KLM (Royal Dutch Airlines) merged with AirFrance which infused quite some tention between two very different cultures in challenging market circumstances. To boost alignment and engagement between the different expert teams and divisions KLM implemented the Kgotla concept at their Passenger Service Office. This initiative aimed to unite dispersed departments in a central meeting point, create an open and transparent workplace reflecting KLM's hospitable nature, and foster a healthy environment where employees thrive and leaders make decisions through dialogue.

THE LEADER AS LISTENER

The Kgotla approach is Inspired by a Botswanan tribal gathering ritual, where the leaders would sit and listen to the community. Kgotla techniques allow everyone to have their say, they help the leader come to a decision everyone accepts and supports.

RE-DESIGN THE MEETING SPACE

A Kgotla open space lay-out removes physical and emotional barriers to facilitate collaboration. It features a central area that emphasizes the leader's role as a listener. KLM designed special furniture and interiors for their meeting-space (called Square of the World), to embody the space with values and encourages new ways of working. Sitting in the special ‘chairs’ automatically triggers the body and mind in a mode of truly listening.

ALL PERSPECTIVES GET A VOICE

The Kgotla approach in this business context ensures all perspectives are heard, promotes equality during discussions, and facilitates consensus-building. By changing how people work and make decisions, it aims to improve workplace culture and employee satisfaction.

Ask yourself;

• In what way could redesign the boardroom or meeting spaces to attribute to better dialogue and shared decision making?
  

• In what way could different habits or rituals contribute to better listening by the leadership (including you!).