Empathy Is A Technical Skill
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Empathy is a technical skill. Don’t worry. You read that correctly. While empathy is often cited as a critical “soft skill,” it doesn’t stop there. Empathy is also an incredibly technical topic that is more accessible to analytical engineers and more vital to building software than you might think. Andrea Goulet, a noted expert on communication in the software industry, will debunk several myths around empathy. That empathy is just a feeling. That technical folks can’t access empathy. And that empathy is just a high-level, touchy-feely fad. Andrea will demonstrate how empathy is a crucial skill for all developers of software, particularly those working with AI and Deep Learning. She'll focus on giving you practical and immediately actionable advice for making empathy a central focus of daily software development communication practices. You’ll walk away with a solid understanding of what empathy is, what it isn’t, how you can build your empathy skills, and a framework around improved empathic conversations. This talk has been presented as a keynote at conferences around the globe. If you're interested in hiring Andrea to present at your organization, please visit corgibytes.com for more information.
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Empathy Is A Technical Skill
- 1. @andreagoulet ANDREA GOULET CEO, CORGIBYTES @andreagoulet EMPATHY IS A TECHNICAL SKILL
- 4. @andreagoulet DELIVER VALUE QUICKLY COLLABORATE BUILD TRUST PRACTICE EMPATHY
- 6. @andreagoulet THE FIRST STEP? RECOGNIZE EMPATHY IS A SKILL NOT A TRAIT.
- 7. @andreagoulet I DON’T HAVE EMPATHY I’M NON- TECHNICAL
- 10. @andreagoulet EMPATHY IS A SKILL technical ^ THAT’sCRITICALFORCREATINGSUSTAINABLE andMaintainablesoftwaresystems.
- 12. @andreagoulet EMPATHY IS A SKILL THAT IS DEVELOPED BY LISTENING AND UNDERSTANDING THEN APPLIED BY PERSPECTIVE TAKING -INDI YOUNG
- 14. @andreagoulet MIRRORED EMPATHY STIMULATION OF MIRROR NEURONS IN YOUR BRAIN THAT CAUSES YOU TO ACT LIKE OTHER PEOPLE. USEFUL FOR ESTABLISHING RAPPORT Source: Practical Empathy by Indi Young
- 15. @andreagoulet EMOTIONAL EMPATHY REFERRED TO “AFFECTIVE EMPATHY” IN PSYCHOLOGY LITERATURE. YOU FEEL WHAT SOMEONE ELSE IS FEELING — LIKE LOSING YOURSELF WITH A CHARACTER IN A BOOK OR A MOVIE Source: Practical Empathy by Indi Young
- 16. @andreagoulet EMPATHETIC CONCERN Source: Practical Empathy by Indi Young UPON SENSING EMOTIONAL EMPATHY, YOU CONSIDER YOUR RESPONSE AND ACT UPON YOUR FEELINGS
- 17. @andreagoulet PERSONAL DISTRESS Source: Practical Empathy by Indi Young SEEING DISTRESS IN ANOTHER CAUSES A SHARP MOMENT OF THE SAME DISTRESS
- 18. @andreagoulet SELF-EMPATHY Source: Practical Empathy by Indi Young TURNING YOUR PURPOSEFUL DISCOVERY INWARD TO LEARN HOW YOUR OWN MIND REASONS AND REACTS
- 19. @andreagoulet COGNITIVE EMPATHY Source: Practical Empathy by Indi Young PURPOSEFULLY DISCOVERING THE UNDERLYING THOUGHTS AND EMOTIONS THAT GUIDE SOMEONE ELSE’S BEHAVIOR A RATIONAL AND ANALYTICAL PROCESS
- 20. @andreagoulet “EMPATHY IS AT THE HEART OF REAL RATIONALITY.” -GEORGE LAKOFF
- 21. @andreagoulet CORGIBYTES DEFINES EMPATHY AS: PROACTIVE PERSPECTIVE TAKING AND PROBLEM SOLVING.
