Last week, a Southwest Airlines got delayed. Passengers sat at the gate for an hour. Two hours. Frustration set in. My friend and fellow columnist Jeff Haden explains what happened next: But then a gate agent stepped in and started playing games with the waiting passengers. One game? A contest for the worst driver's license picture. Other games included a paper airplane contest. The winners received Southwest gear and $25 vouchers. But the prizes weren't the point. "I was really irritated that the flight kept getting delayed because I was going for a quick weekend trip to D.C. to visit friends," Dundas said. "Once he started playing games, I was laughing and having a great time and didn't even mind that the flight was delayed." Another example of emotional intelligence in the real world. #leadership #management #BestAdvice #BusinessIntelligence #careers #Southwest #EmotionalIntelligence #EQApplied #MakeEmotionsWorkForYouNotAgainstYou …see more