Ms. Lew has hit this right on the head. As a Assistant Director, Food & Beverage, of a very busy set of National Park Lodges I take personal interest in training our “Front Desk”. Lew calls it air-traffic control, and so do I. When it works well it’s just like having a pleasant drama-free flight. When it doesn’t, the carnage, anger, and anxiety are incredible. In our Leadership Team training we focus on the basic skills and characteristics of small-team, rapid-fire decision making. Again Lew is right in that leaning and mastering the core basic skills of line level positions deepens and qualifies our positions of responsibility.