Check-in Attitude, Fly out of Turbulence (2 minute read)

 I usually reach airport early, whenever I have to catch a flight. During one such recent flights, I had reached the airport well in advance and soon found myself in a short queue for checking-in. There were just 3 passengers before me, and it was quite relaxed. 

Two check-in counters were active, each with attended by a female ground staff. Within the short wait time, I observed a distinct difference in the behavior of the two ladies. While one was looked visibly irritated, and it reflected in her talking and behavior. An aged customer, whom she was attending now was taking time to follow certain rules that she was trying to explain. Her impatience with this passenger was evident in her rude tone that could easily be overheard. 

In contrast, the other lady seemed pleasant in her disposition. She smiled and greeted each passenger who went up to the counter, and even seemed to have a small conversation, before handing them their boarding cards and wishing them a safe flight. All this while keeping a smile on her face. She was patient in answering the queries of the passengers. Although it would hardly make a difference to the check-in process, I secretly wished that when my turn comes, I be led to the this counter.

The randomness of the chance did not disappoint me, and when my turn came, counter-2 was vacant. It was a pleasant and smooth check-in, however what impressed me more was the ease with which she was striking a conversation. She even managed to ask me what I do for a living. She further asked the subjects I teach and nodded happily to my replies. Handing over my boarding pass, she wished me, guess what? No, not the usual - have a safe flight, instead with a beaming smile she remarked ‘Happy Teaching’. We both smiled and thanking her I proceeded for the security. 

I would have gone through such check-in routines so many times, but this one felt different. Functionally there was no difference, I still got the same boarding pass I would have received, but affectively it did make a big difference. The lady just upped my experience and in turn created an opportunity for her airline. Remember in terms of getting the job done, both the ladies at the check-in counters were following the same set of instructions, true to the book. They were perhaps having similar levels of knowledge and equally skilled. The difference was however in the attitude with which they approached their jobs, that left passengers with contrasting experiences.

So many times, we might have heard that ‘hire for attitude, train for skill’. This is a testimony why and how attitude makes such a big difference.

 I have in the higher education teaching for more than two decades now. Whether I am a good or a bad teacher is determined less by the knowledge I possess or by my teaching skills, instead more by my attitude towards my profession and towards my students. My ability to empathize with the learning needs and expectations of my students. My attitude towards my job will determine if I can make the learning relevant, fun and inclusive; ultimately reflecting in the experiences of my students.

Take a minute to reflect on the job you do, and how your attitude makes a difference! And if you are in a hiring role, remember that without a doubt attitude is the real game changer.