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HOWTO Empathy - the HumanOps edition

HOWTO Empathy - the HumanOps edition

Emma Jane Hogbin Westby

April 04, 2017
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  1. HOWTO EMPATHY
    Emma Jane Hogbin Westby
    @emmajanehw
    #humanops

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  2. A primer on how I taught myself to

    be more empathetic.

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  3. 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.

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  4. THE BASICS
    Sympathy, Empathy, and Normal People

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  5. DEFINE: SYMPATHY
    The feelings of pity and sorrow
    for someone else's misfortune.

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  6. DEFINE: EMPATHY
    The ability to understand and share
    the feelings of another.

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  7. Temple Grandin
    Normal people have an
    incredible lack of empathy.

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  8. 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.

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  9. LEVEL 1.
    CARING JUST ENOUGH
    Difficulty — Beginner

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  10. REWARDS & RISKS
    Improves team cohesion.
    Requires a time investment.
    CARING JUST ENOUGH

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  11. ASK QUESTIONS.
    Talk to people and collect their stories.
    CARING JUST ENOUGH

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  12. GIVE ATTENTION.
    If you are thinking about your response,
    you are not truly listening.
    CARING JUST ENOUGH

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  13. REFER BACK.
    Ask about stories you’ve previously collected.
    CARING JUST ENOUGH

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  14. LEVEL 2.
    THINKING STRATEGIES
    Difficulty — Intermediate

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  15. REWARDS & RISKS
    Able to engineer successful outcomes.
    Improves capacity for diverse thinking.
    Perceived as manipulative.
    THINKING STRATEGIES

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  16. UNCOVER MOTIVATORS.
    THINKING STRATEGIES
    Unpack why a person behaves the way they do.

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  17. 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

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  18. 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

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  19. CREATIVE THINKING
    brainstorm
    challenge
    reframe
    envision
    flow
    flash of insight

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  20. 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 ...

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  21. UNDERSTANDING THINKING
    clarify
    empathise
    tune-in
    scan
    express
    structure

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  22. 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!

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  23. DECISION THINKING
    validate
    values-driven
    experience
    crux
    gut instinct
    conclude

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  24. 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 ...

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  25. ORGANISE MEETINGS ACCORDING TO

    THINKING STRATEGIES

    NOT TOPICS
    TO GET THE OUTCOMES YOU NEED.

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  26. LEVEL 3.
    IMAGINATION
    Difficulty — Advanced

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  27. REWARDS & RISKS
    Truly creative problem solving.
    Potentially overwhelming
    Cause doubt for self-worth.
    IMAGINATION

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  28. SEEK TO UNDERSTAND.
    Complain about yourself from the other’s perspective.
    IMAGINATION

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  29. SEEK TO EXPERIENCE.
    Live your day through the other’s constraints.
    IMAGINATION

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  30. 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.

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  31. Thinking is a skill to be practiced.
    EMPATHY
    PRACTITIONERS

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  32. Maya Angelou
    I think we all have empathy.

    We may not have enough courage to display it.

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  33. CULTIVATE EMPATHY
    follow-up:
    #humanops
    @emmajanehw 

    emma @ gitforteams.com
    http://gitforteams.com/resources/cultivating-empathy.html

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