Bridge the Gap between Training and Performance – What really happened at United

Yesterday United Airlines settled their recent passenger debacle out of court for an undisclosed amount of money (watch the video below!). Speculation has it starting in the 7 figure range and could have very likely been in the 8 figures. That’s 10 Million +, not to mention close to a billion dollar hit to their stock price at its low point and an even bigger hit to their reputation (future revenue).

The death of a 3 foot giant rabbit in United’s care this week just adds fuel to the fire. And right after Easter no less!

Obviously United has a PR problem and their CEO, Oscar Munoz, isn’t much help considering he described their mistreated passenger, David Dao as being “re-accommodated.” Clearly not a word anyone would use for being forcibly ejected from a plane after already being cleared for boarding and seated.

But there is a more insidious issue at United that goes much deeper than poor PR. The real issue is that law enforcement, United personnel and Oscar Munoz all acted counter to their training. In other words there was a massive gap between the traditional training that personnel received and actual performance on the job.

Watch this video for a better description of the situation.  In my next blog post, I’ll get into the details behind why this performance gap exists at United and likely does at your company as well. I’ll give you a hint; its related to the 70-20-10 Model for Learning and Development.