Empathy for Engineers
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The document presents insights on fostering empathy among engineers and non-engineers during collaborative work, emphasizing the importance of perspective-taking and understanding different mindsets. It discusses skills and tools for effective communication and creating impact, as well as the significance of empathy in retaining employees and customers. The content serves as a guide on how to leverage empathy to enhance work dynamics and problem-solving abilities.
Empathy for Engineers
- 1. EMPATHY FOR ENGINEERS Shifting from output to impact Sue Johnston
- 2. SLIDES ≠ PRESENTATION • These slides are designed to be viewed in conjunction with a human being talking and interacting with you. • They may make little sense to you if you were not at the live session. • Still, if they are useful to you, I am happy. PLEASE NOTE
- 3. CUSTOMARY “WHO ARE WE?” SLIDE Obligatory cute animal image Current role Professional training IT roots Came to agile via Inspired by Agile coach + trainer Psychology + business UX, user docs + training Professional coaching Effective communication SUE JOHNSTON
- 4. WHAT’S THE UX OF WORKING WITH YOU?
- 5. Engineer Non-Engineer Work is about solving Problems. Work is about achieving a vision. WHAT’S GOING ON HERE?
- 6. Engineer The future is promising. Anything is possible. Non-Engineer The future is looming. We must plan for the worst. WHAT’S GOING ON HERE?
- 7. Engineer Language is for making meaning. Non-Engineer Language is for transmitting information. WHAT’S GOING ON HERE?
- 8. Engineer Non-Engineer I know because I can relate to it and connect it to my experience. I validate by checking with others I know because of detailed analysis. I test each detail for validity, then recombine and test again. WHAT’S GOING ON HERE?
- 9. Grrrrrrrrr! Grrrrrrrrr! WHAT’S GOING ON HERE?
- 10. EMPATHY (ON BOTH SIDES)
- 11. OPTIONS DOING DONE Why this matters Perspective taking Creating impact The Engineering Mindset What is Empathy?
- 12. PLEASE HOLD YOUR QUESTIONS UNTIL YOU HAVE ONE!
- 13. OPTIONS DOING DONE The Engineering Mindset Why this matters Perspective taking Creating impact What is Empathy?
- 16. THE ENGINEERING MINDSET Linear Thinking Binary Thinking • This • Then1 • This • Then2 • This • Then3 The “Right” Answer
- 19. THE “CONTRAXIUMS” Inspired by The Geek Leader’s Handbook, by Paul Glen, Maria McManus Wanting something should be irrelevant in decisions Wanting something is important in decisions If you say something you don’t know to be true, you are lying If you say something you know is untrue you are lying Either/or thinking (black or white, good or evil) Contextual thinking (shades of grey) Future is looming; plan for worst Future is promising; invite possibility Knows in head, through analysis Knows through gut feel Language is for transmitting information Language is for sharing meaning Work is for solving problems Work is for achieving a vision
- 20. Work is for solving problems Work is for achieving a vision Future is looming; plan for worst. Future is promising; invite possibility. Knows in head, through analysis Knows through gut feel Language is for transmitting information Language is for sharing meaning Wanting something should be irrelevant in decisions Wanting something is important in decisions If you say something you don’t know to be true, you are lying If you say something you know is untrue you are lying Either/or thinking (black or white, good or evil) Contextual thinking (shades of grey) WHERE ARE YOU ON THE CONTINUUM? Inspired by The Geek Leader’s Handbook, by Paul Glen, Maria McManus EXERCISE 11 minutes UX?
- 21. OPTIONS DOING DONE The Engineering Mindset What is Empathy? Why this matters Perspective taking Creating impact
- 22. The ability to step imaginatively into the shoes of another person, aiming to understand their feelings and perspectives, and use that understanding to guide our actions. - Roman Krznaric Empathy: What is it and why does it matter? WHAT IS EMPATHY?
