Heather Italiano is a fellow and master facilitator of the Working Genius, whose own highest genius is Wonder—a kind of radar that never switches off, always scanning for what could be better and what else might be possible. She works with teams to turn that instinct into one of the most productive things an organization can do, helping leaders make real space for curiosity and channel it in service of the work itself.

With more than a decade of experience in the hospitality space, Heather has worked with countless hotels and leaders to move beyond reactive problem-solving and into genuine innovation. She's one of Claire's favorite people to think out loud with and in this conversation, you'll hear them riff and build on each other's ideas from start to finish.

Connect with Heather: http://peoplewarriors.com/

When was the last time someone on your team asked a question that made everyone really stop and think? For many teams, those moments feel uncomfortable. There are deadlines to hit, problems to solve, and a never-ending list of priorities competing for attention. So the question gets set aside, and everyone gets back to work.

The trouble is that innovation rarely emerges from moving faster through the same patterns. It begins with wonder.

In this episode, I talk with Working Genius master facilitator Heather Italiano, whose highest genius is Wonder, about how to make real space for curiosity at work without losing your sense of productivity.

In this episode, you'll hear about:

• Why questions feel risky at work. When someone asks, "Isn't there a better way to do this?" it's easy to dismiss the question and move on. Heather explains why that response can unintentionally silence your most curious people and limit your team's ability to innovate.
• The difference between solving problems and exploring possibilities. Many teams spend their days reacting to challenges and fixing what's broken. We discuss why real innovation requires a different question entirely: not "What's the problem?" but "What's possible?"
• How to create space for wonder without losing productivity. Wonder doesn't have to mean endless brainstorming sessions or unanswered questions. Heather shares practical ways leaders can make room for curiosity while still moving work forward.

A few practical takeaways:

• Schedule wonder proactively, before you need it, so you're not forced into reactive scrambling later.
• Give your "wonderers" a real outlet- sometimes the entire gift is simply hearing, "That's a good question."
• Invite curious team members to prepare a few key questions ahead of a meeting rather than putting them on the spot.
• Use "small w" wonder- improving how your team executes even when big-picture change is not aligned with your current needs.

Heather's story of the Magic Castle Hotel, a tiny, amenity-free hotel that out-ranks the Ritz purely through service, shows what becomes possible when leaders stop treating their limitations as constraints.

Connect with Heather: http://peoplewarriors.com/

 Resources Mentioned:

• Episode 31: Using Your Strengths (Working Genius overview)
• The Working Genius model (Patrick Lencioni)
• Appreciative Inquiry & the "4-D Cycle" (Discovery, Dream, Design, Destiny)

Visit ClaireLaughlin.com and connect with me @Claire Laughlin Consulting on Instagram and LinkedIn.

Thanks for listening!

New episodes are released weekly—share with others who might benefit!