Customer Service and Process Improvement: Spirit Airlines

WHAT IS DIVERSITY OF THOUGHT?

Our personalities, experiences, cultures, and backgrounds shape

our opinions and thoughts. How we think is unique to each of us.

WHY ENCOURAGE DIVERSITY OF THOUGHT?

WHAT SKILLS/ TOOLS SHOULD ORGANIZATIONS PROVIDE FOR

DIVERSITY OF THOUGHT?

HOW DO YOU PROMOTE DIVERSITY OF THOUGHT?

1 Adopt diverse hiring practices that favor equity and representation.

2 Foster a culture of inclusion and open communication built on trust.

3 Provide an environment that encourages working with people from different organizational levels and service areas.

4 Promote constructive criticism and ask difficult questions.

5 Seek the best solution versus quick consensus.

Diversity of thought

increases the

potential of an

organization to

be creative and

innovative. Diversity

of thought dissuades

groupthink and

promotes different

perspectives and

approaches.

Diversity of thought

is important to an

inclusive mindset and

essential to effective

collaborative outputs.

Diversity of thought

guards against the

status quo and brings

new insights and

solutioning potential.

* Groupthink happens when a group’s thoughts and actions conform to a single mindset to maintain harmony.

DIVERSITY OF THOUGHT IS A

KEY TO MAINTAINING COMPETITIVE ADVANTAGE

IN TODAY ’S GLOBAL ECONOMY.

Emotional intelligence and empathy

Collaboration and team building

Conflict management

Effective cultural and generational communication

Giving and receiving feedback