In an industry with losses in the billions, Southwest Airlines has an unbroken string of 31 consecutive years of profitability. The Southwest Airlines Way examines how the company uses high-performance relationships to create enormous competitive advantage in motivation, teamwork, and coordination among employees. It then goes further to show how any company can foster these powerful cooperative relationships and explains how to:
Lead with credibility and caring
Invest in frontline leaders
Hire and train for relational competence
Use conflicts to build relationships
Make unions its partners, not its adversaries
Build relationships with its suppliers
"If you look at Southwest Airlines, and I admire what they do, they've been the most successful airline in the industry." (Gerard Arpey, CEO, American Airlines)
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- Scott Hamilton