Q&A from my recent workshops
Active listening is not simply about trying to recognize a person’s emotion.
I spend 10x the hours in analysis as I do in the listening sessions.
You can’t develop cognitive empathy just by looking
This case study aims to encourage you to get some problem-facing research started, using practical empathy and mental model diagrams. Researching the problem (as opposed to the solution) is a lot easier than you might suspect. So here’s the example: I… Read More
Creative Mornings is a global breakfast lecture series for the creative community. There are monthly themes, and the theme for September 2015 was “empathy.” I was invited to speak at the Oakland chapter of Creative Mornings. I cover… Read More
The practice of note-taking is heavily ingrained. Throughout school, students take notes as a way of remembering things and as a sense-making tool. This carries over into people’s professional lives. There is a time, however, when taking notes… Read More
Much of the time, people default to generalizations when describing how they approach things. It’s habit. Generalizations unfortunately tend to gloss over the details of thinking and reacting and instead focus on explanation. When developing empathy, you want… Read More
This article originally appeared in the inaugural edition of Scroll magazine in September 2008. Reprinted below. “You cannot develop a good solution for someone without empathising with that person. Maybe you know the facts. For example, a customer needs to… Read More