Gelmi, T: BREAKTHROUGH - What Cabin Crew can teach you about Leadership, Teamwork and Customer Contact

Összefoglaló

Managers, employees and customers meet in the limited space of an aircraft. They interact and encounter conflicts such as those found in other areas of the world of work. How the interaction takes place strongly depends on the skills and performance of the cabin crew, who at best must anticipate and de-escalate challenges and at worst solve them immediately and without help from the outside. This calls for the highest level of personal and interpersonal competence - with all the consequences. So, what can managers and employees learn from the setting on board? Each chapter begins with exciting real life stories that happened at a certain latitude and longitude and an altitude of 30,000 feet. The reader directly recognizes parallels to his or her life, tracks down problems faster in the future and finds new solutions. If you want to increase your professional and personal effectiveness, this book is a must read for you. Marshall Goldsmith Author of the New York Times #1 bestseller Triggers, Top-ranked Executive Coach, Author of bestsellers MOJO and What Got You Here Won't Get You There: "If you want to shape the relationships with your stakeholders more effectively, this book is one not to be missed. Thomas Gelmi takes you on a journey towards more impact in leadership, teamwork and customer interaction by starting with the most important person: yourself. The book provides valuable insights and hands-on guidance for effective human interaction and for becoming the person you want to be. Highly recommended!" Matthias Mölleney President of ZGP Zürcher Gesellschaft for Personal-Management and former Head of Human Resources at Swissair: "As the former head of human resources at Swissair I thank Thomas Gelmi for his views and insights. With his book, he provides food for thought and builds a very practical bridge between self-leadership and team leadership, the collaboration of teams and the interaction with clients. I particularly appreciate that the human factor is always in the centre of his attention." Dr. Daniel C. Schmid Head of Academy at HWZ Zurich School of Economics "With his book, Thomas Gelmi makes an essential statement: The ability to build and maintain true connections in the digital age is an essential success factor in leadership, teamwork and customer contact and thus an important - analogue - differentiator for many organizations. The prerequisite is to be in touch and in a good relationship with oneself. BREAKTHROUGH is a must for all those who want to increase their individual impact."