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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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" Some companies simply aren't meant to be bigger than they are. They provide products and services that satisfy their customers in a way that pays the bills, produces reasonable profits, and allows them to keep their people employed and fulfilled. And there's nothing whatsoever wrong with that. "

Patrick Lencioni

Meant To Be

Way

People

" I've spent many a long flight talking to flight attendants, trying to understand what kind of employment experience underlies such a consistent lack of concern for customers. "

" The kind of people that all teams need are people who are humble, hungry, and smart: humble being little ego, focusing more on their teammates than on themselves. Hungry, meaning they have a strong work ethic, are determined to get things done, and contribute any way they can. Smart, meaning not intellectually smart but inner personally smart. "

" 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. "

" 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. "

" What clients are really interested in is honesty, plus a baseline of competence. "

" Are your people uncomfortable during meetings and tired at the end? If not, they're probably not mixing it up enough and getting to the bottom of important issues. "

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

" Smaller groups of people can establish trusting relationships. "

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

" The best kind of accountability on a team is peer-to-peer. Peer pressure is more efficient and effective than going to the leader, anonymously complaining, and having them stop what they are doing to intervene. "

" The majority of meetings should be discussions that lead to decisions. "

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

Patrick Lencioni

Speed

New

" 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. "

" Trying to design the perfect plan is the perfect recipe for disappointment. "

" 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. "

" Enron - although an extreme case - is hardly the only company with a hollow set of values. "

" If you could get all the people in the organization rowing in the same direction, you could dominate any industry, in any market, against any competition, at any time. "

" A lot of times, people find themselves in a meeting where the primary purpose is to receive information, and that's a poor use of people's time. Those meetings can be easily dispensed with and can be an email instead that people read in their own time. "

" If you want to lead, you better love people. Even if you don't like them, you have to love them enough to tell them the truth. "

" Employees that feel known and they feel like they know why their job matters and they have a sense of measuring it stay later, do extra work, and are committed to the organization above the requirements that they have. "

" Anybody, and any company, can have a big run of success once, but if you're going to repeat that over time, you need to be aware that you need to keep learning. "

" When team members trust each other and know that everyone is capable of admitting when they're wrong, then conflict becomes nothing more than the pursuit of truth or the best possible answer. "

" 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. "

" The truth is that intelligence, knowledge, and domain expertise are vastly overrated as the driving forces behind competitive advantage and sustainable success. "

" Employees who can't trust their leader to be vulnerable are not going to be vulnerable and build trust with one another. "

" Great teams argue. Not in a mean-spirited or personal way, but they disagree when important decisions are made. "

" People who have a sense of peace that their priorities are in the right place also have a sense of humility and a realistic view on life. "

" Failing to engage in conflict is a terrible decision, one that puts our temporary comfort and the avoidance of discomfort ahead of the ultimate goal of our organization. "

" 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. "