Originally Posted by
C441
"Hated" is a strong word but swap that for "have no respect for…." and you start to understand why many Qantas staff are incredibly loyal to the brand but not the management.
When front line staff in a service industry are constantly treated in an adversarial manner, it's a not surprising that they have little time for their managers and it's remarkable that most of them (despite the often derogatory comments) continue to provide a very good service. Real leadership starts from the top and rarely successfully involves an adversarial environment.
Very true. It is also worth noting that this is a concept that cuts both ways. An employee association that always applies an adversarial approach to industrial relations will most likely not be treated with respect. That is not to say acting in an adversarial way should always be avoided, just that it should not necessarily be the first tool of choice in every situation.