Elevate Playbook - loop

“

When you show deep empathy toward others, their defensive energy goes down, and positive energy replaces it. That’s when you can get more creative in solving problems .” –Stephen Covey

Empathy vs Sympathy

Watch this video to see the difference

Empathy and EmpathyMapping

Why can empathy be challenging?

Understanding our customers’ needs and expectations is an important clue in providing great customer experiences. During the Elevate workshop we explore Empathy Mapping to help us best

Empathy maps can be helpful when: • Elaborating on a customer’s persona • Capturing behaviours when interviewing a customer

It can be difficult to empathise when each person has their own values, cultural understandings, backgrounds, and perspectives. The next time you are supporting a customer who you find it difficult to empathise with, challenge yourself to keep the customer at the centre. You will find that empathising and putting yourself in someone else’s shoes:

• Improves communication • Strengthens working relationships • Boosts creative thinking • Enhances customer service

• Building out the ‘customer’ in a relevant ‘realistic’ story

understand our customers. Empathy maps can be used whenever you find a need to immerse yourself in a customer’s environment.

What is empathy? Empathy is the ability to understand someone else’s feelings and experiences. Being empathetic can allow you to understand someone else’s perspective, strengthen your ability to connect with others and help you to develop a broader view of the world.

“

Empathy is about standing in someone else’s shoes, feeling with his or her heart, seeing with his or her eyes. Not only is empathy hard to outsource and automate, but it makes the world a better place.” –Daniel H. Pink

This also allows you to better understand that your actions

impact other people, which can lead to more productive conversations, especially when interacting with people with different backgrounds and perspectives.

23

24