Here’s a trivia question for you: In the movie Pinocchio, what are the three qualities he needed to possess to become a real boy? Answer: Brave, truthful, and kind. We all know that these same virtues must exist in business if we are to be successful in the long run. When someone possesses these qualities and has to manage a tough situation, the experience can be unforgettable.
Many years ago, my wife and I were on a flight from Phoenix to Chicago. A few minutes after we took off, the captain’s voice came on the loud speaker. He had a gruff voice and we immediately sensed that he was a very experienced pilot. He said, “May I have your attention please…There is something I need to tell you…no, no, no, don’t go getting all panicky! Here is what’s up: The computer’s are down at O’hare. What does that mean? It means we can’t land there until the computers are working. What does that mean? Does it mean that we will will land in St. Louis…Dallas…Kansas City?…I don’t know. I just don’t know. When I do know, you will know right away. This much I can tell you: It’s going to be one of those nights….relax and I’ll keep you posted”
The pilot had a sense of humor, he was a straight shooter, he respected us, and he actually made an inconvenience fun. He kept coming back on the PA system every few minutes, and we were all laughing and having fun. When I look back on that experience, I recall that pilot as a leader and a great communicator. Like the three qualities that allowed Pinocchio to become a boy, the pilot was brave, truthful, and kind in a challenging situation he had to manage. Brave, truthful and kind…sounds simple, doesn’t it?
