The CBS-TV reality show “Undercover Boss” has captured the country’s attention. Business leaders come down from on high to anonymously work among their front-line employees. As they do, they discover the challenges that come with doing the company’s work. They witness bad managers, difficult working conditions and employee struggles.

The experience is eye-opening for the CEO on the show, but as business leaders, we can all find some takeaways as well.

“Management by walking around” works: There are no reports or management summaries that can substitute for the real experience. The more managers can serve on the front line or experience the business from the customer’s point of view, the more accurate a view they’ll have.

Be genuinely open to hear the bad stuff: Most CEOs and businesses give lip service to asking for feedback, but when people have a complaint or concern, they quickly get the impression that their input isn’t really all that welcome. A CEO who actively seeks out criticism and constructive suggestions can create a safe environment that actually allows employees to speak up. The same is true for our clients. Ask for and accept their critiques, and they can help improve your business.

We are all teachers: One of the insights from the show is that people are often undertrained. It’s not typically the technical skills that they are struggling with, but the softer skills that middle managers rely upon. Just because someone is a good cupcake baker doesn’t mean she’s ready to manage bakers.

The common theme of these lessons? Communication. The more, and the more honest, the better.

Drew McLellan is Top Dog at McLellan Marketing Group and blogs at drewsmarketingminute.com.

He can be reached by e-mail at Drew@MclellanMarketing.com. © 2011 Drew McLellan