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JetBlue's CEO in the wake of the pilot who snapped - a lesson in effective communications

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You undoubtedly heard of the recent incident on a JetBlue airliner where the pilot had to be restrained by passengers after he snapped.

 

As they say it's an ill wind that blows nobody any good, and this one gave me something – a great new example for my media training courses.

 

In his interview with Matt Lauer on the Today Show on NBC, JetBlue's President and CEO Dave Barger did an interview that many could learn from.

 

Watch this and notice how, without avoiding answering any questions, he manages to continuously turn the focus from negative to positive by repeatedly referencing how the training of the JetBlue crew, and the courage of the passengers saved the day. 

 

Lots of people know to try to do this but few pull it off as effectively as this guy. Not only does he say the right things but also his tone and body language are just right.

 

The measure of a good interview is the combination of the interviewee getting his or her key messages out effectively, and coming across as credible, forthright and sincere. In this example, on both counts the JetBlue CEO nails it. 

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