<h2><strong>Empathy Map </strong>(with scenarios)</h2><h3> </h3>
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<h2><strong>Emotional Intelligence and Empathy</strong></h2>
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<h2>Aims</h2>
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<p><span style="font-size:1.125em;">With the help of an empathy map it is possible to better perceive another person </span></p><ul><li><span style="font-size:1.125em;">Perceive needs, feelings, hopes, successes and fears related to different situations. </span></li></ul>
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<h2>Outcomes</h2>
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<ol><li><span style="font-size:1.125em;">Better understanding of the thoughts, feelings and actions of different people.</span></li><li><span style="font-size:1.125em;">Better understanding to help build trust and relationship, making it easier to navigate complex social dynamics.</span></li><li><span style="font-size:1.125em;">Through increased understanding, an individual can function better in various interaction situations. Collaboration and teamwork improve, and to work more effectively towards common goals. </span></li></ol>
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<p><span style="font-size:1.125em;">You are already starting to have your own idea of what empathy is.</span><br><br><span style="font-size:1.125em;">Let's explore the topic with a scenario exercise:</span></p>
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<ol><li><span style="font-size:1.125em;">Select the target person with whom the interaction will take place.</span></li><li><span style="font-size:1.125em;">Consider how you would react to an imaginary situation at work.</span></li></ol>
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<h2><strong>Scenarios</strong></h2>
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<p><span style="font-size:1.25em;color:rgb(0,0,0);"><strong>Scenario 1: Supervisor</strong> </span></p><p><span style="font-size:1.25em;color:rgb(0,0,0);">It has been difficult to reach your supervisor lately. Your work is mostly remote, but you have video conferencing facilities and actively communicate with others via email, chat and phone. You do not attend the team's face-to-face meetings unless there is a compelling need, a matter of a notification nature. </span></p><p><span style="font-size:1.25em;color:rgb(0,0,0);"> You feel that you are too alone and need more support and interaction with your supervisor. This is why you would like to bring up the situation, as you need more advice and help in your work specifically from your supervisor. You send him a request for an appointment. He will respond to your request but will not meet with you in the end. </span></p><p><span style="font-size:1.25em;color:rgb(0,0,0);"> You have heard rumours that he has personal problems in the family. In addition, his own supervisor has changed, and his workload has increased significantly due to changes in the organisation. </span></p>
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<p><span style="font-size:0.875em;color:rgb(0,0,0);background-color:hsl(30, 75%, 60%);"><strong>Supervisor</strong> </span></p>
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<p><span style="font-size:0.875em;background-color:hsl(60,75%,60%);"><strong>Customer</strong></span></p>
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<p><span style="color:rgb(0,0,0);"><strong>Scenario 2: Customer</strong> </span></p><p><span style="font-size:1.125em;color:rgb(0,0,0);">Your customer calls your business. They are angry and disappointed; they feel that the service promised to them has been delivered later than what was agreed when ordering and blames the customer service representative for the situation. The customer had taken time off work and eventually had to ask their neighbour for the service. According to your system, no error has occurred, and you will have to explain this to the client, which will become even more agitated. </span></p><p><span style="font-size:1.125em;color:rgb(0,0,0);">The customer, is angry, accuses the company and the agent of being fraudulent and ends the call by slamming the handset in your ear and says that they will take the matter further. </span></p><p><span style="font-size:1.125em;color:rgb(0,0,0);"> </span></p>
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<p><span style="font-size:0.875em;color:rgb(0,0,0);background-color:hsl(150,75%,60%);"><strong>Team Member</strong> </span></p>
