道格·帕克

合眾國航空首席執(zhí)行官

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

????我嘗試著舉行座談會，與員工對話，而不是我站在1,000人面前侃侃而談。每個月有4次，我會和三、四十名飛行員和空乘人員開會，我說10分鐘，然后他們說50分鐘。這樣的傾聽不完全是出于尊重——實在是沒有比這更好的工作方式了。當你領導一家像航空公司這樣的大企業(yè)時，有很多東西你可能都不會注意到，因此必須從傾聽開始。然后，才能決定正確的方式是什么。

????作為傾聽者我還遠遠趕不上赫伯。但昨天我們有一次這樣的會議，有位乘客告訴我，她在換登機牌時被告知機上艙位只剩頭等艙。與她同行的是一個10歲的孩子，這個年齡的孩子不能坐頭等艙，結果導致他們不能上飛機。我覺得這種做法不對。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.