wake-up series: empathy in a business context
DESCRIPTION
This is a short talk I gave about empathy in a business context. more about me at www.octavianmihai.com and my company at www.jaimecandy.com (CC) (BY:) do whatever you want and Attribution would be nice.TRANSCRIPT
WAKE-UP SERIES
EMPATHY IN A BUSINESS CONTEXT
Octavian MihaiMarch 26, 09
JaimeCandy.com :: Strategic Management. No drama.
EMPATHY
Ability to put yourself in other’s shoes
JaimeCandy.com :: Strategic Management. No drama.
Context
JaimeCandy.com :: Strategic Management. No drama.
Understanding
FeelingsNeedsStrengthsWeakness
JaimeCandy.com :: Strategic Management. No drama.
Qualities
Selfless (remember this)Outside the boxEducation (understanding the context)Emotional intelligence
JaimeCandy.com :: Strategic Management. No drama.
Why so hard?
IndividualismInside the box (comfort zone, status quo)Education (understanding the context)Emotional intelligence
JaimeCandy.com :: Strategic Management. No drama.
Understand both sides
Act as the other person is you
vs
Act as you are the other person
JaimeCandy.com :: Strategic Management. No drama.
Client Understanding
The client/user/team does not understand me
vs
You don’t understand the client / user / team
JaimeCandy.com :: Strategic Management. No drama.
Client Asks-for vs Needs
Asks-for vs Needs
Faster horse vs Move faster
understanding context / public / private
JaimeCandy.com :: Strategic Management. No drama.
Exploiting Empathy
Target the weakness – create needDo not help
The best villains are empathetic.
JaimeCandy.com :: Strategic Management. No drama.
An ethic way out
Selfless => Ethic
JaimeCandy.com :: Strategic Management. No drama.
Be good
Put yourself in other’s shoes.
If we think we are good, by being empathetic we assume the other person is good.
JaimeCandy.com :: Strategic Management. No drama.
Advantages
SalesProduct developmentUXManagement NegotiationsUnderstand both sides
-> less $$$
JaimeCandy.com :: Strategic Management. No drama.
UX - Esthetics vs usability(both empathetic UX – emotional vs utility)
JaimeCandy.com :: Strategic Management. No drama.
Storytelling as a covert empathetic tool
JaimeCandy.com :: Strategic Management. No drama.
Meet AlbertSenior Vice-President
What’s his real story? Redefine how you think about audience segmentation.
JaimeCandy.com :: Strategic Management. No drama.
http://www.flickr.com/photos/nostri-imago/3208473232/
Meet JenTeenager
What’s her real story? Redefine how you think about audience segmentation.
JaimeCandy.com :: Strategic Management. No drama.
http://www.flickr.com/photos/orangeacid/594278237/
Meet PatProgrammer
What’s his real story? Redefine how you think about audience segmentation.
JaimeCandy.com :: Strategic Management. No drama.
http://www.flickr.com/photos/zachklein/54408515/
Is having empathy a virtue?
Nope.
JaimeCandy.com :: Strategic Management. No drama.
Empathy vs Compassion
[Discussion]
JaimeCandy.com :: Strategic Management. No drama.
Who has to be empathic in an organization??
[Discussion]D.Everybody. Although some more than
others.We expect this from managers and customer relations people, but how about
the other way around.
JaimeCandy.com :: Strategic Management. No drama.
Thank you
JaimeCandy.com :: Strategic Management. No drama.