Apply Emotional Intelligence to Your Testing

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As test managers and test professionals we can have an enormous emotional impact on others. We're constantly dealing with fragile egos, highly charged situations, and pressured people playing a high-stakes game under conditions of massive uncertainty. We're often the bearers of bad news and are sometimes perceived as critics, activating people's primal fear of being judged. Emotional intelligence (EI), the concept popularized by Harvard psychologist and science writer Daniel Goleman, has much to offer test managers and testers. Key EI skills include self-awareness, self-management, social awareness, and relationship management. Explore the concept of EI, assess your own levels of EI, and look at ways in which EI can help. Thomas McCoy discusses how EI can be useful in dealing with anger management, controlling negative thoughts, processing constructive criticism, and dealing with conflict—all within the context of the testing profession. This lively session is grounded in real-life examples, giving you concrete ideas to take back to work.

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Apply Emotional Intelligence to Your Testing

  1. 1. MM Half-day Tutorials 5/5/2014 1:00:00 PM Apply Emotional Intelligence to Your Testing Presented by: Thomas McCoy Australian Department of Social Services Brought to you by: 340 Corporate Way, Suite 300, Orange Park, FL 32073 888-268-8770 ∙ 904-278-0524 ∙ sqeinfo@sqe.com ∙ www.sqe.com
  2. 2. Thomas McCoy Australian Department of Social Services Australian software testing professional, teacher, and journalist Thomas McCoy has worked in the IT industry for more than two decades. Much of this time was spent as a software developer and IT manager with Australian government agencies. Wanting to make a greater contribution to software quality, Thomas re-oriented his career into the emerging discipline of software testing and has been an enthusiastic promoter of the profession ever since. At conferences in Australia, New Zealand, Canada, Asia, and the United States, Thomas is a popular keynote speaker, who has received several best presentation awards. You can reach Thomas attom@thomasmccoy.com.au.
  3. 3. STAR East 2014 Getting Your Message Across 1 Apply Emotional IntelligenceApply Emotional Intelligence toYourTestingtoYourTesting Thomas McCoyThomas McCoy BJourn, BSc, DipEd, MInfTechBJourn, BSc, DipEd, MInfTech Canberra, AustraliaCanberra, Australia STAR East 2014 Version 1.0 1 PrivacyAgreementPrivacyAgreement Because some of the topicsBecause some of the topics in this session may relate toin this session may relate to sensitivesensitive thoughts andthoughts and feelings, could I ask you tofeelings, could I ask you to keep the discussions takingkeep the discussions taking place today confidential?place today confidential? Thanks.Thanks. ☺☺☺☺☺☺☺☺ STAR East 2014 Version 1.0 2
  4. 4. STAR East 2014 Getting Your Message Across 2 TopicsTopics •• IntroductionIntroduction •• WhatWhat isis EmotionalEmotional Intelligence?Intelligence? •• How highHow high isis your EI?your EI? •• MotivationMotivation •• ConflictConflict •• StressStress •• AngerAnger ManagementManagement •• AssertivenessAssertiveness •• NonverbalNonverbal CommunicationCommunication •• ListeningListening SkillsSkills •• EmpathyEmpathy •• FeedbackFeedback •• Introversion andIntroversion and ExtroversionExtroversion •• Inspiring OthersInspiring Others •• SummarySummary andand KeyKey PointsPoints STAR East 2014 Version 1.0 3 IntroductionIntroduction STAR East 2014 4Version 1.0
  5. 5. STAR East 2014 Getting Your Message Across 3 WhatWhat isis EmotionalEmotional Intelligence?Intelligence? STAR East 2014 5Version 1.0 What are emotions?What are emotions? •• Impulses to actImpulses to act •• Root of word isRoot of word is “motere” (Latin“motere” (Latin verb “to move”)verb “to move”) plus prefix “eplus prefix “e--” to” to connote “moveconnote “move away”away” STAR East 2014 Version 1.0 6
