I moved to Arizona from Columbus, I worked for the airlines. I was that lady at the gate giving you your seat. The person at the podium making all the announcements and making sure -or at least trying - to make sure that we left on time. It was a fun job and some of the biggest lessons I learned were from that time. This was Pre 9-11. Security wasn't quite as tight. By the way, I have been patted down the last three times I have flown. I tend to wear long loose skirts. That must be it. Yes, they do profile and I am sure that falls in there now.
Anyway, at that time people were "allowed" to get angry and they did. Late flights, cancelled flights, even middle seats can be the last straw for some. The "hottest" flight was the group taking the overnight from Las Vegas on their way to the East Coast and they get stranded in Columbus. Sorry I forgot to tell you that I transferred here from Columbus. Anyway imagine if you will, it's 6 AM, cold, icy and the flight from Las Vegas lands. They are tired, hung over, smelly and grumpy. All they want is to get on the next plane, go back to sleep and get home. You get to be the person that announces to the group that the flight is delayed for several hours. Not pretty! What I did learn after several near volatile times is that if you communicate, with compassion, most people will be okay.
The trick is to find that one person that will ignite the flame of anger to the entire group, It just takes one. They will egg on and fuel any anger and unhappiness that lies within the group. But if you spot them and you manage these difficulties to them. Yes, I said "Manage", you will:
1. Answer their questions before they ask.
2. Listen to them and give them the right attention, while they still are unhappy with the situation they can become your biggest support and it changes the whole experience.
During those times, I lost my fear of speaking in front of a large group and I saw how in most situations just the act of proper communication and managing difficulties can turn a sticky situation into a challenging and fun one.
