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Corporate Compliance Insights
Home Leadership and Career

A Lesson in Kindness and Appreciation From Air New Zealand

Gratitude and recognition shouldn’t be one-time things

by Mary Shirley
February 22, 2023
in Leadership and Career, Well-Being
hands clapping

For her latest Living Your Best Compliance Life column, Mary Shirley talks about how making expressions of gratitude part of a regular practice can encourage colleagues to live up to their full, ethical potential.

Air New Zealand is my home country’s national airline. It is known for creative and entertaining safety videos, as well as delicious lollies, candy you are given on descent to help with the change in air pressure. However on my recent travels home, the safety video and lollies were outshone by cabin announcements.

On both of my flights, inflight service managers thanked the cabin crew for their hard work. On the long-haul flight, passengers were thanked for their patience and kindness.

I loved the public appreciation for the team’s hard work as a standard practice each flight. In the absence of an intercom system and captive audience in the sky, how might you make this a regular practice? Check out my column here for some ideas.

The latter idea, with regard to patience and kindness, reminded me of a lesson I learned in an old Reader’s Digest book my father passed on to me that is filled with words of wisdom. To paraphrase, one of the lessons outlined was: Give someone a reputation to live up to and watch them shine. I have used this as a management technique where I wanted to bring out more of a certain trait in a colleague — identify an area of opportunity and when they come close to exhibiting the trait, call that out and thank them for it in hopes that will encourage more of such behavior.

I have taken to thanking colleagues for their commitment to ethics and integrity at the end of presentations to highlight that their time spent in the session helps to do that. Air New Zealand’s practice makes me wonder if more repeated efforts to thank colleagues for honest and ethical commitments would act as just-in-time training, a reminder to hold themselves consciously to those standards. 

There are noted benefits to bringing to mind our values, so asking colleagues to recall their values for a moment as part of ethics and compliance presentations may be something you wish to consider incorporating in your presentations, as well as giving them an ethical reputation to live up to in your communications and awareness efforts, to help them shine.


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Mary Shirley

Mary Shirley

Mary Shirley is a New Zealand qualified lawyer with extensive experience implementing, evaluating and monitoring compliance programs for multinational corporations. Currently Senior Director, Ethics and Compliance at Fresenius Medical Care in Boston, Mary has a large international footprint, having held global ethics and compliance roles in Singapore, Hong Kong and Dubai. Mary also spent time working as an investigator for regulators in New Zealand in the areas of data privacy and antitrust. For Mary, compliance is more than just a 9 to 5 job. She co-hosts the Great Women in Compliance podcast with Lisa Fine, with whom she also is co-author of Sending the Elevator Back Down: What We’ve Learned From Great Women in Compliance (2020 CCI Press); co-hosts the Boston Compliance Professionals Networking Meet Ups with Matt Kelly and contributes to thought leadership opportunities in the field regularly, including speaking at conferences, sitting on the Compliance Week Advisory Board, the SCCE Boston Regional Conference Planning Committee, writing articles and participating in interviews on ethics and compliance. Mary’s expertise, commitment to the advancement of women and dedication to coaching the next generation of compliance officers has been recognized in recent years, with Mary placing as a finalist in three categories at the Women in Compliance Awards and winning Compliance Officer of the Year, Mentor of the Year for the Advancement of Women and In-house Compliance Team of the Year. She was also bestowed the honor of being named a Compliance Week Top Mind 2019.

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