#Hugops in Practice v1.0 - DevOpsDays Detroit

Transcript

1. @dshack #HUGOPS IN PRACTICE OPERATIONALIZING EMPATHY
2. @dshack EMPATHY IS A SUPERPOWER ▸Better products ▸Better teams ▸Better culture
3. @dshack LET’S LEARN EMPATHY
4. @dshack EMPATHY = SEEING THINGS FROM ANOTHER PERSON’S PERSPECTIVE
5. @dshack
6. @dshack THERE IS NO EXPERIENCE YOU'VE HAD THAT YOU WERE NOT AT THE ABSOLUTE CENTER OF. David Foster Wallace
7. @dshack EMPATHY MODIFIERS ▸Shared experience ▸Length/depth of relationship ▸Shared goals ▸Conflict ▸Stress ▸Differing values / goals
8. @dshack CYNEFIN OBVIOUS COMPLICATED COMPLEX CHAOTIC Bicycle SENSE • CATEGORIZE • RESPOND SENSE • ANALYZE • RESPOND 747 Frog PROBE • SENSE • RESPOND ACT • SENSE • RESPOND House on fire
9. @dshack CYNEFIN OBVIOUS COMPLICATED COMPLEX CHAOTIC Supermarket checkout EMPATHY IS AUTOMATIC OR IRRELEVANT EMPATHY IS EASY Daily standup Cross-team prioritization EMPATHY REQUIRES FOCUS EMPATHY IS VERY HARD TO IMPOSSIBLE Heated Argument
10. EMPATHY BREAKDOWN = COMMUNICATION BREAKDOWN
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12. @dshack MESSAGE DECODING ENCODING
13. @dshack CURRENT MOOD CULTURE AND BACKGROUND SENDER / RECEIVER RELATIONSHIP LANGUAGE BODY LANGUAGE CHANNEL ENCODING / DECODING SHARED KNOWLEDGE
14. EXPLICIT VS. IMPLICIT MEANING EXPLICIT MEANING IMPLICIT MEANING
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16. @dshack MESSAGE MEANING A MEANING B Empathy Gap
17. ACTIVE LISTENING TURNS IMPLICIT MEANING INTO EXPLICIT MEANING
18. @dshack Build Measure Learn
19. @dshack Paraphrase Verify Learn
20. @dshack PARAPHRASING ▸State your understanding of their experience ▸"It sounds like…..” ▸Confirm understanding: “Did I get that right?” “Did I miss anything?”
21. @dshack STUFF TO ASK ABOUT ▸FACTS / What happened ▸FEELS / Reactions to what happened ▸CONTEXT / What else might be happening in their lives? ▸NEEDS / Follow-on requests
22. @dshack “STOP PILING WORK ON MY TEAM!”
23. @dshack DEFENSIVE: “I’M SORRY, BUT THIS STUFF GOT HANDED TO ME AND YOU GUYS ARE THE ONLY ONES THAT CAN DO IT”
24. @dshack APOLOGETIC: “I’M SORRY, I’LL STOP”
25. @dshack EMPATHETIC: “IT SOUNDS LIKE YOU’RE REALLY UPSET. CAN WE TALK?”
26. @dshack FACTS ▸David logged 6 JIRA tickets last Friday for Matt’s team ▸Did not indicate due date or assignee on the tickets ▸Matt saw them in Slack
27. @dshack FEELS ▸FEAR: Scared of getting them all done with other work. ▸FRUSTRATION with David for not checking in before assigning work.
28. @dshack PARAPHRASE + VERIFY ▸It sounds like it was really frustrating to have this large amount of work come out of nowhere, and you were scared you wouldn’t get it done in time. Is that right? Did I miss anything?
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30. @dshack REQUESTS / FOLLOW-ON ACTIONS ▸SMART: simple, actionable, measurable, realistic, time-bound ▸“No” is okay
31. @dshack ACCOUNTABILITY NOT RESPONSIBILITY
32. @dshack ACCOUNTABILITY NOT BLAME
33. @dshack
34. @dshack That time with the JIRA tickets Friday, 3:30pm: David received notice that one of Matt’s team’s blockers had cleared Friday, 4pm: David logged 6 JIRA tickets in Matt’s backlog Friday, 4:01pm: Matt saw JIRA tickets posted to his slack room and believed immediate work was required Matt was scared because he believed the JIRA tickets needed work right away, and his team did not have bandwidth to do them. Matt was frustrated that David didn’t check in with Matt about his bandwidth before logging the tickets. Establish norms about when work is expected on tickets. Check in before logging urgent work Timeline Reactions Follow-up
35. @dshack BLAMELESS PRE- MORTEM?
36. @dshack BLAMELESS INTER-MORTEM?
37. @dshack BLAMELESS … STUFF
38. @dshack SCALING EMPATHY
39. COMMON LANGUAGE
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41. INCLUSIVITY
42. @dshack Inclusive Practices Culture of Empathy
43. @dshack INCLUSIVITY ▸Family life ▸Food preferences ▸Alcohol ▸Health issues ▸Gender/ sexual identity + expression ▸Neurodiversity
44. IT IS HARD FOR SOMEBODY TO EMPATHIZE BEFORE THEY FEEL EMPATHIZED WITH
45. ORGANIZATIONAL EMPATHY IS BISTABLE
46. IT’S UP TO YOU
47. @dshack dshack.net/empathy PAGERDUTY IS HIRING EMPATHETIC PEOPLE IN SAN FRANCISCO, TORONTO, AND REMOTE.