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…

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.”…

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…

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…

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…

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…

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,…

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…

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…

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…

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,…

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…

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…

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…

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…

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…

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…

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…

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…

The new experts

Data visualisation is the next frontier in design; fuelled by the overwhelming volume of information we are all inundated with daily, and the need for timely clarity and…

Empathy in action

When you walk a dog for long enough, you start seeing things from the dog’s perspective. Often it is impractical or impossible to literally walk in someone’s shoes….

Buyology – sex does not actually sell!

One of the things I talk about is the innate irrationality of humans when it comes to making decisions, and how subjective we all are to our emotions…

Irrationality, morality, respect, mirroring, social empathy, self reflection, conciliation

Emily Yoffe’s article Well, Excuuuuuse Meee! prompted this post. (Thanks G, for pointing me to this article.) Irrationality Much of economic theory is based on the notion that…

 

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