1. 1) Traditional structure sees the Boss at the top with 'Power' commensurate with position on the ladder
2. 2) Invert the Pyramid and see the positions as 'Supporting' those in the 'Front Line'
3. 3) Look at the management role as one of 'Frustration Removal' not one of 'Giving Orders'
4. 4) Look also at Resourcing, Motivating and Coaching
5. 5) Adopt the use of 'Team' in preference to 'Staff'

1) Sharing the responsibility for chairing meetings

2) Encourage 'Front Liners' to develop their own Performance Standards

3) Run Towards Awesome Service. Entire Team set the Action Plan then (together) work towards achieving it

4) The Scandinavian Airline that proactively rebooks alternatives if they err on your flight booking etc

5) Look to reward positive behaviour -don't become centred on punishing negative behaviour