Business Communication Case Study: Delta Airlines Company

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Communication is important in all types of environments and relations. It is of the most importance that it is clear and straightforward when you are in the workplace. The way management transmit any message to employees is the base of the communication relationship between employees and their superiors and how employees will react and perform among each other. Delta Airlines is one of the most successful airlines and this is most likely partially due to their communication structure.
An article written by Steven E. Forsyth and David Verbraska, former Corporate Communication management employees for Delta, explained the communication structure that Delta had adopted. Although this structure covered all internal and external communications,
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It is, after all, employees in the front line who are the first contact the customer has. If Delta wants to keep their customers happy, then they need to start by making sure their employees are taken care of. Delta’s Rules of the Road (n.d.) states as one of their drivers that “Employee satisfaction and engagement are driven by people understanding what is expected of them. We must regularly and consistently communicate. Measure constantly and tell people where they stand in terms of performance against commitments” (p. 10). By employees understanding what the expectations are, they would be able to behave accordingly. This would also give them a chance to correct erroneous behavior before it becomes damaging to themselves and the enterprise. Hynes (2008) explains that “there is a need of understanding that listening is not only hearing, it requires physical and mental effort.” (p. 254). Delta knows how to approach an employee and how to make the most out of the time they have. Employees are asked for feedback when it is necessary and they are also told what to do when the time calls for it. This constant back and forward feedback is an essential part of internal communication. Without it, there is no knowledge from either side on what is going as it should and what needs to be corrected. Nelson (2013) makes a great point when he explains that two way communication is “an exchange of thoughts, feelings, or both through which shared meaning often occurs” (p. 283). Knowing what is expected from us day by day helps us being comfortable on our positions and encourage us to perform our best in any situation regardless of what is expected from us. When the communication between management and employees is effective you can make sure that success is just another step in the right direction. When you feel you are part of a company that cares and listens to you, you will want

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