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<p><span style="color:rgb(0,0,0);"><strong>Scenario 3: Your Team Member</strong> </span></p><p><span style="font-size:1.125em;color:rgb(0,0,0);">You act as a team leader, one of whose members has recently been irritable and evasive. They do not do all the agreed work, does not participate in development projects or always in joint meetings at the office or remotely. You feel that their work input is not at the same level as before and dissatisfaction is growing among other employees. </span></p><p><span style="font-size:1.125em;color:rgb(0,0,0);">They easily get upset and shifts his accusing gaze to colleagues and customers. You doubt their competence, but they deny this, and do not take advice. Others in the team have reported difficulties in collaborating and they also suspect that the person does not have enough technical skills required for the job. </span></p><p><span style="font-size:1.125em;color:rgb(0,0,0);"> </span></p>
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<p><span style="font-size:1.25em;color:rgb(0,0,0);"><strong>Scenario 4: Colleague</strong> </span></p><p><span style="font-size:1.125em;color:rgb(0,0,0);">Your colleague has become very critical of change and is strongly opposed to changing ways of working to align with the organisation's policies. They think that the changes will increase unnecessary work and bureaucracy. </span></p><p><span style="font-size:1.125em;color:rgb(0,0,0);"> The team is used to operating in a self-directed manner, and the supervisor has hardly interfered with the team's previous operating methods. </span></p><p><span style="font-size:1.125em;color:rgb(0,0,0);">Your colleague easily becomes agitated when defending their own point of view and will not easily change perspective. The situation is likely to be difficult for them, including others, because situations generate challenging emotions and things get stuck at dead end. You often come back to them again and things do not move forward. </span></p><p><span style="font-size:1.125em;color:rgb(0,0,0);">Your colleague works in the same office or at home on remote days. Lately, they have started avoiding shared office days. In the past, they have considered them important because they have brought a welcome change to their everyday life. </span></p><p><span style="font-size:1.125em;color:rgb(0,0,0);"> </span></p>
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<p><span style="color:rgb(0,0,0);"><strong> </strong></span><span style="font-size:0.875em;color:rgb(0,0,0);background-color:hsl(180, 75%, 60%);"><strong>Colleague</strong> </span></p>
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<p><span style="font-size:1.25em;color:rgb(0,0,0);"><strong>Scenario 5: Partner</strong> </span></p><p><span style="font-size:1.125em;color:rgb(0,0,0);">Your partner will contact you by email. They worry that an employee of your company has acted negligently in security matters. </span></p><p><span style="font-size:1.125em;color:rgb(0,0,0);">They point out that they can no longer trust you or your company's employees or the quality of services. </span></p><p><span style="font-size:1.125em;color:rgb(0,0,0);">You tell them that it will take a week to complete the security clearance. You promise to get back to them when the investigation is completed. </span></p><p><span style="font-size:1.125em;color:rgb(0,0,0);"> The customer suspects that the report will not be of sufficient quality, impartial and wants to know exactly what the process will be like. </span></p><p><span style="font-size:1.125em;color:rgb(0,0,0);"> </span></p>
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<p><span style="font-size:0.875em;color:rgb(0,0,0);background-color:hsl(0, 0%, 90%);"><strong>Partner</strong> </span></p>
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<p><span style="font-size:1em;background-color:hsl(60,75%,60%);"><strong>Click on the i symbol to see the description!</strong></span></p>
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<p>First reaction: Save the text you wrote for yourself using the "Export Text" button<br>on the last slide.</p>
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<p><span style="font-size:1em;color:rgb(0,0,0);background-color:rgb(255,255,255);">The task is to consider the scenario through the person of your choice in more detail. First, think about:</span></p><p><span style="font-size:1em;color:rgb(0,0,0);background-color:rgb(255,255,255);">What is your first reaction, feeling, and what you would like to say in the situation? (You can write your thoughts in your own notes or in the Text Area below.)</span></p><p><br> </p>
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<h2><span style="color:rgb(0,0,0);background-color:rgb(255,255,255);"><strong>First Reaction</strong></span></h2>
