Can you remember the incident that took place on a United Airlines flight in 2017 where Dr. Dao was dragged off the plane, blood running from his mouth and mumbling “just kill me”?
Many accuse United Airlines CEO Oscar Munoz of lacking empathy towards Dao in his response after the incident calling the passenger disruptive' and 'belligerent' which sparked a public campaign to boycott United Airlines. Munoz subsequently change his tone and issue an apology to Dao. However, nothing changed at United because weeks later, a United gate agent refused to allow two young girls to board a plane because their leggings did not adhere to the airline’s dress code for “pass travelers," and, just last year, a flight attendant insisted on putting a dog in an overhead bin because its carrier wouldn’t fit under the seat and assured the dog’s owner that it would be fine up there. The dog was found dead upon arrival at the destination.
To continually inspire your people to perform at their optimum best, you must understand the perspectives of your people, and you must give them the respect they deserve, which is reflected in the service provided to their customers. Empathy allows you to achieve this, and, as a result, the most critical skill leaders need today is empathy and the best leaders are empathetic leaders, according to Lolly Daskal.
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