In 1946, on the north end of Lake Washington, a dream began. Three high school friends, Bob Munro, Reg Collins and Jack Mines, decided to start a business. Originally, Munro and Collins planned to go into the aircraft repair business. However, Mines wanted to think bigger. He proposed the idea that they offer flight training and a charter service. At first, they didn't have a real business plan; they just wanted to get into the aviation business. Together, the three founded Kenmore Air; now America's largest seaplane airline (. From April to October 2013, I had the opportunity to work for Kenmore Air as a Customer Service Agent. My employment with Kenmore Air m 'gave valuable experience in working with clients, keeping a cool head during stressful situations, in addition to active problem solving and conflict resolution. In this article I will consider in detail one of the. conflicts I faced during my employment and will present my resolution therein. LITERATURE REVIEWIn this article I will use research findings found and presented by Gail Fann Thomas, Monterey Roxanne Zolin, and Jackie L. Hartman in their article entitled: The Central Role of Communication in Developing Trust and its Effect on Employee Involvement published in 2009. In this article, Thomas et al to see to what extent information influences the involvement of colleagues on trust and employee involvement. Before examining the conflict in question, we will first examine the findings of Thomas and his fellow researchers. In their research, Thomas et al. (2009) use the following definition of trust: “Trust is based on beliefs about the other party that are shaped by information. » (2009). We can see right through this middle of paper......sure that the spreadsheet is well filled with information and used for the right purposes. The implementation of the Flight Status Coordinator and updates to the standard operating procedures will ensure that the spreadsheet provides Kenmore Air personnel with quality, timely and sufficient information. CONCLUSION In this article, we have seen that quality, timely and sufficient information REFERENCES: Faure, M. (2004). Step-by-step success: Flying with Kenmore Air. Seattle, Washington: Earmark Pub. Thomas, G., Zolin, R. and Hartman, J.L. (2009). The central role of communication in the development of trust and its effect on employee involvement. Journal of Business Communication, 46(3), 287-310. Happy workers equal happy customers. (June 3, 2011). BusinessNewsDaily.com. Retrieved November 11, 2013 from http://www.businessnewsdaily.com/1039-workers-happy-customers.html