a) Explain the difference between the external (general and task) and internal culture) environments (4 marks). b) Then using evidence from the two case studies to support your answer, describe two examples of Air New Zealand's task environment, and two examples of Air New Zealand's observable culture. (6 marks) CASE STUDY 1 Air New Zealand: Management through Adversity Source: Samson, Danny, et al. (2016) Management in New Zealand As recently evidenced by Malaysian Airlines MH370, a missing passenger jet is the ultimate worst case scenario for an airline's management and staff. Yet despite the relatively low risks, it's a day that is meticulously planned for. For Air New Zealand, such an unfortunate day arrived on Friday 28 November 2008 when an Airbus A320 took off from the French city of Perpignan. The plane was on a routine test flight with seven people on board including five New Zealanders from Air New Zealand and the Civil Aviation Authority and two German pilots. Then Air New Zealand CEO, Rob Fyfe, was given the news via a telephone call at 6.30 a.m. A message relayed from two of his pilots in Frankfurt stated that there were problems with the A320 they were looking to fly home. Fyfe's public relations team then began getting calls around the same time, the first from CNN. At 9 a.m., Fyfe confirmed at a news conference that the plane had crashed into the Mediterranean Sea about 20 km east of Perpignan. We spend a lot of time preparing ourselves in a technical sense for how we deal with a situation like this. We have many hundreds of trained staff in our special assistance teams that are trained to mobilise either at the site of the incident or support the families involved,' Fyfe said. "Emotionally you can't prepare yourself for something like this. It's certainly one of the toughest experiences I've had in my career.' On the worst day in his time as the CEO of Air New Zealand, Rob Fyfe spoke to relatives of those on board the plane, held briefings for hundreds of staff - some of whom were in tears - fronted three media conferences and helped co-ordinate the airline's own response. '...It doesn't get tougher than this. The hard thing for me is that you're dealing with families who are deeply distressed, there's a major logistical and technical exercise in terms of managing what's going on and then there are 11 000 Air New Zealand staff who are emotionally affected by this. They're wanting information and to be comforted so you have to provide leadership through this. CASE STUDY 2 Source: Stuff (2019). Two people removed from Air New Zealand flight after failing to listen to safety briefing Two passengers were removed off an Air New Zealand flight after reportedly refusing to pay attention to an airline safety briefing. The two, a man and a woman, were sitting in an exit-row on a plane at Wellington Airport bound for Auckland on Tuesday morning. Air New Zealand said the woman was removed from the flight after delaying the aircraft's departure. The plane had to return to the gate after the pair refused to view a card detailing the flight's safety instructions. A passenger who sat near the couple on the flight said "The video started playing and the flight attendant held up the card, but the woman started looking down at her book. She soon picked up her phone, and both she and her male travel companion were looking at their phones", she said. "A flight attendant said very patiently 'Can you please watch what's happening because this is the exit row'. The flight attendant was super kind and kept asking her, but the woman put her fingers in her ears." It was shockingly arrogant behaviour, the passenger said. "They didn't seem to care that they'd delayed the plane for other passengers by 25 minutes, she said. "You'd think they'd be embarrassed or mortified, but they seemed quite chuffed about the whole thing. When they were told that police were waiting for them, the woman pulled out her phone and loudly tried to make a booking with Jetstar." The passenger said. "Air New Zealand did really well in how they handled the situation