The Southwest Airlines Way: Using the Power of Relationships to Achieve High Performance

  • 4h 17m 8s
  • Jody Hoffer Gittell
  • Recorded Books, Inc.
  • 2004

Fortune magazine calls Southwest Airlines "the most successful airline in history." In an industry that regularly loses billions of dollars, Southwest has had 31 consecutive years of profitability. The Southwest Airlines Way reveals the secret to Southwest's remarkable success—high performance relationships—and it creates enormous competitive advantage in motivation, teamwork, and coordination among Southwest employees. Based on Professor Jody Hoffer Gittell's eight years of field research, this book explores Southwest's innovative policies, strategies, and techniques, showing how these methods can be implemented in any organization, and explains how to:

  • Lead with credibility and caring
  • Invest in frontline leaders
  • Hire and train for relational competence
  • Use conflicts to build relationships
  • Encourage mutual respect among employees, managers, unions, and suppliers

In this Audiobook

  • Chapter 1: From Love Field to the World's Most Successful Airline
  • Chapter 2: How Southwest Uses High Performance Relationships to Overcome Strategic Challenges
  • Chapter 3: Southwest versus American Airlines
  • Chapter 5: Lead with Credibility and Caring
  • Chapter 6: Invest in Frontline Leadership
  • Chapter 7: Hire and Train for Relational Competence
  • Chapter 8: Use Conflicts to Build Relationships
  • Chapter 9: Bridge the Work/ Family Divide
  • Chapter 10: Create Boundary Spanners
  • Chapter 11: Avoid Finger Pointing—Measure Performance Broadly
  • Chapter 12: Keep Jobs Flexible at the Boundaries
  • Chapter 13: Make Unions Your Partners, Not Adversaries
  • Chapter 14: Build Relationships with Your Suppliers
  • Chapter 15: How the Ten Southwest Practices Reinforce (or Undermine) Each Other
  • Chapter 18: Implementing High Performance Relationships in Your Organization