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Deploy Empathy will help you learn the skill of interviewing your customers-learning to truly listen to them-so that you can pull out their hidden needs, desires, and processes.Empathy is a skill that anyone can learn. Armed with the tactics you'll learn in this book and the toolbox of scripts and phrases, you'll be able to sell more of your existing product, build the right features that will delight your customers, and stop churn in its tracks.By the end of this book, you'll be able to interview customers and potential customers with confidence."A smart look at one of business's most overlooked but critical topics." - Morgan Housel, Partner at Collaborative Fund and Author of the International Best-Seller The Psychology of Money"Deploy Empathy is a rare treat: a deep dive, by an expert practitioner, into customer interviews. In addition to strategic exhortations to keep the interview focused on the customer, the tactical advice about phrasing to draw out their opinions and emotions without biasing them is top notch. I'd heartily recommend it to anyone who builds or sells.Deploy Empathy is, far and away, the best book I've ever read on user interviews, filled with tactical insights that were new even having done hundreds of them." - Patrick McKenzie (aka patio11), Founder, Kalzumeus Software
A “profound” (Cynt Marshall, CEO of the Dallas Mavericks), timely, must-have guide to understanding and overcoming bias in the workplace from the experts at FranklinCovey. Unconscious bias affects everyone. It can look like the disappointment of an HR professional when a candidate for a new position asks about maternity leave. It can look like preferring the application of an Ivy League graduate over one from a state school. It can look like assuming a man is more entitled to speak in a meeting than his female junior colleague. Ideal for every manager who wants to understand and move past their own preconceived ideas, The Leader’s Guide to Unconscious Bias is a “must-read” (Sylvia Acevedo, CEO, rocket scientist, STEM leader, and author) that explains that bias is the result of mental shortcuts, our likes and dislikes, and is a natural part of the human condition. And what we assume about each other and how we interact with one another has vast effects on our organizational success—especially in the workplace. This book teaches you how to overcome unconscious bias and provides more than thirty unique tools, such as a prep worksheet and a list of ways to reframe your unconscious thoughts. According to the experts at FranklinCovey, your workplace can achieve its highest performance rate once you start to overcome your biases and allow your employees to be whole people. By recognizing bias, emphasizing empathy and curiosity, and making true understanding a priority in the workplace, we can unlock the potential of every person we encounter.
New York Post Best Book of 2016 We often think of our capacity to experience the suffering of others as the ultimate source of goodness. Many of our wisest policy-makers, activists, scientists, and philosophers agree that the only problem with empathy is that we don’t have enough of it. Nothing could be farther from the truth, argues Yale researcher Paul Bloom. In AGAINST EMPATHY, Bloom reveals empathy to be one of the leading motivators of inequality and immorality in society. Far from helping us to improve the lives of others, empathy is a capricious and irrational emotion that appeals to our narrow prejudices. It muddles our judgment and, ironically, often leads to cruelty. We are at our best when we are smart enough not to rely on it, but to draw instead upon a more distanced compassion. Basing his argument on groundbreaking scientific findings, Bloom makes the case that some of the worst decisions made by individuals and nations—who to give money to, when to go to war, how to respond to climate change, and who to imprison—are too often motivated by honest, yet misplaced, emotions. With precision and wit, he demonstrates how empathy distorts our judgment in every aspect of our lives, from philanthropy and charity to the justice system; from medical care and education to parenting and marriage. Without empathy, Bloom insists, our decisions would be clearer, fairer, and—yes—ultimately more moral. Brilliantly argued, urgent and humane, AGAINST EMPATHY shows us that, when it comes to both major policy decisions and the choices we make in our everyday lives, limiting our impulse toward empathy is often the most compassionate choice we can make.
Exploring the role of empathy in a variety of Pacific societies, this book is at the forefront of the latest anthropological research on empathy. It presents distinct articulations of many assumptions of contemporary philosophical, neurobiological, and social scientific treatments of the topic. The variations described in this book do not necessarily preclude the possibility of shared existential, biological, and social influences that give empathy a distinctly human cast, but they do provide an important ethnographic lens through which to examine the possibilities and limits of empathy in any given community of practice.