- 22. @andreagoulet HOW DO I PRACTICE BUILDING EMPATHY FOR BETTER TRUST AND COLLABORATION?
- 23. @andreagoulet 1. PERSPECTIVE TAKING 2. NON-JUDGEMENT 3. UNDERSTAND OTHER PEOPLE’S FEELINGS 4. COMMUNICATE YOUR UNDERSTANDING 5. MINDFULNESS SKILLS FOR EMPATHY BUILDING
- 24. @andreagoulet 1. EXPRESS HONESTLY 2. RECEIVE EMPATHETICALLY SKILLS FOR EMPATHY BUILDING • ASK BEFORE OFFERING ADVICE OR REASSURANCE • LISTENING FOR FEELINGS AND NEEDS • REFLECT BACK MESSAGES THAT ARE EMOTIONALLY CHARGED • EMPATHIZE WITH SILENCE BY LISTENING FOR THE FEELINGS AND NEEDS BEHIND IT
- 25. @andreagoulet
- 26. @andreagoulet SKILLS FOR EMPATHY BUILDING • START WITH A BROAD TOPIC • USE THE FEWEST NUMBER OF WORDS POSSIBLE • AVOID INTRODUCING WORDS THE SPEAKER MAY NOT HAVE HEARD • TRY NOT TO SAY "I" • BE SUPPORTIVE AND PRESENT • RESIST THE URGE TO DEMONSTRATE HOW SMART YOU ARE • NEUTRALIZE YOUR REACTIONS LISTENING SESSIONS
- 27. @andreagoulet HOW DOES EMPATHY IMPROVE OUR CODE?
- 28. @andreagoulet CODE WITHOUT TESTS - Michael Feathers LEGACY CODE
- 36. @andreagoulet ARE WE INTENTIONALLY LEAVING ARTIFACTS TO HELP PEOPLE WHO COME AFTER US? (INCLUDINGOURFUTURESELVES)
- 39. @andreagoulet TERSE VERBOSE IN SOURCE CODE REPOSITORY NOT IN SOURCE CODE REPOSITORY AGENDAS TWITTER/FB MEETING NOTES COMMIT TITLES NAMING TIMESHEET/INVOICE NOTES PULL REQS ERROR MESSAGES SCENARIOSTESTS COMMUNICATION ARTIFACTS IN SOFTWARE COMMIT DESCRIPTIONS README “WHY” COMMENTS DEV ENV SETUP USER STORIES ISSUES/TICKETS LOG MESSAGES NOTIFICATIONS EMAILSSLACK STANDUPS RETROS STYLE GUIDES PROGRESS REPORTS ROADMAPS Q&A SITES STRATEGY PROJECT HISTORY ARCH DIAGRAMS WIKI SOURCE CODE DRY EXTRACTING METHODS SOLID
- 40. @andreagoulet EVERY ARTIFACT YOU DELIVER BUILDS TRUST
- 41. @andreagoulet EVERY ARTIFACT YOU DELIVER BUILDS TRUST
- 42. @andreagoulet EMPATHY DRIVEN DEVELOPMENT IS TRUST FISSION @andreagoulet TRUST FISSION
- 43. @andreagoulet EMPATHY DRIVEN DEVELOPMENT IS TRUST FISSION @andreagoulet TRUST FISSION COMMUNICATION ARTIFACT
- 44. @andreagoulet EMPATHY DRIVEN DEVELOPMENT IS TRUST FISSION MORE TRUST @andreagoulet TRUST FISSION COMMUNICATION ARTIFACT
- 45. @andreagoulet EMPATHY DRIVEN DEVELOPMENT IS TRUST FISSION MORE TRUST @andreagoulet TRUST FISSION COMMUNICATION ARTIFACT BECAUSE WE’RE PROACTIVELY VALIDATING NEEDS AND CONSTRAINTS, WE’RE NOT PRODUCING MORE DOCUMENTATION THAN WHAT’S NEEDED OR USEFUL.
