By Kay Caldwell A few years ago, I planned a conference for Southwest Airlines Reservations Department. We were about to make a major change in that department so I wanted to select a theme that would be enticing and provoking. I decided on Shoshin, a Zen term which translates into English as “beginner’s mind.” It refers to having an attitude of openness, eagerness, and a lack of preconceptions. In a “beginner’s mind” there are many possibilities, in an “expert’s mind” there are few. If we were to approach things with a beginner’s mind, the opportunities could be limitless. Working with… Read More