How Leadership Is Like an Alarm Clock by Mark Henson

The etoolkit supports NATA s Safety 1 st Management Operations and NATA s Professional Line Service Training Program (PLST Online). This monthly newsletter highlights known and emerging trends, environmental and geographical matters, as well as advances in operational efficiency and safety. Additional issues include a section of real-time incidents on the ground. Flight and ground safety have been enhanced and many accidents prevented because of shared experiences in this newsletter. How Leadership Is Like an Alarm Clock by Mark Henson I get up most days at 5am. Ok, between 5 and 5:30. Ok, sometimes 6. But most days, 5. Except for superhumans and my grandfather, most people do not have the natural ability to wake themselves up before sunrise. That's why God invented the alarm clock. Ahhh, the alarm clock, the amazing wonder of technology that tells us what time it is in the middle of the night and casts its ever-present red, blue, or green glow over us while we sleep. It helps us get our kids to school on time and prevents us from missing those all-important morning staff meetings. It is our guardian, our protector, our advocate. It's a tiny timekeeping life coach, holding us accountable to least one commitment every single day -- getting out of bed at whatever time we promised ourselves we would. Leadership is like an alarm clock. Part of the role of a leader is to be a guardian, protector, and advocate. Another part of leadership's role is to coach, develop, and inspire those they lead. And perhaps the least favorite aspect -- by all sides -- of leadership is holding people accountable. When you're a leader, people often feel the same way about you as they do about their alarm clock. Your mission is to get people moving, but most people don't really want to and a few actually want to throw you out the window. Nobody likes to be held accountable, but most people need it -- even crave it -- from their leaders. Sadly, most bosses don't even try to do it. Notice I say "bosses" and not "leaders" here. Bosses micromanage. Leaders hold people accountable. Big difference. Holding people accountable is trusting in a contract and checking to make sure the contract was fulfilled. Micromanaging is hovering over people at every detail and then telling them how to do it "the right way." Imagine sitting up in your bed and reaching to shut off the alarm clock, only it won't shut off. "Ok, ok, I'm getting up," you say. So you get out of your bed, pick up the alarm clock and search for the off switch, only you can't find one. The alarm just keeps beeping and beeping and beeping and...you get the picture. THAT'S micromanaging. THAT clock deserves a hammer. In This Issue: How Leadership Is Like an Alarm Clock...1 Education Corner...2 ServiceElements Tackles Supervisor Challenges Call for Nominations Industry Awards Safety Corner...8 Winter Storms Know What To Expect NATA s Operational Best Practices PLST FAQs...10 Where did the Aircraft Ground Service Guide (AGSO) go? NATA Safety 1st etoolkit Issue 89 January 2013 1

The difference between holding people accountable and micromanaging is exactly the same as the difference between an alarm you can shut off and one that never stops its annoying beeping. Both alarm clocks might startle you at first and you might be tempted to throw both of them out of the window, especially if you weren't really ready to get up. Leadership, however, makes a contract with you (sets the wakeup time), monitors the progress of that contract every so often (checks the time), and goes about its other duties until the contract is complete (waits for the alarm to go off), then creates a new contract with you. There's a lesson for both sides here: Leaders: make agreements with your people, then trust them to get the work done. Check with them at your agreedupon times. And, by all means, if they're not delivering you should hold them accountable and even enforce some consequences if need be. The rest of the time, keep your beeping to yourself. Followers: when you make an agreement with your leader, HONOR THAT AGREEMENT. Meet your deadlines. Deliver the quality you promised (i.e., that quality that's expected). And if you can't, communicate that early and often. Renegotiate the agreement if you have to. If you don't want to be micromanaged, DON'T REQUIRE IT by being mediocre. About the Author: Mark Henson, I'm the Chief Imagination Officer of sparkspace, the most inspirational business retreat center on the planet. My main role is to develop new ways to help companies and individuals be more amazing at what they do through conference spaces and programs. Education Corner ServiceElements Bob Hobbi Tackles Supervisor Challenges and Questions ServiceElements President and CEO Bob Hobbi spoke with nearly twenty companies on Tackling Supervisor Challenges during NATA s interactive webinar on December 13 th. Hobbi is a well-known authority on supervisor challenges and has worked diligently to educate NATA members and non-members for many years, not only at this webinar but also at NATA s Line Service Supervisor Training (LSST) seminars over the past six years. Hobbi and other ServiceElements speakers have a very good reputation, engaging supervisors to share the many challenges faced as new and experienced employees. It s not too late to hear what Hobbi had to say by going to our webinar page at http://www.nata.aero/webinars/archived-webinars.aspx or by joining us at the LSST for Spring Training Week at www.nata.aero/springtraining. Call For Nominations 2012 NATA Industry Excellence Awards Each year, NATA presents seven awards to the exceptional individuals and companies that helped to improve the general aviation community. NATA member-submitted nominations help to determine the recipients of five of these awards. NATA Safety 1st etoolkit Issue 89 January 2013 2

