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Frontline Change Management in daa during the COVID-19 Pandemic: The role of communication within the engagement process

Darcy, Jean (2021) Frontline Change Management in daa during the COVID-19 Pandemic: The role of communication within the engagement process. Masters thesis, Dublin, National College of Ireland.

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Abstract

This research explored how Dublin Airport Authority (daa) engaged with SIPTU on implementing front-line change during the COVID-19 pandemic. Specifically, the role of communication within this engagement process is considered. The research sought to understand the perspective of the central participants regarding what worked well during the engagement process and what issues arose, what role did management play in the engagement process and what role did communication play in the engagement process.

The research was conducted through semi-structured interviews with a cross-section of the central participants of the engagement process including union officials, local union representatives, executive management, senior operational management and HR management. Through this qualitative research the author sought to better understand the engagement process by considering the approach to change management, the role of communication, the role of the manager and the context of the COVID-19 pandemic. The history of daa’s relationship with their trade union partners and the context of previous engagements is also considered.

The author concluded that the communication strategy implemented during this engagement process included a number of effective communication channels that considered, in particular, the virtual and digital world that surrounds us. The communication strategy was however very top-down focused, leading to gaps in information or miscommunication at the frontline. The author also concluded that frontline management need to be more included, better informed and better supported so that a bottom-up communication strategy can be designed and implemented for future engagement processes.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HD Industries. Land use. Labor > Specific Industries > Aviation Industry
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management > Management of Change
D History General and Old World > DA Great Britain > Ireland > Dublin
Divisions: School of Business > Master of Arts in Human Resource Management
Depositing User: Clara Chan
Date Deposited: 21 Jan 2022 12:44
Last Modified: 21 Jan 2022 12:44
URI: http://norma.ncirl.ie/id/eprint/5305

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