Why is There a Marble in Your Nose?

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@angelariggs_ CAST 2019 | #CAST2019 Why is There a Marble in Your Nose?

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@angelariggs_ #CAST2019 Every experience matters

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@angelariggs_ #CAST2019 The more perspectives you include in your work, the more people can beneﬁt from it.

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@angelariggs_ #CAST2019 ☎ Disney call center agent " Elementary teacher Early childhood teacher $ Developer intern QA Engineer / Tester

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@angelariggs_ #CAST2019 Being a teacher made me a better tester

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@angelariggs_ #CAST2019 Process improvements Release management Incident remediation Risk & quality recommendations Coaching other testers Testing

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@angelariggs_ #CAST2019 “Soft skills”

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@angelariggs_ #CAST2019 “Soft skills” Hard skills!

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@angelariggs_ #CAST2019 Empathy Change management Coaching Communication Learning from failure Mediation Cultural awareness Building relationships Teaching people Curiosity Core needs Leading through inﬂuence Adaptability Perspective Understanding emotions Equity

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@angelariggs_ #CAST2019 Why is there a marble in your nose?

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@angelariggs_ #CAST2019 Curiosity: A strong desire to know or learn something

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@angelariggs_ #CAST2019 What does this do? How does this work? What happens if I do this?

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@angelariggs_ #CAST2019

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@angelariggs_ #CAST2019 People use products in unexpected ways

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@angelariggs_ #CAST2019 Curiosity leads to discovery & learning

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@angelariggs_ #CAST2019 Curiosity leads to a deeper understanding of the people, the product, and the users.

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@angelariggs_ #CAST2019 Curiosity makes me a better tester

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@angelariggs_ #CAST2019 “Negative emotions” aren’t bad and you’re not bad for having them!

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@angelariggs_ #CAST2019 People are bad at emotions

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@angelariggs_ #CAST2019 People are bad at emotions Emotions are really hard for people

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@angelariggs_ #CAST2019

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@angelariggs_ #CAST2019 People often aren’t taught how to identify and work with their feelings

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@angelariggs_ #CAST2019 Emotions can be explicitly taught

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@angelariggs_ #CAST2019 Helping students understand their emotions made me better at understanding emotions

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@angelariggs_ #CAST2019 People need time and space to get through their emotions

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@angelariggs_ #CAST2019 We bring our whole selves to work

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@angelariggs_ #CAST2019 Emotions are hard

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@angelariggs_ #CAST2019 Negative emotions reduce people’s capacity for effective and productive work

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@angelariggs_ #CAST2019 Understanding emotions makes me a better tester

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@angelariggs_ #CAST2019 Empathy is a learned skill

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@angelariggs_ #CAST2019 Building software with people demands empathy

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@angelariggs_ #CAST2019 Building software for people demands empathy

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@angelariggs_ #CAST2019 Empathy gives me a better awareness of my role, relationships, and work

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@angelariggs_ #CAST2019 Empathy makes me a better tester

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@angelariggs_ #CAST2019

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@angelariggs_ #CAST2019

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@angelariggs_ #CAST2019

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@angelariggs_ #CAST2019 Inﬂuence as a tester

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@angelariggs_ #CAST2019 Asking an engineer to adjust their code ✅ Director approval on a policy update Trying out a team process change

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@angelariggs_ #CAST2019 Trust Buy-in Collaboration Showing beneﬁts

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@angelariggs_ #CAST2019 Zone of proximal development

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@angelariggs_ #CAST2019 Can do independently Can do with guidance Beyond current abilities Zone of Proximal Development

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@angelariggs_ #CAST2019 Modeling Group work Think, pair, share

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@angelariggs_ #CAST2019 Modeling Group work Think, pair, share

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@angelariggs_ #CAST2019 Modeling Group work Think, pair, share

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@angelariggs_ #CAST2019 Modeling Group work Think, pair, share

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@angelariggs_ #CAST2019 We learn, retain knowledge, and improve the most when we succeed at something that challenges us.

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@angelariggs_ #CAST2019 Empathy Change management Attention Communication Learning from failure Mediation Cultural awareness Building relationships Teaching people Curiosity Core needs Leading through inﬂuence Adaptability Perspective Understanding emotions Equity

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@angelariggs_ #CAST2019 You get the behaviors that you give attention to

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@angelariggs_ #CAST2019 “Stop interrupting while I’m reading”

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@angelariggs_ #CAST2019 “Stop interrupting while I’m reading” vs “I love that you’re excited about this story”

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@angelariggs_ #CAST2019 “Stop interrupting while I’m reading” vs “I love that you’re excited about this story”

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@angelariggs_ #CAST2019 “I can’t believe you didn’t catch that bug”

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@angelariggs_ #CAST2019 “I can’t believe you didn’t catch that bug” vs “Nice work on getting that incident resolved”

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@angelariggs_ #CAST2019 Negativity bias

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@angelariggs_ #CAST2019 Recall negative feedback more often Tendency to dwell on negative events Negative experiences register more quickly

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@angelariggs_ #CAST2019 5:1 ratio

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@angelariggs_ #CAST2019 Testers give feedback all the time

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@angelariggs_ #CAST2019 How are you giving feedback?

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@angelariggs_ #CAST2019 Focus on the positive + Avoid negativity bias , Remember the 5:1 ratio

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@angelariggs_ #CAST2019 Verbal Written Emotional Non-verbal

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@angelariggs_ #CAST2019 Adapting your communication style for different audiences

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@angelariggs_ #CAST2019 Teaching is a form of continuous communication

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@angelariggs_ #CAST2019 Testing is a form of continuous communication

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@angelariggs_ #CAST2019 Communication is a way of transferring ideas

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@angelariggs_ #CAST2019 Communication is verbal

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@angelariggs_ #CAST2019 Communication is written

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@angelariggs_ #CAST2019 Communication is listening

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@angelariggs_ #CAST2019 Communication is collaborating

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@angelariggs_ #CAST2019 Communication is understanding

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@angelariggs_ #CAST2019 Communication happens whether or not you intend it to happen

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@angelariggs_ #CAST2019 Communication makes me a better tester

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@angelariggs_ #CAST2019 Big picture & small details Short-term & long-term High level & low level

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@angelariggs_ #CAST2019

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@angelariggs_ #CAST2019 1 2 3 4 1 2 3

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@angelariggs_ #CAST2019

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@angelariggs_ #CAST2019

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@angelariggs_ #CAST2019 Daily releases vs large feature rollouts Bugﬁx vs incident response policy Acceptance testing vs end-to-end testing