Deep Understanding: Empathy & Active Listening

Opening Keynote: Indi Young , Cofounder, Adaptive Path, and Author: Mental Modes and Practical Empathy.

THE IMPACT OF DEEP UNDERSTANDING

Young’s focus on deep understanding is propelled by the fact there are “a variety of different kinds of research” and that they are currently “constrained by the existing system.” The different kinds of research are Quantitative, Qualitative, Generative, and Evaluate. However, Young states that there is another kind of research “problem space or understanding the human” through cognitive empathy (yellow space above the the four other colored spaces):

Furthermore, this new "problem space" goes hand in hand with addressing “solution-framed and problem-framed” issues at an organization or workplace. However, Young discloses that “problem-framed” is better termed “purpose-framed.” Then, she takes it one step further to address how to support purpose-framed issues through understanding or empathy. So, as information professionals (who specialize in customer service) we should support a person (their reference question, issues, conflict, etc.) or team member (team projects, brainstorming ideas, programming) through empathy by what you make AND how you act in the situation.

Thus, Young suggests support people through practicing empathy (emotional and cognitive)  and listening (active) at work. Listening and empathy go hand-in-hand as skill for deeply understanding not only patrons and users, but fellow staff and team members.  Although, I feel that we all do this as the best of our ability - but as with anything - we can all grow, right?

So empathy: the first kind is affective or emotional empathy is to support another person through an emotional process which is real time, like INSIDE OUT:

While, cognitive empathy is understanding the inner voice as a person aims for an intent or purpose and supporting them to achieve their purpose over-time.

However, Young greatly emphasizes that empathy being developed through active listening.

I would say these skills could be used by staff and patrons to establish great customer service, user experience and community. Active listening without judgement and contempt will build trust especially through rapport which will in turn lead to a stronger community (patron and library interactions) and RC team (staff interactions).

The impact of deep understanding can lead to supporting the thinking and philosophies of the person, create different experience for people whose philosophies are different enough, competed based on intrinsic values solely than on profit.

In conclusion, empathy, active listening, and viewing patrons or users as human and people instead of numbers or statistics are essential for harnessing deep understanding to providing useful and impactful services. Thus, in terms with presentation, I feel our organization is already utilizing these skills in terms of programming and services and will continue to do so!