CHICAGO–It may have been the worst executive decision by a major airline in recent history, according to Justin Bariso.
Bariso, the founder of Insight, recently wrote in Inc.com in reference to United’s recent move to replace quarterly performance bonuses (which could add up to more than $1,000 per year) with a new “lottery” system in which only about 1.6% of employees would win larger prizes, such as a new car or up to $100,000 in cash.
Not surprisingly, employees voiced outrage and United grounded the plan. But what salvaged the bad situation and where credit union leaders can take a lesson, said Bariso, is how United CEO Scott Kirby responded with a CEO to the airline’s employees.
How the Email Read
Dear United colleagues,
Since announcing our planned changes to the quarterly operations incentive program, we have listened carefully to the feedback and concerns you've expressed.
Our intention was to introduce a better, more exciting program, but we misjudged how these changes would be received by many of you.
So, we are pressing the pause button on these changes to review your feedback and consider the right way to move ahead. We will be reaching out to work groups across the company, and the changes we make will better reflect your feedback.
Appreciatively,
Scott
Two Lessons
According to Bariso, there are two lessons for managers to be taken from the email:
1. Mistakes are inevitable, so don't be afraid to admit when you're wrong.
2. It's never too late to take a pause and listen.
The Value of the Pause
“The pause is an invaluable tool for developing your emotional intelligence, the ability to make emotions work for you, instead of against you,” wrote Bariso. “Simply put, to pause means to take time to stop and think before moving forward…The pause is the most important of all the emotional tools in your toolbox. To pause, you must take time to stop and think before you speak or act. Doing so can prevent you from saying or doing something you'll later regret.”
Bariso added, “The pause is easy in theory, difficult in practice. Even if we've developed good self-management skills, factors like added stress or a bad day can inhibit our ability to pause at any given time. That's why it's important to train yourself to use the pause regularly. In time, you'll create a habit of thoughtful response.
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