United Airlines felt the fallout worldwide when two security officers forcibly removed a bloodied passenger off an overbooked United flight in April — and none too gently at that. Video footage of the incident shows 69-year-old David Dao’s head smacking against an arm rest during the altercation, then his sweater hitching up to his chest to reveal his stomach and glasses askew as security dragged him supine down the aisle and off the flight.

·      Consumers worldwide reacted with horror and quickly called for a boycott. Making matters worse: United CEO Oscar Munoz apologized for the incident in rather sanitized corporate speak, saying “this is an upsetting event to all of us here at United” — underestimating just how viscerally disturbing the video had been, and how dissatisfied fliers were with the airline industry. Adding salt to the open wound, media reports revealed that Munoz had called Dao “disruptive and belligerent” in a letter to employees.

·      While the incident wasn’t expected to hurt profits, the debacle struck a chord among consumers who have dealt with years of flagging service standards aboard flights.

·      Even after Dao and United settled out of court, the frustrations unleashed upon airlines would not stop, with complaints against airlines up 13% in the six months following the incident, according to data from the U.S. Department of Transportation.

Lucinda S. (2017), United Drags a Bloodied Passenger Off a Flight, Retrieved from:                  http://fortune.com/2017/12/31/biggest-corporate-scandals-misconduct-2017-pr/

How Organizations Destroy Trust With Their Employees

Trust is the foundation of all positive relationships you seek to create in your organization. Trust is one of the strongest bonds that can exist between people and customers; trust is also one of the most fragile aspects of relationships.

You can spend years building trust between your employees, your managers, and your senior leaders only to have it slip away when, usually, actions by your senior team, violate the existing environment of trust in the eyes of your employees.

For example, in a small manufacturing company, the senior team failed to keep employees informed about the financial troubles the company was experiencing. So, when the layoff of 21 employees was announced as well as the elimination of the quality department, employees were shocked.

This shock translated into a serious lack of trust. The remaining employees waited for the next shoe to drop, mourned the loss of their coworkers, and many started to job search quietly. Several years passed before the senior team was able to re-engage their employees and they lost several important staff members during that time.

Once you destroy trust, break the bond of trust, trust is the most difficult facet of your culture to rebuild. You can build a culture of trust in your organization if you steer clear of actions that destroy trust.

Avoid these trustbusters to build a trust culture.

Reference:

Susan M. (2018) How Organizations Destroy Trust With Their Employees https://www.thebalancecareers.com/top-ways-to-destroy-trust-1917675