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CASE 10.3 and the president and che operating of cer in 2001 (which the stapped down from 2000. She bad no formal training in ration, but that didn't matter. Herbal treated me as a complete equal to him," she says. Servant Leadership Takes Flight A young mother traveling with a toddler on long-country light approached the flight attendant looking rather frantie. Because of weather and an hour and half wake on the runway to take of the plane would arrest is dedination several hours late. The plane had made in intermediata o Denver to pick up pacenters but not long enough for travelers to disembark. The mother told the scendant that with the delays and the long fight her child had really eaten al the food she brought and she didn't feed im soon he was bound to have a total meltdown."Can I get off for five minutes just to run and get something for him to eat she pleaded. I was Colleen who instituted the Golden Rule as the company motto and developed a model that focuses on employee satisfaction and issues first followed by the needs of the passengers. The company hired employees for their touchy fey Moe and trained them for skill Southwest Airlines developed a culture that celebrated and encouraged humor. The sample of being themselves on the job started at the top with Herb and Colleen This attitude has paid off. Southwest Airlines posted a profit for 35 Consecutive years and continues to make money while other sirlines profits are crashing Colleen says the most important numbers on the balance sheet, however, are those that indicate how many millions of people have become frequent flyers of the airline, a number that grows every year Figure 10.1 Model of Servant Leadership have to recommend strony that you stay on the place the dant kernly. But then with me, the wided. But I can get of. The plane won't leave without me. What can I get your son to al Turns out the flight attendant not only for the ele boy a meal, but brought four other children on board meals as well. Anyone who has traveled in a plane with screaming children knows that this licht en dant not only took care of some my children and track parents, but also indirectly saw to the comfort of planlad of other penger This story doesn't surprise anyone with Southwest Airlines The airline mission statement le posted every) forral Souther location: Follow the Golden Ruletreat people the way you want to be treated Itsa a philosophy that the company has to heart and begins with how le treats employee Colleen Barrett, the former president of Southwest Airlines, says the company cofounder and her mentor Herb Kelcher was durant that happy and motivated workforce will sentially extend that goodwill to Southwest customers (knowledge@Wharton 2005). W the airline took care of employees, the employees would take care of the customers, and the shareholders would win, Antecedent Conditions Servant Leader Behavior Outcomes Content and Culture Lander Attributes Conceptualizing Emotional Healing Putting Followers First Helping Followers Grow and Succeed Behaving Ethically - Empowering Creating Value for the Community Follower Performance and Growth Organizational Performance Social Impact Follower Receptivity From the first days of Southwest Airlines, Herb resisted establishing traditional hierarchies within the company. He focused on finding employees with substance willing to say what they thought and commi ted to doing thing differently Described aplicarlan spirithe employed a collaborative Approach to management that evolved i Octs at every step Colleen, who went from working as Herbi lepl secretary to being the president of the airline, is living proof of his philosophy. A poor from rural Vermont who got the opportunity of a theme to work for Herb when he was still a lawyer, she rose from his alde become vice president of administration, then the vice president of customers. SOURCE: Adapted from Uden R. C. Ponacci, A. H. Meer, D. (press) Servant leadership: Antecedents, consequence, and contextual moderator in DV Dwy (Ed.). The Oxford Handbook of leadership and arron Oxford England: Oxford University Press and a Dierendonck.D. (2011). Servant leadership: A review and syntheses Journal of Management, 37(4), 1228-1261 3. Southwest Airlines emphasizes the Golden Rule. What role does the Golden Rule play in servant leadership? Is it always a part of servant leadership? Discuss