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By Patrick Mayoh
Just this morning on ABC news online, it was reported that the name of the most wanted terrorist on the planet--Ben Laden--featured on the picture of a boarding pass from British Airways (BA) for a flight in destination to Washington. The LHR magazine is an employee's newsletter targeting staff working for BA in the Heath throw international airport, UK's and one of the the world's busiest airport for passenger traffic according to a report by the Airport council International (2008).
Just this morning on ABC news online, it was reported that the name of the most wanted terrorist on the planet--Ben Laden--featured on the picture of a boarding pass from British Airways (BA) for a flight in destination to Washington. The LHR magazine is an employee's newsletter targeting staff working for BA in the Heath throw international airport, UK's and one of the the world's busiest airport for passenger traffic according to a report by the Airport council International (2008).
This incident on its own could be in a way considered trivial, maybe the mistake that was overlooked by the editor, or just another aesthetic last minute blunder common with publications. However considering the general malaise prevailing in the organizations and typified by repeated employees' strike, multiple misunderstandings and misgivings between the top management and the staff, it is very likely that this event is just very much reflective of the tense relationships and general feeling of unhappiness that has pervaded the organization as a result of previous tensions between employees and management. The malaise might have gone to such a point where the company's image is distorted from within its own premises.
Just yesterday, 2nd June, cabin crew concluded their five day strike over disagreements regarding work conditions and pay; however Unite--the employees' union- has threatened to carry out another strike after discussions over withdrawal of travel concessions. According to the online edition of the Independent Newspaper (3rd June 2010) a report from the Manchester Business school cited by Unite claims that BA is set to incur massive losses of 1.4 billions as a result of travellers choosing other airlines like Virgin Atlantic to pursue their business activities. This is quite fascinating as just yesterday, Virgin Atlantic embarked on a subtle advertising campaign, as live images of the British national football team departure to South Africa boarding a virgin Atlantic plane were broadcast across the nation on BBC. Quite disturbing images for the Public Relations team of British Airways which would have been hitherto the obvious choice to carry the iconic national football team to any international tournament.
According to Laurie J. Mullins (2005) Organizational development "is concerned with the diagnosis of organizational health and performance", no need to say BA is an established business organization in the British society, however its organizational health and performance over the past months can be greatly attributed to a lack of initiatives from the management. How long till the top executives realize that the company is loosing its very faithful customers to fierce competitors like Virgin Atlantic, Easy Jet or Air France to name just a few.
BA strategic vision pledges to consistently review processes, products and services through innovative methods and solutions. This according to the strategic plan available on the website of the company entails careful consideration and collaboration with the people on processes that affect the efficiency and effectiveness of the business. Interestingly this commitment to look and care for the people and processes within the company is the first tenet of the strategic plan. The big question is why is it not happening?
Improved organizational performance for Laurie J. Mullins (2007a) is very much dependent of factors such as the organizational culture, management development, management of change, organizational climate, employee commitment and organizational conflict. Looking at the three last factors, it is clear that the repetitive and on going strikes by UNITE on the long run will critically destabilise the organizations and eventually lead to a situation with potentially irreversible consequences unless the following way forward is pursued.
A good number of writers on the subject of organizational behaviour including Huczynski et al (2007) have advocated the five conflict resolutions approaches of Kenneth Wayne Thomas (1943).
Avoidance where one or more parties tries to avoid the conflict. Using long bureaucratic procedures to delay resolutions. This seems to be so far the methods adopted by BA management, why would the management waste so much time just to resolve simplistic issues pertaining to travel perks that used to be an important factor for employee's satisfaction within the company.
Accommodation which is the second approach involves one party putting the other's interests first maybe in a bid to reach a rapid agreement. The worst economic downturn in the world's economy justifies the fact that BA top management will embark on stringent measures to reduce expenses while maintaining the same level of efficiency. Maybe Unite should understand this factor and concede some advantages regarding travel perks namely.
Compromise which is the third approach advocates the Maxim according to which each conflicting party automatically loses and wins something. But this will not work as both parties in the BA have made a lot of concessions. This approach just like Competition which is the fourth approach where there is not cooperation and dialogue between the parties and which ends up producing losers and winners is bound to produce no satisfactory result in the BA case.
Maybe Collaboration the fifth approach would be the way forward. Searching a win-win approach. Creating a situation where both parties are ready to let go of certain prerogatives for the welfare of the organizations. For what is at stake is not the welfare or the future of any group (management or Unite) but just the Welfare of British Airways. A situation where customers are lost, the performance is down and employees unhappy on a national or global scale for the company is a very nightmarish prospect for the company.
On one hand employees and Unite will need to understand the need to preserve the status of the company, its efficiency and effectiveness. They will agree on the need to preserve BA prestige and reputation around the world and should be prepared to have different or reduced travel perks since they have already secured an important victory on battle pertaining to work conditions and pay.
On the other hand, BA management mindful of the dwindling organizational performance recorded by the organization will thrive to preserve unity and create a new and stronger consensus around the need to save and protect the company from folding down. The need to reconquer and maintain employees' commitment and attachment to the company is the key.
Humbly yours
References
Books
Ian Brooks Organizational Behaviour: Individuals, Groups, Organization 4th edition Pearson education UK
Laurie J. Mullins (2005) Management and Organizational Behaviour 7th edition Pearson education UK
Andrzej A. Huczynski and David A. Buchanan (2007) Organizational Behaviour 6th edition Pearson education Uk
Derek Torrington, Laura Hall and Stephen Taylor (2008) Human resource management 7th edition Financial Times Prentice Hall UK
Ray French, Charlotte Rayner, Gary Rees, Sally Rumbles, John Schermerhorn Jr, James Hunt and Richard Osborn (2008) Organizational Behaviour John Wiley and Sons UK
Websources
Overview of British Airways on British airways website
BBC online (June 2010) Latest British Airways strike enters its final day
The Independent online (june 2010) No progress on BA talks as cabin crew continues strike
ABC news online (june 2010) British Airways gives terrorist Ossama Bin Laden a boarding pass
