Southwest Airlines’ Frontline Workers Threaten to Picket

there is little in the manual about how to manage this economic reality: unexpected demand increase, a work force that feels an opportunity to influence how they are treated, and a vexing economic recovery, all three at once. Management on the fly is not ususal southwest technique. This is a public test for the top executives at Southwest on how to publically communicate with workers, how the managers strive to get cooperation from workers, and how the workers feel about pulling extra weight, and how long they are willing to do so.