2. How would the “keynote listening” approach change the nature of your workplace? Many business gatherings begin with a “keynote speech” in which a respected authority sets the tone for the entire program. Leaders of Washington State University and nearby Columbia Basin College turned this concept on its head by proclaiming themselves

“keynote listeners” at a conference of Hispanic community members.

College and university leaders attended sessions without trying to promote their own ideas. Instead, they listened carefully to the concerns and ideas of the community members. Consultants had prepared the leaders to listen for differences in opinions, concerns, values, and interests, as well as for areas of common ground. Out of this approach came a vision of where the community was, where it wanted to go, and how it could get there.