Communication, Culture, And Leadership

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Introduction “Your employees come first and if you treat your employee’s right, guess what? Your customers come back, and that makes your shareholders happy. Start with employees and the rest follow from that.” This quote from Herb Kelleher, co-founder of Southwest Airlines, embodies the leadership at the airline. Southwest is the leading low-cost airline based in Dallas, Texas and founded in 1967 by Herb Kelleher and Rollin King. They dare to differ from other carriers because their philosophy revolves around people both internal and external. Communication, culture, and leadership are the cornerstone of their success. This paper explores key leader’s communique tactics, the role communication plays in daily operations, how the…show more content…
If the customers are happy, their next flight whether for business or pleasure will be with Southwest and shareholders will reap the reward. Leaders recognize effective communication starts at the top Southwest Airlines Chief Executive Officer Gary Kelly records a podcast and audio message to keep employees of developments at Southwest to highlight communications significance (Harrison, 2013). Kelly subscribes to the idea that strategy, evolution, vision, success, and failure starts at the top and trickles to the employees. Southwest Leadership concentrates on creating a work environment that emphasizes an opportunity, growth, and learning. This approach of caring, concern, and respect towards the employees demonstrates that the internal customer is as important as the external one.
Organizational Actions Numerous companies talk about their people and ability to communicate, and fewer have a formal strategy related to communication. Southwest recognizes employees are vital to their success, and former Southwest Airlines President Colleen Barrett once said, “If the greatness of a Company is measured by the hearts and souls of its people, then we are indeed the richest company in the world” (McGee-Cooper, Trammell & Looper, 2008). The adage actions speak louder than words and Southwest back up their words with actions. Southwest utilizes seven approaches to hiring: (Klein, 2012)
1. Employ for attitude —
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