Imagine a company where feedback is not just an afterthought but a driving force behind cultural evolution. At Lufthansa Airlines, feedback goes beyond assessing performance—it’s a cornerstone for shaping culture and fostering continuous improvement.
In a recent candid discussion, Jens Ritter, CEO of Lufthansa Airlines, shared how the company is harnessing the often-underestimated power of feedback to transform its corporate culture. From boardrooms to ground operations, Lufthansa is proving that the right words, at the right time, can revolutionize an entire organization. Let’s explore the key insights from Ritter’s perspective and see how these principles can elevate any workplace.
1. Feedback as a Cultural Cornerstone
Lufthansa Airlines has embarked on a cultural journey, recognizing that feedback is more than a tool—it’s the foundation of continuous improvement and success. Ritter emphasizes, “behavior is culture,” underscoring the importance of cultivating the right culture for high performance, especially in complex industries like aviation.
This approach begins at the top. Board members engage in feedback processes after each meeting, demonstrating their commitment to improvement and setting an example for the entire organization. This dedication to giving and receiving feedback ensures that interactions and decision-making continually improve. It’s not just about formal processes; feedback is embedded into daily practices at every level of the organization. Developing effective feedback skills requires:
- Genuine interest in others
- Good listening abilities
- Regular practice
For example, Lufthansa’s ground operations in Munich and Frankfurt offer workshops to help employees strengthen these skills, making feedback a routine part of their work life.
2. Feedback as a Connection Tool
When done right, feedback strengthens relationships in the workplace and helps individuals connect on a deeper level. However, it thrives in an environment of trust and openness. While criticism can be uncomfortable, the desire to be seen and understood is universal. Feedback fosters trustful working relationships, enabling personal and professional growth. At Lufthansa, this concept is known as “brave dialogues”—regular, open, and honest conversations that allow for both positive and critical feedback, driving real change. Effective feedback blends precision, positivity, encouragement, and challenge.
3. Leadership and Feedback
Leaders, especially CEOs, often find it difficult to receive feedback. Jens Ritter explained that as a CEO, he must actively seek out feedback and stay open to it. This proactive approach is crucial since feedback is often less frequently offered to top executives. It requires a commitment to listening and openness, regardless of one’s position.
As Jens Ritter’s insights demonstrate, feedback is a powerful tool for driving cultural development and improving performance within any organization. It builds trust, enhances communication, and fosters an environment of continuous growth. Lufthansa’s emphasis on feedback underscores that behavior shapes culture, and a strong culture drives performance. By cultivating a culture where feedback is valued, practiced regularly, and delivered skillfully, companies can inspire both personal development and stronger interpersonal connections.
Whether through structured formats or peer-to-peer interactions, implementing a robust feedback system can lead to lasting, tangible changes across the organization. As Ritter aptly said, “If you are genuinely interested in your counterpart, it is so much easier to show them a way to grow personally and professionally.”
So, how can you start implementing these feedback practices in your own workplace? The journey to a feedback-rich culture begins with a single conversation. Are you ready to take that first step?