As I thought about this end-of-year article, especially as a first-time contributor to the Colleen C. Barrett Institute, I kept coming back to three words—reflection, gratitude, and optimism. I’ve been part of the Southwest story for 18 years and am privileged to help lead, support and sustain our Culture initiatives, which, of course, began under Colleen’s Leadership. I remember her passion for Southwest history—reflecting on where we’ve been; her consistent focus on the present—being grateful for where we are; and her anticipation of the future—optimistic about where we’re going. I feel exactly the same as I look back on the past year through the lens of the CCB Institute and as a Southwest Employee.
In 2025, our Company navigated unprecedented challenges, complex operational changes, and a strategic reset of our priorities. It tested our resilience, our resolve and our spirit. Likewise, the CCB Institute paused early on to rethink its 2025 content plans built around the concept of “brand identity.” Turns out, the Institute had the right idea all along. It was the perfect vessel for dissecting and learning from our experiences. When it comes to our brand, nothing is more “Southwest” than our ability to confront hard things, look realistically at ourselves, and respond with equal parts humility, grit and humor. This is the Southwest I experienced—and the world watched—in 2025.
Simultaneously, CCBI also had the opportunity to think outside the box. In addition to having our Leaders walk us through these new experiences, we invited the first guest authors to be part of the Thought Leadership series. Through shared values or a personal friendship with Colleen, these experts, including The One Minute Managerauthor Ken Blanchard and former Chick-Fil-A Executive David Salyers, welcomed the chance to contribute their expertise. And it was fantastic! We also offered two online assessments, one measuring adaptability to change, the other measuring affinity for being a giver (or a taker), all centered around the nuances of working through change and preserving relationships.
The words reflection, gratitude, and optimism will forever frame my 2025 memories. The lessons of the year brought growth and from growth, opportunity. And now, CCBI is taking the lead in 2026! Colleen was all about nurturing the relationship between Employees and our Company and maximizing best practices. Stay tuned us as we lean into Colleen’s influence and leverage a contemporary voice in exploring Organizational Health! Leadership expert and author Pat Lencioni, well-known for books like The Motive and The Ideal Team Player, will join Southwest Leaders to anchor quarterly content on Healthy Leaders, Healthy Teams, Healthy Cultures, and Healthy Organizations. In addition, the Institute will continue sharing engaging interactive content and meaningful event opportunities.
The future is bright, and we hope you’ll be part of it! Better yet, encourage others to subscribe to the Notes from the Heart monthly email. The CCB Institute is thankful for YOU and wishes everyone a joy-filled holiday season and a Happy New Year!
XOXO
Healthy Teams: Leading Teams That Are Both Driven and Kind
In the airline industry, Customers travel for a broad spectrum of reasons, and when experiences do not go as planned, emotions can run high. In those moments, frontline Employees represent both the first and last opportunity to ensure Customers feel welcomed, cared for, and appreciated. As Leaders, our responsibility is to support Teams in navigating these interactions with clarity, consistency, and the right mindset.
Over time, I’ve come back to two guiding principles that help anchor that mindset, both of which align closely with how we lead at Southwest.
First, don’t take things personally. When Customer emotions are elevated, a natural reaction is to put up a defense—deflecting blame, trying to find a silver lining, or in a worst-case scenario, matching the negative energy with a poor attitude. While we can’t always control what happened, we can control how we respond.