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<p><span style="font-size:1em;color:rgb(0,0,0);background-color:rgb(255,255,255);">Start by considering</span></p><ul><li><span style="font-size:1em;color:rgb(0,0,0);background-color:rgb(255,255,255);">What the person in the situation is saying, what kind of words they use, in what tone, etc.?</span></li><li><span style="font-size:1em;color:rgb(0,0,0);background-color:rgb(255,255,255);">What are they visible doing in the situation?</span></li><li><span style="font-size:1em;color:rgb(0,0,0);background-color:rgb(255,255,255);">What kind of thoughts might lie behind their words and actions?</span></li><li><span style="font-size:1em;color:rgb(0,0,0);background-color:rgb(255,255,255);">What kind of feelings might the situation evoke in them? </span></li></ul>
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<p><span style="font-size:1.125em;"><strong>Next, explore your own way of relating to the scenario in more detail in two stages using the Empathy Map.</strong></span></p>
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<h3><span style="font-size:1.25em;color:rgb(0,0,0);background-color:rgb(255,255,255);"><strong>STEP 1</strong></span></h3>
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<h3><span style="font-size:1.25em;"><strong>STEP 1</strong></span></h3>
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<p><span style="font-size:1.125em;color:rgb(0,0,0);background-color:rgb(255,255,255);">You can write your thoughts in your own notes or in the Text Area on the next page.</span></p>
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<p><strong>STEP 1:</strong> What the person in the situation is saying, what kind of words they use, in what tone, etc.? What are they visible doing in the situation? What kind of thoughts might lie behind their words and actions? What kind of feelings might the situation evoke in them? </p><p>(Save the text you wrote for yourself using the "Export Text" button on the last slide.)</p>
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<ul><li><span style="font-size:1em;color:rgb(0,0,0);background-color:rgb(255,255,255);">Think about what things they find difficult in the situation, what are the difficult pressure points for them?</span></li><li><span style="font-size:1em;color:rgb(0,0,0);background-color:rgb(255,255,255);">What kind of things make them feel successful and satisfied? </span></li></ul>
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<h3><span style="font-size:1.25em;color:rgb(0,0,0);background-color:rgb(255,255,255);"><strong>STEP 2</strong></span><br> </h3>
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<p><span style="font-size:1.25em;"><strong>STEP 2</strong></span></p>
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<p><span style="font-size:1.125em;color:rgb(0,0,0);background-color:rgb(255,255,255);">You can write your thoughts in your own notes or in the text box on the next page.</span></p>
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<p><strong>STEP 2:</strong> Think about what things they find difficult in the situation, what are the difficult pressure points for them? What kind of things make them feel successful and satisfied? </p><p>(Save the text you wrote for yourself using the "Export Text" button on the last slide.)</p>
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<p><span style="font-size:1.125em;color:rgb(0,0,0);">Go back to the beginning of the scenario exercise. </span></p><p><span style="font-size:1.125em;color:rgb(0,0,0);">Before the empathy map exercise, the task was to think about the first reaction to the situation of the person chosen. </span></p><p><span style="font-size:1.125em;color:rgb(0,0,0);">Think about how thoughts changed when you put yourself in the shoes of the person you have chosen and think about what the person says, does, thinks and feels in the situation, and what kind of pressure points and successes you can identify in their situation. </span></p><ul><li><span style="font-size:1.125em;color:rgb(0,0,0);"><strong>What are your conclusions?</strong></span></li></ul><p><span style="font-size:1.25em;color:rgb(0,0,0);"> </span></p>
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<h2><span style="color:rgb(0,0,0);"><strong>Scenario exercise summary</strong> </span></h2><h3><span style="color:rgb(0,0,0);"> </span></h3>
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<p>Think about how thoughts changed when you put yourself in the shoes of the person you have chosen and think about what the person says, does, thinks and feels in the situation, and what kind of pressure points and successes you can identify in their situation. </p><p><strong>What are your conclusions?</strong></p><p>(Save the text you wrote for yourself using the "Export Text" button on the last slide.)</p>
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