"Essential workers are the first to detect bullshit a mile away. Excellence is the outcome of the belief they have in you as a leader, and you earn their belief with action. When mechanical issues delay a flight, it's not the middle managers with the desk jobs who fix it. It's the guy with the wrench."
"How fast he moves, how motivated he is to apply his very best work at that exact moment with purposeful precision can be the difference as to whether the flight gets out on time. The domino effect of the mechanic's discretionary effort can determine whether the plane connects to the next one to take off, whether the crew reaches its next assignment, whether the airline reaches its on-time departure goals."
In challenging economic conditions, business leaders often demand increased productivity and efficiency from employees without establishing the cultural foundation needed to inspire discretionary effort. Front-line workers, particularly essential workers, quickly recognize insincerity and require authentic leadership demonstrated through action. Former United Airlines CEO Oscar Munoz emphasizes that operational excellence depends on front-line employees like mechanics who directly impact critical outcomes. These workers possess the ability to detect problems and execute precise work that cascades through entire operations, affecting flight schedules, customer satisfaction, and revenue. Leaders must align their workforce through purposeful engagement and provide the resources necessary for employees to perform at their best.
#front-line-leadership #employee-engagement #operational-excellence #discretionary-effort #organizational-culture
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