  6. 6. STAR East 2014 Getting Your Message Across 4 Emotional IntelligenceEmotional Intelligence Popularised in 1995 byPopularised in 1995 by NewYorkTimesNewYorkTimes sciencescience journalist andjournalist and Harvard UniversityHarvard University psychologist,psychologist, DrDr Daniel GolemanDaniel Goleman through enormouslythrough enormously successful booksuccessful book STAR East 2014 Version 1.0 7 “EI“EI is about how well we handleis about how well we handle ourselves and our relationshipsourselves and our relationships.”.” •• SelfSelf AwarenessAwareness Knowing what we feel andKnowing what we feel and why (canwhy (can help good intuitionhelp good intuition and decisionand decision making)making) •• SelfSelf ManagementManagement HandlingHandling distressingdistressing emotions in anemotions in an effectiveeffective wayway Being in tune with negative emotions when we needBeing in tune with negative emotions when we need toto but also generatingbut also generating positive emotionspositive emotions e.ge.g. enthusiasm. enthusiasm •• EmpathyEmpathy Knowing what other peopleKnowing what other people areare feelingfeeling •• Social SkillsSocial Skills Being able to interact positively withBeing able to interact positively with otherother peoplepeople STAR East 2014 Version 1.0 8
  7. 7. STAR East 2014 Getting Your Message Across 5 What is EI?What is EI? The ability to use ourThe ability to use our understanding of emotions,understanding of emotions, in ourselves and others, toin ourselves and others, to deal effectively with peopledeal effectively with people and problems in a way thatand problems in a way that reduces anger and hostility,reduces anger and hostility, develops collaborative effort,develops collaborative effort, enhances lifeenhances life--balance andbalance and produces creative energy.produces creative energy. Tester Developer STAR East 2014 Version 1.0 9 Four key EI skillsFour key EI skills ••Self AwarenessSelf Awareness ••SelfSelf--ManagementManagement ••Social AwarenessSocial Awareness ••RelationshipRelationship ManagementManagement STAR East 2014 Version 1.0 10
  8. 8. STAR East 2014 Getting Your Message Across 6 SelfSelf--awarenessawareness •• Emotional selfEmotional self--awarenessawareness •• Accurate selfAccurate self--assessmentassessment •• Self confidenceSelf confidence Being aware of your own emotions and recognisingBeing aware of your own emotions and recognising their impacttheir impact STAR East 2014 Version 1.0 11 SelfSelf--managementmanagement •• Emotional selfEmotional self--controlcontrol •• Achievement orientationAchievement orientation •• TransparencyTransparency •• OptimismOptimism •• AdaptabilityAdaptability •• InitiativeInitiative Keeping disruptive emotions and impulses underKeeping disruptive emotions and impulses under controlcontrol Is that a bug? STAR East 2014 Version 1.0 12
  9. 9. STAR East 2014 Getting Your Message Across 7 Social awarenessSocial awareness •• EmpathyEmpathy •• OrganisationalOrganisational awarenessawareness •• ServiceService orientationorientation Being able to tune into how others feel and to readBeing able to tune into how others feel and to read situationssituations STAR East 2014 Version 1.0 13 Project Retrospective Relationship managementRelationship management •• Developing othersDeveloping others •• Inspirational leadershipInspirational leadership •• InfluenceInfluence •• Change catalystChange catalyst •• Conflict managementConflict management •• Teamwork and collaborationTeamwork and collaboration Being able to guide the emotional tone of the groupBeing able to guide the emotional tone of the group STAR East 2014 Version 1.0 14
  10. 10. STAR East 2014 Getting Your Message Across 8 Amygdala “Amygdala Hijack” STAR East 2014 Version 1.0 15 EI:What it is and isn’tEI:What it is and isn’t ••It’s self awareness, not self obsessionIt’s self awareness, not self obsession ••It’s managing feelings so they’re expressedIt’s managing feelings so they’re expressed appropriately; it’s not suppressing emotions orappropriately; it’s not suppressing emotions or giving in to themgiving in to them ••It’s handling relationships and this doesn’tIt’s handling relationships and this doesn’t necessarily mean “being nice”. (For example, EI cannecessarily mean “being nice”. (For example, EI can mean confronting someone with an uncomfortablemean confronting someone with an uncomfortable truth like “your program needs to be rewritten”)truth like “your program needs to be rewritten”) STAR East 2014 Version 1.0 16
  11. 11. STAR East 2014 Getting Your Message Across 9 “IQ gets you hired, but EQ gets you promoted.” Anonymous STAR East 2014 Version 1.0 17 “The secret of success is sincerity. Once you can fake that you’ve got it made.” STAR East 2014 Version 1.0 18 JeanGiradoux Successful french writer and diplomat
