The Working Week 73

This week, Wayne is joined by Crawford Rix, Managing Director of bmibaby a budget airline based in the UK that flies some 4.5 million passengers annually on routes across Europe. Their chosen topic – and it couldn't be more timely – is how to engage and motivate your staff during a downturn?

As Crawford freely admits, this is question that is particularly relevant to a low-cost airline, a sector that he says is going to see a significant contraction as the economy slides into recession. It's also one that is not renowned for looking after its people – something he says is a mistake. Because companies that have always sought to engage and motive rather than coerce and control are going to be far better prepared to confront the challenges that the next few years will pose.

As far as bmibaby is concerned, Crawford's recipe for harmonious staff relations is simple. A collaborative, non-silo mentality, open and honest communication between management and staff plus a willingness on the part of management to listen to what staff have to say in all areas of the business can reap enormous benefits.

The signs of a healthy, engaged workforce are obvious, Crawford argues. Do individuals come across as actually wanting to be at work? Is there a buzz about the workplace? Are staff open to ideas, keen to listen. Does the business give the impression of moving forward, or is everything all a bit flat?

He is also a great believer in hiring people who are flexible in their thinking and always looking for new solutions. That means not just employing people from the airline sector, but people with different backgrounds and from smaller companies who can often offer a whole new perspective.

And as far as the airline industry is concerned, survival isn't just about cutting costs. In fact cutting too much is just going to alienate that shrinking pool of potential customers. So treat passengers with respect and get the basics right. Clean, tidy, comfortable aircraft with cabin staff who actually want to be there.

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