United CEO: Leadership is About How You Make People Feel

Scott Kirby, the chief executive officer of United Airlines, has shared insights into leadership derived from two distinct early work experiences. He asserts that the most valuable gift one can offer is their time, and that people primarily recall the feelings evoked by interactions with others.

Kirby's first job was at age 14 at a trucking company in North Texas. He spent his days in intense summer heat sorting and loading copper cables for recycling. Despite the physically demanding nature of the work, he felt treated as an equal and welcomed. The truck drivers were friendly and made him feel part of the group.

A few years later, at 22, Kirby began his career at the Pentagon as a junior second lieutenant. There, he worked with experienced leaders who invested time in his development and valued his opinions, despite his lack of experience. These experiences reinforced Kirby's view that appreciating and listening to people are central leadership qualities.

Kirby also credits the influence of his family and mentors, such as teachers and coaches, on his leadership philosophy. He consistently emphasizes that the relationship built with people and consideration for their well-being are paramount, both in professional and personal contexts.