  12. 12. STAR East 2014 Getting Your Message Across 10 How high is your EI?How high is your EI? STAR East 2014 19Version 1.0 EI Self AssessmentEI Self Assessment •• Read through the 15Read through the 15 questions on the handoutquestions on the handout and place a tick in the boxand place a tick in the box next to your chosen answernext to your chosen answer •• Don’t spend too much timeDon’t spend too much time on any questionon any question •• Be honestBe honest ☺☺☺☺☺☺☺☺ STAR East 2014 Version 1.0 20
  13. 13. STAR East 2014 Getting Your Message Across 11 How did you go?How did you go? ScoreScore MeaningMeaning Above 38 Excellent 25 - 37 Good, but room for improvement 0 - 24 Needs some work Please note that this test is just supposed to give you a rough indication, and a “flavour” for EI; it is not a serious psychological instrument. STAR East 2014 Version 1.0 21 How can we use EI in testing? 1. In test execution, we can trust our intuition and feelings to reveal something about the system we are testing: anger confusion frustration surprise impatience amusement 2. In the broader testing context, it applies to the many, complex interactions that happen in an IT project STAR East 2014 Version 1.0 22
  14. 14. STAR East 2014 Getting Your Message Across 12 Connecting emotionally with end users Is this the user’s reality? STAR East 2014 Version 1.0 23 MotivationMotivation STAR East 2014 24Version 1.0
  15. 15. STAR East 2014 Getting Your Message Across 13 Why are you in testing? Did you choose testing … … or did testing choose you? STAR East 2014 Version 1.0 25 TheTesting Mindset • Like to break things • Like to criticise • Cynical • Inquisitive • Pedantic • Attention to detail • Meticulous • Persistent • Pessimistic • Sceptical STAR East 2014 Version 1.0 26
  16. 16. STAR East 2014 Getting Your Message Across 14 What motivates you about testing? Money Finding bugs Criticising the developers Being part of the team Contributing to quality Helping the company Intellectual challenge Protecting the end user Give me a hug, I found a bug! STAR East 2014 Version 1.0 27 What motivates other roles in the IT project? • Senior Manager: everything under control • Project Manager: cost and schedule • BusinessAnalyst: required features are implemented • Developer: code runs correctly • Marketing: popular features are included, product ships on time Implement NOW! STAR East 2014 Version 1.0 28
  17. 17. STAR East 2014 Getting Your Message Across 15 STAR East 2014 Version 1.0 29 Conflict ConflictConflict •• Our profession, withOur profession, with its high risks, is aits high risks, is a breeding ground forbreeding ground for conflictconflict •• We constantly faceWe constantly face unrealistic deadlines,unrealistic deadlines, stress, anger andstress, anger and frustrationfrustration STAR East 2014 Version 1.0 30
  18. 18. STAR East 2014 Getting Your Message Across 16 Conflict resolutionConflict resolution 1.1. View person as a potential allyView person as a potential ally 2.2. Clarify perceptions: yours and theirsClarify perceptions: yours and theirs 3.3. Focus on shared goalsFocus on shared goals 4.4. If past issues are stopping you fromIf past issues are stopping you from moving forward they may need to bemoving forward they may need to be discusseddiscussed 5.5. Try to be empathic and good humouredTry to be empathic and good humoured 6.6. Follow up on any agreements in writingFollow up on any agreements in writing to avoid disagreements laterto avoid disagreements later STAR East 2014 Version 1.0 31 If all that fails …If all that fails … •• Maybe you’re dealing with an officeMaybe you’re dealing with an office psychopathpsychopath •• Sometimes it’s not you, it’s themSometimes it’s not you, it’s them Book was written by a SydneyBook was written by a Sydney forensic psychologist, who gave aforensic psychologist, who gave a lecture on criminal psychopaths,lecture on criminal psychopaths, and afterwards an audienceand afterwards an audience member came up and said “that’smember came up and said “that’s just like someone I work with”.just like someone I work with”. This inspired him to write theThis inspired him to write the book.book. STAR East 2014 Version 1.0 32
