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" 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. "

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" Team members have to hold each other accountable. If there's a meeting, all members have to commit to be present and to help one another; they can't just check out when they feel they're not getting any benefits. "

Patrick Lencioni

Feel

Team

Hold

" When truth takes a backseat to ego and politics, trust is lost. "

" 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. "

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

" 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. "

" I coach soccer, and my wife and I are very involved in our kids' lives. Our family is busy with doctor appointments, soccer practice, school, work, travel, vacation... life. "

" I'm kind of a reluctant guru. "

" Engaged, enthusiastic, and loyal employees are pivotal drivers of growth and health in any organization. "

" For organizations seriously committed to making teamwork a cultural reality, I'm convinced that 'the right people' are the ones who have three virtues in common - humility, hunger, and people smarts. "

" 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. "

" 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. "

" 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. "

" Too many executives I've met over the years have the mentality of a bodybuilder; they've come to accept the idea that growth is synonymous with success. "

Patrick Lencioni

Years

Success

" Even though I wrote 'The 3 Big Questions for a Frantic Family,' my life is as chaotic as most people's. "

" 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. "

" The best leaders over the long term are those who have a sound home life. "

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

" Meetings are usually terrible, but they shouldn't be. "

Patrick Lencioni

Terrible

Meetings

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

" Smart people tend to know what is happening in a group situation and how to deal with others in the most effective way. They ask good questions, listen to what others are saying, and stay engaged in conversations intently. "

" I have yet to meet members of a leadership team who I thought lacked the intelligence or the domain expertise required to be successful. I've met many, however, who failed to foster organizational health. Their companies were riddled with politics, various forms of dysfunction, and general confusion about their direction and mission. "

" Team synergy has an extraordinary impact on business results. "

" Contrary to popular wisdom, the mark of a great meeting is not how short it is or whether it ends on time. The key is whether it ends with clarity and commitment from participants. "

" Every employee needs to know that there's somebody out there that they serve. And when we don't let people know that for one reason or another, we're depriving them of a fulfilling job. "

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

" 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. "

" 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. "

" 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. "

" 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. "

" 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