tag:blogger.com,1999:blog-3574186837508212099.post9096393162469576208..comments2024-03-18T05:14:41.052-04:00Comments on Leadership is a Verb ™: Your flight is canceledJohn Bishophttp://www.blogger.com/profile/13628653965740158626noreply@blogger.comBlogger6125tag:blogger.com,1999:blog-3574186837508212099.post-74429490613197397912010-02-04T19:57:54.921-05:002010-02-04T19:57:54.921-05:00Excellent advice! This is apropos ("don't...Excellent advice! This is apropos ("don't take the bait") not just for leaders, but for those of us in the trenches as well.<br /><br />In customer support, when we receive complaints (very few "atta-girls"), it's tempting to match the client's pitch and fervor in a defensive stance, but one must solve the problem at hand instead of getting drawn into the drama.<br /><br />Determine the true issue behind the emotions with questions. Questions also show that you care about your client's outcome and are dedicated to the solution. Reassurance of one's dedication is essential. BUT be sure to be sincere; empty words can have the opposite effect if you cannot deliver.Kristina (Giangreco) McInernynoreply@blogger.comtag:blogger.com,1999:blog-3574186837508212099.post-67795792349207690952010-02-04T19:57:22.706-05:002010-02-04T19:57:22.706-05:00I liken Sr Management to the "Broomer" i...I liken Sr Management to the "Broomer" in curling. They don't throw the iron, they can only warm up the path to help guide the slide in the right direction. Kristina captures this by care use of questions. I like to ask questions that help the other person evaluate [objectively] what the bigger picture is and also the interplay of all the variables in any action. Once they learn this skill, then we can all drill into the situational outcome of the event or actions and learn how to do it better the next time.Rod Satrenoreply@blogger.comtag:blogger.com,1999:blog-3574186837508212099.post-90793139099825635082010-02-04T12:42:39.288-05:002010-02-04T12:42:39.288-05:00Great post. I recently had a GREAT experience with...Great post. I recently had a GREAT experience with Southwest Airlines. It made all my past blunders (including a canceled fright from JFK with a not-to-be-mentioned airline) seem insignificant. <br /><br />Leadership is very much about staying in control in times when others are losing it. Finding solutions to problems only comes with a calm mind and keen eye for those solutions.<br /><br />Great post and nice blog!JT DeBolthttp://www.shiftofmomentum.comnoreply@blogger.comtag:blogger.com,1999:blog-3574186837508212099.post-11796949545519397672010-01-26T18:13:59.860-05:002010-01-26T18:13:59.860-05:00Focus on what you can control, and handle with gra...Focus on what you can control, and handle with grace things that you can not control. The ticket worker does not have any more control over the weather then you do. If people feel the need to get that upset when flying, they should try Greyhound.David Herriottnoreply@blogger.comtag:blogger.com,1999:blog-3574186837508212099.post-22560410364331976162010-01-26T12:33:24.415-05:002010-01-26T12:33:24.415-05:00Well put ParryWell put ParryUnknownhttps://www.blogger.com/profile/17822431683341771095noreply@blogger.comtag:blogger.com,1999:blog-3574186837508212099.post-58173850294591831322010-01-26T12:25:30.906-05:002010-01-26T12:25:30.906-05:00You can overreact or you can assess the situation ...You can overreact or you can assess the situation and come up with an alternative gameplan.Once you have exausted all possible alternatives, you then realize there is not much else you can do but wait it out. Kind of works under emergency situations, some react frantically and others realize there is work to be done.Anonymoushttps://www.blogger.com/profile/17059270104059780435noreply@blogger.com