These awards cover five categories: The Airport Executive Partnership Award recognizes an airport manager for outstanding efforts to nurture the relationships between aviation businesses and airport operators. The Aviation Journalism Award identifies a journalist, writer, or publication that excels in consumer education or editorial support that is beneficial to the general aviation industry. The Excellence In Pilot Training Award recognizes an individual or organization that has made outstanding contributions in safety, professionalism, leadership, and excellence in the field of pilot training. The FAA Customer Service Excellence Award recognizes a Federal Aviation Administration (FAA) facility or facility staff member who represents the highest degree of customer service and elevates the quality of interaction between the FAA and aircraft maintenance and repair facilities, Part 135 certificate holders, airport service organizations, and flight schools. The ATP/NATA General Aviation Service Technician Award acknowledges the exceptional performance of a licensed airframe and power plant mechanic or radio repairman who has practiced his or her craft for a period of 20 or more years. Send nominations for these five awards to NATA for receipt no later than March 1, 2013. The nomination form is available by visiting http://www.nata.aero/data/files/gia/awards/2012awardnomform.docx. The association will present the awards during the NATA Industry Excellence Awards Dinner. NATA s Spring Training Week Prepare Your Team For A Winning Season! The National Air Transportation Association (NATA) is pleased to host its 5th annual Spring Training Week March 11-14 at the Las Vegas Hotel (formerly the Hilton). Spring Training is a line service camp featuring all-star seminars designed to enhance safety practices, provide major league knowledge and help you coach your team to a winning season. Visit the NATA site for details on the seminars, www.nata.aero/springtraining. The seminars are being held the same week as the Aviation Pros Live event at the Las Vegas Convention Center. Hotel reservations can be made online through this site - http://cygnusaviationexpo.com/hotel-travel.php. NATA s Spring Training Week provides the business skills and conditioning necessary for improved performance. You re Safe The skills and techniques learned at NATA s Spring Training Week help to ensure safer operations for your team. Don t miss the opportunity to complete FAA required 14 CFR 139.321 Fire Safety Training. Cover Your Bases Attend all seminars for full coverage of safety, environmental, and training issues. Hit a Home Run Apply the skills and tactics you have learned at NATA Spring Training Week right away. NATA Safety 1st etoolkit Issue 89 January 2013 3

FBO Success Seminar March 11-12, 2013 Our expert coaching staff will provide insights on maximizing profits, reducing expenses, improving FBO productivity and bottom-line performance. Included are lively roundtable discussions, exchange of best practice ideas and ample time to interact with other FBOs. Your Ticket is Good for a Two-Day Doubleheader! Game 1, Monday, March 11: The Line Up Timing fuel purchases to maximize profits Finding the best retail sales strategy when fuel prices rise or fall Discovering free money: the ins and outs of fuel hedging Developing your own broker-based fuel pricing strategy Dealing with non-profitable customers Why Attend? Save money without cutting corners Lower your insurance premiums Improve operational efficiency Make your FBO more profitable Increase the intrinsic value of your FBO property Meet your short- and long-term financial goals Network and brainstorm with your peers Game 2, Tuesday, March 12: The Line Up Learning business finance for FBO operations Lowering insurance premiums Developing a favorable lease Positioning for merger, sale or acquisition Adding value with the ultimate customer service experience Building a winning employee culture Understanding legal aspects of running an FBO Who Should Attend? Owners Operators Managers Finance Personnel Supervisors What Will Be Covered? Attendees will be exposed to new FBO management techniques and gain essential aviation operational and service knowledge while sharing experiences with new friends in the FBO industry. The Aviation Business Strategies Team John L. Enticknap - Before founding Aviation Business Strategies Group (ABSG) in 2006, John Enticknap was president of Mercury Air Centers network of 21 FBO locations and has held executive management positions with DynAir Fueling and CSX Becket Aviation. He is an ATP and CFII rated pilot with more than 7,800 flight hours, certified in both fixed- and rotary-wing aircraft. He is the author of 10 Steps to Building a Profitable FBO and writes an industry blog for ACUKWIK s FBO Connection: Sage Advice for the FBO Community. Ron R. Jackson - Ron is co-founder of ABSG and president of The Jackson Group, a public relations agency specializing in aviation and FBO marketing. He has held management positions with Cessna Aircraft and Bozell Advertising. He is the author of Mission Marketing: Creating Brand Value and co-author of Don t Forget the Cheese! the ultimate FBO Customer Service Experience, and writes an industry blog for ACUKWIK s FBO Connection: Sage Advice for the FBO Community. NATA Safety 1st etoolkit Issue 89 January 2013 4

