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
![nov22 newsletter](https://colleenbarrett.com/wp-content/uploads/2022/11/nov22-newsletter.jpg)
![Mike Sims](https://colleenbarrett.com/wp-content/uploads/2024/07/Mike-Sims.png)
Learning Well: Effectively Growing Diverse Teams
In today’s workplace, effectively growing and managing diverse Teams is paramount to success. Southwest Airlines President Emeritus, the late Colleen Barrett, mastered this principle, and I am blessed to be able to apply her lessons firsthand from seeing years of her “walking the talk.”
![june 24 tl article](https://colleenbarrett.com/wp-content/uploads/2024/06/june-24-tl-article.jpg)
![Adam Carlisle](https://colleenbarrett.com/wp-content/uploads/2024/06/Amazon-Files.jpg)
Leading Well: Navigating One on One Conversations
At Southwest Airlines, we pride ourselves in putting our People first—whether that’s your Fellow Employee (Coheart) sitting next to you in a meeting or the Customer you’re helping board one of our planes. In my more than 16 years working at Southwest, I’ve had many opportunities to see that People-first mentality modeled by Leaders (first established by our beloved President Emeritus, the late Colleen Barrett).
![05302024 colleen thought leader post hero adj](https://colleenbarrett.com/wp-content/uploads/2024/05/05302024-colleen-thought-leader-post-hero-adj.jpg)
![Colleen Barrett](https://colleenbarrett.com/wp-content/uploads/2023/05/1.25-1.jpg)
Special Edition: Colleen on Sustaining Strong Performance
Have you ever wondered why Southwest Airlines receives such an incredible amount of media coverage? Obviously, we have a wonderful Public Relations Department making sure our accomplishments and activities don’t go unnoticed, but the mere fact that we are a “successful airline” – two words most people think don’t go together – makes us newsworthy. It also leaves us- and everything we do open to scrutiny.
![april feature article](https://colleenbarrett.com/wp-content/uploads/2024/04/april-feature-article.jpg)
![Chris Johnson](https://colleenbarrett.com/wp-content/uploads/2022/04/Chris-Johnson.png)
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.
![march newsletter hero](https://colleenbarrett.com/wp-content/uploads/2024/03/march-newsletter-hero.jpg)
![Elizabeth Bryant](https://colleenbarrett.com/wp-content/uploads/2024/03/Elizabeth-Bryant.png)
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.
![employees airplane hearts](https://colleenbarrett.com/wp-content/uploads/2024/02/employees-airplane-hearts.jpg)
![Lori Winters](https://colleenbarrett.com/wp-content/uploads/2024/02/Lori-Winters.png)
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
Articles
Media
Videos
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.
![50 years one heart book](https://colleenbarrett.com/wp-content/uploads/2023/06/50-years-one-heart-book-1024x1024.jpg)
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
![lead with luv book](https://colleenbarrett.com/wp-content/uploads/2023/06/lead-with-luv-book.jpg)
![nuts book](https://colleenbarrett.com/wp-content/uploads/2023/06/nuts-book-2.jpg)
By Kevin Freiberg and Jackie Freiberg (1998)
Southwest Leaders’ Recommended Resources
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The Advantage
Why Organizational Health Trumps Everything Else in Business
By Patrick Lencioni
![Picture of <span class="recommended-by">Recommended by</span><br>Mike Sims](https://colleenbarrett.com/wp-content/uploads/2024/07/Mike-Sims-300x300.png)
Recommended by
Mike Sims
Managing Director Inflight Crew Support & Services
![Liz Wiseman](https://colleenbarrett.com/wp-content/uploads/2024/06/Liz_Wiseman.jpg)
Multipliers
By Liz Wiseman
![Picture of <span class="recommended-by">Recommended by</span><br>Adam Carlisle](https://colleenbarrett.com/wp-content/uploads/2024/06/Amazon-Files-300x300.jpg)
Recommended by
Adam Carlisle
Vice President Ground Operations
![trust and inspire](https://colleenbarrett.com/wp-content/uploads/2024/05/trust-and-inspire.jpg)
Trust and Inspire
How Truly Great Leaders Unleash Greatness in Others
By Stephen M.R. Covey
![Picture of <span class="recommended-by">Recommended by</span><br>Chris Johnson](https://colleenbarrett.com/wp-content/uploads/2022/04/Chris-Johnson.png)
Recommended by
Chris Johnson
Vice President Ground Operations
![The Five Dysfunctions of A Team](https://colleenbarrett.com/wp-content/uploads/2024/03/The-Five-Dysfunctions-of-A-Team.jpeg)
The Five Dysfunctions of a Team: A Leadership Fable
By Patrick Lencioni
![Picture of <span class="recommended-by">Recommended by</span><br>Elizabeth Bryant](https://colleenbarrett.com/wp-content/uploads/2024/03/Elizabeth-Bryant-300x300.png)
Recommended by
Elizabeth Bryant
SVP & Chief People Officer