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Given the possibilities for organizational disasters, managers need a new perspective on how to elicit employee concerns. Far more effective than suggestion boxes, aggressive listening requires managers to meet with their subordinates to ask about any possible threats to the organization. Then, of course, a system must be in place to route each such concern to an individual able to act on it, as well as to provide for follow-up and communication back to the relevant employee(s). An effort of this kind, the authors say, has value beyond the warnings obtained: it demonstrates managerial humility and empowers employees.

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