Becoming an innovative staff member means always looking for ways to improve. This involves aligning internal values that support continuous improvement and developing an innovative mindset. Internal changes can impact the external, and external improvements can come in the form of changes to a task, process, system, or even a relationship. Having an innovative mindset also means looking for opportunities to try new things.

Employees at W. L. Gore, manufacturers of Gore-Tex fabric and one of Fortune’s “100 best companies to work for” developed this slogan: “We don’t manage people, we expect people to manage themselves.”¹ To this end, innovative staff make sure they take personal responsibility for themselves and strive to do better all the time.

Innovative staff members understand their role in their organization, including how they contribute to the airport’s strategic plans and how they can live out its values. They put the mission of the organization first over personal gain. They are always trying to improve the customer experience by learning and experimenting with new ideas and evaluating progress on new solutions. Innovative staff members work with others to create an environment that is supportive and safe, where ideas can be shared without fear of being mocked or shamed. They support open discussion and the ability to debate ideas in a respectful manner with one another.

Check Out Plays 6–10

• Play 6: Develop an Innovation Mindset
• Play 7: Create a Safe Environment
• Play 8: Support Open Dialogue
• Play 9: Focus on Behaviors that Support Change
• Play 10: Improve Communications