What Others are Saying About the FBO Success Seminar I attended the FBO Success Seminar to learn more about FBO management. As a recent graduate of Bowling Green State University with a degree in Aviation Management and Operations, I feel like the three days spent at this seminar were very worthwhile. I learned everything from fuel purchasing to what it means to provide excellent customer service. The facilitators are true industry experts. I hope to attend future FBO Success Seminars and would recommend this seminar to other FBO professionals who want to stay up to date on industry best practices. Matthew McVicker, Assistant Airport Manager/ Marketing, Wood County Regional Airport in Bowling Green, OH The FBO Success Seminar instructors are very professional and knowledgeable. They provided valuable input on pricing strategies and I found the overall seminar to be worthwhile. I would definitely recommend this seminar to any manager of a small to large FBO. Bob McMillan, General Manager, Abilene Aero in Abilene, TX. Line Service Supervisor Training Seminar (LSST) March 11-12, 2013 Gain confidence in handling day-to-day interactions with the right amount of power and influence through the new LSST Seminar. This seminar, specifically designed for Line Service Supervisors, provides the training you need to become more proficient in strategic planning, supervising staff, motivating others, communicating and coaching a team. This highimpact, high-energy seminar includes guided group interactive discussions and various case studies designed to take you to a new level of leadership. You will also take part in self-assessments to explore your strengths and weaknesses and their effect on your management style. Seminar Benefits: Share your challenges and triumphs with colleagues and speakers Discover your strengths and weaknesses through invaluable self-assessments Learn to promote safety and synergy through teamwork Instill a culture based on trust, partnership and respect at your FBO Begin interacting more positively with your employees, other supervisors and senior management Discuss various legal compliance issues to help prevent lawsuits Review and discuss the technical information crucial to performing your job Ensure top-notch customer service at your company Make your FBO more efficient by learning how to engage and motivate your staff Who Should Attend? Line Supervisors & Managers Line Service Technicians Fuel Company Representatives Topics: Attendee Self Assessments Creating a Healthy Safety Culture by Promoting Teamwork and Synergy Leadership and Supervisor Essentials Legal Compliance as a Leader Employee Engagement NATA Safety 1st etoolkit Issue 89 January 2013 5

Team Building Exercises Coaching Leadership Leadership Essentials Line Service Supervisor Technical Review Managing Technical Procedures through Your People Simple Steps to Ensuring Top-Notch Customer Service Featured Speakers (speakers subject to change) Todd Dewett, Ph.D., President, TVA Inc.; Professor & Assistant Dean, College of Business, Wright State University Mike France, National Air Transportation Association Reed Fuller, Ascent Aviation Group ServiceElements **Your registration confirmation will include access credentials to complete the FAA required 14 CFR Part 139 section 321 online Fire Safety Training. This training must be completed prior to attending the seminar in order to receive your certificate at the end of the seminar class. NATA Safety 1 st Trainer Seminar (Train the Trainer) March 13, 2013 One hallmark of the best FBOs is the professionalism of the line service specialists on the ramp. A key component of ramp safety, security and efficiency is the guidance provided by designated FBO line service trainers. NATA s Safety 1 st Trainer Seminar delivers the in-depth instruction necessary to make them more effective line service supervisors and instructors. In the seminar, trainers will learn how to engage different students, increase learning retention, effectively present lesson plans, identify student verbal and nonverbal cues as well as many other skills. The seminar also includes instruction on the industry s premier program for initial and recurrent training of line service specialists - known as PLST or Professional Line Service Training. NATA s Safety 1 st Trainer Seminar was designed specifically to enhance PLST program training via cutting-edge teaching techniques. Seminar Benefits: Learn the benefits of online PLST training Return eager to implement proven PLST Online training tips and techniques to make your FBO better and safer Strengthen your training skills Realize the benefits of a highly organized and coordinated training process Participate in peer networking opportunities Topics: Structuring a Training Program Keys to Successful Training How to Prepare Properly How to Engage Students Implementing Various Teaching Techniques Energizing the Learning Environment Recognizing and Utilizing Resources Setting Goals Staying Consistent Keeping it Simple Utilizing Your Experience Making the Most of PLST Online Learning and Practicing with Your Peers NATA Safety 1st etoolkit Issue 89 January 2013 6

