By Kelley Reynolds

I recently shared my observations of certain passengers while on a flight home from Spring break.

While on this flight, there was another opportunity to observe leadership in action.  I would be remiss if I failed to share with you the leadership skills demonstrated by another leader on this flight.  The Pilot

Those of you familiar with air travel are accustomed to the perfunctory pre-flight commentary offered by the cabin crew.  Included in this are the usual details offered by the pilot.  We’ll be cruising at 30,000 feet.  Our flight time, from gate to gate is 2 hours and 18 minutes, etc.  Rarely do I pay much attention to this.  However, when the pilot began the litany, I noticed the first comments were to thank us.  That was a nice touch.

Shortly after take-off, the pilot announced that we might encounter some turbulence.  For about the first hour, the flight was uneventful.  The beverage cart slowly made its way up the aisle as I noshed on a palm-sized bag of pretzels.  And then, we dipped and bounced a little.  The familiar ‘bing’ was heard overhead, indicating that the pilot was communicating with the crew. 

The pilot announced over the p.a. system that we were encountering the turbulence.  He instructed the flight attendants to take their seats.  He further informed us that they would attempt to find smoother air.

For the next 20 minutes or so, we shimmied and dipped.  Then the bumps stopped.  The pilot, true to his word, found smoother air for us.  He then communicated with us that while we were out of the turbulence and the flight attendants would resume beverage service.

The remainder of the flight was unremarkable.  Thankfully.

The pilot had done a wonderful job flying the plane; we landed as expected, wheels first.  He also displayed a few critical leadership skills in the process. 

He communicated with us.  He provided honest and accurate information; using easy to understand language, no jargon.  The pilot managed our expectations and advised us of anticipated turbulence.  When the turbulence hit, he calmly provided instructions to keep us safe while addressing the swirling currents of air. The pilot shared with us his plan to solve the problem and followed up by notifying us when he believed we had navigated through the difficulties.

At this point, you might be thinking; “I never really thought about my flights this way, but is this really article worthy?”

While this analysis is interesting to note, it was the pilot’s next actions which inspired the article. It was what he did on the ground.

As we deplaned, our pilot who calmly guided us to smoother air, stood on the jetway waiting for us.  He spoke to the passengers.  He apologized to each of us for turbulence.  He thanked us for flying with them and let us know that he hoped we would choose the Friendly Skies for our next flight. 

Isn’t this remarkable?!  Not only did he display Battlefield Cool, as he maintained control of the bouncing plane, he exemplified high caliber leadership on the ground, too.

After landing, pilots will often remain in the cockpit, hidden from the view of passengers.  Not this guy.  He faced each of us.  Any of you who work with the public, know the unhappy customer wants to speak with the manager!  By making himself available, he provided any dissatisfied passengers the opportunity to share their displeasure.  This action may have created satisfied customers as well as diffusing any complaints going further up the chain.

He apologized for a situation that he did not create.  Turbulence.  He did not attempt to make excuses for the weather or blame air traffic control.  He took responsibility.  His plane. Period.

Then he expressed appreciation for our business. The pilot realizes that customer service is not some task to be only be performed by other members of his team.  By personally thanking us, he role modeled excellent customer service.

Finally, he made a gesture for his team and the organization.  He asked us for our future business. 

Throughout this flight, our pilot put people first.  Whether be it the passengers or flight crew or the main office, his leadership actions demonstrated dedication to the customer, to his team and to his organization.  What a great example of proactive effective leadership in action!

By Kelley Reynolds

You know, I see leadership skills everywhere, everyday even in unlikely locations and situations.

As an example, this article was written on an airplane full of families returning home from Spring break. 

In any group, team, family, or organization, there is a need for leadership.  Whatever word you use for a gathering of humans who are working towards a common goal, be it increased sales or a menu for dinner, they perform better and accomplish more with a strong leader.  We need a leader who asks the team for suggestions, considers the needs of the organization and guides the team towards the goal.

When the sun is shining, and the team is working well together, the goal is within reach; leading can appear almost effortless and joyful.  However, what happens when there are unexpected bumps? When the team becomes unsure? Uncomfortable?  Apprehensive about the future and attaining the goal?

It is during these situations where we see the caliber of the leader.  As leaders, these are opportunities to challenge ourselves and grow. 

So, we hit a patch of turbulence.  Not the metaphorical kind, but the real kind.  The roller coaster in the sky with dips and drops and shimmies.  The pilot calmly communicated to us that we were going through some rough air and instructed the flight attendants be seated and to fasten their safety belts. We rocked and rolled as the pilots attempted to find smooth air. 

During this, the reactions of passengers, especially parents who were flying with their kids, were noteworthy.  Some passengers were obviously uncomfortable.  There were some of the usual and expected behaviors.  We held tightly to beverages.  We grabbed the armrests.  We offered prayers.  The turbulence was intense.

There was one parent, whose behavior caught my attention.  She clenched her jaws and squeezed her eyes shut.  With each drop, she moaned and cried out loudly in fear.  Her fear consumed her.  She appeared to be oblivious to anyone else on the plane, including her own kids and what they were experiencing.   Her behaviors caused tremendous concern and trepidation among her children.  One of her kids began to sob.   Her response to our current predicament was not helpful to anyone.    Her reactions only exacerbated the fear her children felt.

In the aisle across from me, there was another family.  Prior to the bumps, the teen had been entranced in whatever YouTube video was playing on her cellphone.   The parent was intently reading her book.  As we bounced, I noticed the teenager glanced to her parent.  The teen appeared to be seeking a cue from her parent.  Her posture seemed to ask, “How should we react to the bouncing plane?” Or perhaps, she was seeking some reassurance. 

The parent’s neutral gaze remained on the book for many seconds.  When the mother glanced up, she gently smiled at her daughter.  The mother offered a few words of comfort.  That was apparently enough to appease the teen who then returned her attention to her small screen.

Once the teen’s attention was re-absorbed into her cellphone, the mother discreetly placed her book down and wiped her moist palms. 

This mother, as the leader of her group of humans, had performed her job.  During an uncertain time, a member of her team sought reassurances.  The leader’s calm confidence let her team know that although scary now, everything was going to be okay.  Her message appeared to be just continue doing what you are doing, and we will get through this together.

Based upon her sweaty palms, this leader was not comfortable either.  However, she was careful not to share her feelings with her team; to not burden them with her worries.  As a leader, her priority was to subordinate her feelings and to place her team’s needs above her own.

In our professional lives, we know not every day is easy.  Whether it is because the sales numbers dropped, there was a delayed delivery or organization wide restructuring, there are those times when the team may be scrambling in turmoil. 

As leaders, you have choices.  You can behave like the parent in first example.  You can moan and be visibly upset; letting everyone within earshot know how dire you think the situation is.  You can share your fears with your team.  Will this strategy change or improve the situation?  Would this help the team? 

Or, you can behave like the leader in the second example, demonstrating Battlefield Cool.  You can exhibit confidence; confidence in them and in their ability to respond to the situation at hand.  You can be there for your team and provide them with the reassurance and guidance they seek.  As the leader, no one else can provide these for your team but you. Finally, you place your team’s needs above your own.  Being strong for them gives you the opportunity to focus on their needs while controlling your own emotions. You help no one, when you let them see you sweat!