  19. 19. STAR East 2014 Getting Your Message Across 17 STAR East 2014 Version 1.0 33 Stress StressStress The experience of aThe experience of a threat to our wellthreat to our well-- being which givesbeing which gives rise to arise to a physiologicalphysiological reaction to preparereaction to prepare us for fight or flight.us for fight or flight. STAR East 2014 Version 1.0 34
  20. 20. STAR East 2014 Getting Your Message Across 18 Stress preventionStress prevention •• Exercise and nutritionExercise and nutrition •• Clarity of purposeClarity of purpose clear vision and values so you can focus yourclear vision and values so you can focus your energies e.g. we exist to help the end userenergies e.g. we exist to help the end user •• Support networkSupport network •• Life balanceLife balance •• Self esteemSelf esteem •• Challenge self defeating beliefsChallenge self defeating beliefs e.g. can overwork if you believe you must bee.g. can overwork if you believe you must be perfect and never let a bug get past youperfect and never let a bug get past you STAR East 2014 Version 1.0 35 Stress managementStress management •• Be assertive (sometimesBe assertive (sometimes we need to say “no”)we need to say “no”) •• RelaxationRelaxation •• Letting goLetting go ooff things that aren’t worththings that aren’t worth fighting forfighting for •• AppreciationAppreciation ooff what’s going well in lifewhat’s going well in life •• Calming self talkCalming self talk STAR East 2014 Version 1.0 36
  21. 21. STAR East 2014 Getting Your Message Across 19 Anger Management STAR East 2014 37Version 1.0 Anger Anger is part of a defence system to deal with threat and usually results from frustration. People often either: Keep a lid on it Let it all out STAR East 2014 Version 1.0 38
  22. 22. STAR East 2014 Getting Your Message Across 20 Dealing with anger EmotionallyEmotionally IntelligentIntelligent EmotionallyEmotionally UnintelligentUnintelligent ActiveActive Assert Yourself Let Loose! PassivePassive Calm Yourself Give In STAR East 2014 Version 1.0 39 Self-talk while you’re stewing • I can find a way of saying what I want without being angry about it • My anger will upset me, and everyone else • It’s not about right and wrong, it’s about different needs • I can keep calm and relax • It doesn’t help to get upset • If I lose control, I could lose out • I’m not going to get wild or insult anyone STAR East 2014 Version 1.0 40
  23. 23. STAR East 2014 Getting Your Message Across 21 Stopping the amygdala hijack 1. Say “STOP” in your head 2. Take a deep breath 3. Breathe out slowly. Relax the muscles in your face, mouth and jaws 4. Take another deep breath 5. Breathe out slowly. Relax the muscles of your shoulders, arms and hands 6. Face the other person. Start again in a calmer state of mind 7. Breathe slowly STAR East 2014 Version 1.0 41 Assertiveness STAR East 2014 42Version 1.0
  24. 24. STAR East 2014 Getting Your Message Across 22 Assertiveness IWinIWin I LoseI Lose You WinYou Win Assertive Passive You LoseYou Lose Aggressive ???? STAR East 2014 Version 1.0 43 Assertiveness is being self-assured and confident without being aggressive Assertive behaviours • Refusing requests • Standing up for your rights • Expressing personal opinions, including disagreement • Expressing justified displeasure and anger • Initiating and maintaining conversation • Giving and receiving compliments • Making requests (e.g. asking for favours or help) • Expressing appreciation STAR East 2014 Version 1.0 44
  25. 25. STAR East 2014 Getting Your Message Across 23 Assertive verbal skills 1. Saying “no” 2. Broken record 3. Forced choice 4. Dismissing and refocusing 5. Embedding statement in question 6. Fogging 7. Asking for details 8. Compromising 9. Threatening STAR East 2014 Version 1.0 45 No!No! STAR East 2014 Version 1.0 46 Nonverbal Communication
  26. 26. STAR East 2014 Getting Your Message Across 24 Communication Element Words [VALUE] % Body language [VALUE] % Voice tone [VALUE] % STAR East 2014 Version 1.0 47 Nonverbals • Touch • Voice • Space • Gestures • Eye contact • Facial expressions • Body movements and posture STAR East 2014 Version 1.0 48
  27. 27. STAR East 2014 Getting Your Message Across 25 Mirroring STAR East 2014 Version 1.0 49 Nonverbal communication • Eye contact Duration of contact and expression in eyes • Facial expression Is it happy, angry, sad, masklike, etc? • Tone of voice Is it warm, bright and confident or fearful and constricted? • Posture and gestures Relaxed and open? • Intensity Reflects the amount of energy and will vary with situation and audience • Timing and pace Are responses coming too quickly or slowly? • Sounds that convey awareness and understanding Such as “hmmm” STAR East 2014 Version 1.0 50
