Communication at a ski resort

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Communication methodologies for communicating with customers and the public have been included in Mt Volcano's strategic planning.
Mt Volcano, however, has not addressed internal communication in the same way. Determining what should be communicated to staff, when it should be communicated, and how it should be communicated is often left up to the decisions of individuals, when there seems to be a need. Internal communication strategies are developed, reactively, when there is a crisis or major event that clearly requires addressing communication issues.

Major change is occurring in this organization
In November 2000, Northwest ski area purchased the financially troubled South-west Mountain Resort. Previously rivals in a competitive market, the two companies merged to form New Zealand's largest snow area on the slopes of Mt Volcano. It is often around upheavals such as major organizational change that communication is carefully planned out. However, once the initiating focus had been eliminated, communication returned to an unorganised incoherent process.

During the time of organizational change, communication within the organization and between people of the organization became sensitive and emotional, unproductive and destructive and altogether blocked. People within the organization felt uncertain while change was taking place. Uncertainty fuelled fear for one's well-being. Fear increased the likelihood for tension and confrontation.

In the early stages of the merger, staff knew that change was coming, but the direction was not always clear. Employees suspected management knew more than what they were telling. Employees became suspicious and isolated because they felt threatened by the change and stopped sharing information because they did not know who or what to trust.

Many policies and procedures changed during the 2001 snow season. These changes were not always communicated effectively to the relevant employees. Often employees became aware of these changes when they were "told off" or corrected by senior staff members. This created an "us versus them" mentality. Many employees have adopted the "wait and see" attitude, and are more likely to do nothing than to do something wrong. « mai multe referate din Geografie