Adam Galinsky

Yeah, so this was not an uncommon thing for Tammy Jo, that when they had delays, she would often go back into the cabin, talk to the passengers. But this time, she went row by row, deliberately talking to each and every passenger, making sure they're OK. She came to a little girl. And this little girl was pretty freaked out.

And she said, you got to do something no one else has ever done before on any of my planes. And as her parents said, she made our daughter feel special. And what's so funny is Tammy Jo... talks about her voyage down the cabin.

And she said, you got to do something no one else has ever done before on any of my planes. And as her parents said, she made our daughter feel special. And what's so funny is Tammy Jo... talks about her voyage down the cabin.

And she said, you got to do something no one else has ever done before on any of my planes. And as her parents said, she made our daughter feel special. And what's so funny is Tammy Jo... talks about her voyage down the cabin.

And she says that she actually was shocked afterwards that more people, more reporters, more people talked about that walk down the aisle and meeting and greeting each of the passengers to make sure they're okay, then talked about how she landed this crippled flight.

And she says that she actually was shocked afterwards that more people, more reporters, more people talked about that walk down the aisle and meeting and greeting each of the passengers to make sure they're okay, then talked about how she landed this crippled flight.

And she says that she actually was shocked afterwards that more people, more reporters, more people talked about that walk down the aisle and meeting and greeting each of the passengers to make sure they're okay, then talked about how she landed this crippled flight.

And it shows how, in some ways, how starved we are for leaders who are compassionate and really connect to the people that they're leading.

And it shows how, in some ways, how starved we are for leaders who are compassionate and really connect to the people that they're leading.

And it shows how, in some ways, how starved we are for leaders who are compassionate and really connect to the people that they're leading.

Absolutely. I mean, and she was so incredible that when she was checked out by medical personnel afterwards, one of them asked her a question that totally confused her. He said, how did you get through security? And she's like, what are you talking about? He's like, how did you get through security with your nerves of steel? He says, I'm taking your vitals right now and you're completely calm.

Absolutely. I mean, and she was so incredible that when she was checked out by medical personnel afterwards, one of them asked her a question that totally confused her. He said, how did you get through security? And she's like, what are you talking about? He's like, how did you get through security with your nerves of steel? He says, I'm taking your vitals right now and you're completely calm.

Absolutely. I mean, and she was so incredible that when she was checked out by medical personnel afterwards, one of them asked her a question that totally confused her. He said, how did you get through security? And she's like, what are you talking about? He's like, how did you get through security with your nerves of steel? He says, I'm taking your vitals right now and you're completely calm.

Like, your blood pressure's fine, your arousal's fine, your heart rate is normal. Like, how is that possible? And we heard that in her voice, the calmness in her voice, which is what was needed at that moment in time.

Like, your blood pressure's fine, your arousal's fine, your heart rate is normal. Like, how is that possible? And we heard that in her voice, the calmness in her voice, which is what was needed at that moment in time.

Like, your blood pressure's fine, your arousal's fine, your heart rate is normal. Like, how is that possible? And we heard that in her voice, the calmness in her voice, which is what was needed at that moment in time.

Yeah, absolutely. So in general, our psychological states are contagious to other people. But that gets they become truly the word that you just use infectious when we're leaders. And, you know, I've coined a phrase I call the leader amplification effect. And the idea that when we're leaders, all of our words, gestures, interactions, even our silences, right, become amplified.

Yeah, absolutely. So in general, our psychological states are contagious to other people. But that gets they become truly the word that you just use infectious when we're leaders. And, you know, I've coined a phrase I call the leader amplification effect. And the idea that when we're leaders, all of our words, gestures, interactions, even our silences, right, become amplified.

Yeah, absolutely. So in general, our psychological states are contagious to other people. But that gets they become truly the word that you just use infectious when we're leaders. And, you know, I've coined a phrase I call the leader amplification effect. And the idea that when we're leaders, all of our words, gestures, interactions, even our silences, right, become amplified.

and that leads to intensified reactions. And so what we do as a leader really, really matters so much. And there's a coda to the story about Tammy Jo Schultz that really takes into account this idea of the behavior of leaders matter. They told her she could take as much time that she wanted off and she could come back whenever she wanted to. She was back flying a few weeks later.