Case Study:  Southwest Airlines

 

Perhaps one of the best examples of the integration of humor into the workplace is Southwest Airlines under the leadership of Herb Kelleher.  As of 1999 (prior to the events of September 11, 2001, which decimated all US airlines), Southwest had posted a profit for 26 consecutive years.[i]  One of the core values of Southwest under Kelleher was that work should be fun. If you've ever flown on this airline, you may have noticed that the typical safety announcements given at the start of every flight are done a little differently when humor is allowed.  While most airlines use a canned script, Southwest's flight attendants are encouraged to improvise, as long as the basic message is conveyed.

 

Some would argue that the improvised instructions are more effective in assuring passenger safety than the canned speeches because people pay attention more closely so they don't miss out on the jokes.  For example, a flight attendant might give a welcome speech something like this:

 

"Hello and welcome to flight xxx to San Diego.  If you're going to San Diego, you're in the right place.  If you're not going to San Diego, you're about to have a really long evening.  We'd like to tell you now about some important safety features of this aircraft.  The most important safety feature is...your flight attendant.  Please look at one now."

 

This part of the speech accomplishes the same thing as the more traditional speech that tells the destination of the flight and advises passengers that the flight attendants will demonstrate the safety equipment, but it gets the passengers to actually look up from their magazines to see what is going on.

 

Next, most airlines talk about the oxygen masks and tell you to secure your own mask in place before helping your children.  Here's what Southwest might say:

 

"If you are sitting next to a small child, or someone who is acting like one, please put your own mask on first, then help the person next to you.  If you are traveling with two or more small children, please take a moment now to decide which one is your favorite.  Help that one first, then work your way down."

 

Instead of the normal speech about smoking being prohibited on all flights, passengers on Southwest might hear the following:

 

"There are two smoking sections on this flight, one outside each wing exit.  We do have a movie in the smoking sections tonight.  Hold on, let me check what it is...Oh, here it is, the movie tonight is Gone with the Wind.  If it's too environmentally unfriendly for you to smoke in the smoking section, you might be tempted to light up in the lavatories.  You should know that if we see smoke coming from the lavatories, we will assume you are on fire and put you out.  This is a free service we provide."

 

For those passengers who don't understand the pictograms on the bulkhead above them, Southwest offers this helpful advice:

 

"The yellow button with the picture of the light bulb turns on your reading light.  The orange button with the picture of the flight attendant should not be pressed unless you really have to.  The orange button is your seat ejection button." 

 

These minor deviations from the usual boring FAA script are a small thing, but they are effective in engaging customers by shaking up the normal routine. 

 

Proven benefits of humor in the workplace

 

Some entrepreneurs suspect that people who are having fun aren't working.  However, the opposite has been proven true time and again.  Numerous research studies have concluded that humor can actually lead to improved performance at work.  Just a few of the benefits of workplace fun include:

 

 

• Construction of effective workplace relationships
• Stimulation of intellectual activity (creativity) of direct relevance to the achievement of workplace objectives [ii]
• Positive impact on group processes such as effective communication, development of group goals, and management of emotion
• Positive impact on group outcomes such as group productivity, group viability and development of group members [iii]
• Improvement in communication, innovation, and empowerment
• Development of a creative, collaborative, and customer-centered culture
• Lowered stress
• Improved interpersonal skills
• Accelerated learning [iv]
• Perception of managers as more effective in their positions [v]
• Heightened coping efficacy
• Higher job satisfaction
• Relief of job tensions [vi]
• Minimized differences between employee status
• Alleviated tension
• Facilitated work
• Improved socialization
• Strengthened employee bonds
• Improved communication
• Broken-down barriers
• Improved rapport
• Management of conflict
• Motivated people
• Problem resolution
• Reinforcement of desired behavior
• Transmission of culture and values
• Development of a positive self-image
• Improved  morale [vii]