Assignment 2 CSM 401 – Personality Enrichment

Topic: Good Communication and Group Dynamic

Business: Malindo Air

Malindo Air is a Malaysian premium airline with headquarters in Petaling Jaya, Selangor,
Malaysia. The name Malindo signifies a cooperative pact between the two countries, derived
from the countries’ names – Malaysia and Indonesia. Malindo Air operates from the Kuala
Lumpur International Airport (KLIA) and the Sultan Abdul Aziz Shah Airport (also known as the
Subang Airport, Subang SkyPark or LTSAAS) in Subang, Selangor, Malaysia. The carrier
currently operates a young fleet of Boeing 737-900ER, 737-800 and ATR72-600 aircraft for both
domestic and international flights.
The carrier operates a network of scheduled passenger services throughout Malaysia, and has
spread its wings to regional destinations in Indonesia, Thailand, Bangladesh, India, Singapore,
Nepal, Sri Lanka, Australia and Pakistan covering an extensive network of almost 40 routes in
the region. Malindo Air prides itself in offering its customers attractive fares, on-time flights and
excellent customer service both on-ground and in-flight. In-flight connectivity services Malindo
WiFi and Malindo Mobile were introduced in June 2015, as a product enhancement on board its
B737-900ER fleet. Currently, Malindo Air has 800 flights travelling weekly to over 40
destinations.
Malindo Air takes pride in its premium service business model, whereby comfort is made
available for all. With attractive fares and premium services such as those from full-service
airlines to boot, Malindo Air has a growing presence as the ultimate choice for travelers young
and old. In 2016, the premium carrier has plans to further expand its route network to cover
more of the Asian region.
Main Ideas – Current issue of the company

1. Virus outbreak.
At this time, virus outbreak (Covid-19) is one of the biggest threats and issue that greatly affect
the travel agency and flight industry such as Air Asia, Malaysian Airlines and Malindo Air itself.
Due to this problem, many flight industries will temporarily suspend all the flight operation until
this situation will be solve. Many foreigner and international student that wish to go back to their
place has been hold because of country lockdown and restriction movement, so Malindo Air will
use the communication platform to inform all of those foreigner or international student. Malindo
prefer to use online and media communication such as notice on official website of Malindo,
newspaper, and news to inform peoples around the world that Malindo Air might temporarily
suspend all the operation due to Covid-19 cases. Online and media communication is very
effective these days yet it is more fast delivered rather than making a public announcement
because people these days tend to do everything in online platform. In my opinion, Malindo Air
really have good problem-solving technique as their crew were also well training to formed a
better group dynamic that is useful in handle arising issues.

2. Language Barrier
As a flight attendance or cabin crew, we must have a good communication skill to communicate
effectively with employees and also customers. Good communication can be described as
communicate with a proper language, body gesture and also clear message to create mutual
understanding between 2 or more person. Flight industry usually will encounter many unfamiliar
languages such as Vietnam, Thailand, Nepal and Pakistan because provide travel services to
those country unlike China, Australia, India, this language can be learned due to Malaysia is a
multiracial country. It will be better if the cabin crew can speak another language other than
Malay and English because it will help you a lot in communicating with foreign customer.
Besides, to create group dynamic is also important in order to understanding social behavior of
many kinds of people which are customer and among employees itself. Group dynamic is very
important in working labor because without it, there is no common understanding between
customer and employees itself so I would lead to miscommunication and behavior conflict that
may affect the healthy working environment. Most of the employees especially pilot and cabin
crew will attend training session before they become a permanent employee. This training
session is fully provided by Malindo Air which it is very necessary and essential in learning how
to be an employee with a good performance, build your confidence level, create a cheerful
relationship between employee, practicing English language, safety precautions and more.
 3. Data breach of customers personal information.
This issue is really famous in 2019 where Malindo Air confirms data breach, exposing millions of
passengers’ personal data. This irresponsible action has been done by a few hackers that
intend to sell million of personal information in dark web which is a website that provide illegal
business such as assassination, drug, weapon dealer and more. This issue is great affect the
Malindo Air itself as people started to provoke and mistrust this Airline company because
Malindo Air cannot even protect their privacy matter and the result of this issue is Malindo Air’s
business turn out to be disaster and suffers loss in 2019. Due to this problem, Malindo Air has
come out with certain solution that were brainstorming in countless meeting in order to
overcome this serious matter. Good communication and group dynamic are very essential in
order to come out with critical thinking solution. This arised issue has been handled successfully
by the Malindo Air itself as they contact Cyber Law deparment regarding the cyber crime of data
breach. The culprit has been caught and were punished greatly by the law. In order to gain
customer trust again, Malindo Air has come out with many alternatives by communicate with
their VIP and regular customer around the world by offering promotion in flight, improve their
public relation services, provide their customer premium services even in low cost or fare flight,
and more. A study of social behavior and social interaction is important to create the mutual
trust between two or more person. By improving communication and group dynamic, the
employees tend to know their customer very well, such as what is their like and dislike, the way
to communication with certain type of customer for example when handling angry customer, the
employees must remain calm in making apology and avoid provoking them.