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Strategies For Building Sustained Trust From The World’s Leading Airlines

Leading Through Change with Melissa Agnes

Release Date: 10/23/2018

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Leading Through Change with Melissa Agnes

We've been taught to lead with logic, suppress emotion, and control the narrative. But what if that’s exactly what’s keeping us stuck? In this episode of Leading Through Change, Melissa challenges the outdated belief that emotion has no place in the boardroom. She explores how emotionality—when understood, named, and strategically integrated—becomes a powerful leadership tool. You’ll learn: Why emotion is not the enemy, it's simply energy in motion How low-frequency emotions like anger and grief can become catalysts for connection What “meeting people in their emotionality”...

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Leading Through Change with Melissa Agnes

Why do people resist change—even when it's clearly good for them? If you've ever felt frustrated trying to lead people through transformation, only to hit wall after wall of resistance, this episode will change everything. The breakthrough insight: Resistance isn't something to overcome—it's a signal that people don't feel safe enough to transform. In this episode, discover the four levels of safety every leader must master to dissolve resistance and create the conditions where real transformation becomes possible. You'll learn why one's level of transformation is directly linked to their...

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Leading Through Change with Melissa Agnes

There's one "truth" everyone accepts without question. It shapes how leaders respond to crisis. How organizations handle change. How teams navigate conflict. How entire societies function. And it's actively destroying everything. In this paradigm-shattering episode, Melissa Agnes exposes the lie that's been driving failed leadership responses, broken systems, and endless cycles of division and suffering. From Wells Fargo's $3 billion crisis to Peloton's 94% stock collapse, every leadership failure traces back to this single illusion. But here's what makes this episode transformational: Melissa...

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Leading Through Change with Melissa Agnes

In this transformative episode, Melissa challenges one of leadership's most fundamental assumptions: that we should think our way through decisions. But what if our overreliance on logic is precisely why leaders feel paralyzed during times of uncertainty and change? Through the lens of the 2020 pandemic response, she illustrates how even the most powerful leaders became frozen when lacking cognitive answers – creating a dangerous leadership vacuum that amplified fear and suffering. The solution? Accessing our three intelligence centers: the brain (cognitive intelligence), the heart...

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Leading Through Change with Melissa Agnes

In times of crisis and change, the most powerful person in the room isn't the loudest or the most authoritative—it's the calmest. But what creates this calm, and how does it transform chaos into clarity? In this episode, Melissa explains the science and practice of heart-brain coherence—a leadership superpower that few have been taught. She reveals how your emotional state directly influences your ability to lead others through change, backed by fascinating research from the HeartMath Institute (). When fear and resistance run high, logic alone fails. Discover how coherence bypasses...

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Leading Through Change with Melissa Agnes

Welcome to the very first episode of Leading Through Change — a space for leaders who know the old models of control, fear, and reactivity aren’t working… and who feel deeply called to lead differently. In this premiere episode, Melissa Agnes pulls back the curtain on one of the most misunderstood forces in leadership: fear. Not the kind you name out loud. The kind that creeps in under the surface. Hijacks decisions. Clouds clarity. And shapes cultures silently and powerfully. You’ll explore: Why fear is the costliest risk in leadership (and the one most leaders ignore) How...

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Leading Through Change with Melissa Agnes

Connection is at the heart of any good crisis communication strategy.   However, we’ve all seen leaders attempt to connect with their audience with all the right words, and yet something feels… off.  While a Crisis Ready Hindrance is often blocking that connection, understanding near and far emotional enemies is a powerful tool to help you overcome those Hindrances to resonate and connect in meaningful ways.   Within this podcast, which is the audio version of a recent Crisis Ready blog post, Melissa Agnes explores how near and far enemies give leaders and crisis...

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Leading Through Change with Melissa Agnes

In order to achieve the mark of a true crisis leader, you must be able to effectively apply emotional awareness to your crisis communication strategy. This episode explores what that means and how to achieve it. This is the audio recording of a blog post, written and narrated by Melissa Agnes, and published to CrisisReadyInstitute.com.

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Leading Through Change with Melissa Agnes

Make no mistake: AI absolutely will affect crisis communication — and crisis in general, for that matter. Recently, my friend and the queen of PR herself, Gini Deitrich said something that got me thinking about predictive AI even further: Could AI predict the emotional escalation of a crisis… before it begins to happen? This episode explores this concept and what it could mean for the crisis communication industry. This is the audio recording of a blog post, written and narrated by Melissa Agnes, and published to CrisisReadyInstitute.com.

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Leading Through Change with Melissa Agnes

How you make your customers feel is the powerful differentiator from your competitors, lends to the emotional connection you build with your stakeholders, and can ultimately make or break your brand’s invincibility.

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Shashank Nigam, author of Soar and CEO of Simpliflying, joins the Invincible Brand Podcast to share some powerful strategies on how today’s leading airlines have managed to build sustainable trust – and how that serves them when undesirable incidents risk occurring.

About this episode

The airline industry is tough. The risks are exponential; profit margins are difficult to maintain; the general public is critical, emotional, and has the ability to instil a world of impact on brand equity and reputation; regulatory compliance is strict and severe… and the list goes on. And yet, there are some airlines out there that just simply get it. These airlines continue to do phenomenal work in creating brands that deliver an experience and put people first, fostering a culture that aspires to achieve brand invincibility and works proactively towards this objective every day.

Fortunately for the rest of us, there are so many crisis ready lessons and strategies that can be taken from these airlines and adapted into your own organization, no matter its industry. In this week’s episode of the Invincible Brand Podcast, Shashank sat down with me to discuss the strategies, mindsets, and crisis management failures and successes that he has seen in his work with over 90 of these airlines over the past several years.

This episode explores:

  • What the strongest, most profitable, and beloved airlines have in common-and what you can learn from their success and strive for invincibility.
  • Why achieving brand invincibility should be aspirational.
  • How the CEO of AirAsia, Tony Fernandes, single-handedly raised the bar for airline crisis management, and the important lessons you can learn from his decisions and actions.
  • A fascinating example of how a stagnant crisis management plan hindered Thai Airways’s chance to effectively manage an issue.

Links mentioned in the episode:

Connect with Shashank Nigam: