“I think the psychology of the head often becomes the psychology of the organization,” says Brian Chesky, reflecting on his year when his company Airbnb was thrown into a mess by pandemics around the world. There was no panic, said the chief executives and founders of the accommodation booking platform, though the reservation went down more than 70 percent and thousands of hosts protested when they were forced to make refunds. Others questioned whether the travel industry would ever recover. “The trick is to be optimistic,” he says, with the reassurance of someone who knows everything well. “Optimism needs to be rooted in events that can be presented to people as a case, to tell them, ‘I’m optimistic, where we’re going and how we’re going to get here.'”