Resources
The Colleen C. Barrett Institute strives to provide resources that will aid individuals and organizations in their own efforts to produce excellent cultures and provide top-notch customer service. To that end, we are continually adding resources to our generous collection of Leadership, Culture, and Customer Service content.
Thought Leadership
Leading Well: Connecting with People
From the times I engaged with Herb Kelleher (Founder of Southwest Airlines) and Colleen Barrett (CCB Institute namesake!) early in my career, I learned from them the true value of giving your People your time and attention and seeing them for who they are instead of just the positions they fill. To me, that means you have to remember your Teams are made up of unique individuals and never forget the “Golden Rule” when you have the opportunity to connect with someone.
Being Well: The ROI of Being Well for Yourself and Others
If you’ve ever flown before—hopefully with Southwest!—you’re likely familiar with the inflight safety announcement to put your oxygen mask on first before attempting to help others in an emergency. Did you know the same guidance can apply to your daily life, whether professional or personal? It’s true. To be able to meaningfully care for others or lead effectively, you must take care of yourself.
Being Well: Incorporating Wellness into Corporate Culture
Life can throw us all kinds of curve balls, and I’ve personally had times when I’ve needed a little extra help—whether grieving the loss of someone close to me or dealing with my pesky knees that tend to have so much trouble! Southwest has been there every step of the way as I’ve been shown tremendous care by my Cohearts and provided with incredible benefits that help with my wellbeing
Being Well: Prioritizing Heart and Home in 2024
When drafting a January newsletter, it’s easy to default to common “New Year” themes, such as setting goals and making resolutions. For me, however, the beginning of the year is a much-needed time to reset and reorganize–to make sure my health, my family, and my Team are ready to take on the coming year. Perhaps this rings true for you?
Communication: Communicating Culture Through Social Media
As the airline with Heart, we see amazing stories each day from Employees and Customers. We leverage our social media platforms such as Instagram, Facebook, Twitter, TikTok, and LinkedIn to celebrate these authentic connections that take place across our large operation and, in turn, make the world feel a little smaller and sweeter!
Communication: Communicating Through Storytelling
I recently read an article showcasing some of the most influential speakers of our time. Each has their individual style, but what caught my attention most is what they have in common—their messages are almost always anchored in a story. Not just any story.
Articles
Media
Videos
Southwest
Kantola Training Solutions
Virtual Roundtables
Access past and present Virtual Learning Events featuring exclusive Southwest Leader-led discussions covering topics like Inspiring Positive Culture, Leading with Empathy and Emotional Intelligence, Effective Recognition, and much more.
CCBI Virtual Roundtable | Women Leading the Way
Southwest
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CCBI Virtual Roundtable | Leading the Southwest Way
Southwest
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CCBI Virtual Roundtable | Lessons in Customer Service
Southwest
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CCBI Virtual Roundtable | A People-first Culture
Southwest
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Podcasts
Undercover Recruiter
Brand Extract
J.D. Power Travel & Hospitality Podcast
Library
Books on Southwest
To celebrate more than 50 years of putting People first, Southwest Airlines proudly released “Leading with Heart: Living & Working the Southwest Way.” This book represents Southwest Airlines’ guide to Leadership, business, and life, based on insights from Founder Herb Kelleher, President Emeritus Colleen Barrett, Executive Chairman and former CEO Gary Kelly, current CEO Bob Jordan, former President and COO Mike Van de Ven, and other impactful Southwest Leaders past and present.
The book highlights Living & Working the Southwest Way as a set of fun and engaging Leadership tenets that can be applied by readers everywhere, and features a special foreword by Gary Kelly. “Leading with Heart” gives readers a “behind-the-curtain” view into the beginnings of Southwest’s unique Culture and how it’s maintained by the Company’s greatest asset—its People.
Grab your copy of “Leading with Heart: Living & Working the Southwest Way” at swathestore.com.
A History of Southwest in 50 Objects
- Beat the overwhelming odds to get “ready for takeoff”
- Launched and maintained a truly Legendary Culture
- Turned the corner from surviving to thriving
- Kept on “winning” with Customers
- Disrupted the industry
- And, has consistently put its Heart into action
By Ken Blanchard and Colleen Barrett (2010)
- What “love” really means in the organizational context.
- Why leading with love is not “soft” management!
- How to use redirection and tough love to handle inappropriate behavior or performance.
- Why “servant leadership” is love in action, and how to make it work.
- How to build the compelling vision and culture that sustains leadership with love
By Kevin Freiberg and Jackie Freiberg (1998)
Southwest Leaders’ Recommended Resources
The Five Dysfunctions of a Team: A Leadership Fable
By Patrick Lencioni
Recommended by
Elizabeth Bryant
SVP & Chief People Officer
2024 Global Culture Report
By O.C. Tanner
Recommended by
Lori Winters
Vice President Total Rewards
The Happiness Advantage
Shawn Achor
Recommended by
Megan Lee
Director Culture and Employee Engagement
Move Fast & Fix Things
The Trusted Leader's Guide to Solving Hard Problems by Frances Frei and Anne Morriss
Recommended by
Whitney Eichinger
SVP and Chief Communications Officer