  28. 28. STAR East 2014 Getting Your Message Across 26 Using your voice • Paralinguistics: “it’s not what you say but how you say it”. • Voice tone is 38%:: Emphasis Volume Pitch Inflection Articulation Pace STAR East 2014 Version 1.0 51 “Did you finish the test plan?” • Did you finish the test plan? (has it been done?) • Did you finish the test plan? (was it you who finished it?) • Did you finish the test plan? (is it finished?) • Did you finish the test plan? (as opposed to some other plan) • Did you finish the test plan? (as opposed to the test strategy) STAR East 2014 Version 1.0 52
  29. 29. STAR East 2014 Getting Your Message Across 27 Listening Skills STAR East 2014 53Version 1.0 Time spent on different communication activities STAR East 2014 Version 1.0 54 Writing 9% Reading 16% Speaking 30% Listening 45%
  30. 30. STAR East 2014 Getting Your Message Across 28 Why does listening matter to us? • Obtain richer information than from writing because we have words and nonverbals • Can ask questions • Encourages others to share with us • Means they will listen to us too • Helps team members resolve their own issues • Increases our perceived IQ STAR East 2014 Version 1.0 55 Whole body listening • facing speaker • leaning forward • nodding, smiling • eye contact • friendly noises “ah ha” • mirroring • not playing on mobile devices STAR East 2014 Version 1.0 56 Need to watch andNeed to watch and listen to ensurelisten to ensure words arewords are consistent withconsistent with nonverbalsnonverbals
  31. 31. STAR East 2014 Getting Your Message Across 29 Effective listeningEffective listening •• Clear your headClear your head •• Listen (don’t be thinking of theListen (don’t be thinking of the next question)next question) •• Allow silence (don’t interrupt)Allow silence (don’t interrupt) •• Don’t daydreamDon’t daydream •• Use acknowledging responsesUse acknowledging responses but don’t just parrot (peoplebut don’t just parrot (people are wise to this)are wise to this) STAR East 2014 Version 1.0 57 Things to avoid • daydreaming • finishing sentences • changing subject • distractions • mind reading • premature solution • focusing on your response STAR East 2014 Version 1.0 58
  32. 32. STAR East 2014 Getting Your Message Across 30 Active listening • encouragement • clarify meaning • check accuracy • check feelings • summarise content • acknowledge what was said STAR East 2014 Version 1.0 59 STAR East 2014 Version 1.0 60 Empathy
  33. 33. STAR East 2014 Getting Your Message Across 31 EmpathyEmpathy •• Sits between Apathy and SympathySits between Apathy and Sympathy •• Means understanding somebody fromMeans understanding somebody from theirtheir point of view by sensingpoint of view by sensing and experiencing theirand experiencing their feelings and perspectivefeelings and perspective •• We should seek toWe should seek to understand before being understoodunderstand before being understood •• A key skill for testing professionalsA key skill for testing professionals STAR East 2014 Version 1.0 61 Empathic questionsEmpathic questions •• Short general open questionsShort general open questions Who, what, where, when, howWho, what, where, when, how •• EncouragementEncouragement Tell me more, go onTell me more, go on •• Seek clarificationSeek clarification In what way did you resolve the issue?In what way did you resolve the issue? •• Focus on what matters to the personFocus on what matters to the person How is that important to you?How is that important to you? STAR East 2014 Version 1.0 62
  34. 34. STAR East 2014 Getting Your Message Across 32 Why do we need empathy?Why do we need empathy? •• PersuasionPersuasion Means we better understand other person whichMeans we better understand other person which leads to appreciation ofleads to appreciation of their positiontheir position •• Conflict managementConflict management Conflict is often based on misunderstandingConflict is often based on misunderstanding •• NetworkingNetworking Empathy helps us develop influenceEmpathy helps us develop influence •• ClientClient needsneeds If we don’t empathise we can’t serve themIf we don’t empathise we can’t serve them STAR East 2014 Version 1.0 63 Feedback STAR East 2014 64Version 1.0
