Article Revew 4

Article: To a United Pilot, The Friendly Skies are a Point of Pride

The story of United Airlines Capt. Denny Flanagan is told in this article.  It is about a pilot who does more than walk onto the airplane, take off, land and leave.  He is a person who sees his customers as people with whom he can build relationships.  He is so engaging with his customers that they often wonder what United Airlines is up to.

For me, this article highlights the fact that people have needs on many levels.  The need (or desire) to fly somewhere is very basic and a person will pay good money to hop on a plane.  People also have higher level-needs that are often met with simple gestures.  Being nice to someone is free, but it may make them more loyal customers who will in turn contribute to the bottom line.

Article: Rules of Engagement

Does a company really benefit by creating a great workplace?  Does such effort really pay off?  Many companies do not see the link and any supposed correlation, in their mind, does not have a causal explanation.  In fact, they drum up other possible explanations for the correlations, therefore these companies simply focus on profit.

Sue Shellenbarger presents in this article a believable case that companies ignoring the quality of the workplace are missing out on real, bottom-line gains.  I believe one of the underlying aspects of human behavior is that everyone wants to contribute to a winning effort.  They also want to be rewarded and recognized for their behavior and as naive as it sounds, sometimes a smile and a handshake is all the reward someone might need.  It is beyond me why company managers do not see the ROI on showing affirmation.  Guess what?  It’s not business, it’s personal.

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Explore posts in the same categories: BADM 720 - Organizational Behavior

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