道格·帕克

合眾國(guó)航空首席執(zhí)行官

????就我而言,，不一定是言語(yǔ)建議，我得到的更多是榜樣建議,。這個(gè)榜樣就是【前西南航空（Southwest Airlines）首席執(zhí)行官】赫伯·凱勒赫,，我認(rèn)識(shí)他已有10多年了。知道他做得很好,，和他在一起時(shí),，我留意觀察，潛移默化地學(xué)習(xí),。他非常善于傾聽(tīng),，也確實(shí)教過(guò)我，傾聽(tīng)自己的員工有多么重要,。如果你看到工作中的赫伯,，一定會(huì)留下深刻印象。他非常專(zhuān)注,，都不會(huì)留心屋里還有誰(shuí),。這不是基于什么原則；他就是這樣,。

????我嘗試著舉行座談會(huì),，與員工對(duì)話,，而不是我站在1,000人面前侃侃而談。每個(gè)月有4次,，我會(huì)和三,、四十名飛行員和空乘人員開(kāi)會(huì)，我說(shuō)10分鐘,，然后他們說(shuō)50分鐘,。這樣的傾聽(tīng)不完全是出于尊重——實(shí)在是沒(méi)有比這更好的工作方式了。當(dāng)你領(lǐng)導(dǎo)一家像航空公司這樣的大企業(yè)時(shí),，有很多東西你可能都不會(huì)注意到,，因此必須從傾聽(tīng)開(kāi)始。然后,，才能決定正確的方式是什么。

????作為傾聽(tīng)者我還遠(yuǎn)遠(yuǎn)趕不上赫伯,。但昨天我們有一次這樣的會(huì)議,，有位乘客告訴我，她在換登機(jī)牌時(shí)被告知機(jī)上艙位只剩頭等艙,。與她同行的是一個(gè)10歲的孩子,，這個(gè)年齡的孩子不能坐頭等艙，結(jié)果導(dǎo)致他們不能上飛機(jī),。我覺(jué)得這種做法不對(duì),。我甚至都不知道我們還有這樣的規(guī)定，需要改變這種情況,。

Doug Parker

CEO of US Airways

????In my case it's not necessarily words of advice, but more advice I received through example. The example is Herb Kelleher [former CEO of Southwest Airlines], who I've gotten to know over the last 10 years. Knowing how great he's done, I've tried to hang out and watch and learn through osmosis. He is so good at listening, and has really taught me how important it is to listen to your employees. If you watch Herb in action, it really is phenomenal. He is completely engaged and never looks over your shoulders to see who else is in the room. It's not out of principle; it's just who he is.

????I try really hard now to have forums that allow employees to talk to me, rather than me being in front of 1,000 people. Four times a month, I put myself in a room with 30 or 40 pilots and flight attendants, and I talk for 10 minutes; they talk for 50. It's not just listening out of respect -- you can't imagine how much better you can do your job when you operate this way. When you're leading a big organization like an airline, there's a whole lot you can miss, so you have to start by listening to people. Then you can decide what the right course is.

????I'm nowhere near where Herb is as a listener yet, but just yesterday, we had one of these meetings and someone told me about going to check in and all we had available was first class. She was traveling with her 10-year-old, and he wasn't allowed in first, so they couldn't fly. I don't think that's right. I didn't even know we had that policy, so it's going to change.