  35. 35. STAR East 2014 Getting Your Message Across 33 Testing Definition (old)Testing Definition (old) “To tell somebody that he or she is wrong is called criticism. To do so officially is called testing.” STAR East 2014 Version 1.0 65 • This role has been fading away • It eventually became “trusted advisor” (EI sanitised term) • And now we are even more touchy-feely, as members of self-directed teams The “Quality Cops?The “Quality Cops? STAR East 2014 Version 1.0 66
  36. 36. STAR East 2014 Getting Your Message Across 34 Emotionally laden criticalEmotionally laden critical termsterms •• BugBug •• DefectDefect •• DeviationDeviation •• ErrorError •• FailFail •• FaultFault •• ProblemProblem These words are from theThese words are from the ISTQB Glossary and carryISTQB Glossary and carry emotional baggage.emotional baggage. “Incident” is a more“Incident” is a more neutral term, as is “testneutral term, as is “test query”.query”. STAR East 2014 Version 1.0 67 Vehicles forVehicles for publicpublic “criticism”“criticism” •• Incident reportsIncident reports •• Testing summary reportsTesting summary reports •• EE--mailsmails •• Team meetings or discussionsTeam meetings or discussions •• Public conversationsPublic conversations •• MetricsMetrics •• Newsletter itemsNewsletter items STAR East 2014 Version 1.0 68
  37. 37. STAR East 2014 Getting Your Message Across 35 Of course, we are also at theOf course, we are also at the receiving endreceiving end How do we feel when:How do we feel when: •• Our incidents are rejected?Our incidents are rejected? •• Our expertise is questioned?Our expertise is questioned? •• We are blamed for faultsWe are blamed for faults appearing in Production?appearing in Production? STAR East 2014 Version 1.0 69 Giving emotionallyGiving emotionally intelligent criticismintelligent criticism 1.1. Not in public (if possible)Not in public (if possible) 2.2. Use the kissUse the kiss--kickkick--kiss sandwichkiss sandwich 3.3. Don’t personalise (talk in the abstract)Don’t personalise (talk in the abstract) 4.4. Never, ever, say “don’t be defensive”Never, ever, say “don’t be defensive” 5.5. Praise good things at all timesPraise good things at all times 6.6. Ensure they’re OKEnsure they’re OK 7.7. Admitting our own mistakesAdmitting our own mistakes STAR East 2014 Version 1.0 70
  38. 38. STAR East 2014 Getting Your Message Across 36 Feedback vs. criticismFeedback vs. criticism • Feedback is a broader term than criticism (sometimes called “negative feedback”) • While it often features criticism and unpleasant observations, it can also include praise and support STAR East 2014 Version 1.0 71 Effective feedback needs to be: STAR East 2014 Version 1.0 72 • fair • accurate • specific • structured • outcome oriented • focused on behaviour, not person
  39. 39. STAR East 2014 Getting Your Message Across 37 Giving Feedback • Do it in private • Make it a positive experience • Be sensitive to person’s reactions • Prepare your comments in advance • Be specific and give examples • Use “I” statements e.g. “I feel it might have worked better if …” • Ask for the person’s response e.g. “what is your reaction?” • Talk about positives (especially in summing up) • Provide specific suggestions Don’t do this STAR East 2014 Version 1.0 73 Opening wordsOpening words DescribeDescribe 1. When you… problem behaviour 2. It causes… objective consequences 3. And we feel… feeling 4. Could you… change that is needed 5. This would mean… effect of change 6. We would feel… how people would feel 7. What do you think? give control back to person STAR East 2014 Version 1.0 74 A feedback sequenceA feedback sequence
  40. 40. STAR East 2014 Getting Your Message Across 38 The internal criticThe internal critic •• Aspiring to highAspiring to high standards canstandards can make us criticalmake us critical of ourselvesof ourselves •• “Professional“Professional pessimism” canpessimism” can spill from thespill from the workplace intoworkplace into our livesour lives •• Can lead toCan lead to negative self talknegative self talk Crikey, howCrikey, how could youcould you have missedhave missed that?that? EvenWallyEvenWally would havewould have found it!found it! You’veYou’ve reallyreally messed upmessed up big time!big time! STAR East 2014 Version 1.0 75 SilencingSilencing the internal criticthe