BREAKTHROUGH

What Cabin Crew can teach you about Leadership, Teamwork and Customer Contact

hardcover

EUR 19.99 / USD 13.99
ISBN 978-3-982-01702-0

Werdewelt Verlags- und Medienhaus; 1st Edition (March 21st 2019)

Order your copy right away:

buchdummy

Special Features

Find out the basic attitudes and behaviors necessary in leadership, teamwork, customer contact, and private life to achieve highest impact. You will immediately realize that this calls for the highest level of personal and interpersonal competence.

You will be introduced to the topic with exciting and moving real-life stories that happened aboard passenger aircrafts. Readers will recognize parallels to their own lives, track down problems faster, and find new solutions.

In organizations, the combination of personal and interpersonal competence is key to successful leadership, collaboration, and customer contact – with direct and measurable effects on employee and customer loyalty. If you want to increase effectiveness in your professional and private life, this book is not to be missed.

Book Overview

Part 1

Check-in

It’s just like on an airplane at an altitude of 30,000 feet: more personal and interpersonal competence, more careful communication and cooperation significantly reduce the number of conflicts. This is not about “nice to have” skills, but ultimately about increasing financial success and thus about hard facts.

Part 2

Destinations

The understanding of personal and interpersonal competence is one thing. It’s quite another to also implement this as a leader, as a team, in customer contact, and in private life. Everyday life is full of challenges, both professionally and privately. The author’s experiences during his work as Maître de Cabine at Swissair tell their very own story. Find out here how you personally can break through – now more than ever.

Part 3

Safe Landing

Service orientation as a basic attitude offers many advantages, opens many doors, and is a key success factor, especially in leadership and teamwork. Read how you can succeed in implementing these ideas in the future and get to your safe landing.

The 12 Main Book Theses

True contact with yourself and others is one of the most fundamental leadership qualities.

We are all customers. We are all service providers.

Everyone is right. Always. From their own perspective.

Every customer complaint is a red carpet for customer loyalty.

As a leader you are a gardener. Do more than just pulling the weeds.

Sometimes you have to fly a “go around” to make a safe landing.

Attitude = Altitude. The HOW is what really lets you break through.

The quality of your communication is reflected in the answers you receive.

Acceptance is the first step to change.

You are creating your own reality. If you want to change something, change your view.

To lead is to serve.

Employees first!

Book Testimonials

“If you want to shape the relationships with your stakeholders more effectively, this book is one not to be missed. Thomas Gelmi takes you on a journey towards more impact in leadership, teamwork and customer interaction by starting with the most important person: yourself. The book provides valuable insights and hands-on guidance for effective human interaction and for becoming the person you want to be. Highly recommended!”

Marshall Goldsmith, Author of the New York Times #1 bestseller Triggers, Top-ranked Executive Coach, Author of bestsellers MOJO and What Got You Here Won’t Get You There

 

„With his book, Thomas Gelmi makes an essential statement: The ability to build and maintain true connections in the digital age is an essential success factor in leadership, teamwork and customer contact and thus an important – analogue – differentiator for many organizations. The prerequisite is to be in touch and in a good relationship with oneself. BREAKTHROUGH is a must for all those who want to increase their individual impact.“

Dr. Daniel C. Schmid, Head of Academy at HWZ Zurich School of Economics

 

“As the former head of human resources at Swissair I thank Thomas Gelmi for his views and insights. With his book, he provides food for thought and builds a very practical bridge between self-leadership and team leadership, the collaboration of teams and the interaction with clients. I particularly appreciate that the human factor is always in the centre of his attention.”

Matthias Mölleney, President of ZGP Zürcher Gesellschaft for Personal-Management and former Head of Human Resources at Swissair

About The Author

Thomas Gelmi

Thomas Gelmi is an expert in personal and interpersonal competence and creates value for his clients as an executive coach, facilitator and sparring partner. He works for companies of all sizes, across industries and cultures – from Europe to the USA and Canada to the Gulf region, Southeast Asia and Australia. His clients include companies such as Siemens, Roche, Credit Suisse, Accenture and many more. He has been providing his services for many years, drawing on experience from three particular stages in his biography: seven years of international cabin crew management and training at Swissair, eight years as an operational manager of an internationally active consulting company with a focus on leadership development in sales, and nine years in various care institutions as a team leader and trained specialist for providing first care to individuals affected by major accidents and extreme events.

For additional information:

www.thomasgelmi.com