The website for Southwest Airlines states “The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit” (Southwest Cares: Doing the Right Thing, para. 2). Southwest continues to excel in customer service, employee development, and profitability. Southwest has the fewest customer complaints of any major airline, an employee turnover ratio of less than 10 percent, and has shown a profit each year it has been in existence (D’Aurizio, 2008).
Southwest’s excellent customer service record relates directly to the warm, friendly assistance delivered by ...view middle of the document...
By putting into practice the philosophy of open communication, Southwest has managed to foster a culture that has made it a profitable organization.
Communication plays a vital role in organizational culture and employees’ perception of that culture. The website Reference for Business (2009) contends that message receivers use perception to make sense out of a message and to determine the message’s meaning. With perception, the receiver makes sense out of a message based on experience (Reference for Business, 2009). No person sees experiences exactly the same as another. Each has a unique set of experiences, a unique perceptual "filter," through which he or she interprets messages. Making up this filter is the unique blend of childhood background, teaching, and the life experiences of the perceiver. In communication, each message receiver uses that filter to make sense out of the experience (Reference for Business, 2009).
The challenge in organizational communication is enabling employees to comprehend messages ways intended. Friedman, Liu, Parks, and Simons (2007) argue that this communication includes the perceived match between adopted values and enacted values and the extent to which promises are kept. Effective communication relates to trust in managers and organizational commitment. Communication and commitment relates to employee retention, customer service, and company profitability (Friedman et al., 2007). Misaligned perceptions can lead to communication barriers and can ultimately lead to the breakdown of an organization’s cultural values.
During organizational communication, conflict will invariably arise. According to Beebe and Masterson, “conflict in a group occurs when members disagree over two or more options that a group can take in trying to make a decision, resolve a...