Upgrade to Pro
— share decks privately, control downloads, hide ads and more …
Speaker Deck
Features
Speaker Deck
PRO
Sign in
Sign up for free
Search
Search
HOWTO Empathy - the HumanOps edition
Search
Emma Jane Hogbin Westby
April 04, 2017
Technology
0
180
HOWTO Empathy - the HumanOps edition
Emma Jane Hogbin Westby
April 04, 2017
Tweet
Share
More Decks by Emma Jane Hogbin Westby
See All by Emma Jane Hogbin Westby
Work, Work, Work
emmajane
0
99
Starting an Ops Team
emmajane
1
200
Git's Golden Rules (for Teams)
emmajane
5
620
Pacing Sprints
emmajane
0
120
Change Needs Management
emmajane
0
180
Cultivating Empathy
emmajane
0
230
Reverse Engineering People
emmajane
0
180
Supporting Teams When the Tech is Unknown
emmajane
0
610
Rebasing Workflow - OSCON 2015
emmajane
2
13k
Other Decks in Technology
See All in Technology
Oracle Cloudの生成AIサービスって実際どこまで使えるの? エンジニア目線で試してみた
minorun365
PRO
4
280
社内イベント管理システムを1週間でAKSからACAに移行した話し
shingo_kawahara
0
180
.NET 9 のパフォーマンス改善
nenonaninu
0
770
ゼロから創る横断SREチーム 挑戦と進化の軌跡
rvirus0817
2
260
マルチプロダクト開発の現場でAWS Security Hubを1年以上運用して得た教訓
muziyoshiz
2
2.2k
継続的にアウトカムを生み出し ビジネスにつなげる、 戦略と運営に対するタイミーのQUEST(探求)
zigorou
0
520
KnowledgeBaseDocuments APIでベクトルインデックス管理を自動化する
iidaxs
1
260
ハイテク休憩
sat
PRO
2
140
アップデート紹介:AWS Data Transfer Terminal
stknohg
PRO
0
180
ガバメントクラウドのセキュリティ対策事例について
fujisawaryohei
0
530
バクラクのドキュメント解析技術と実データにおける課題 / layerx-ccc-winter-2024
shimacos
2
1.1k
社外コミュニティで学び社内に活かす共に学ぶプロジェクトの実践/backlogworld2024
nishiuma
0
260
Featured
See All Featured
Distributed Sagas: A Protocol for Coordinating Microservices
caitiem20
330
21k
The Success of Rails: Ensuring Growth for the Next 100 Years
eileencodes
44
6.9k
Scaling GitHub
holman
458
140k
The Psychology of Web Performance [Beyond Tellerrand 2023]
tammyeverts
45
2.2k
Put a Button on it: Removing Barriers to Going Fast.
kastner
59
3.6k
Unsuck your backbone
ammeep
669
57k
YesSQL, Process and Tooling at Scale
rocio
169
14k
Building Better People: How to give real-time feedback that sticks.
wjessup
365
19k
How GitHub (no longer) Works
holman
311
140k
Building Your Own Lightsaber
phodgson
103
6.1k
Design and Strategy: How to Deal with People Who Don’t "Get" Design
morganepeng
127
18k
jQuery: Nuts, Bolts and Bling
dougneiner
61
7.5k
Transcript
HOWTO EMPATHY Emma Jane Hogbin Westby @emmajanehw #humanops
A primer on how I taught myself to be more
empathetic.
MY AGENDA I want to help you to: Improve your
team’s cohesion. Design interactions to get outcomes you need. Diversify how you think. Solve hard problems.
THE BASICS Sympathy, Empathy, and Normal People
DEFINE: SYMPATHY The feelings of pity and sorrow for someone
else's misfortune.
DEFINE: EMPATHY The ability to understand and share the feelings
of another.
Temple Grandin Normal people have an incredible lack of empathy.
None
PRACTICING EMPATHY Level 1: Care just enough to learn more
about a person’s life. Level 2: Use thinking strategies to structure interactions. Level 3: Engage with the world from another’s perspective.
LEVEL 1. CARING JUST ENOUGH Difficulty — Beginner
REWARDS & RISKS Improves team cohesion. Requires a time investment.
CARING JUST ENOUGH
ASK QUESTIONS. Talk to people and collect their stories. CARING
JUST ENOUGH
GIVE ATTENTION. If you are thinking about your response, you
are not truly listening. CARING JUST ENOUGH
REFER BACK. Ask about stories you’ve previously collected. CARING JUST
ENOUGH
LEVEL 2. THINKING STRATEGIES Difficulty — Intermediate
REWARDS & RISKS Able to engineer successful outcomes. Improves capacity
for diverse thinking. Perceived as manipulative. THINKING STRATEGIES
UNCOVER MOTIVATORS. THINKING STRATEGIES Unpack why a person behaves the
way they do.
Emma’s
THINKING STRATEGIES Decision-Making validate values-driven experience crux trust your heart
conclude Understanding clarify empathise tune-in scan express structure Creativity brainstorm challenge reframe envision flow flash of insight
THINKING STRATEGIES Decision-Making validate values-driven experience crux trust your heart
conclude Understanding clarify empathise tune-in scan express structure Creativity brainstorm challenge reframe envision flow flash of insight
CREATIVE THINKING brainstorm challenge reframe envision flow flash of insight
RECOGNISE CREATIVE LANGUAGE Can we try ... I know we’re
done, but what about ... OMG! I just had this great idea ... Why do you think ... Is this the best we can do ...
UNDERSTANDING THINKING clarify empathise tune-in scan express structure
RECOGNISE UNDERSTANDING LANGUAGE So what you’re saying is ... Just
to clarify ... I think this is related to ... So I made this spreadsheet ... That must feel horrible!
DECISION THINKING validate values-driven experience crux gut instinct conclude
RECOGNISE DECISION LANGUAGE I’m ready to move on to ...
I don’t know why I think this, but ... Last time we tried this ... The real problem is ... My gut tells me ...
ORGANISE MEETINGS ACCORDING TO THINKING STRATEGIES NOT TOPICS TO GET
THE OUTCOMES YOU NEED.
None
LEVEL 3. IMAGINATION Difficulty — Advanced
REWARDS & RISKS Truly creative problem solving. Potentially overwhelming Cause
doubt for self-worth. IMAGINATION
SEEK TO UNDERSTAND. Complain about yourself from the other’s perspective.
IMAGINATION
SEEK TO EXPERIENCE. Live your day through the other’s constraints.
IMAGINATION
IN SUMMARY • Level 1: Care just enough to improve
team cohesion. • Level 2: Structure interactions to get outcomes you need, and diversify how you think. • Level 3: Use another’s perspective to overcome hard problems.
Thinking is a skill to be practiced. EMPATHY PRACTITIONERS
Maya Angelou I think we all have empathy. We may
not have enough courage to display it.
CULTIVATE EMPATHY follow-up: #humanops @emmajanehw emma @ gitforteams.com http://gitforteams.com/resources/cultivating-empathy.html