Monday, January 23, 2012

The Quiet Survivor: Leadership Lessons from Airports

Even though my experience pales in comparison to many others, I have spent a fair amount of time over the last few years in airplanes.  Spending time in airplanes means spending time in airports. Nobody goes TO airports...they go THROUGH them, and usually we do that as quickly as possible. And even though I love to travel, my personal definition of most major airports is "a place characterized by horrendous logistical nightmares and massive human interaction."

What do people do in airports? They read, sleep, talk, eat, walk, run, and shop...but mostly they wait. Personally, I enjoy watching people. Just like snowflakes, each one seems different. Sometimes I try to imagine who this person is, what they do for a living, where they are going, and why they look so serious. But more than that, I love to look at how people interact with their environment. I began to realize that perhaps the snowflakes actually do fall into certain categories or types. The more I thought about it, the more I realized that the airport is a living laboratory of human interaction and leadership/followership style.

If memory serves, during the last year or year and a half, I have spent some time in the following airports: Atlanta, Beijing, Chicago, Dallas-Fort Worth, Guatemala City, Hong Kong, Houston, Miami, Minneapolis, Shanghai, Tokyo-Narita, Tulsa...and Northwest Arkansas Regional. (Perhaps I've forgotten a couple.) Based on my most recent empirical research (i.e., my last few trips which included one 10-hour layover in Houston), I have identified the following typology of people. This is a work in process, so I may add more in the future.

  • Clueless Wanderer:  The CW can be seen walking rather aimlessly through the airport, veering to the left and right, usually squinting to read signs that will give some hint as to where they should go. CWs eventually wander up to someone in a uniform (whether it is an airline rep, cosmetics salesperson, or custodian) to ask some basic question like, "Where is Continental?" Clueless Wanderers should not be allowed to travel alone.
  • Fighting Victim:  FVs are easy to spot. Something has just happened, and they are ready for a fight. Many FVs simply like a good fight, so if they have been traveling all day, they have probably been fighting all day. Maybe they missed a connection, didn't get their complimentary beverage on the last flight, were refused an upgrade, or simply didn't like the way that the flight attendant addressed them. Fighting Victims always assume that the entire reason for the airline's existence was to exploit them, and they are ready to stand their ground.
  • Determined Leader:  The DL is usually spotted leading a mission team or some other group of people. This is the type of person who never gets tired, and if they had a flag, they would always be waving it. They are out in front of their people, explaining the process and blazing the trail...whether the group needs or wants the help. Most Determined Leaders need to be the boss and are compelled to demonstrate their knowledge and expertise to the world. Don't step out in front of them!
  • Tired Pilgrim:  The TP is often seen wearing a rumpled business suit with the collar open. They are usually on the tail end of a long journey, and they simply want to get home. They are often spotting talking on their cell phones (either reporting in to the company or to a spouse). They don't have any desire to interact with the world around them...they just want to get home, put on some sweats, and rest.
  • Temporary Tenant:  The TT is pretty obvious because you usually trip over one or two of them around every gate. The TT may be a young parent traveling with several children. They essentially "claim" an area of land in the gate area and make it home, complete with blankets, toys, and games. Stepping into this area is like stepping into someone's home...you ask permission first (and only if you want to). Temporary Tenants travel with lots of stuff so that they can manage the troops during the journey. They are usually pretty self sufficient and are not dangerous unless threatened.
  • Oblivious Obstacle:  The OO is a threat to the wellbeing of others. They are usually fully absorbed by a smart phone, a book or newspaper, a phone call, a map, or anything else that can capture 142% of their attention and discernment at any point in time. Unfortunately, they also tend to be moving. They will not get out of your way. It is your responsibility to avoid them. They have no interest in knowing anything about you or that you exist. The best survival strategy is to give them a wide berth.
  • Frightened Runner:  I've spotted a FR nearly every time I've been in an airport. They are always moving fast, and they have a look of panic on their faces. There is only one reason that a person becomes an FR...they might miss their flight. You are never an FR if you have plenty of time or if you already missed your flight, but only when you may miss it and don't really know. FRs often travel in packs which may include a Determined Leader. If the FR group is a family with children, at least one adult FR is out in front and the other is trying to get the children to run faster. FRs often struggle with the question of which is more important: catching the flight or seeing the children again.
  • Unintelligible Mumbler:  I don't have a lot to say about this person except this: keep your distance. The UM is generally rather quiet and keeps to themselves. They usually talk to themselves, but nobody can really understand what they are saying. They are in their own world. UMs are almost always adults and have generally "checked out" of normal society. The UM probably doesn't want us in their world, which is good, because we probably wouldn't want to be there either.
  • Quiet Survivor:  Of the whole list, this is probably the healthiest personality type I've seen. When the announcement is made that a flight is cancelled, the cacophony begins. Fighting Victims raise their voices and declare the incompetence of the airline. Determined Leaders leap to the forefront to bring salvation to their group. Temporary Tenants extend their leases. Tired Pilgrims head to the bar. Clueless Wanders bump around asking what happened. The Quiet Survivor knows what to do next, and they proceed to do it. You oftentimes don't really notice the QS, because they are quiet. In fact, they want to stay that way. They are courteous and professional to the beleaguered ticket agents.

As always, life is an opportunity to learn. As I identified these different types of people in my airport laboratory, I realized that I could related to these types in other contexts as well. I've known leaders who are good examples of each type. Clueless Wanderers are leaders who never really understand where they are or where they are going. Fighting Victims always have a chip on their shoulder and prefer to fight their own personal battles rather than those of the organization. Determined Leaders micromanage the daylights out of you. Tired Pilgrims are burned out people who just want to finish the day and go home. Temporary Tenants set up shop but make no long term commitment, and the "shop" they set up is usually self serving. The Oblivious Obstacle never sees his people because his head is into other things. The Frightened Runner is on his way somewhere and is afraid he'll miss it. And the Unitelligible Mumbler? He is confused and frightening!

I would not suggest that there is only one "right" form of leadership, but I like to hang around with Quiet Survivors. They get the job done without undue drama. I see at least four characteristics of the Quiet Survivor:

  1. They are prepared for the journey they are on. They know how things work and how to negotiate the obstacles.
  2. They are aware of what is happening around them. They watch the signs and listen to the announcements. They filter out the noise and capture the signal.
  3. They focus on solutions instead of getting trapped in the problem or getting lost in the mess.  
  4. They remain committed to the goal instead of reacting to the moment. Honestly, the whole purpose of being in an airport is to get out of the airport, not to win some kind of battle.

I like Quiet Survivors. They remember that they journey is not the same thing as the destination. The destination is where we want to end up, but how we handle the airports both shapes and reflects who we are when we get there.

4 comments:

  1. It would be interesting to see an airport filled with just one kind of the above travelers. An airport filled with Fighting Victims would be quite overwhelming.

    ReplyDelete
  2. Great characteristics for the quiet survivor!
    Prepared, aware, focused, committed, QUITE!
    I am excited to read more about leadership..!

    ReplyDelete
  3. Interesting. I'd like to think I'm more the Quiet Survivor. I haven't flown a lot recently but can relate to many of the profiles. At different times I have embodied at least three of types and enjoyed being the Temporary Tenant when I flew with kids several years ago. Just the thought of extending my lease always made me queasy. But we survived. Thanks for the profile!

    ReplyDelete