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  • So the question was "If I was sitting inside United Airlines what do I do to regain trust?"

  • So first of all, let us understand what broke.

  • It wasn't a flawed company policy of trying to get people off of a plane.

  • That's normal they offer us vouchers all the time.

  • There's no particular detail that was wrong, the problem there was

  • that there was a complete failure of leadership that started years and years ago,

  • that eventually when you have failures of leadership they will always culminate in something like this.

  • And so I think United Airlines, and they need to do the hard work of putting bandaids on the situation,

  • but what's more important is that they go deep inside and do a lot of introspective work

  • that "What in their culture is significantly broken?"

  • Right?

  • So, let me give an an innocuous example of the same thing.

  • It's actually a United Airlines example.

  • I was getting ready to board a plane, and I witness a scene play out in front of me,

  • where one of the passengers attempted to board the plane before their group number was called,

  • which as everybody here knows is a felony.

  • And that is exactly how the gate agent treated him.

  • "Step aside, sir, I haven't called your group - please wait til I call you..."

  • is basically what happened.

  • So I spoke up! I said "Why do you have to talk to us that way?"

  • "Why can't you talk to us like we're human beings?"

  • And she looked me in the eye and said "Sir, if I don't follow the rules I could get in trouble or lose my job."

  • What she told me is that I don't feel safe in my own company,

  • and my leaders don't trust me to do the job for which I've been trained.

  • Guess who suffers?

  • Customer and company.

  • That is a leadership problem.

  • Right?

  • Where you have someone operating out of fear rather than using their own common sense.

  • That person knows exactly what the issue is which is:

  • "So what? Let them on, like nobody actually cares." Right?

  • Which is why on Southwest it's so much more enjoyable to fly on the plane

  • because it's not a big deal.

  • For example, if an airline is four meals short the rulebook says you wait,

  • you delay the plane and you get those four meals - which is what most airlines will do.

  • Southwest Airlines says "Hey we're four meals short - umm, we can leave, but four of you won't eat - is that ok?"

  • And everyone's like "Let's get outta here!"

  • Because their using their common sense.

  • So what happened here was a fear-based society, where they didn't say...

  • First of all, they should have done it before the people got on the plane.

  • And then if it didn't work, you offer more, and you offer more, and eventually

  • a couple of hippies will give up their seats.

  • It's what happens every time.

  • And you get four seats it's not a big deal.

  • Or, and the problem is - they let them on, they didn't respond, they forced people off.

  • So I think the more significant issue is whether United will recognize the very, very serious cultural problems they have

  • that they're an airline of people operating out of fear without using common sense,

  • and this will happen; this is predictable.

  • I just don't know when but it - it always happens, when you have leadership issues like that.

So the question was "If I was sitting inside United Airlines what do I do to regain trust?"

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ユナイテッド航空のリーダーシップの失敗|サイモン・シネック (United Airlines' Failure of Leadership | Simon Sinek)

  • 178 10
    Aniceeee に公開 2021 年 01 月 14 日
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