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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. "

Patrick Lencioni

Say

Tired

Sky

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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. "

" 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. "

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

Patrick Lencioni

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Meetings

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

" 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. "

" 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. "

" 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. "

" I have many times marveled at how I could feel so good about myself while eating peanuts in a middle seat on Southwest Airlines and yet feel so condescended to in first class on United. "

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

" 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. "

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

" Team members need to learn to leverage one another, and that doesn't happen over a golf game or on a phone. It happens by getting together and taking the time to know each other. "

" 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. "

" Conflict is the pursuit of truth. "

" 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. "

" Teamwork is a strategic decision. "

" 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. "

" Smaller groups of people can establish trusting relationships. "

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

" If you're not willing to accept the pain real values incur, don't bother going to the trouble of formulating a values statement. You'll be better off without one. "

" 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. "

" 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. "

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

" 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. "

" We learn by taking action and seeing whether it works or not. "

" Whether we're talking about leadership, teamwork, or client service, there is no more powerful attribute than the ability to be genuinely honest about one's weaknesses, mistakes, and needs for help. "

" 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. "

" 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. "