On a recent trip, I sat in the same row as a ground systems manager for a large airline. There was a delay in leaving and boarding had been done in a non-standard way. Several of us commented on the change we had noticed and the longer delay caused by the changes. The manager listened closely, asked a few questions then sent a text to his ground crew. Once we were airborne, I asked him how he had addressed the matter with his crew. Here are the tips he offered:
1. As leaders, we are coaches more than anything else.
2. Value people. Make certain they feel and experience that they can speak their mind.
3. Never correct harshly. Ask questions, get their solutions; encourage a “different next time”.
4. The people who train your teams are the key to system success. They need great attitude over great aptitude.
What have you found true in this regard?