internal critic 1.1. Stop the thoughts by yelling “stop” (to yourself)Stop the thoughts by yelling “stop” (to yourself) 2.2. Take some deep breathsTake some deep breaths 3.3. Replace the negative self talkReplace the negative self talk “Everybody sometimes misses a bug; I’ll review my“Everybody sometimes misses a bug; I’ll review my methods to see why”methods to see why” “There’s no telling whatWally would have done and it’s not“There’s no telling whatWally would have done and it’s not relevant”relevant” “I’ve proven my value to the project in the past, I’ll keep“I’ve proven my value to the project in the past, I’ll keep doing that in the future, and can learn from thisdoing that in the future, and can learn from this experience”experience” STAR East 2014 Version 1.0 76
  41. 41. STAR East 2014 Getting Your Message Across 39 Learned optimismLearned optimism OptimistOptimist PessimistPessimist PermanencePermanence Just aJust a temporarytemporary setbacksetback Will go onWill go on foreverforever PervasivenessPervasiveness Specific to thisSpecific to this situationsituation Will affect myWill affect my whole lifewhole life PersonalisationPersonalisation Was caused byWas caused by many factorsmany factors It’s all myIt’s all my faultfault Different ways ofDifferent ways of thinking about “badthinking about “bad eventsevents”” that can also help silence the Internal Criticthat can also help silence the Internal Critic STAR East 2014 Version 1.0 77 STAR East 2014 Version 1.0 78 Introversion and Extroversion
  42. 42. STAR East 2014 Getting Your Message Across 40 How they are different • Introverts get their energy from within and tend to be quiet, thoughtful, and like being alone • Extroverts get their energy from outside and tend to be talkative, outspoken and love the company of other people STAR East 2014 Version 1.0 79 Book by Susan Cain STAR East 2014 Version 1.0 80
  43. 43. STAR East 2014 Getting Your Message Across 41 Adjusting our style • Programmer: introvert? • Tester: introvert/extrovert? • Sales: extrovert? • Project manager: extrovert? • Client: introvert/ extrovert? STAR East 2014 Version 1.0 81 STAR East 2014 Version 1.0 82 Inspiring Others
  44. 44. STAR East 2014 Getting Your Message Across 42 Words • Love • Faith • Hope • Belief • Honour • Promise • Connectedness • A brighter day STAR East 2014 Version 1.0 83 Body Language • Intense eye contact • Sincere expression • Upright but relaxed posture • Good hand gestures with lots of pointing • Shifts around slightly while he speaks, conveys energy • Uses open gestures and touches heart • Serious and intense expression, sometimes a half smile STAR East 2014 Version 1.0 84
  45. 45. STAR East 2014 Getting Your Message Across 43 Voice • Clear and calm delivery • Good use of pitch, pace, pause, and projection • Speaks more quickly and loudly as he gets towards the end STAR East 2014 Version 1.0 85 Emotions • Heartfelt and sincere • Positive and enthusiastic • Connectedness and community: repeats USA often • Humility: "my presence here is unlikely", “I owe a debt” • Empathy: story about child who can’t read and senior citizen who can’t get medicine “that matters to me” STAR East 2014 Version 1.0 86
  46. 46. STAR East 2014 Getting Your Message Across 44 Techniques • Uses repetition • Uses famous cliches “I am my brother's keeper”, “Out of many, one” • Uses stories with vivid verbal imagery: “slaves sitting around fire singing”, “naval officer patrolling” • Speaks at level the average person can understand and uses examples they can relate to STAR East 2014 Version 1.0 87 STAR East 2014 Version 1.0 88 Testing Manifesto
  47. 47. STAR East 2014 Getting Your Message Across 45 1. Our primary aim is to protect the organisation, developers and users from defective software. 2. We respect the talents and capabilities of our developer colleagues and appreciate the complexities involved in the software development process. 3. Similarly, we are grateful that our developer colleagues understand and value our testing activities. 4. We are mindful of the fact that our colleagues are often working under substantial time and budget pressures, as we are too. 5. We acknowledge that we also make mistakes. STAR East 2014 Version 1.0 89 6. We seek to employ the most efficient and effective testing practices available to uncover issues. 7. While we have no desire to harm, criticise, or adversely affect our developer colleagues, we are nonetheless compelled to serve our primary aim. 8. We will report all issues dispassionately and factually, avoiding emotive expressions, and aiming to avoid apportioning blame on individuals or groups (where possible). 9. If we have raised an issue in error, we will happily cancel it provided an evidence-based explanation is given. 10. We are proud to be working alongside our developer colleagues, and the many other talented project team members, to achieve positive outcomes for all. STAR East 2014 Version 1.0 90
