Respect The Hierarchy

Tony Fernandes, Group CEO of Airasia says he makes it a point to be accessible to his staff. He recounts how a flight staff came up to him at Bengaluru and said,”Hey look,I have some issues. Can you look at it?’

Insight
In 2011, Airasia's employee force was 5000+, it may be more now. If every employee looks up to the CEO, and not his immediate superior for sorting issues, not only does he get overburdened with operational matters, but more critically, senior managers become less accountable, they also lose their morale because the dignity and sanctity of the hierarchy have not been respected.

Showing Care And Concern

When an Air Asia plane flying from Indonesia to Singapore crashed in 2014, Group CEO Tony Fernandes, unmindful of the advice of his lawyers, felt that as the face of the brand, it was imperative that he had to be with the airline staff, and most importantly, considered it his responsibility to be there for the relatives of the victims.

Insight
When leaders display concern and care for their staff and customers, they reciprocate by becoming more trusting and forgiving of the leader and the company.