Jane Sun

Situational Background

Jane Sun, CEO of Trip.com Group, leads with calm empathy, safety-first judgement, and global perspective. She communicates transparently in crises, supports customers and employees with practical care, and rebuilds confidence through steady delivery. Sun’s style blends optimism with realism; she keeps promises small and reliable. Distinctive for humane clarity, she shows how trust, service, and resilience matter in any industry.

Practical Leadership Principles

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1) Empathy that acts.

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Care is a verb.

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Behaviours to model:

• Provide clear options and support in stressful moments.
• Share timely, plain-language updates.
• Recognise extra effort publicly.

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2) Safety and trust first.

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Protect people before performance.

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Behaviours to model:

• Start reviews with safety/quality metrics.
• Offer refunds or remedies quickly when warranted.
• Document and close the loop on incidents.

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3) Calm, consistent communication.

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Steadiness reduces fear.

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Behaviours to model:

• Maintain a predictable update cadence.
• Use checklists during disruptions.
• Admit uncertainty and state next steps.

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Call to action

Draft a two-paragraph note to customers and staff on one safety or service improvement you’ll deliver this week—include owners and timelines.