Hearts & Minds
Nurjio & Litebulbs
I think we are talking about the same point here.
Crew will tell you that they know it is going to be a good trip from as soon as they walk into the briefing room. SLF (passengers) say they same from the moment they board the a/c. If the SCCM is motivated, animated, interested, well-informed, hard-working and inspirational (and believe me, many of them are) then their crews will follow suit. The hearts and minds of the main crew can only be won through the actions of their leadership whilst they are at work ie on an aeroplane. Cabin crew management on the ground is seen as 'the office', somewhere you go when you are in trouble or need something and only when you are 'protected' by your union reps. So, it's all down to the SCCM on board.