The first external warning shots,views on airports

The Narita case

Shaking up IATA with a new management team was the main focus early on in my IATA career. But I knew I also had to make waves industrywide if the association was to have an impact on airline fortunes.

As mentioned, I’m a great believer in personalizing business relationships wherever possible. If you work on an international basis, that means embracing different cultures is a must. But this “classic approach” doesn’t always work. Rules are there to be broken. Breaking the ice in some business relationships sometimes requires turning up the heat.

If anything, though, even greater cultural sensitivity is required when you start breathing fire. It helps ...

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