Flipping Book Partial Examples

An overviewof the Playbook chapters

Helen talks about the importance of a service mindset. A service mindset means helping and enabling our people to lead with less telling and more empowerment, saving lots of our own time in the process.

Click the thumbnail to play her video.

Helen Gray

So, we recognise that our customers’ needs are changing. The stories that unfold in the next few pages are going to guide your development on how to coach. Here’s a little taste of what’s covered: We have some really handy techniques for asking the right coaching questions, so we’ll spend this chapter unpacking the basics of leadership coaching. In the following video Helen Gray (our Head of Service Experience) explains how we keep up with shifting customer preferences. Chapter 2. Coaching in the Moment

Chapter 3. Coaching our Qantas service vision In our third chapter we dig a little deeper on identify coaching opportunities and applying our newly learned tools to embed our service pillars.

What is it about our job that drives us?

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“Coaching is a change in leadership style, building trust. It means less telling and more empowering.”