Session 3 – September 30, 2011

The Dallas Servant Leadership Learning Community

Session 3 – September 30, 2011, 7:30 a.m. – 12 noon.

Southwest Airlines Headquarters – University for People Rooms 108/109.

An Intimate chat with Colleen Barrett on her book, Lead with Luv

AGENDA

7:30 Continental Breakfast and Networking
8:00 Welcome:
8:10 Participants Check-In: Please give your name, organization, and something you LUV about Southwest Airlines
8:45 Introduction of Colleen Barrett, President Emeritus of Southwest Airlines
9:00 An Intimate chat with Colleen Barrett from her book, Lead with Luv
10:30 BREAK
10:45 Dialogue
11:35 Large Group Check-Out. 
11:55 Feedback
12:00

Adjourn  – All invited to enjoy lunch at your own expense at The Landing on the 5th Floor

As you listen to Colleen, we suggest you consider the following questions for our planned dialogue session:

  • Colleen wrote, “…the most loving thing you can do is to be straight with People when they are getting off course.”  (p. 10).  Commitment to each other in the form of accountability is a critical component of community.  How effective are you at “being straight” and how does your organization encourage or inhibit it?
  • Colleen notes that she and Herb Kelleher are very different (p. 19).  Authentic communities are diverse and inclusive.  How diverse is your team?  How comfortable would you be with a teammate or partner that is “very different” from you?
  • “Lead with LUV” is full of powerful stories and Colleen will undoubtedly tell us a few that will be illustrative of the authentic community that you can simply feel walking through the halls of Southwest.  Does storytelling play a role in your community?  How could you encourage more?
  • Colleen stated, “There should be no difference whatsoever between your principles and values when delivering internal Customer Service versus external Customer Service” (p. 69).  Healthy communities hold key values concerning how members treat each other.  Are there any differences between how you treat each other versus your Customers?
  • Colleen shows her humility in stating, “People admire your strengths, but they respect your honesty regarding your vulnerability.”  (p. 106).  How safe is it in your community to express vulnerability? How often do you set the example by doing this?
  • The Southwest Culture Committee is an excellent example of leaders who practice community building.  The Culture Committee is clearly important to Colleen yet she stated, “When I chaired this group, I didn’t come up with the agenda for them, but I facilitated their meetings once they came up with their agenda” (p. 126).  Authentic community is built by members, not necessarily by leaders.  Have you considered the fine line between carefully nurturing community (and culture) and trying to falsely manufacture it?  Could you trust and “LUV” your People enough to step back and allow them to find it for themselves?

BASIC DIALOGUE GUIDELINES

  • Be respectful & keep confidentiality

  • Slow down; allow for silence

  • Suspend assumptions

  • Be open to influence

  • Suspend judgment

  • Practice active listening

  • Ask clarifying questions

SUMMARY OF SLLC MORNING, SEPT. 30, 2011

AN INTIMATE CHAT WITH COLLEEN BARRETT ON HER BOOK, LEAD WITH LUV

Thanks to Charlyn Grijalva and her team at Southwest Airlines for welcoming us to their University for People rooms and the bountiful breakfast!

After everyone had checked in and received a copy of Colleen’s book, Lead with Luv,   Homa Lewis welcomed the group.  She reflected that it was appropriate for her to start the program since an SLLC session was the first project she handled and now it would be her last program as she leaves AMCA for an opportunity to tie the different threads of her life together. She paid tribute to Gerald Johnson of Celebration Restaurant for his welcoming attitude and warm heart; Gloria Bailey of Collin County CSCD for her friendliness and fun-loving spirit; and Carol Haddock of AMCA for being someone who personified love and caring of others. Then Ann McGee-Cooper reviewed the history and the purpose of the SLLC.  Ann also noted this would be the last session in which Matt Kosec would serve as an AMCA, Inc. Adjunct Partner, allowing him to focus on his duties as a soon to be appointed Deputy Chief of Police with the City of Coppell.  Matt led the group in the check-in where each person shared his/her personal journey of servant leadership and one thing he/she “Luved” about Southwest Airlines.  The stories ranged from how warm and friendly the Employees are, to the “family art” in the hallways, to finding a car in a parking garage, and to being allowed to wear hot pants.  The stories were a perfect lead-in to the chat with Colleen Barrett, President Emeritus of Southwest Airlines.

