 143: The Iceberg Model — Getting to Know Your Inner Caveperson with Annette Taylor on Apple Podcasts or Spotify.

08/19/2026

Transformational leadership requires more than solving problems, setting goals, and managing performance. It requires the willingness to do the emotional work of leadership.

In this From the Archives clip from Episode 142 of Magic in the Room, Luke explores what happens when leaders become comfortable looking beneath the surface, first within themselves, and then with the people they lead.

It can be tempting to outsource difficult conversations or focus only on what can be measured. But understanding the experiences, emotions, and motivations driving behavior requires something different: self-awareness, emotional intelligence, curiosity, and courage.

The more we understand what's beneath our own “iceberg,” the better equipped we are to connect with what may be happening beneath the surface for someone else.

That’s where leadership has the potential to become transformational.

🎧 Listen to Episode 142: The Iceberg Model — Looking Under the Surface to Be More Intentional on Apple Podcasts or Spotify.

Difficult guest interactions don’t have to become negative guest experiences.When expectations aren’t met or emotions ar...
08/18/2026

Difficult guest interactions don’t have to become negative guest experiences.

When expectations aren’t met or emotions are running high, your team’s ability to stay calm, present, and confident can change the entire interaction.

The G.U.E.S.T. Experience Program equips teams with practical tools to navigate challenging conversations with emotional intelligence, empathy, and accountability. Instead of becoming defensive or simply trying to “fix” the problem, employees learn how to listen, connect, and respond in ways that help guests feel heard and valued.

That’s how service recovery becomes a trust-building opportunity, strengthening guest relationships while giving employees greater confidence in the moments that can be hardest to navigate.

Because when things go wrong, how your team responds becomes part of the guest experience.

Ready to give your team the tools to turn difficult moments into stronger relationships?

📧[email protected]
📞 918-631-7767

08/14/2026

What if the conflict isn't about what was said, but about what each person heard?

In this From the Archives clip from Episode 142 of Magic in the Room, Hannah explores how unmet expectations can become a major source of conflict, especially when we assume others see and interpret the world the same way we do.

They don't.

Our personality and experiences shape how we hear feedback, interpret directions, respond to situations, and understand one another.

For leaders, that awareness matters.

Effective communication isn't simply about being clear about what you mean. It's about recognizing how your message may be received by someone whose experiences and perspective are completely different from your own.

The more we understand what's happening beneath the surface, the better equipped we are to communicate with empathy, navigate conflict, and lead people intentionally.

🎧 Listen to Episode 142: The Iceberg Model – Looking Under the Surface to Be More Intentional on Apple Podcasts or Spotify.

https://www.purposeandperformancegroup.com/magic-in-the-room-142

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2510 E 15th Street
Tulsa, OK
74104

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+15397774120

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