“Observe, Listen, ask, and act” - Carlos Ayala of mentora
In this episode of the Land and Lead Podcast, Dr. Josh Elmore speaks with Carlos Ayala, Founder and Managing Partner of Mentora and former Chief Workplace Connection Officer at NiSource, about leading cultural transformation through humility, listening, and human-centered leadership. Carlos reflects on a career spanning more than two decades across HR, marketing, DE&I, and global leadership roles at Fortune 500 companies including NiSource, Honeywell, and Hallmark.
Carlos shares how his leadership philosophy was shaped by his El Salvadorian heritage, his mother’s influence, and years of navigating organizational and cultural transitions. Early in his career, he operated as a subject-matter expert focused on execution; over time, he learned that effective leadership requires strategic agility; responding to what the organization truly needs in the moment. A central theme of the conversation is Carlos’s “observe, listen, ask, and act” framework, which he credits with helping him build trust, psychological safety, and alignment across teams.
The discussion explores the role of emotions in change, the balance between data and human insight, and why leaders must model vulnerability by openly reflecting on mistakes. Carlos emphasizes that sustainable performance emerges when leaders create environments where it is safe to fail, learn, and improve together.
The episode closes with advice for leaders entering new roles: slow down, get to know your people deeply, and lead with a “we” mindset to unlock lasting impact.
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