There’s not only an HR angle here, there’s also a corporate communications angle. Because Ken kept his cool, the reputation of Midwest Airlines was enhanced.

With the advent of Web 2.0., everyone has a microphone and a printing press — that includes your employees and your customers. In many respects, Ken is just as much a spokesman for Midwest as is their media relations team.

Because of that, it’s more important than ever for internal communications teams to partner with HR and media relations to ensure that all employees are well trained and understand their role as “spokespeople” for their employer.

On the topic of grace under pressure…

Once upon a time I worked in a corporate office where there were executive women of the Joan-Collins-circa-Dynasty type. One day there was a horrible accident in the stock room [near my art department] and a worker nearly sheared off both arms. Renee, one of the topmost executives who never had a hair out of place, calmly stepped into action. She began some sort of triage on the victim while firmly and calmly telling people at the scene what to do. Everything proceeded in the most orderly fashion despite the fact that this could have devolved into an even more dire scenario. The guy lived and his arms were saved. And I have undying respect for the highly unlikely heroine, Renee.

Companies need to include attitude, patience, and customer service as job requirements especially when dealing with the public. To many times, we hire people only for their technical skills.

Also – When you see a “Ken” out there in the world, you can bet the company has got a great training program with teeth in it.