After a passenger was forcefully removed from a United Express flight in 2017, Oscar Munoz learned a very important lesson. When policies and procedures get in the way of doing the right thing for your people or your customers, own up and take responsibility for it.

Don’t let your job title define you. What truly matters is you, the human being, and the impact you have on others.

When things are bad, it’s tough to know what to fix first. Ask questions and listen to your team. That’s how you’ll uncover the most important issue to focus on.