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AAdvocate American Airlines apprehensive become begin better you listen BIGGER FISH SYNDROME Bob Smith Bob's boss candidate candidate's chance Chuck Johnson clarify client commitment company's cost savings creative customers decision departmental problem EFFECTIVE LISTENING effective questioning employee's encourage evaluate experience fake listener feel FINISHING STATEMENTS focus foreman goals guidelines hear hired IdeAAs In Action ideas and suggestions input interest interview Jordan Katherine keep Kevin lines of communication LISTENING SKILLS Manager's Quiz Answer MANAGING THROUGH EFFECTIVE morale never objectives offer ONE-MAN BAND open-ended questions outplaced peers percent ployee position productivity Quiz Answer yes Remember response resume rewards Robert Smith schedule soon speaker stop subordinates sugges suggestion program supervisor survey talk tell tion Total Quality Management TRAIN EMPLOYEES tune Wall Street Journal workers