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Practical Empathy

Book Description

Conventional product development focuses on the solution. Empathy is a mindset that focuses on people, helping you to understand their thinking patterns and perspectives. Practical Empathy will show you how to gather and compare these patterns to make better decisions, improve your strategy, and collaborate successfully.

Table of Contents

  1. Cover Page
  2. Title Page
  3. Copyright Page
  4. How to Use This Book
    1. Who Should Read This Book?
    2. What’s in This Book?
      1. What Role Does Empathy Play in Your Work?
      2. Developing Empathy
      3. Applying Empathy
    3. What Comes with This Book?
  5. Frequently Asked Questions
    1. How are you using the word “empathy?”
    2. Can anyone learn how to be empathetic?
    3. How should I train to increase my empathy skills?
    4. What do I look for in a candidate when I need to hire an empathetic person?
    5. How can I train my team to be more empathetic?
    6. How do I clearly convey insights I’ve gained via empathy to my peers and decision-makers, even across departments?
    7. How does empathy improve my interaction design skills?
  6. Contents
  7. Foreword
  8. Introduction
  9. Chapter 1: Business Is Out of Balance
    1. Data and Analytics Take Priority
      1. Immature Data Practices
      2. Abuse of Scientific Terminology
      3. Constrained Collaboration
      4. Self-Focused Progress
      5. Lack of Listening
    2. What Makes a Person Tick?
    3. Rebalance Your Organization with Empathy
  10. Chapter 2: Empathy Brings Balance
    1. Empathy Is Not What You Might Think
    2. Empathy Becomes Your Practice
    3. Exhibit Understanding Instead of Competence
  11. Chapter 3: Put Empathy to Work
    1. Development Cycles
    2. The Stages of Developing and Applying Empathy
    3. The Logistics of Listening
      1. A Formal Listening Session
      2. Why Is a Remote Connection Okay?
      3. One at a Time
      4. No List of Questions
      5. Keep It Simple
  12. Chapter 4: A New Way to Listen
    1. This Is a Different Kind of Listening
      1. Fall into the Mindset
      2. Explore the Intent
      3. Make Sure You Understand
    2. Listen for Three Components
      1. Inner Thinking or Reasoning
      2. Reactions
      3. Guiding Principles
    3. Follow the Peaks and Valleys
      1. Start with a Broad Topic
      2. Let the Speaker Keep Choosing the Direction
      3. Dig into the Last Few Remarks
      4. Use the Fewest Number of Words Possible
      5. Reiterate a Topic
      6. Avoid Introducing Words the Speaker Hasn’t Used
      7. Try Not to Say “I”
    4. Be Supportive
      1. Don’t Fake It—React, Be Present
      2. Never Switch Abruptly
      3. Adapt Yourself to the Mood
      4. Don’t Cause Doubt or Worry
    5. Be Respectful
      1. Be the Undermind, Not the Overmind
      2. Resist the Urge to Demonstrate How Smart You Are
    6. Neutralize Your Reactions
      1. Notice Your Emotional Reactions
      2. Dissipate Your Reactions and Judgments
    7. Harness Your Emotional Empathy
    8. Practice Your Skills
      1. Practice 1: Where Will You Practice Listening?
      2. Practice 2: Identify Your Reaction/Assumption
      3. Practice 3: Classify What’s Being Presented
    9. Summary
  13. Chapter 5: Make Sense of What You Heard
    1. Pick Out the Concepts Each Participant Describes
    2. Make Sense of Each Concept
    3. What to Skip in the Transcript
      1. Explanation of Event, Process, or Scene
      2. Statement of Fact
      3. Opinion
      4. Preference
      5. Generalization
      6. Passive Behavior
      7. Conjecture
      8. Concepts That Are Out of Scope
    4. Your Goal Is to Get Better
    5. Write a Summary of Each Concept
    6. Start with the Verb
      1. Why a Verb?
      2. First Person, Present Tense
      3. Convey Emotional Reactions as Verbs
      4. Verbs to Avoid
    7. Write the Rest of the Summary
    8. Edit Until It’s Clean and Clear
      1. Ensure That Each Summary Is a Unique Thought
      2. Avoid Compound Sentences
      3. Read It Aloud
    9. Summary
  14. Chapter 6: Apply Empathy to What You Create
    1. Look for Patterns
      1. Quick Method: Seek Patterns by Memory
      2. Rich Method: Look for Patterns Across Summaries
        1. Consider One Summary at a Time
        2. Wrap Your Mind Around the Difficult Ones
      3. Assess Your Confidence
      4. The Difference Between Summary-and Memory-Generated Patterns
    2. Create Behavioral Segments from the Patterns
      1. Behavioral Segments First, Then Maybe Personas
      2. It’s a Rotating Cast
    3. Inspire Ideas
      1. Remind Yourself of Organizational Goals
      2. Start by Describing a Pattern
      3. First Person Pronoun “I”
      4. No Need for Scenarios
      5. Reasoning, Not Demographics
      6. Make Notes of the Ideas
      7. Test How Well You Are Empathizing
      8. Check the Ideas
    4. Solve for More
      1. Explore Varied Combinations
      2. Look for Enduring Directions
      3. Solve More Than Surface-Level Problems
      4. Keep in Mind Whom You Are Addressing
      5. Solve for the End Customer
    5. Practice These Skills
      1. Practice: Design-less Design Session
    6. Summary
  15. Chapter 7: Apply Empathy with People at Work
    1. Collaborate with People
      1. Perennial Listening
      2. Act Like a Pollinator
    2. Lead a Team
      1. More Perennial Listening
      2. Culture
    3. Understand Your Higher-Ups
      1. Search for the Reasoning
      2. Pushing Back Is Not Rebellion—It’s Collaboration
    4. Know Yourself
    5. Practice These Skills
      1. Practice 1: Know Yourself
      2. Practice 2: Begin to Understand Your Decision-Makers
    6. Summary
  16. Chapter 8: Apply Empathy Within Your Organization
    1. See from Your Organization’s Point of View
    2. Make Small Changes
      1. Include Support Objectives
      2. Seek the Root Cause
      3. Pivot
      4. Don’t Let Technology Define Your Projects
      5. Don’t Be Too Focused on Methods and Speed
    3. Blaze a Trail from Established Paths
    4. Address the Broader Landscape
    5. Practice These Skills
      1. Practice: Clarify the Purpose
    6. Summary
  17. Chapter 9: Where Do You Go from Here?
    1. Explain It to Others
    2. Go Small
    3. If You Do Only One Thing
    4. Secret Agenda
  18. Index
  19. Acknowledgments
  20. About the Author
  21. Footnotes
    1. Chapter 1
    2. Chapter 2
    3. Chapter 3
    4. Chapter 4
    5. Chapter 5
    6. Chapter 6
    7. Chapter 7
    8. Chapter 8