“我得到过的最好建议”精选集

道格·帕克

合众国航空首席执行官

    就我而言，不一定是言语建议，我得到的更多是榜样建议。这个榜样就是【前西南航空（Southwest Airlines）首席执行官】赫伯·凯勒赫，我认识他已有10多年了。知道他做得很好，和他在一起时，我留意观察，潜移默化地学习。他非常善于倾听，也确实教过我，倾听自己的员工有多么重要。如果你看到工作中的赫伯，一定会留下深刻印象。他非常专注，都不会留心屋里还有谁。这不是基于什么原则；他就是这样。

    我尝试着举行座谈会，与员工对话，而不是我站在1,000人面前侃侃而谈。每个月有4次，我会和三、四十名飞行员和空乘人员开会，我说10分钟，然后他们说50分钟。这样的倾听不完全是出于尊重——实在是没有比这更好的工作方式了。当你领导一家像航空公司这样的大企业时，有很多东西你可能都不会注意到，因此必须从倾听开始。然后，才能决定正确的方式是什么。

    作为倾听者我还远远赶不上赫伯。但昨天我们有一次这样的会议，有位乘客告诉我，她在换登机牌时被告知机上舱位只剩头等舱。与她同行的是一个10岁的孩子，这个年龄的孩子不能坐头等舱，结果导致他们不能上飞机。我觉得这种做法不对。我甚至都不知道我们还有这样的规定，需要改变这种情况。

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.