PSYCH 614 Week 6 Crisis Management and Reputation Recovery

PSYCH 614 Week 6 Crisis Management and Reputation Recovery

The Boeing Organization is an American worldwide company that fabricates, plans, and sells planes and rockets: satellites, missiles, rotorcraft, and telecom equipment all over the world. Based on revenue in 2020, this company is the third-largest defense contractor and one of the largest aerospace manufacturers worldwide (Wikimedia Foundation, 2022). William Boeing established Boeing in 1916 in Seattle, Washington. In 1997, Boeing merged with McDonnell Douglas. Boeing’s corporate central command is in Chicago, IL. In 2019, sales totaled $76.6 billion US dollars. That very year its worldwide standing, business, and monetary rating experienced after a to a great extent, bad advertising debacle (Wikimedia Establishment, 2022).

Within minutes, their reputation was destroyed. They have been working for north than 100 years and have assembled many planes, yet that changed when they delivered the 737 Max model. When an airplane crashed in Indonesia immediately after taking off on October 29, 2018, it was the first sign of trouble. The accident results in the deaths of all 189 passengers and crew members. The pilots requested to return to the airport, despite the fact that Boeing reported an unidentified error (Talevska, 2019). On March 10, 2019, another crash resulted in the deaths of 157 crew members and passengers. Agents of the accident reasoned that these accidents occurred because of the planes’ programmed security frameworks. 

PSYCH 614 Week 6 Crisis Management and Reputation Recovery

The aircraft’s systems overrode the pilots’ attempts to raise the aircraft’s nose, resulting in a nosedive and crash (Talevska, 2019). After that accident in Spring, the FAA requested Boeing to make changes to the frameworks, which prompted the brief stop of each and every Boeing 737 Max flight. Sadly, Boeing initially refused to accept responsibility. They started to make light of the occurrences and fault the pilots. Later, it was discovered that Boeing had never disclosed the systems in question to anyone, indicating that pilots received no training on how to resolve the issue (Talevska, 2019). The genuine harm to the organization was that they had some awareness of this issue and sold the planes in any case, wanting to fix the issue before any issues happened. Boeing took a stab at making light of it and disregarded well-being concerns even after the main occurrence in 2018. Since many flights were canceled as a result of all the grounded aircraft, consumer trust in Boeing was damaged. Without buyer trust, their funds were in question. Mismanagement of this situation had begun the PR nightmare (Talevska, 2019).

There are numerous ways Boeing might have taken care of this present circumstance better. The term peacemaking can be utilized in two distinct ways. First, it can be used to describe a stage in a conflict. This will, in general, be during a delayed clash or emergency after conciliatory mediation fizzles and prior to peacemaking can mediate (Naveed, 2019). In this context, using the term is an intervention during combat. The second method for utilizing this term is to bury the hatchet in a real sense. Social analysts center around four techniques to assist peacemaking with handling. The four tactics are referred to as the 4Cs; contact, participation, correspondence, can mollification (Naveed, 2019). When you look at these four Cs, it’s easy to see where Boeing went wrong. Following the initial plane crash, Boeing ought to have taken responsibility. Responsibility probably won’t be one of the C’s, yet it is the most evident arrangement they might have done.

PSYCH 614 Week 6 Crisis Management and Reputation Recovery

In terms of the four Cs, communication is the first step toward resolving this problem. At first, Boeing lacked that. Had Boeing informed them concerning this framework issue and given preparation, it might have forestalled the PR issue. They attempted to cover it up and assign blame to the police when the accidents occurred. If Boeing had communicated with the public that we care about our customers’ safety, it might have helped restore trust before it started to erode. They appeared to have avoided the whole thing because of the crashes. They ought to have reached the organizations, aircraft, and section/team families to show they were agitated about the accidents and could forestall further harm. This prompts collaboration among them and others, prompting minor organizational harm. The planes might have been returned to the air sooner, the organization could not have possibly had so many monetary hardships, and they would have been more regarded by considering themselves responsible. The conciliation process would have gone much more smoothly if all of these had been implemented. Reconciliation was much more difficult because Boeing waited until after the second crash, which resulted in approximately 300 deaths, and then denied the issue.

It is possible to use social norms, reciprocity norms, and social responsibility to get out of this situation. Normal practices are decisions and principles that a bunch of individuals get it and oblige or direct their social ways of behaving. A social rule that says people should do good deeds and return favors is known as the reciprocity norm. Social obligation implies disposing of exploitative, degenerate, or flippant ways of behaving that could hurt the local area, the climate, or individuals. Conflict is easier to manage the bigger the company, though the majority of businesses try to avoid it. This indicates that they try to be moral, honest, and responsible. Boeing had failed, as we have seen, in this instance. These three factors interact with one another. Reciprocity and social responsibility are two of the social norms. Boeing could take ownership of their slip-ups in this issue. It is impossible to undo many things that could have been avoided and resulted in unfortunate deaths. The best way to get around this is to admit what they did. PSYCH 614 Week 6 Crisis Management and Reputation Recovery


Naveed, F. (2019, November 9). Factors in the process of peacemaking. Mass Communication Talk. Retrieved June 27, 2022, from

Talevska, M. (2019, December 10). The 2019 year in crisis: Boeing’s poor PR leads to sky-high reputation damage. Agility PR Solutions. Retrieved June 27, 2022, from

Wikimedia Foundation. (2022, June 18). Boeing. Wikipedia. Retrieved June 27, 2022, from

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