- 47. @andreagoulet HOW DO WE USE EMPATHY TO DECIDE WHICH COMMUNICATION ARTIFACTS TO CREATE?
- 48. @andreagoulet IF TDD CAN BE DISTILLED INTO RED, GREEN, REFACTOR
- 49. @andreagoulet EMPATHY-DRIVEN DEVELOPMENT CAN BE DISTILLED INTO AUDIENCE & ACTION
- 52. @andreagoulet STEP 1: IDENTIFY INDIVIDUALS 1. START WITH THE GROUP 2. NARROW TO A ROLE 3. CONNECT WITH AN INDIVIDUAL “WE CAN PUT OURSELVES IN THE SHOES OF ONE PERSON. WE CAN’T PUT OURSELVES IN THE SHOES OF MANY.” - SAM HORN Source: https://samhornpop.wordpress.com/tag/the-empathy-telescope/
- 53. @andreagoulet YOU TEAM CUSTOMERS CO-WORKERS STAKEHOLDERS PAIR PARTNER PERSONA BUSINESS ANALYST CFO GROUPS ROLES WHOSE PERSPECTIVE DO WE NEED TO CONSIDER?
- 54. @andreagoulet YOU TEAM CUSTOMERS CO-WORKERS STAKEHOLDERS CHUNG SUSAN ED JAMAL GROUPS INDIVIDUALS WHOSE PERSPECTIVE DO WE NEED TO CONSIDER?
- 57. @andreagoulet STEP 2: CONSIDER CONTEXT 1. WHAT’S THEIR ENVIRONMENT? 2. HOW ARE THEY FEELING? 3. WHAT ARE THEY LIKELY TO DO? 4. WHAT HAVE THEY TRIED IN THE PAST? RESEARCH INSTEAD OF MAKING ASSUMPTIONS
- 60. @andreagoulet STEP 3: DEFINE THEIR NEEDS 1. WHAT’S THEIR PREFERENCE? 2. HOW DO THEY LIKE TO RECEIVE INFO? 3. WHAT DOES SUCCESS LOOK LIKE TO THEM? 4. WHAT WILL REDUCE THEIR STRESS? RESEARCH INSTEAD OF MAKING ASSUMPTIONS
- 61. @andreagoulet LISTENING SESSIONS REASONING REACTIONS GUIDING PRINCIPLES SOURCE: PRACTICAL EMPATHY BY INDI YOUNG
- 62. @andreagoulet IDENTIFY INDIVIDUALS 1 CONSIDER CONTEXT DEFINE THEIR NEEDS WHAT’S THE BEST ACTION? 2 3 4 AUDIENCE ACTIONS
- 63. @andreagoulet STEP 4: WHAT’S THE BEST ACTION? 1. WHAT’S THE IDEAL SOLUTION? 2. WHAT WOULD MAKE THE BIGGEST IMPACT? 3. IF YOU HAD NO CONSTRAINTS, WHAT ACTION WOULD YOU TAKE?
- 64. @andreagoulet
- 65. @andreagoulet IDENTIFY INDIVIDUALS 1 CONSIDER CONTEXT DEFINE THEIR NEEDS WHAT’S THE BEST ACTION? WHAT’S FEASIBLE? 2 3 4 5AUDIENCE ACTIONS
- 66. @andreagoulet STEP 5: WHAT’S FEASIBLE? 1. WHAT CONSTRAINTS DO YOU HAVE? 2. WHAT’S POSSIBLE GIVEN THOSE? 3. WHAT’S THE NEXT BEST ALTERNATIVE? 4. WHAT’S THE LEAST YOU CAN DO THAT WILL ADD VALUE?
- 67. @andreagoulet WHAT ARE YOU SHORT ON?
