Critical Thinking Activity 

CanAsian Airlines has introduced total quality management (TQM) in an effort to improve quality and productivity. You were asked to be part of a team that looks at the improvement of internal communication, and you took the assignment seriously. Before the first meeting, you had identified several communication problems that seem to be ongoing in the organization. At the meeting, you raised several issues: failure to respond promptly to email, failure to respond to voice mail, and airline ticket customers who have long waits when attempting to buy tickets by phone. Two of the individuals who work in your department became upset. They assumed that your statements referred to situations you had encountered with them. They exploded in the meeting, making these comments: I can't answer the email you send me within the hour. Get off my back The next time you have a complaint about me, talk with me personally. The manager in charge of the airline ticket sales department asked exactly what you meant by customers having "long waits" when attempting to buy tickets. He did not seem upset but was merely asking for clarification of your comment You responded to the two individuals in your department by stating that you were not talking about individual cases; you were attempting to identify problems that needed to be addressed so that customers can be better served. You answered the manager's question with, "I don't know the exact length of time, I have just heard complaints." Since the meeting did not get off to a good start, you feel responsible. You want to be a contributor to the process. What should you do? Think through the following items and prepare your responses. 

. What is the problem? 

• Do the upset employees have cause to be concerned about your behaviour?

• Should you talk to these employees before the next meeting? If so, what should you say? 

• Did you have enough information about the customer ticket issue to mention it at the meeting? How should you handle this type of issue in the future? 

• How should you identify problems/issues that are negatively affecting office communication? 

• How can you present problems/issues at the next meeting without causing the volatility you experienced at the last meeting?