Sometimes the captain’s actions matter most…

The staff at the departure desk, most no older than my 21 year old son, looked stressed and exchanged ever more heated words. Finally, a young EasyJet rep delivered the ‘news’.

The passengers were ready to riot.

We’d been packed into the departure lounge at 11pm and now it was 12:30am and we’d just been told our flight to Bristol was boarding (2 hours late)… but flying to NEWCASTLE!

A mob formed. And shouted. And demanded the captain came up and explain.

He refused.

He said he’d talk to us on the plane.

His plane.

The angry mob were funnelled onto the plane. The captain stood at the door – his door, to his plane – and welcomed every angry passenger on board.

He then stood at the front of the plane and explained that the only spare landing bays in the UK (after Bristol Airport was forced to close with a damaged runway) were in Newcastle. That it was Newcastle or a night on the floor at a Turkish Airport.

He explained that he and his crew would be working a 14 hour shift to get us to Newcastle and would then have to find their way back to Bristol – just like us.

He told us not to take out our anger on his crew. A crew that stood at his shoulder and then performed their duties with warmth and professionalism, and with no outward sign of resentment, in the small hours on the long flight home.

He said he’d talk would wait at the front and answer any individual questions.

He was clear and he was confident. It was a masterclass in facing down a difficult situation.

As leaders we must always tell the hard truth over the soft lie.

With kindness and empathy. But with confidence.

It is why we must always stand on the gate and welcome every parent (especially the angry ones) into our school each morning.

It is the reason we have to show courage and take responsibility when it is easier to hide behind others.

So, much as we may want to lock ourselves in our offices, we must never back away from those hard and unpopular communications. Delivered in person – looking those we will anger in the eye.

Be clear. Be kind.

But always stand at the front, in full view, and do what is right over what is easy.