; Delivering on the promise Delivering on the promise Natasha Nicholson Communication World
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Delivering on the promise Delivering on the promise Natasha Nicholson Communication World

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In an interview, John Mullen, CEO and board member of DHL Express, discussed how effective communication helped DHL Express unify its operations around the world. When he joined DHL in 2002, there was a communication structure in place, but they were not fully leveraging the system to position communication as a key factor for business growth. They wanted people to see that effective communication was an integral part of their success. He has always believed in being open and honest with staff, and this mantra is carried through in both good and challenging times. With regard to the US hub situation, they acknowledged the challenges they were confronted with, explained how they planned to address them and prepared their staff for the impact. They constantly have to remind everyone that the current state of affairs in the US is not a reflection of poor performance but a result of the economic situation combined with other structural issues.

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