- 23. WHAT IS EMPATHY? When I have Sympathy, I feel sorry you have pain When I have Empathy I understand and feel your pain
- 24. TYPES OF EMPATHY • Affective (emotional) empathy • Somatic empathy • Cognitive empathy * * This can be learned
- 25. COGNITIVE EMPATHY “Empathy is built through a willingness to take time to discover the deep-down thoughts and reactions that make another person tick.” Indi Young – Practical Empathy
- 26. EMPATHY MAP SEEHEAR SAY+ DO PAIN GAIN THINK + REACT Inspired by Dave Gray, Xplane
- 27. OPTIONS DOING DONE Perspective taking The Engineering Mindset What is Empathy? Why this matters Creating impact
- 29. Art by Markus Raetz PERSPECTIVE
- 30. PERSPECTIVE
- 31. OPTIONS DOING DONE Perspective taking The Engineering Mindset What is Empathy? Why this matters Creating impact
- 32. 5 SKILLS FOR CREATING IMPACT 1. Listen for what’s important to people 2. Describe a rosy future 3. Expose your desire 4. Translate facts into stories 5. Restore trust
- 33. MAKE LISTENING A HABIT EXERCISE 5 minutes 5 LEVELS OF LISTENING Listening from our own frame of reference Listening from their frame of reference 1 2 3 4 5 From Tammy Lenski, inspired by Stephen Covey FORTUNATELY/UNFORTUNATELY
- 34. 5 SKILLS 1. Listen for what’s important to people 2. Describe a rosy future 3. Expose your desire 4. Translate facts into stories 5. Restore trust
- 35. 5 SKILLS 1. Listen for what’s important to people 2. Describe a rosy future 3. Expose your desire 4. Translate facts into stories 5. Restore trust
- 36. 5 SKILLS 1. Listen for what’s important to people 2. Describe a rosy future. 3. Expose your desire 4. Translate facts into stories 5. Restore trust
- 37. 5 SKILLS 1. Listen for what’s important to people 2. Describe a rosy future 3. Expose your desire 4. Translate facts into stories 5. Restore trust
- 38. 5 TOOLS FOR IMPACT • Check in • Share your intention • Journey mapping • Questions • The conversation arc
- 39. 5 TOOLS • Check in • Share your intention • Journey mapping • Questions • The conversation arc
- 40. 5 TOOLS • Check in • Share your intention • Journey mapping • Questions • The conversation arc
- 41. 5 TOOLS • Check in • Share your intention • Journey mapping • Questions • The conversation arc
- 42. 5 TOOLS • Check in • Share your intention • Journey mapping • Questions • The conversation arc
- 43. Choose a situation where you had a difficult interaction with someone. (Or one coming up.) Imagine you are experiencing things from their perspective. Follow the map and record what you picture things seem like to them. What is their experience of the situation? BONUS TOOL EXERCISE5 minutes
- 44. OPTIONS DOING DONE Perspective taking The Engineering Mindset What is Empathy? Why this matters Creating impact
- 45. WHY EMPATHY MATTERS • Employees more likely to stay with an organization they consider empathetic • Customers tend to stick with them, too • We create more usable products • It’s a key element of emotional intelligence Not just warm and fuzzy
- 46. WHAT WILL YOU DO? How can you take these ideas and use them in your work and life?
- 47. USEFUL REFERENCES Paul Glen leadinggeeks.com • Leading Geeks: How to Manage and Lead People who Deliver Technology • The Geek Leader’s Handbook: Essential Leadership Insight for People with Technical Backgrounds Indi Young indiyoung.com • Practical Empathy: For Collaboration and Creativity in Your Work Roman Krznaric romankrznaric.com • Empathy: Why it Matters and How to Get it Brene Brown brenebrown.com • https://www.youtube.com/watch?v=1Evwgu369Jw
- 48. OPTIONS DOING DONE Why this matters Perspective taking Creating impact The Engineering Mindset What is Empathy?
- 49. FIND US HERE! Sue Johnston sue@itsunderstood.com @itsunderstood “Centre of Universe” (for some) You are here Waterloo