Colleen, after threatening to cut the necktie of Joel Payne (unabashedly considering Joel is an armed Police Sergeant), shared stories about the importance of empowering and trusting Employees to “do the right thing” (which can’t be mandated by a policy manual) when taking care of Southwest’s Customers.  She highlighted many differences between Southwest and their competitors, noting that the Culture of Southwest cannot be mandated or imported via a program; it is a way of being.  Colleen emphasized that there should be no difference in how an organization treats their people internally as they do their Customers.  At Southwest, there is no difference in applying the “Golden Rule” between peer or Customer. Colleen told a very poignant story of how five Employees bent some rules to help a grandfather reach the bedside of his dying grandson.  She stressed how Southwest is truly a family that encourages Employees to grow into their greatness.  The stories told by the Southwest People in the room were testaments to this sense of family, belongingness, and community.

After the break, members gathered in dialogue circles to share their reaction to Colleen’s message and how it might apply to their own organizations. The questions listed under the Agenda were a jumping off point for most of the groups.  As a check-out, each group had a spokesperson who shared the important points of the group.  Some of the highlights of the dialogue refined by each group included:

  • The value of “Straight Talk:” You owe nothing less to the people you presume to lead.
  • The power of formal leaders (and really anyone) admitting their vulnerabilities and weaknesses.
  • The importance of holding ourselves accountable, especially in the form of not leaping onto assumptions until we have taken the time to gather all information.  In doing so we can help others grow instead of simply blaming.
  • Colleen’s message is consistent, regardless of audience.  Good leaders know what they stand for that the message stays consistent.  This builds trust and consistency within the organization.
  • Doing the right thing is more important than doing it the right way (as in the policy manual).  Elizabeth Mata highlighted this with a catering story in which she did the right thing.

Feedback forms were handed out and then everyone was invited to eat at The Landing, and enjoy being part of even more of the great hospitality that defines Southwest Airlines!

FEEDBACK:

Most valuable for me today was…

  • In order to hold your employees accountable, hold yourself accountable first.
  • Treat your internal customers as well as you treat your external customers.
  • Being with the group.
  • The small group discussion and thoughts on how to implement the things we learned about from Colleen.
  • Hearing Colleen speak and getting her insight on various issues regarding servant leadership.
  • So powerful to hear from Colleen! What a treat!
  • The group.
  • “Do the right thing… not only the right way.”
  • Colleen’s talk overall. The emphasis of the importance of being straight with people and also allowing people to be straight with you.
  • Informal discussion with Colleen. Dialogue with smaller group always.
  • Colleen’s humble approach to empowerment. “Do the right thing.” Leaders know when to follow… Internal and external customer service should be equal.
  • Having Colleen of course. Also, see how many like-minded people accountable trying to practice and apply these principles.
  • Listening to Colleen. Also, the check-in was great.
  • Colleen.
  • Colleen was amazing! I enjoyed the book so much and it helped me to validate our journey. This was the BEST SLLC I have attended!
  • Colleen’s talk was very enlightening and enjoyable. Putting her down-to-earth nature together with the message was very affirming for me.
  • Colleen’s sharing. Community building and sharing. Embracing differences and diversity.
  • The conversation with Colleen was invaluable. The dialogue at the end was very insightful.
  • The exposure to inspiring people. This was my 1st meeting I joined the group talk.
  • Everything, but I love to hear Colleen; she is the person who inspires me everyday.
  • Being with other servant-leaders; renewing my passion for servant leadership.
  • Hearing from Colleen, her insight, wisdom and values.
  • Listening to Colleen and the participant “Luv” Southwest stories.
  • Dialogue with the more experienced SLLC members.

My suggestions for improvement are…

  • I thought my first experience with this group was great. No suggestions at this time.
  • Everything was great! Just enough time for discussion and presentation.
  • Add 30min so the check-in time can still be done without getting us off track.
  • Everything was great.
  • None, this was wonderful!
  • No suggestions. Everything was great. The room, the food, the speaker and the fellowship. Great job!
  • I will have to think on that… I will call you if I think of any.
  • More interaction between participants.
  • Great session. Nothing to add.
  • Great session. More is the only thing I can suggest to improve.
  • Could you really improve after Colleen? Encouraging some brownbag lunches impromptu with the communities.
  • I would love to know more about the organization and the companies. Maybe handouts?
  • You are doing a wonderful job. We love you!
  • I like what you are doing. I know there is always room to improve, but you do a great job!
  • Keep doing what you are doing. Really—Don’t’ stop!