On empathy: Defining empathy and its role in design research

Transcript

1. On empathy Unpacking the ‘empathise’ phase: understanding empathy, how it works and when to use it Sarah Stokes Research Principal & Business Coach @sarahlucystoked
2. Empathy connects us, it enhances understanding and deepens relationships Mandatory skills for design researchers and essential for humanity @sarahlucystoked
3. How does empathy play out in the design research context? @sarahlucystoked
4. What is empathy really? What about empathy in business? What does empathy look like in practise? 1 2 3 @sarahlucystoked
5. Seeking to understand @sarahlucystoked context
6. We are in the midst of a generational shift in behaviour due to the uptake in everyday use of technology. @sarahlucystoked Now is a good time context
7. 7 Here is a good place We are in a position of influence to impact the design of future experiences @sarahlucystoked context
8. –Simon Baron-Cohen “Empathy is like a universal solvent. Any problem immersed in empathy becomes soluble” @sarahlucystoked context
9. What is empathy really? Broadening your perspective and enriching how you perceive the world What is empathy really? @sarahlucystoked
10. What is empathy really? @sarahlucystoked
11. What do you think? What is empathy really? @sarahlucystoked
12. Part of the confusion Pity Sympathy Empathy Compassion Acknowledge Care Feel Take action Poor you Sorry for your loss I feel your pain, I understand…. I want to do something about it What is empathy really? @sarahlucystoked
13. A brief history • Began as Einfühlung to ‘empathy’ in 1909 • Turned to aesthetic appreciation to psychology • Then from neuroscience to politics • To human centred design and business What is empathy really? @sarahlucystoked
14. “Survival of the kindest” What is empathy really? @sarahlucystoked
15. Hard-wired At least 10 parts of the brain closely relate to empathy MRI studies have shown that couples can feel one another pain Mirror neurones were discovered in in the ‘90s in Macaque monkeys The right supramarginal gyrus helps us distinguish our emotions from another’s What is empathy really? @sarahlucystoked
16. Emotional Feeling how another feels An automatic drive we have to respond to another’s emotions A trait rather than a skill What is empathy really? @sarahlucystoked
17. What is empathy really? Cognitive Understanding another’s perspective A conscious drive to accurately understand another A skill that can be learnt @sarahlucystoked
18. The dark side Without the emotional aspect, cognitive empathy is the stuff of torturers and psychopaths What is empathy really? @sarahlucystoked
19. Empathy test What is empathy really? @sarahlucystoked
20. How does empathy fit into the organisations? Empathy in the organisation @sarahlucystoked
21. –Daniel Goleman “Empathy represents the foundational skill for all social competencies important for work” Empathy in the organisation @sarahlucystoked
22. Empathy in the organisation @sarahlucystoked
23. Empathy Index Published in HBR, measuring ethics, leadership, company culture, brand perception, and public messaging through social media. In 2016 Facebook was top of the index Empathy in the organisation @sarahlucystoked https://hbr.org/2016/12/the-most-and-least-empathetic-companies-2016
24. -Belinda Parmar “Empathy has emerged as an important facet of corporate behaviour and you can’t manage empathy if you don’t measure it.” Empathy in the organisation @sarahlucystoked
25. …continues to be the key to addressing business challenges and personal engagement. Resulting in a more engaged workforce and, ultimately, a healthier, more robust business (Measured by flexibility, diversity and engagement) Empathy in the organisation State of Workplace Empathy 2018 @sarahlucystoked https://info.businessolver.com/empathy-2018-executive-summary#gref
26. Perspectives in the industry Empathy in the organisation @sarahlucystoked
27. My hypothesis Empathy in the organisation Those who work in and around design research are well-placed to lead the charge and be an instrument for empathy in the organisation. (thereby enhancing the organisations ‘humanity’) @sarahlucystoked
28. Empathy is a people thing Empathy in the organisation @sarahlucystoked
29. Cultural change is hard Empathy is a people thing Empathy in the organisation @sarahlucystoked
30. Design researchers’ connect organisations to their customers Cultural change is hard Empathy in the organisation @sarahlucystoked Empathy is a people thing
31. How open are organisations to becoming empathic? Empathy in the organisation @sarahlucystoked
32. It takes inspiration and action at the top-down and bottom- up to effect change Empathy is now a valuable organisational tool, but still for many it is just rhetoric Empathy can be confused with mass measures like NPS Empathy in the organisation @sarahlucystoked A company culture doesn't necessarily determine the level of empathy output
33. Less field research Empathy in the organisation Focussing on products and evaluation over people Faster delivery expected @sarahlucystoked
34. Longitudinal involvement Empathy in the organisation Moving from the business to the customer perspective Less need to explain the process Involved earlier in the process @sarahlucystoked
35. Indicators of an organisation strong on empathy • Reuse and sharing of insights • Respect and understanding of the customer Empathy in the organisation • Inclusive design / diversity of input • When the research happens • Engagement levels @sarahlucystoked
36. • Empathy for customers everyone’s job • Identify your champions • Share customer stories widely - spread empathy • Aim for empathy as a strategic tool Empathy in the organisation @sarahlucystoked
37. What does empathy look like in practise? . Opens you up to greater understanding of yourself and the world. Empathy in practise @sarahlucystoked
38. It begins with self-awareness Empathy in practise @sarahlucystoked
39. –Stephen Covey “In empathic listening, you listen with your ears, and more importantly, listen with your eyes and with your heart” Empathy in practise @sarahlucystoked
40. Accept yourself Be curious, non-judgmental, flexible Be open: you don’t have to agree to understand what someone is saying 1 2 3 Empathy in practise @sarahlucystoked
41. Develop empathy by listening and absorbing Empathy in practise @sarahlucystoked Indi Young Practical Empathy
42. Apply empathy by finding patterns and walking in their shoes Empathy in practise @sarahlucystoked Indi Young Practical Empathy
43. Reasoning: Thinking, decision-making, motivations, thought processes, rationalisation. Reaction: Responses to something—mostly emotional, some behavioural. Guiding Principle: Belief that guides decisions. Empathy in practise @sarahlucystoked Indi Young Practical Empathy
44. –Indi Young, Practical Empathy Repeat the clearest stories you’ve heard. When you open your mouth, other people’s voices will come out. An important part of your job is to ‘pollinate.’ Get these perspectives out among the people of your organisation who need them. Empathy in practise @sarahlucystoked
45. Empathy in practise @sarahlucystoked
46. Empathy in practise @sarahlucystoked
47. A catalyst for change LISTEN | UNDERSTAND | REFLECT | SHARE | TAKE ACTION Empathy in practise @sarahlucystoked
48. With other humans Empathy in practise @sarahlucystoked
49. Empathy in practise @sarahlucystoked “Empathy is the most revolutionary emotion” –Gloria Steinem
50. Cultivate curiosity Empathise with people different to you Practise the craft of conversation Seek experiential adventures Travel in your arm chair Be contagious, it starts with you! 1 2 6 5 4 3 Empathy, why it matters and how to get it Roman Krznaric Empathy in practise @sarahlucystoked
51. Thank you Sarah Stokes Strategic Design & Business Coach @sarahlucystoked Resources: www.sarahstokes.com.au/empathy