- 68. @andreagoulet IDENTIFY INDIVIDUALS 1 CONSIDER CONTEXT DEFINE THEIR NEEDS WHAT’S THE BEST ACTION? WHAT’S FEASIBLE? CREATE ARTIFACTS 2 3 4 5 6 AUDIENCE ACTIONS
- 69. @andreagoulet STEP 6A: PRODUCE PRIMARY ARTIFACT 1. INCORPORATE LEARNING INTO PRIMARY ARTIFACT 2. DELIVER
- 70. @andreagoulet STEP 6B: IDENTIFY SECONDARY ARTIFACTS 1. LIST ARTIFACTS THAT YOU CAN FEASIBLY CREATE 2. RUN THROUGH PROCESS RECURSIVELY
- 71. @andreagoulet AUDIENCE ACTION INDIVIDUAL CONTEXT NEEDS BEST ACTION FEASIBLE ACTION SECONDARY ARTIFACTS FREELANCE ARTIST (MALIK) USING THE APP, ON THE GO, FEELING DISTRACTED RESOLUTION, CLEAR ACTIONS TO TAKE VALIDATE FRUSTRATION, SECOND PERSON, ACTIVE VOICE, LINK TO A VIDEO TUTORIAL VALIDATE FRUSTRATION, SECOND PERSON, ACTIVE VOICE, DOCUMENT IDEA OF TUTORIAL WIKI UPDATE CUSTOMER SUCCESS MANAGER (TIARA) RESPONDING TO SUPPORT TICKET, PRESSURE TO REPLY & RESOLVE QUICKLY ACCURATE INFORMATION THAT’S EASY TO REFERENCE REFERENCE CODE IN ERROR MESSAGE, UPDATE RESPONSE LIBRARY CREATE ISSUE TO DOCUMENT REFERENCE CODE IDEA GITHUB ISSUE DEVELOPER (YOU) FIXING A BUG, SIX MONTHS SINCE YOU’VE LOOKED AT THE CODE MINIMAL CONTEXT SWITCHING, EASY TO UNDERSTAND PROBLEM & EDGE CASES FIX ALL THE BUGS, INCLUDING EDGE CASES FIX EDGE CASES WHEN THEY ARISE SELF-REVEALING CODE, TESTS, COMMIT MESSAGE, GITHUB ISSUE, JOURNAL ENTRY PRIMARY COMMUNICATION ARTIFACT: WRITING AN ERROR MESSAGE FOR A BOOKKEEPING APP
- 72. @andreagoulet TERSE VERBOSE IN SOURCE CODE REPOSITORY NOT IN SOURCE CODE REPOSITORY AGENDAS TWITTER/FB MEETING NOTES COMMIT TITLES NAMING TIMESHEET/INVOICE NOTES PULL REQS ERROR MESSAGES SCENARIOSTESTS COMMUNICATION ARTIFACTS IN SOFTWARE COMMIT DESCRIPTIONS README “WHY” COMMENTS DEV ENV SETUP USER STORIES ISSUES/TICKETS LOG MESSAGES NOTIFICATIONS EMAILSSLACK STANDUPS RETROS STYLE GUIDES PROGRESS REPORTS ROADMAPS Q&A SITES STRATEGY PROJECT HISTORY ARCH DIAGRAMS WIKI SOURCE CODE DRY EXTRACTING METHODS SOLID
- 73. @andreagoulet YOU ARE NOT CODING FOR THE COMPUTER. YOU ARE CODING FOR HUMANS. THE COMPUTER IS JUST A TOOL.
- 74. @andreagoulet KEY TAKEAWAYS • EMPATHY IS A TECHNICAL TOPIC • EMPATHY IS THE FOUNDATION OF COLLABORATION • EMPATHY IS A SKILL YOU CAN DEVELOP THROUGH PROACTIVE PERSPECTIVE TAKING AND PROBLEM SOLVING • WITHOUT EMPATHY, WE GET AN UNDESIRABLE CULTURE THAT MAKES IT DIFFICULT TO DELIVER QUALITY SOFTWARE • EMPATHY DRIVEN DEVELOPMENT = AUDIENCE & ACTION • INVOKE CURIOSITY, RESPECT, AND NON-JUDGEMENT