Jo Mathieson leads with heart, grit and intention. She proves it every morning, one hallway at a time.  

As her agency’s head of people and development, Mathieson begins each workday by walking through the office, greeting every team member by name. The ritual helps her maintain personal connections, build trust and model presence, she said. 

Mathieson leads a team of 30 professionals, including 17 advisors. Her goal is simple: help each of them grow into their best self and hold the door open for them to do so. 

Mathieson lives by four quotes, and they shape her people-first leadership style. 

1. “The behavior you walk past is the behavior you accept.” 

Mathieson doesn’t shy away from tough conversations because she believes ignoring them is worse. 

“If it's not acceptable, then as a leader, you need to nip it in the bud,” she said. “The longer you tolerate it, the more it affects your business culture. People will say, ‘Well, if that person can get away with then maybe I can also?’” 

Mathieson learned this lesson through a defining moment: a workplace conflict that escalated to legal mediation. “We ended up in front of a lawyer,” she said. But rather than let the issue break trust or morale, she stayed grounded in her values and the relationship transformed. 

“That person is still in our business. That person is my biggest advocate,” she said. “I sit next to them on stage, while they telling their life story.” 

The advisor’s willingness to grow — and Mathieson’s willingness to hold space for that growth — turned a conflict into connection. 

2. “Perception, Expectation, Reality.” 

This is the framework Mathieson uses to prepare her team for how they show up in the world.  

“I'll say to them, ‘What is your perception of going to this event? What are your expectations? And what’s your reality?’” It’s a simple exercise, but it reveals assumptions that could lead to mismatched behavior and helps team members align their mindset with the moment. 

Mathieson’s “perception, expectation, reality” mantra is part of her broader leadership effort to help people think critically before they act, and to avoid assumptions that lead to disconnect. 

She applies the phrase during team development and community engagements. “Whether it's a young 27-year-old male or a senior advisor presenting to clients, they need to understand : You are on stage. You are in a uniform. Who are you representing, and why?” 

By consciously thinking of the quote’s three words, Mathieson ensures that all her team members reflect the agency’s values — connection, compassion, commitment and community. 

3. “Connection leads everything.” 

If you ask Mathieson which of her agency’s four core values comes first, she doesn’t hesitate. “It’s connection. It’s connection. It’s connection,” she said. 

From onboarding to coaching to team rituals, she views connection as a catalyst for performance. 

“When people feel connected to each other, they’re motivated to perform to a higher level,” she said. “When people feel disconnected — irritated, ‘I don’t understand what’s going on’ — it doesn’t feel right.” 

Every board meeting at her agency is followed by a full company update within 48 hours, often featuring team spotlights and client success stories. Also, DISC personality profiling is used across the agency, not just when hiring new advisors but with learning and development. Mathieson strives to create a shared language that helps team members understand each other’s styles, reduce conflict and collaborate effectively. 

4. “Your power is in the silence.” 

Some leaders rush to solve, explain or fill the void. Mathieson has learned the opposite. 

“The power of silence — that is the biggest lesson I’ve learned. You will be so uncomfortable. You will literally be squeezing your hands under the table,” she said. But in moments when behavior doesn’t align with company values — say, when an advisor dismisses feedback or sidesteps accountability — staying quiet  when discussing the issue with them can create the space for them to reflect and reveal share what’s really going on. 

Mathieson not only leads by example, she teaches active listening to her team leaders as well. In one coaching conversation, she advised a leader to handle an advisor’s unacceptable behavior with presence and pause: “Be very clear, and be very factual,” she told her. “And then be very silent.” 

The result? The advisor shifted his mindset, realigned with the agency’s values and re-engaged as a committed member of the team. 

“When you feel connected to other people, you feel motivated and clear on what you want to achieve,” Mathieson said. “I want our team members to feel valued and they are moving towards being the very best version of themselves. If they leave our business, I want them to be better than when they started, and I  would like them to say it was a good experience.” 

Darin Painter is a freelance writer and editor in Strongsville, Ohio, USA, and owner of the content development business Writing Matters (www.writingmatters.com). 

Contact: Jo Mathieson, jo.mathieson@totallife.co.nz