Off Cut Forty Three

These thoughts resulted from an April 2002 Air New Zealand flight.

THE VALUE OF THE TEAM

An ever-so-ordinary flight to Auckland with Air New Zealand became an interesting study in good performance for as the flight progressed it became evident that the standard of service on this aircraft was exceedingly high. There were consistently good performances being delivered by all members of the cabin crew. It took a while to be noticed for there were no excesses. Everything was simply done well. Relaxed, straightforward, honest, attentive support. There was plenty of good active listening and also a convivial sharing.

Interestingly the supportive sharing applied as much in crewmember to crewmember transactions as it did between crew and passenger. The flight attendants helped each other. This convivial atmosphere was a significant part of the success of their overall performance. Generally actors know and understand this. As a group actors mostly work together in a way that is a good model for other professions. They call it collaboration. It is however, easy to take for granted the importance of these skills - and here on another stage was a wonderful example that re-affirmed those principles. A clear sense of purpose, equality of status and good listening are the foundations on which good individual and group performances are built.