A small technology company in Silicon Valley developed a revolutionary new microchip that could speed up computer performance by 300 percent and increase storage capacity by half. Although response to the prototype chip in the United States was favorable, the company also wanted to test the chip in international markets. The problem was that the company had no experience in getting prototype technology out of the country and didn’t understand the complex customs regulations. On a trip to Canada, one of the company’s chief researchers was detained for five hours and ultimately was not allowed into the country with the prototype chip. The U.S. Customs Department provided a copy of technology exporting policies. These policies were so detailed and complex that the company CEO couldn’t decipher them. In his distress, he contacted the import/export director of a defense contractor he thought could shed some light on the exporting policies. The defense director agreed to give a two-hour presentation on the practical applications of customs export policies regarding prototype technologies. With only two hours of the expert’s time, the technology company had to be prepared to listen and listen well. To prepare for the director’s visit, the company CEO informed certain staff that they were to come to the presentation well rested and ready to listen actively to the message. Because employees were going to need to use their listening skills to learn and remember important information, they planned to use a quiet conference room to avoid any external distractions. Employees who were invited to attend the presentation planned to bring a pad of paper for notes, and they also knew they should leave behind hand-held devices and cell phones. Just before the presentation started, the CEO leaned over and whispered to the chief researcher, “Make sure you ask questions!”