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From Enemies to Partners - A Conflict with Added Value Tutorial

Discover how a conflict turned into a stepping stone for collaboration in "from enemies to partners - a conflict with added value." Witness Southwest Airlines' leaders turn rivalry into teamwork, fostering a culture where ideas flourish. Explore the successful creation of the Practice Evolution Group, a testament to the power of listening and shared goals. Tune in now!

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Available in SoftSkills

00:00:03

Southwest Airlines faced a dilemma.

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Two pilots,

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Captain Mark and First Officer Lisa,

00:00:09

were in conflict.

00:00:11

Lisa,

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recently promoted,

00:00:13

had brought new ideas regarding flight procedures,

00:00:16

while Mark,

00:00:16

a veteran,

00:00:17

was hesitant to change his habits.

00:00:20

Their disagreement was palpable,

00:00:22

affecting even the crew's dynamics.

00:00:25

Rather than reprimanding or separating them,

00:00:27

Gary Kelly,

00:00:28

the CEO,

00:00:30

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

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There,

00:00:35

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.

00:00:44

After listening to each other dispassionately,

00:00:46

Kelly invited them to take a step back

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and think of a solution that would consider the interest

00:00:51

of all pilots and the future of Southwest Airlines.

00:00:55

A solution was agreed upon.

00:00:57

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.

00:01:08

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

00:01:12

but also transformed their conflict into a collaborative opportunity.

00:01:16

The committee named PEG,

00:01:19

Practice Evolution Group

00:01:21

was a success,

00:01:22

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

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