© 2014 Phase2
Empathy For Idiots: Becoming a Better Partner
For Your Clients
9 November 2014
BADCamp 2014
© 2014 Phase2
Who Are Clients?
● “Traditional” clients: work-for-hire● Ongoing partnerships● Stakeholders in an internal organization● Customers
© 2014 Phase2
“My Clients Are…”
● Idiots● Incompetent● Difficult● Insane● Frustrating● Toxic● Demanding● Confused● Always Mad● Jerks● A**holes
© 2014 Phase2 Q*Bert © Gottlieb
© 2014 Phase2
Your Clients Actually...
● Human beings● Are dealing with problems you may never have considered● Have skills and knowledge that you don’t● Have a better understanding of their business than you
● (Maybe still kind of difficult)
© 2014 Phase2
What Would We Like?
● Less stress, better relationships● To get it right the first time● Better insight for better recommendations● Trust and further engagement
Empathy can help us achieve these goals.
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Empathy For Idiots?
Image copyright © 2014 Matthew Inman. http://theoatmeal.com/comics/design_hell
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Empathy For Idiots?
https://www.flickr.com/photos/kevinmarsh/5903424338
https://www.flickr.com/photos/kevinmarsh/5903424338
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What Is Empathy?
© 2014 Phase2 https://www.flickr.com/photos/thatgirlcrystal/6660793217
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Sympathy
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Empathy
https://www.flickr.com/photos/49333775@N00/3775013030
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● Seeing and respecting others’ perspectives● Staying out of judgement● Recognizing emotion in others● Communicating emotion and understanding
Four Qualities of Empathy
Wiseman, T. (1996), A concept analysis of empathy. Journal of Advanced Nursing, 23: 1162–1167. doi: 10.1046/j.1365-2648.1996.12213.x
© 2014 Phase2
© 2014 Phase2
How Can We Develop Empathy?
© 2014 Phase2
● Sometimes the best thing you can do is be quiet.
● Use leading questions.
Observe: Listen
https://www.flickr.com/photos/alancleaver/4102645583/
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● Meditation can be helpful.
● Learn to see your reactions as your own thoughts and feelings.
Observe: Know Yourself
https://www.flickr.com/photos/andrewmorrell/74859482
© 2014 Phase2
● Don’t limit yourself to ideas you already agree with.
● Make sure you diversify who you interact with.
Observe: Understand Diversity
https://www.flickr.com/photos/librarianbyday/4301281196/
© 2014 Phase2
● Relationship communication technique
● Reword the other party’s statement back to them
Communicate: Restate
© Tom Gauld
© 2014 Phase2
● Often the listener tries to help.○ It’s not so bad...○ Look on the bright side..○ Why don’t you try…?
Communicate: Don’t Invalidate
https://www.flickr.com/photos/librarianbyday/4301281196/
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Empathy in Action
© 2014 Phase2
Get to Know Your Clients
https://www.flickr.com/photos/lenartney/4466889242
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© 2014 Phase2
© 2014 Phase2
© 2014 Phase2
Example: Carousels
http://shouldiuseacarousel.com/
© 2014 Phase2
Example: Carousels
http://shouldiuseacarousel.com/
© 2014 Phase2
Example: Your Product Owner
https://www.flickr.com/photos/joepemberton/2886313920/
© 2014 Phase2
Example: Your Product Owner
https://www.flickr.com/photos/joepemberton/2886313920/
© 2014 Phase2
Example: Your Product Owner
● Questions that most people are most engaged in are:○ What should I be afraid of?○ Who’s to blame?
“Blame is a discharge of pain and discomfort and doesn’t have to do with accountability.” - Dr. Brené Brown
© 2014 Phase2
“Be kind, for everyone you meet is fighting a hard battle.”
- not Plato
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Example: Getting It Right
http://www.paragoninnovations.com/guide.shtml
© 2014 Phase2
Example: Getting It Right
“We don’t give the client what they want;we give the client what they need.”
-Every arrogant, obnoxious web agency ever
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Example: Building Trust
https://www.flickr.com/photos/extraface/2108370738/
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Example: Building Trust
● Grow over time from a services provider to a “trusted advisor”
● Client trust can make or break an engagement
© 2014 Phase2
Empathy in Other Areas
© 2014 Phase2
● UX is empathy as a discipline
● RWD keeps in mind other perspectives and views
● David Spira, “Amazing Design Through Empathy”
Empathy in Design
http://video.mit.edu/watch/amazing-design-through-empathy-28688/
© 2014 Phase2
● RWD● Performance
optimization● Cross-browser testing● Developing for
accessibility
Empathy in Development
http://www.slideshare.net/Phase2Technology/drupal-camp-accessibility-presentation-2013
© 2014 Phase2
● Diversity in teams increases empathy & performance
Empathy in Teams
https://www.youtube.com/watch?v=aASxkeUwTqA
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Questions? Thoughts? Feelings?
© 2014 Phase2