These days, consumers have real power: they can research companies, compare ratings, and find alternatives with a simple tap. Focusing on customer needs isn't a nice–to–have, it's a strategic imperative. The Jobs To Be Done Playbook (JTBD) helps organizations turn market insight into action. This book shows you techniques to make offerings people want, as well as make people want your offering.
In this "compelling scientific detective story," a leading neuroscientist looks for the nature of human kindness in the brains of heroes and psychopaths (Wall Street Journal). At fourteen, Amber could boast of killing her guinea pig, threatening to burn down her home, and seducing men in exchange for gifts. She used the tools she had available to get what she wanted, and, she didn't care about the damage she inflicted. A few miles away, Lenny Skutnik was so concerned about the life of a drowning woman that he jumped into the ice-cold river to save her. How could Amber care so little about others' lives, while Lenny cared so much? Abigail Marsh studied the brains of both psychopathic children and extreme altruists and found that the answer lies in our ability to recognize others' fear. And as The Fear Factor argues, by studying people who demonstrate heroic and evil behaviors, we can learn more about how human morality is coded in the brain. A path-breaking read, The Fear Factor is essential for anyone seeking to understand the heights and depths of human nature.
The purpose of this book is to REVOLUTIONIZE the way you do marketing! By the end of it you'll think smarter, plan better, have more customers and be more profitable.This book is written for ethical, values-based companies who have identified a real market need and have put their heart and soul into fulfilling that need with excellence and integrity.When you finish this book, you will be a better marketer. You will learn how to define your ideal customer experience; understand the importance of the customer's mindset at different buying stages; and increase the focus and effectiveness of your marketing strategies.
What happens when media technologies are able to interpret our feelings, emotions, moods, and intentions? In this cutting edge new book, Andrew McStay explores that very question and argues that these abilities result in a form of technological empathy. Offering a balanced and incisive overview of the issues raised by ‘Emotional AI’, this book: Provides a clear account of the social benefits and drawbacks of new media trends and technologies such as emoji, wearables and chatbots Demonstrates through empirical research how ‘empathic media’ have been developed and introduced both by start-ups and global tech corporations such as Facebook Helps readers understand the potential implications on everyday life and social relations through examples such as video-gaming, facial coding, virtual reality and cities Calls for a more critical approach to the rollout of emotional AI in public and private spheres Combining established theory with original analysis, this book will change the way students view, use and interact with new technologies. It should be required reading for students and researchers in media, communications, the social sciences and beyond.
Start Small, Stay Small is a step-by-step guide to launching a self-funded startup. If you're a desktop, mobile or web developer, this book is your blueprint to getting your startup off the ground with no outside investment.This book intentionally avoids topics restricted to venture-backed startups such as: honing your investment pitch, securing funding, and figuring out how to use the piles of cash investors keep placing in your lap.This book assumes: You don't have $6M of investor funds sitting in your bank account You're not going to relocate to the handful of startup hubs in the world You're not going to work 70 hour weeks for low pay with the hope of someday making millions from stock options There's nothing wrong with pursuing venture funding and attempting to grow fast like Amazon, Google, Twitter, and Facebook. It just so happened that most people are not in a place to do this.Start Small, Stay Small also focuses on the single most important element of a startup that most developers avoid: marketing. There are many great resources for learning how to write code, organize source control, or connect to a database. This book does not cover the technical aspects developers already know or can learn elsewhere. It focuses on finding your idea, testing it before you build, and getting it into the hands of your customers.
In this book, Cleo has successfully deployed the magical and powerful subtleties of storytelling and delivered them most engagingly. Its ten chapters are filled with insightful stories based on brutal honesty, personal experience, and self-reflection. Through artful storytelling, Cleo offers valuable leadership lessons for any aspiring leader or start-up business team seeking guidance and a framework to help develop and improve their leadership skills and sage advice to anyone who is searching for wisdom from someone who has learned and is still learning. He makes his point through personal stories, insightful quotes, anecdotes, and wise lessons from across the globe that I am sure will provoke introspection and give you pause to think and reflect on many levels related to your business and personal life. For many successful executives, it will serve as a reminder that we should sometimes jog the memory for insights that have, perhaps, been long forgotten.It's a book meant to be enjoyed with a steaming cup of coffee by your side. I hope you will like it, and learn from it, as I did.