Featured Speakers Mike France, National Air Transportation Association Elizabeth Nicholson, National Air Transportation Association Environmental Compliance Seminar March 14, 2013 The NATA Environmental Compliance Seminar for Aviation Facilities is the only event that focuses solely on environmental compliance issues confronting FBOs and general aviation airports. With mounting pressure from the media, the federal government and the public at-large, this seminar is designed to ensure that FBOs and general aviation airports are complying with environmental mandates that affect their daily operations. Seminar Benefits: Increase awareness of all applicable regulations Ensure compliance with new environmental mandates Avoid costly errors and negative press Discuss best management practices Review procedures, equipment and requirements Receive a training certificate Topics: Spill Prevention, Control and Countermeasures (SPCC) regulations and the new parts that will took effect on November 10, 2010 Storm Water Permitting and Storm Water Pollution Prevention Plans Newly proposed deicing requirements from the EPA Waste Issues (hazardous waste, universal waste, waste oil and waste fuel) Underground Storage Tanks (USTs) EU Emission Trading Scheme current requirements in Europe and what to expect in the future for the U.S. Featured Speakers George S. Gamble, PE, 2G Environmental, LLC Mike France, National Air Transportation Association NATA Safety 1st etoolkit Issue 89 January 2013 7

Safety Corner Winter Storms Know What To Expect The NATA Safety 1st Management Winter storms create a variety of hazards and can have lingering impacts on everyday tasks and work activities. According to the National Weather Service, about 70 percent of injuries during winter storms result from vehicle accidents, and about 25 percent of injuries result from being caught out in the storm. Learning about how to prepare for a winter storm and avoid hazards when one occurs will help keep you safe during the winter season. It is important to monitor weather sources to be informed when a winter storm is possible and to be familiar with the terms used to describe the likelihood, immediacy, and conditions of a potential storm. The box below provides information on the types of winter storm watches and warnings. Winter storm watch: Be alert, a storm is likely. Winter weather advisory: Winter weather conditions are expected to cause significant inconveniences and may be hazardous, especially to motorists. Frost/freeze warning: Below freezing temperatures are expected and may cause damage to plants, crops, or fruit trees. Winter storm warning: Take action, the storm is in or entering the area. Blizzard warning: Snow and strong winds combined will produce blinding snow, near zero visibility, deep drifts, and life-threatening wind chill--seek refuge immediately. Wind chill: Wind chill is an estimation of how cold it feels outside when the effects of temperature and wind speed are combined. The National Oceanic and Atmospheric Administration (NOAA) provides multiple ways to stay informed about winter storms. NOAA Weather Radio is a network of radio stations that continuously broadcast weather information from the nearest National Weather Service office. The NOAAWatch website also provides information on the weather outlook. If you are notified of a winter storm watch, advisory or warning, follow instructions from your local authorities. NATA s Operational Best Practices (OBP) Take Advantage Today NATA s Safety & Security committee provides operational best practices to help members develop their policies and procedures manual. The OBP recommendations offer best practice guidance; and allow FBOs to develop specific guidance with procedures specific to their operation and its associated risks. We include NATA s Safety 1 st Equipment Safety OBP to illustrate one of nearly 40 OBPs available to NATA members. Click here to take advantage of this vital NATA member benefit. NATA Safety 1st etoolkit Issue 89 January 2013 8

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PLST FAQ s Corner Where did the Aircraft Ground Service Guide (AGSG) Go? The NATA Safety 1st Management In 2008, we stopped printing the Aircraft Ground Service Guide (AGSG) because the minute it was printed, it was out-of date. This posed a problem financially and professionally we didn t want to keep selling books that had incorrect information for obvious safety reasons. Instead of printed the AGSG, we incorporated the information online renaming it the Aircraft Ground Service Online (AGSO). This format enables us to keep the most up-to-date information available to our members, including aircraft information that is pertinent to fueling and towing best practices for nearly every general aviation aircraft arriving on your ramp. All companies that are enrolled in the Safety 1 st PLST Online program have access to the AGSO by visiting www.nata.aero/plst and clicking the second tab from the left. The Web site is also available by going directly to www.nata.aero/agso. To gain access, use your online training user name and password. There is no time-out restriction on this web page so your employees can view it 24/7! We hope you encourage all employees to review this information before an airplane visits your FBO to ensure safe and proper handling. The National Air Transportation Association (NATA), the voice of aviation business, is committed to raising the standard on ground safety. Subscribe to NATA Safety 1st etoolkit. NATA Safety 1st etoolkit Issue 89 January 2013 10