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A Commentary on "Leading Change with the 5-P Model: `Complexing' the Swan and Dolphin Hotels at Walt Disney World"

Cornell University School of Hotel Administration, jlb18{at}cornell.edu

The management of the Swan and Dolphin Hotels found value in using the 5-P Model for implementing planned change. While such clearly defined methods can achieve desired outcomes, this commentary suggests that a symbolic lens is also useful in capturing and addressing important features of the change process. The success of a symbolic perspective depends in large measure on the leader's ability to listen and to understand how organizational members make sense of the changes taking place. Each stage in the 5-P process is discussed in light of insights gained from a leader who listens and recognizes.

Key Words: leadership • organizational change • listening • symbolic perspective • organizational culture

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