Interactions with clients, UXSW, 2014
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The document emphasizes the importance of empathy, communication, and building trust in client relationships. It suggests techniques such as active listening, using 'muscular' language, and understanding clients' motivations and backgrounds to enhance interactions. The key takeaways include prioritizing warmth and adapting communication styles to better connect with clients.
Interactions with clients, UXSW, 2014
- 1. Interactions with clients @MarianaMota UXSW 2014
- 2. Good client relationships Empathy Communication Trust @MarianaMota
- 3. Empathy
- 5. “Empathy is the art of stepping imaginatively into the shoes of another person, understanding their feelings and perspectives, and using that understanding to guide your actions.” Roam Krznaric, Empathy: A Handbook for Revolution @MarianaMota
- 6. Who is your client? • Motivations • Background • Work environment • Fears • Expectations @MarianaMota
- 8. “Prioritising warmth helps you connect immediately with those around you, demonstrating that you hear them, understand them, and can be trusted by them.” “Connect then lead” by Amy Cuddy on Harvard Business Review http://hbr.org/2013/07/connect-then-lead/ @MarianaMota
- 9. In practice Before meeting First meeting Ongoing relationship Know who you are meeting Meet clients early Observe body languages Connect (warmth) Face-to-face conversations Informal chats HALT (hungry, angry, lonely, tired) @MarianaMota
- 10. Communication
- 11. Facilitator & Leader languages Facilitator-mode Leader-mode Warmth Competence Neutral Expert Actively listening Direct Passive language Muscular language Briefing meeting & workshops Presenting designs & expert opinion @MarianaMota
- 12. Use “muscular” language “Muscular language is active, definite and positive. It lacks hesitation, clutter and passivity.” Instead of Use this How about…? I strongly suggest… I tend to agree. http://hbr.org/2014/06/women-find-your-voice/ar/3 That’s absolutely right, and here’s why… I agree. I agree completely, because… Maybe we can… Here is my plan… Well, what if…? I recommend… @MarianaMota
- 14. Gain confidence High-power poses Low-power poses Photo https://paw.princeton.edu/issues/2014/04/02/pages/3548/index.xml?page=2& @MarianaMota
- 15. In practice Before meeting First meeting Ongoing relationship Know who you are meeting Meet clients early Observe body languages Connect (warmth) Listen actively and ask questions Agree communication channels Face-to-face conversations Informal chats HALT (hungry, angry, lonely, tired) Agile retrospectives Speak their language. Avoid jargon Nominate 1 person to give feedback Agenda @MarianaMota @MarianaMota
- 16. Trust
- 18. In practice Before meeting First meeting Ongoing relationship Know who you are meeting Proposals Meet clients early Observe body languages Connect (warmth) Listen actively and ask questions Agree communication channels Face-to-face conversations Informal chats HALT (hungry, angry, lonely, tired) Agile retrospectives Speak their language. Avoid jargon Usability testing Show designs early and often Explain, explain, explain Nominate 1 person to give feedback Introduce yourself Explain design process and deliverables Agenda
- 19. Workshop “Leader vs. Facilitator Mode” Teams of 3
- 20. Take aways • Prioritise warmth • Use the right language (facilitator/leader) @MarianaMota
- 22. Thank you! @MarianaMota www.marianamota.com