The flight attendant dilemma: an analysis of communication and sensemaking during in-flight emergencies |
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| Authors: | Alexandra Murphy |
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| Institution: |
a Department of Communication, DePaul University. |
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| Abstract: | Building on past research, this article argues that organizational life can be usefully construed as a series of communicative performances that are embedded and enacted in everyday discursive practices. Specifically, this research explores the sensemaking process individuals undertake when faced with the dilemma of knowing when to invent appropriate ways to respond rather than being automatically constrained by past routines. The research presents case study evidence drawn from participant observation and interviews with flight attendants from a major U.S. airline. Shown to be high in emotional and impression management, flight attendants perform a feminized role that privileges accommodation over authority and reassurance over safety that may influence their performances in emergency situations. The work ends with an evaluation of the dominant air travel performance in relation to safety and offers recommendations for facilitating communication and coordination among flight attendants and pilots. |
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| Keywords: | High-reliability Sensemaking Gender Crew Communication Organizational Cultural Performance |
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