Organizational Behavior and Communication Paper

Topics: Airline, Customer service, Organizational studies Pages: 3 (767 words) Published: September 20, 2010
Organizational Behavior and Communication Paper

Organizational Behavior and Communication
Many organizations have a solid vision and mission statement that expresses the company’s core values and goals. These values and goals generally tend to act as a foundation of guidelines for the company to adhere to and follow. However, sometimes what the company publishes as its intended goals and values don’t always seem to be what’s followed.

Southwest Airlines is one of the major air transportation providers in the United States. The Organizational culture of Southwest Airlines tends to be more open and is geared towards providing extraordinary Customer Service, as well as providing an employee oriented company. To have happy customers and organization will benefit from having happy employees. Communication is the key in any organizations success. If management is not communicating the company goals and outlines for achieving those goals, then the employees are not aware of where the company is going, or what they need to do as employees to accomplish those goals. Having an open organization means the lines of communication are open from employees to management for new ideas and recommendations. Having an open organization leads the company in the right path for the future with being able to correct things that may have not worked, and to develop exciting and new aged innovations. When the organization is strictly relied upon its core values and goals that are created by management and no other communication is rendered between employees and management it leaves a lot of open areas for failure.

In Southwest Airlines scenario, one of their many core values is Excellent Customer Service. To provide outstanding customer satisfaction entails many different aspects. First of course is Southwest’s Employees. From Ticket agents, air flight attendant, pilots, and mechanics, they all have an influence over the customer experience whether it is indirectly...

References: Mark Huffman; Consumer Affairs; “Southwest Fined for Bumping Passengers”, April 29, 2010,, About Southwest; Culture, Mission Statement
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