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empathy mode lecture

6

empathy is:when you feel what the other person is feeling.when you can mirror their expression, their opinions, and their hopes.

empathy: what?

to understand people, and their spoken and unspoken needsto discover the meaningful challenge to take on

empathy: why?

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What we saw in the trauma room….

the trauma nurse’s perspective

Noise

Assertingauthority

Managing patient information

Identity confusion

Crowding & traffic

Trauma

“Many times people just don’t listen to me. I don’t feel like I have authority.”

“During a 99 there might be 50 people in the room that I have to manage.”

designers approach empathy . . .without judgmentwith a beginner’s eyeswith curiosityoptimisticallyrespectfully

empathize: how?

immerse. observe. engage.

empathize: how?

immerse. observe. engage.

empathize: how?

who and where?

central characters

who and where?

central charactersother stakeholdersextreme usersanalogous situations

who and where?

central charactersother stakeholdersextreme usersanalogous situations

needs and knowledge are more pronounced

who and where?

central characters

who and where?

central characters

otherstakeholders?

who and where?

central characters

otherstakeholders

who and where?

central characters

otherstakeholders

extremeusers?

who and where?

central characters

otherstakeholders

extremeusers

who and where?

central characters

otherstakeholders

extremeusers

analogous situations?

who and where?

central characters

otherstakeholders

extremeusers

analogous situations

tell me about the last time you _________?tell me about an experience you’ve had with _________?

seek stories

how did you feel when _________ happened?what were you feeling at that moment?

talk about feelings

really? can you tell me why that matters?

say more about that . . . i see . . . why do you feel that way?

okay. and that is important because why?

follow up with “why?”

IntroProject

Intro Yourself

Build Rapport

Evoke Stories

Explore Emotions

Question Statements

Thank & Wrap-up

anatomy of an interview

Question brainstorm Finding themes Question refinement

How to Prep for an Interview

Question brainstorm Finding themes Question refinement

How to Prep for an Interview

Can you tell me about the last time you went to the gas station?

Walk me through your steps—What do you do first?Next?What were you doing while waiting for it to fill up?

When driving up to the gas station, how do you feel?

Question brainstorm Finding themes Question refinement

How to Prep for an Interview

in the next 90 minutes:

- discuss where you will go and who to talk to- plan around your arranged interviews- prepare preliminary interview questions- exchange contact information and make a meet-up plan

empathy prep now