Wake-up Series: Empathy in a Business Context

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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.

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Wake-up Series: Empathy in a Business Context

  1. 1. WAKE-UP SERIES EMPATHY IN A BUSINESS CONTEXT Octavian Mihai March 26, 09 JaimeCandy.com :: Strategic Management. No drama.
  2. 2. EMPATHY <ul><li>Ability to put yourself in other’s shoes </li></ul>JaimeCandy.com :: Strategic Management. No drama.
  3. 3. Context JaimeCandy.com :: Strategic Management. No drama.
  4. 4. Understanding <ul><li>Feelings </li></ul><ul><li>Needs </li></ul><ul><li>Strengths </li></ul><ul><li>Weakness </li></ul>JaimeCandy.com :: Strategic Management. No drama.
  5. 5. Qualities <ul><li>Selfless (remember this) </li></ul><ul><li>Outside the box </li></ul><ul><li>Education (understanding the context) </li></ul><ul><li>Emotional intelligence </li></ul>JaimeCandy.com :: Strategic Management. No drama.
  6. 6. Why so hard? <ul><li>Individualism </li></ul><ul><li>Inside the box (comfort zone, status quo) </li></ul><ul><li>Education (understanding the context) </li></ul><ul><li>Emotional intelligence </li></ul>JaimeCandy.com :: Strategic Management. No drama.
  7. 7. Understand both sides <ul><li>Act as the other person is you </li></ul><ul><li>vs </li></ul><ul><li>Act as you are the other person </li></ul>JaimeCandy.com :: Strategic Management. No drama.
  8. 8. Client Understanding <ul><li>The client/user/team does not understand me </li></ul><ul><li>vs </li></ul><ul><li>You don’t understand the client / user / team </li></ul>JaimeCandy.com :: Strategic Management. No drama.
  9. 9. Client Asks-for vs Needs <ul><li>Asks-for vs Needs </li></ul><ul><li>Faster horse vs Move faster </li></ul><ul><li>understanding context / public / private </li></ul>JaimeCandy.com :: Strategic Management. No drama.
  10. 10. Exploiting Empathy <ul><li>Target the weakness – create need </li></ul><ul><li>Do not help </li></ul><ul><li>The best villains are empathetic. </li></ul>JaimeCandy.com :: Strategic Management. No drama.
  11. 11. An ethic way out <ul><li>Selfless => Ethic </li></ul>JaimeCandy.com :: Strategic Management. No drama.
  12. 12. Be good <ul><li>Put yourself in other’s shoes. </li></ul><ul><li>If we think we are good, by being empathetic we assume the other person is good. </li></ul>JaimeCandy.com :: Strategic Management. No drama.
  13. 13. Advantages <ul><li>Sales </li></ul><ul><li>Product development </li></ul><ul><li>UX </li></ul><ul><li>Management </li></ul><ul><li>Negotiations </li></ul><ul><li>Understand both sides </li></ul><ul><li>-> less $$$ </li></ul>JaimeCandy.com :: Strategic Management. No drama.
  14. 14. UX - Esthetics vs usability (both empathetic UX – emotional vs utility) JaimeCandy.com :: Strategic Management. No drama.
  15. 15. Storytelling as a covert empathetic tool JaimeCandy.com :: Strategic Management. No drama.
  16. 16. Meet Albert <ul><li>Senior Vice-President </li></ul><ul><li>What’s his real story? Redefine how you think about audience segmentation. </li></ul>JaimeCandy.com :: Strategic Management. No drama. http://www.flickr.com/photos/nostri-imago/3208473232/
  17. 17. Meet Jen <ul><li>Teenager What’s her real story? Redefine how you think about audience segmentation. </li></ul>JaimeCandy.com :: Strategic Management. No drama. http://www.flickr.com/photos/orangeacid/594278237/
  18. 18. Meet Pat <ul><li>Programmer </li></ul><ul><li>What’s his real story? Redefine how you think about audience segmentation. </li></ul>JaimeCandy.com :: Strategic Management. No drama. http://www.flickr.com/photos/zachklein/54408515/
  19. 19. Is having empathy a virtue? <ul><li>Nope. </li></ul>JaimeCandy.com :: Strategic Management. No drama.
  20. 20. Empathy vs Compassion <ul><li>[Discussion] </li></ul>JaimeCandy.com :: Strategic Management. No drama.
  21. 21. Who has to be empathic in an organization?? <ul><li>[Discussion] </li></ul><ul><li>Everybody. Although some more than others. </li></ul><ul><li>We expect this from managers and customer relations people, but how about the other way around. </li></ul>JaimeCandy.com :: Strategic Management. No drama.
  22. 22. Thank you <ul><li> </li></ul>JaimeCandy.com :: Strategic Management. No drama.

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