Lots has been said about how United Airlines mishandled violently dragging a passenger from an overbooked flight. And none of it is good. Yet, make no mistake, how United CEO Oscar Munoz communicated with his company’s employees immediately following the incident did not do anything to make it any better.
What can you and your company learn from this public relations nightmare? What you say to your employees matters, a lot. Your employees are your brand ambassadors. Employees should be your best resource to spread the good word about your company. Moreover, they