  48. 48. STAR East 2014 Getting Your Message Across 46 Key Points STAR East 2014 91Version 1.0 Key Points 1 • Emotional Intelligence (EI) provides guidance on how to work effectively with people. • This is especially relevant to the testing profession, with its pressures and tight timeframes. • EI breaks skills down into those relating to self and those relating to others. • Unlike IQ, which declines into old age, EI can be improved. • Your EI assessment result provides some guidance in relation to improvements you could make. STAR East 2014 Version 1.0 92
  49. 49. STAR East 2014 Getting Your Message Across 47 Key Points 2 • The amygdala is an area of the brain that can cause a "meltdown" if we are not in control of our emotions. • Motivation is important in understanding what drives us and others. • Conflict is something we must deal with to be effective. (Contrary to popular belief, the absence of conflict does not necessarily mean things are going well.) • Stress and anger management are important in our profession, which often involves long hours and weekend work. STAR East 2014 Version 1.0 93 Key Points 3 • Assertiveness is a skill we must develop so we are not constantly dumped on by work. • Nonverbal communication is important for us to communicate effectively but also for us to understand the subtexts of the communication of others. • The effective use of one's voice can be extremely powerful. • These days, with hectic schedules and short attention spans we tend not to listen enough, and this is a skill worth developing. STAR East 2014 Version 1.0 94
  50. 50. STAR East 2014 Getting Your Message Across 48 Key Points 4 • Empathy is a skill that allows us to understand others more deeply. • Feedback must be given sensitively, especially with criticism being a core part of our role. • We may have to silence our own “internal critic” at times. • Many of us are introverts, which can present challenges when wanting to participate more fully in team discussions. • Inspiring others is an important skill and we can draw on a range of EI techniques to achieve this. • It may be time for us to construct an EI-inspiredTesting Manifesto. STAR East 2014 Version 1.0 95 Recommended Reading STAR East 2014 96Version 1.0
  51. 51. STAR East 2014 Getting Your Message Across 49 Bradberry & Greaves 2009,Bradberry & Greaves 2009, Emotional Intelligence 2.0Emotional Intelligence 2.0 Cain, Susan 2012,Cain, Susan 2012, Quiet:The Power of Introverts in aWorldQuiet:The Power of Introverts in aWorld That Can't StopThat Can't StopTalkingTalking ClarkeClarke,, John 2007,John 2007, TheThe PocketPocket PsychoPsycho EllisEllis,, Albert 2002,Albert 2002, Anger: How to LiveWith andAnger: How to LiveWith andWithoutWithout ItIt Goleman, Daniel 1995,Goleman, Daniel 1995, Emotional IntelligenceEmotional Intelligence GolemanGoleman,, Daniel 2006,Daniel 2006, SocialSocial IntelligenceIntelligence Goleman,Goleman, Boyatzis &Boyatzis & McKeeMcKee 2013,2013, Primal LeadershipPrimal Leadership JeffersJeffers,, Susan 2006,Susan 2006, Feel the Fear and DoFeel the Fear and Do ItIt AnywayAnyway SeligmanSeligman,, Martin 2006,Martin 2006, Learned Optimism: How to ChangeLearned Optimism: How to Change Your Mind andYour Mind andYourYour LifeLife SmithSmith,, Manuel 1985,Manuel 1985, When I Say No, IWhen I Say No, I FeelFeel GuiltyGuilty Stein, Steven 2009, Emotional Intelligence for DummiesStein, Steven 2009, Emotional Intelligence for Dummies WildingWilding,, ChristineChristine 2008,2008, Teach yourselfTeach yourself Emotional IntelligenceEmotional Intelligence STAR East 2014 Version 1.0 97 ThankYou! An updated version of this presentation will become available on the STAR East website. For any enquiries contact: tom@thomasmccoy.com.au STAR East 2014 Version 1.0 98

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