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Change Process Communication Plan for United Airlines

This plan by Julie Shoemaker aims to achieve exceptional, inspiring change in United Airlines through strategic communication. Leaders will learn the importance of effective communication during organizational transformations.

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Change Process Communication Plan for United Airlines

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  1. Change Process Communication Planfor United Airlines By: Julie Shoemaker AET/ 560 Facilitating Change Instructor: Charity Jennings February 5, 2018

  2. Desired Outcomes Achieving Inspiring Remarkable Limitless Impressive Noble Exceptional Superb Ubiquitous Nationwide Innovating Thriving Exceptional Dynamic

  3. Desired Behavioral Outcomes Sincere Affluent Talented Intuitive Satisfying Friendly Attentive Cheerful Truthful Impressive Optimistic Nice Caring Understand Skillful Tenacious Open-minded Motivated Enthusiastic Respectful

  4. Target Audience "Change is inevitable in organizations, and when it happens, leadership often underestimates the impact those changes have on employees," says David W. Ballard, Center for Organizational Excellence.

  5. Purpose of the Plan To communicate:

  6. Goals

  7. Objectives

  8. Key Messages

  9. Procedures of Sharing the Plan

  10. Frequency and Modalities of Communication Frequency Modalities

  11. Feedback Cycle

  12. Evaluation of Plan by Audience Gartner’s surveys confirm that customer experience is the new battlefield with 89% of companies expecting to complete mostly based on customer experience, versus 36% four years ago (Sorofinan, 2014).

  13. Sample Questions for Evaluation

  14. CEO, Oscar Munoz "As we approach the new year, our operations are running well, our employees are more energized than ever, and we are ready to unlock United's full potential," said Oscar Munoz, chief executive officer. "Today, we are talking about what's next for United. We now have the strategy and organization in place to be the best airline in the world – for employees, customers and investors."

  15. Conclusion

  16. References Answer Interview Questions about Customer Service (2018). Retrieved from https://www.thebalance.com/what-is-customer-service-2063347 Ballard, D. (2018). Effectively managing change on your employees will leave. Center for Organizational Excellence.  Retrieved from https://www.linkedin.com/.../effectively-manage-change-your-employees-leave-dan-g... Beer, M., & Spector, B. (1993). “Organizational Diagnosis: its role in organizational learning,” Journal of Counseling and Development 71, pp. 642–650. DiFonzo, N., Smeltzer, L., & Zener, F. (1992). Effective Communication Brings Successful Organizations (2013). Chegg Study. Retrieved from www.chegg.com › ... › operations management questions and answers Image link for United Airlines was retrieved from https://www.nbrii.com/blog/measure-customer-satisfaction-loyalty/

  17. References Kotter, J. P., & Schlesinger, L. A. (1979, March/April). Choosing strategies for change. Harvard Business Review, 106–114. Mager, R. (1997). Preparing instructional objectives: A critical tool in the development of effective instruction.CER Press, 3rd ed. Munoz, O. (2017). Statement from United Airlines CEO, Oscar Munoz, on United Express flight 3411. Retrieved from https://hub.united.com/united-express-3411-statement-oscar-munoz-2355968629.html Sorofinan, J., (2014). Gartner Surveys Confirm Customer Experience Is the New Battlefield. Retrieved from https://blogs.gartner.com/jake-sorofman/gartner-surveys-confirm United Airlines (2014). Proves that Improving Customer Experience Requires Positive Employee Engagement. Retrieved from www.1to1media.com/employee-engagement.../united-airlines-proves-improving-cust... What is Customer Service? (2018). Retrieved from https://www.desk.com

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