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14 Jul, 2014

How “mad, sad and glad sessions” helped Air NZ become Australasia’s most profitable airline

Norris, who was parachuted into the chief executive role after serving on its board, ­initially focused on the thousands of staff. He ran a series of two-day sessions with 800 employees at a time, explaining the tough external environment meant change was needed and laying out a strategy for the future.

But first, he gave employees the ­opportunity to vent their frustration about its near collapse. “We started those sessions off with what we called the ‘mad, sad and glad session’.

“The first few hours . . . were about people saying what made them mad about what had happened, what made them sad about what had happened and thinking about things about the airline that made them glad – what they would like to see carried into the future, the good things about the company.”

Read the rest: A flight less ordinary: How Air New Zealand became Australasia’s most profitable airline – Sydney Morning Herald.