Posts in category: Empathy

Empathy in electronic communications

Empathy in electronic communications

Empathy and connection works in electronic communications too. It just takes us a bit of time to adapt. I really do believe that the more we spend time on these communication channels, the more we will adapt our inherent empathy and connection abilities to them....

Empathy in customer service

Expressing genuine concern and empathy for the customer’s predicament helps. It does not take much to say “That sounds really unpleasant. I’m sorry you had to experience that.” When we express empathy, most people’s gut reaction (at least...
Evil Eights

Evil Eights

Life is too short to put up with toxic people. They sap our energy, drain our passion, and poison our projects. These sociopaths and narcissists create division and drive the good people away from our organisations. Dr Phil’s book Life Code – New rules for...

Perceiving others’ pain

Pain is relative. The experience of pain is subjective to each individual.This can make it really hard for us to understand another person’s pain. We tend to gauge their pain by imagining how we would feel in the same situation. This is inevitably flawed as we can...

Active listening: two ways

In meetings, briefings and lectures, we listen to learn facts. We focus on building an internal map of the incoming information. Feelings don’t come into this much. A policeman questioning witnesses would be more focused on the facts. Where, when, who, what and...
User-centred design mindset

User-centred design mindset

Underlying any effective user-centred designer is the fundamental desire to be of service. Understanding derived from empathy drives truly insightful requirements gathering. What is it really like for the user? How do they feel? What do they want? What are they afraid...

What price for business success

Most of us share an innate sense of right and wrong, empathy with, and consideration for others. These are the fundamental traits we have evolved to engender stable, cohesive societies. We also tend to act more humanely as individuals than we do as a group, especially...

Beliefs and care factor

Our beliefs about a group of people, like our customers for example, can enhance or retard our ability to understand and empathise with them, and consequently how we value and treat them. Unquestioned beliefs silently become unconscious behaviours. Shared beliefs can...

Breaking down barriers by getting people together

Better collaboration, more understanding, more authentic communications, less conflict … all these can be had if we work to enable empathy and understanding within organisations. Seriously. Getting people together is the key I think. When we don’t know anyone from a...

T-shaped people and Building Information Modelling

Interesting points in this Design Intelligence article about the need for T-shaped deep generalists in architectural practice. I think these are equally applicable to any business that works on complex projects that cross multiple technical disciplines. Oh wait,...
Processes make corporations stupid

Processes make corporations stupid

I know the value of good processes to reduce the chaos and avoid repeated mistakes. Many smaller business could benefit from some level of processification. Large corporations could, on the other hand, benefit from a reduction or loosening up of their processes. Good...

Empathy vs second-guessing

The following is a collection of somewhat related thoughts I found on my Blackberry: Empathy requires active involvement and constant flow of information. So as to help us stay in character. Trying to stay in someone else’s shoes without this stream of input...

The Empathic Civilisation

A beautiful, short, fun and thought-provoking animation about mirror neurons, empathy, the future and the world. Challenging the assumptions about human nature, the assumptions that many of our institutions, like education, are based on. Eg we are hard wired for...

Empathy and regulations

In Wired to Care (ISBN 978-0-13-714234-7) author Dev Patnaik wrote: “Bringing people face to face triggers a caring response. … Putting consumers and producers together can do much of the regulation for you. When producers can see the impact that their business...

Evolution process of companies

1. Solving their own needs –> 2. Asking others what they want –> 3. Tapping into a mission with wider relevance. Many businesses start off doing something for themselves. Leveraging a talent to build a product, or create a service that satisfies their own...

Reframing

Reframing is a useful technique to deliberately derail our entrenched thinking patterns and flows, so as to enable us to see a given situation from alternative perspectives. Dev Patnaik documented three kinds of reframes: Step out of your own perspective and see the...

Greed is a game

“Greed is a game played with logic only and no morals.” Scarlett Thomas. I spotted a few books in Borders recently that dealt with clinical techniques to achieve various ends without dealing with the moral aspects: How to get women, How to win wars, How to get power…...

Integrative thinking

I have come across this phrase for a while now. It is another way of saying “the power of AND”. Integrative thinking is part and parcel of design thinking: “What if we combine this AND that?” Etc. Integrative thinking requires individuals who are comfortable with gray...

Choice paralysis and decision facilitation

My friend Dennis White recently said to me: “We have Pay TV and yet we seem to spend a lot of time flicking through the channels trying to find something too watch. I have this theory that if you have a lot of choice then you expect you should be able to find...
Page 1 of 212