Southwest Airlines Case Analysis

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Register to read the introduction… Hearing all the wonderful stories about working for this company and how happy everyone is leads this employee to think that he/she is working for the wrong company. The perception here is that an employee at Southwest is happier than an employee working for the competitor. Robbins & Judge defines Perceptions as, “a process by which individuals organize and interpret their sensory impressions in order to give meaning to their environment” (Robbins & Judge, 2011. pg 168). Additionally, they mention that what we perceive may not be what the situation actually turns out to be. Reading information or listening to others rant about how wonderful the culture is within a company doesn’t necessarily mean its all good. While employees may be happier than miserable working for Southwest, I highly doubt that there aren’t challenges that are faced at times in their positions. Research has shown that Southwest Airlines espoused values mirrors their enacted values. However, suppose it didn’t. What happens if the perceptions of their culture, communication and work environment is said to be “peachy”, however it really isn’t? Suppose employees were really unhappy and the mission statement of Southwest really wasn’t followed in the way they operate their organization. This leads to bad perceptions, along with potential employees & customers assuming that this organization is voicing something that it’s not. This is an example of how misalignment between espoused values and enacted values would affect perceptions within Southwest Airlines …show more content…
“Conflict results from differences between group members differences in personality, perception, information, culture, and power or influence” (Beebe & Masterson, 2009., pg 152). Conflict is something that every company and individual deal with at some point in time. While some people may view conflicts as a bad thing, in actuality and depending on the situations involved, the conflict may be viewed as a great learning experience. Southwest Airlines view conflicts as a way to strengthen and build relationships (Gittel, 2003, Chapter 8). The individuals that are initially involved in the conflicts should first try to come to an agreement. It’s best to make sure that the conflict isn’t over a misunderstanding or something that’s not an issue. If an agreement or resolution can’t be agreed upon, it may be wise to get the other member of the team or group involved. “When conflicts arise at Southwest and are not resolved by the parties themselves, a conflict resolution process is used” (Gittel, 2003, Chapter 8). Getting others involved will likely help determine why there is a disagreement and somehow find the resolution that the parties couldn’t come to on their

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