HOWTO Empathy - the HumanOps edition

HOWTO Empathy - the HumanOps edition

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Emma Jane Hogbin Westby

April 04, 2017
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Transcript

  1. HOWTO EMPATHY Emma Jane Hogbin Westby @emmajanehw #humanops

  2. A primer on how I taught myself to
 be more

    empathetic.
  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.
  4. THE BASICS Sympathy, Empathy, and Normal People

  5. DEFINE: SYMPATHY The feelings of pity and sorrow for someone

    else's misfortune.
  6. DEFINE: EMPATHY The ability to understand and share the feelings

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

  8. None
  9. 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.
  10. LEVEL 1. CARING JUST ENOUGH Difficulty — Beginner

  11. REWARDS & RISKS Improves team cohesion. Requires a time investment.

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

    JUST ENOUGH
  13. GIVE ATTENTION. If you are thinking about your response, you

    are not truly listening. CARING JUST ENOUGH
  14. REFER BACK. Ask about stories you’ve previously collected. CARING JUST

    ENOUGH
  15. LEVEL 2. THINKING STRATEGIES Difficulty — Intermediate

  16. REWARDS & RISKS Able to engineer successful outcomes. Improves capacity

    for diverse thinking. Perceived as manipulative. THINKING STRATEGIES
  17. UNCOVER MOTIVATORS. THINKING STRATEGIES Unpack why a person behaves the

    way they do.
  18. Emma’s

  19. 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
  20. 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
  21. CREATIVE THINKING brainstorm challenge reframe envision flow flash of insight

  22. 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 ...
  23. UNDERSTANDING THINKING clarify empathise tune-in scan express structure

  24. 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!
  25. DECISION THINKING validate values-driven experience crux gut instinct conclude

  26. 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 ...
  27. ORGANISE MEETINGS ACCORDING TO
 THINKING STRATEGIES
 NOT TOPICS TO GET

    THE OUTCOMES YOU NEED.
  28. None
  29. LEVEL 3. IMAGINATION Difficulty — Advanced

  30. REWARDS & RISKS Truly creative problem solving. Potentially overwhelming Cause

    doubt for self-worth. IMAGINATION
  31. SEEK TO UNDERSTAND. Complain about yourself from the other’s perspective.

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

    IMAGINATION
  33. 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.
  34. Thinking is a skill to be practiced. EMPATHY PRACTITIONERS

  35. Maya Angelou I think we all have empathy.
 We may

    not have enough courage to display it.
  36. CULTIVATE EMPATHY follow-up: #humanops @emmajanehw 
 emma @ gitforteams.com http://gitforteams.com/resources/cultivating-empathy.html