well . i think...
i think you dont really have to classified them as internal and external
but the influences are , i think
-Maintenance workerers unhappy with the decision by qantas management to shift maintenance jobs oversea to singapore.(reducing labour cost)
-after september 11 terrorist attack, global airline industry went into a depression, tough business environment for qantas.
-qantas decided to introduce a wage-pause scheme to increase profit for the year
-strong opposition by 2 unions to the decision.AWU and another one.which resuled in a 10-months dispute.
i think thats it.
hope it helps