From Enemies to Partners - A Conflict with Added Value Tutorial

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Southwest Airlines faced a dilemma.

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Two pilots,

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Captain Mark and First Officer Lisa,

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were in conflict.

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Lisa,

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recently promoted,

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had brought new ideas regarding flight procedures,

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while Mark,

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a veteran,

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was hesitant to change his habits.

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Their disagreement was palpable,

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affecting even the crew's dynamics.

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Rather than reprimanding or separating them,

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Gary Kelly,

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the CEO,

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decided to invite both to a face to face meeting at the headquarters.

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There,

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instead of dictating a solution,

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Kelly listened.

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Each pilot had the opportunity to freely express their concerns and motivations.

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After listening to each other dispassionately,

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Kelly invited them to take a step back

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and think of a solution that would consider the interest

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of all pilots and the future of Southwest Airlines.

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A solution was agreed upon.

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They would together create a committee with other team members

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to examine and integrate the best practices of the pilots.

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Mark and Lisa would be co-chairs of this new committee.

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This not only acknowledged the value of each person's opinions,

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but also transformed their conflict into a collaborative opportunity.

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The committee named PEG,

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Practice Evolution Group

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was a success,

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leading to several improvements in the company's flight procedures.

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