The Central Role of Communication in Developing Trust and its Effect on Employee Involvement

In 1946, on north end of Lake Washington, a dream began. Three high school friends, Bob Munro, Reg Collins, and Jack Mines decided to start a business. Originally, Munro and Collins had planned on entering the airplane repair business. However, Mines wanted to go bigger. He proposed the idea that they offer flight instruction and a charter service. In the beginning, they had no real business plan; they just wanted to go into the aviation business. Together, the three of them founded Kenmore Air; now the biggest seaplane airline in America (.

From April through October of 2013, I had the opportunity to work for Kenmore Air as a Customer Service Agent. My employment at Kenmore Air gave me valuable experience in working with customers, keeping a level head during stressful situations, in addition to active problem solving and conflict resolution. In this paper, I will examine in detail one of the conflicts I faced during my employment and present my resolution to it.

LITERATURE REVIEW

In this paper I will be using research results found and presented by Gail Fann Thomas, Monterey Roxanne Zolin, and Jackie L. Hartman in their article titled: The Central Role of Communication in Developing Trust and its Effect on Employee Involvement; published in 2009. In this article, Thomas et al. conduct a study to see the extent that information influences coworker’s involvement on trust and employee involvement. Before examining the conflict in question, we will first examine the findings of Thomas and his fellow researchers.

In their research, Thomas et al. (2009) use the following as a working definition for trust: “Trust is based on beliefs about the other party which are shaped by information.” (2009). We can see just through this de...

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...sure that the Spreadsheet is well stocked with information and used for the right purposes.

The implementation of the Flight Status Coordinator and the updates to the standard operating procedures will assure that the Spreadsheet provides the staff at Kenmore Air with quality, timely, and enough information.

CONCLUSION

In this paper, we have seen that quality, timely, and enough information

REFERENCES:

Faure, M. (2004). Success on the step: Flying with Kenmore Air. Seattle, WA: Earmark Pub.

Thomas, G., Zolin, R., & Hartman, J. L. (2009). The central role of communication in developing trust and its effect on employee involvement. Journal of Business Communication, 46(3), 287-310.

Happy workers equal happy customers. (2011, June 3). BusinessNewsDaily.com. Retrieved November 11, 2013, from http://www.businessnewsdaily.com/1039-workers-happy-customers.html