Willing and Able: Applying Airplane Exit Row Standards to Employee Management

As a frequent flyer with Executive Platinum status on American Airlines, I often treat the plane as my second office. With reliable Wi-Fi, it's a distraction-free zone for focused work. I typically choose the bulkhead row for its under-seat storage, solitude, and early exiting, but when that's unavailable, I opt for the exit row's extra legroom.

Exit row seating, however, comes with added responsibilities. During boarding, when my boarding pass is scanned, the gate agent notifies me of my exit row assignment and confirms my acknowledgment of the duties. Once onboard, a flight attendant gathers the attention of all exit row passengers to explain their role in an emergency. The standard question is: "I would like to remind you that you are seated in an emergency exit row. Please review the safety information card and the exit row seating requirements. In the event of an emergency, you will be required to open this exit and assist passengers out of the aircraft. Are you willing and able to do this?" This requires a verbal "yes" from each passenger. The follow-up is often: "If you are unwilling or unable to assist in an emergency, we will reseat you." On a recent flight, the attendant added a lighthearted note about aiming for 100% compliance, prompting affirmative responses from all nine of us across the two exit rows.

This routine inspired me to adapt the "willing and able" test to employee assessments in the workplace. I now encourage my coaching clients to evaluate team members using these criteria: Are your employees willing and able to perform their job duties? If not, it's time to "reseat" them—either by reassigning to a better-fit role or, if necessary, parting ways. It's a straightforward concept, yet clients often hesitate when answering, revealing deeper issues in team dynamics.

Are They Willing?

This question targets one of the core challenges for employers: employee attitude and engagement. True willingness means bringing enthusiasm and discretionary effort to the role. As recruiting experts advise, "Hire for will and train for skill." An employee with the right mindset is adaptable, eager to learn, and a worthwhile investment.

Assessing willingness can be tricky, as interviews often showcase a candidate's best self. To get a more authentic view, incorporate subtle tests during the hiring process, such as scheduling interviews at off-peak times, requesting meetings at inconvenient locations, or assigning tasks unrelated to the core job. These reveal attitude under mild pressure. Once hired, monitor for consistent effort—if it's lacking, address it promptly, as attitude shifts are rare and difficult to fix.

Are They Able?

This focuses on competency and aptitude. Organizations hire people to deliver results, and some roles demand specific skills or experience. Evaluate whether an employee has the capacity to meet job demands, considering both innate abilities and trainable gaps.

Leaders I've coached often express frustration with team incompetence. My first probe: Have you provided clear directions and expectations? If yes, we dissect whether the issue stems from attitude (rarely fixable) or aptitude (potentially addressable through training). If resources or time for development are limited, reassignment or exit may be the best path. While this sounds direct, it mirrors FAA regulation 14 CFR § 121.585, which mandates that exit row passengers be willing and able to assist for safety reasons.

Implementing the Exit Row Test in Your Organization

Applying this framework is a simple yet powerful tool for managers to ensure the right people are in the right seats. During hiring, detail job duties in the offer letter and require candidates to affirm they are willing and able to meet them. Regularly review teams with this lens to foster high performance and engagement.

In both aviation and business, "willing and able" ensures safety and success. By adopting this mindset, you can build a more effective, motivated workforce—without the turbulence.