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.
Brownell, J. (2008). A commentary on “Leading Change with the 5-P Model: ‘Complexing’ the Swan and Dolphin Hotels at Walt Disney World”. Cornell Hospitality Quarterly, 47, 2, 206-210. doi: 10.1177/0010880407306585