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" Conflict is the pursuit of truth. "

Patrick Lencioni

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" God bless those employees at United who somehow continue to be gracious and patient and generous with customers even while bearing the brunt of a broken company themselves. "

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" There is almost nothing more painful for a leader than seeing good people leave a growing organization, whether it's a priest watching a Sunday school teacher walk out the door or a CEO saying goodbye to a co-founder. "

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" Hungry people are always looking for more. More things to do. More to learn. More responsibility to take on. "

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" Make sure that the people at the top are working together and there aren't divisions of labor. Don't have people working in silos; have them working across the team. "

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Working Together

" Too often, companies focus on systems and structures that facilitate cultural change at the mid-management level, overlooking problems closer to the top. "

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" Members of great teams confront each other when they see something that isn't serving the team. "

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" The problem is too often they are boring, and boring in a meeting happens for the same reason as in a book or movie - when there is not enough compelling tension. Meetings should be intense. "

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" Values can set a company apart from the competition by clarifying its identity and serving as a rallying point for employees. But coming up with strong values - and sticking to them - requires real guts. "

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" Your focus should be on creating an environment where growth can occur and then letting nature take its course. "

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" Teamwork requires some sacrifice up front; people who work as a team have to put the collective needs of the group ahead of their individual interests. "

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" Clients don't expect perfection from the service providers they hire, but they do expect honesty and transparency. There is no better way to demonstrate this than by acknowledging when a mistake has been made and humbly apologizing for it. "

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" Teamwork is a strategic decision. "

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" Irrelevance is the feeling that an employee gets when they don't see how their job really makes a difference in someone else's life in some large or small way. "

Patrick Lencioni

" Team members need to be able to admit their weaknesses and mistakes, to acknowledge the strengths of others, and to apologize when they do something wrong. "

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" Hungry people almost never have to be pushed by a manager to work harder, because they are self-motivated and diligent. They are constantly thinking about the next step and the next opportunity. And they loathe the idea that they might be perceived as slackers. "

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" I never accepted the premise that meetings themselves were bad. "

Patrick Lencioni

" Having to re-recruit, rehire, and retrain, and wait for a new employee to get up to speed is devastating in terms of cost. "

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" You have to build trust among team members so that people feel free to admit what they don't know, make mistakes, ask for help if they need it, apologize when necessary, and not hold back their opinions. "

Patrick Lencioni

" Success is not a matter of mastering subtle, sophisticated theory but rather of embracing common sense with uncommon levels of discipline and persistence. "

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" Without trust, the most essential element of innovation - conflict - becomes impossible. "

Patrick Lencioni

" Where there is humility, there is more success, and lasting success. "

Patrick Lencioni

" What's amazing is that so many leaders who value teamwork will tolerate people who aren't humble. They reluctantly hire self-centred people and then justify it because those people have desired skills. "

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" The sad fact is that it would be fair to say that United is a generic, bureaucratic, tired company. A sort of DMV in the sky. No real culture. No real strategy. No real expectations for employees or customers. All of which is a shame. "

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" At the heart of every great movie is conflict. It's the same with a meeting. There should be conflict and tension. "

Patrick Lencioni

" When leaders throughout an organization take an active, genuine interest in the people they manage, when they invest real time to understand employees at a fundamental level, they create a climate for greater morale, loyalty, and, yes, growth. "

Patrick Lencioni

" Empty values statements create cynical and dispirited employees, alienate customers, and undermine managerial credibility. "

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" When team members openly and passionately share their opinions about a decision, they don't wonder whether anyone is holding back. Then, when the leader has to step in and make a decision because there is no easy consensus, team members will accept that decision because they know that their ideas were heard and considered. "

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" When employees feel anonymous in the eyes of their managers, they simply cannot love their work, no matter how much money they make or how wonderful their jobs seem to be. "

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" You need to make sure you hire people who are capable of being strong team players. Team members should fit the company's culture, be committed to the team, and be capable of being genuinely vulnerable and selfless. "

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" If you have doubt about a person's humility or smarts, don't ignore it. More often than not, there is something causing that doubt. "

Patrick Lencioni