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Qualities of an Exceptional STSO/Leader. STSO Ad Hoc Committee: Alison Juliano Bill Reitsma Scott McKellipsJavira Harris Darrell RobinsonLynn Oliver Julie Olson. An Exceptional STSO. An Exceptional STSO. Tools and Support:. Examples of Commitment.

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Qualities of an exceptional stso leader l.jpg

Qualities of an Exceptional STSO/Leader

STSO Ad Hoc Committee:

Alison Juliano Bill Reitsma

Scott McKellipsJavira Harris

Darrell RobinsonLynn Oliver

Julie Olson


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An Exceptional STSO


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An Exceptional STSO


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Tools and Support:


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Examples of Commitment

  • Gives feedback on a regular basis to assist the individual and the team

  • Makes sure people get the breaks they need

  • Partners with ICMS coordinator to create safety in raising issues


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Tools and Support:


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Examples of Inspiration and Optimism

  • Real World Scenario:

    • STSO created healthy competition with a commitment to acknowledge anyone on his team who beat his TIPS score;

    • Worked with team members to identify their areas of weakness and raise their scores;

    • Worked with team to limit distractions;

    • Had team members with particular strengths mentor others to raise scores; and,

    • Followed through on the promise.

  • Result: Team members focused, excited, energized.


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Examples of Inspiration and Optimism

  • Real World Scenario:

    • STSO introduced “Whale of a Job” award;

    • Identified someone on team with excellent performance one day and gave her a plastic whale;

    • Made that team member responsible for identifying the person to whom the whale would be given at the end of the day’s briefing.

  • Result: Team members motivated to become the top performer


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Tools and Support:


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Example of Intuition and Instinct

  • Real World Scenario:

    • STSO noticed two team members who were not engaged;

    • Identified different reasons for their lack of attention;

    • One, fatigued, was sent to do another task while “recharging”;

    • The other, unchallenged, was given a task that challenged and engaged her.

  • Result: Team members got what they needed and so did the organization


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Tools and Support:


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Example of Creating Calm

  • Real World Scenario:

    • TSO raised concern about another team member;

    • STSO validated concern;

    • STSO addressed other team member in private and coached/mentored him;

    • The issue was not allowed to fester but, rather, was managed and resolved at lowest possible level.

  • Result: Team members were able to focus on their jobs instead of on the conflict


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Tools and Support:


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Example of Credibility and Authenticity

  • Real World Scenario:

    • Shorthanded on Christmas night; STSO was dealing with incident reports as well as baggage;

    • TSOs needed help the STSO couldn’t give in the moment;

    • STSO acknowledged the need, expressed support, and asked for five more minutes of patience;

    • TSOs saw that all were at their maximum, redoubled their efforts and, when STSO came to help, most of the work was done.

  • Result: Team members knew the STSO was in it with them and together they got it done


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