Giving employees more voice in a psychologically safe environment was a key part of Bethune’s plan to
restore employee confidence. A hotline was established, with a response guaranteed within 48 hours.
Employees using the hotline could expect one of three responses: (1) ‘‘Yes, we will do it’’; (2) ‘‘No we
will not, and here is why’’; or (3) ‘‘We need to study this issue a little more, and will get back to you by
such-and-such date.’’ A structure was established to ensure that employees were heeded and responded
to. Employees were also given credit and recognition for their contributions. Though it started
slowly, word spread, trust was built, and employees began to feel psychologically safe in using the organizationally sanctioned voice system. By the end of the first year, Continental was fielding 200 calls a
day from its employees