HOWTO Empathy - the HumanOps edition

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.
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.
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