I’m sitting outside my gate in Columbus, Ohio, waiting for my plane to board. This is always one of those life experiences where you feel like cattle being loaded, which is not my favorite pastime. It reminds me of Disney, but let’s not digress.
I hear this entertaining voice take the air and realize it’s our gate attendant.
This plane is full, yes, completely full.
First Class is full.
Business Class is full.
Comfort is full.
Coach is full.
In case you have not heard, this plane is full.
As we begin boarding, no pushing, we are all going to leave here at the exact same time. I promise that everyone on this flight will be leaving this airport at the same time.
He is grinning and entertaining everyone as he gets people to sit up, listen, and engage. Although he had bad news for some, it was delivered in a non-threatening, matter-of-fact way. His communication was very effective as it made us feel important. Key messages were repeated and his communication style indicated he cared. His tone relaxed people during what can be stressful times.
As I boarded the plane last, which is one of my crazy air travel habits, I shared my appreciation with the gate attendant as I asked him if this flight was full. We both laughed, and I expressed my sincere gratitude for how he had handled the entire boarding process and how he had made the announcements very informative.
This is a great leadership lesson for each of us on communication and having influence. When we affirm others, let them know we see them and understand their needs — people lean in, they engage. Communication is more effective as people genuinely listen and the key messages are repeated.
How can we better see and affirm those around us this week?
The Rest of the Story
CeCe: Can you take and pick up Oliver from the groomer tomorrow?
Me: No, I’m fishing tomorrow.
CeCe: You haven’t said you were fishing tomorrow.
Me: I did mention it to you last night.
CeCe: I don’t remember you mentioning fishing to me.
Me: Well, I’m sorry, I will be fishing tomorrow.
“If you were to anticipate how strong a company’s culture needs to be to transform and thrive in the future, Joey Havens paints a beautiful horizon in his book Leading with Significance.” Daniel Burrus
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