The Importance of Empathy in Product Management: Tips to Nurture Your Skill
Empathy is the ability to connect with another person's emotions, even if we haven't experienced the same situation they are going through. It means connecting with our own experiences and acknowledging the emotions we felt so we can relate to the person in front of us.
As a Product Manager, empathy is a crucial skill when dealing with people on multiple levels. Roman Pichler once said at a conference that empathy is a superpower that product people should have.
From a business perspective, it's important to understand the needs of customers to deliver a solution that addresses their pain points. For example, when testing a new console app for a ticketing solutions company on location, I learned that even after checking in, people may still need to leave to bring in a family member or take a call. This lesson allowed us to improve the process from a development, client, and customer support perspective.
On a human level, dealing with stressed individuals requires empathy to gain clarity in a situation. Acknowledging and creating a safe space for people to share their emotions can lead to a more calm and collective outcome. We can all feel frustrated at times, and sometimes it isn’t even related to the workplace. Therefore, by empathizing with that person, connecting with them, and expressing your understanding will lead to a easier road to resolution, no matter what it is.
Empathy is the foundation for effective leadership, which is crucial for realizing the vision of the product and aligning resources to make it happen. One of the elements of this is to create a safe space through empathy. If you look at the new campaign by Volvo, they state “When you feel safe, you can be truly free”. This stands true for teams and organizations as well. If your team feels safe to speak and express themselves, you are only creating more space for understanding and freedom, which is going to bring innovation to the next level.
If you’re looking to nurture your empathy skills, here are a few tips I would recommend.
Mindfulness
Turn inward with practices that work for you. Walking is great if you also want to get moving while at work. Become mindful by tuning into your steps and acknowledging your surroundings. A quick method to become mindful is the 5-4-3-2-1 model. By being mindful, it’s like creating a clear channel between you and others. I often use the image below to show how mindfulness can expand what we see and experience. If you’re constantly looking down, you’re only seeing what’s right in front of you, but when you become more mindful, you’ll see so much more!
Develop Emotional Vocabulary
Free writing/journal writing is a great way to just get started and get your emotions out on a page. If you’re like me, perhaps you need some help with this. I would recommend using a Feelings Wheel (below). While we always know the high level emotions, like happy and sad, once you dive deeper you’ll start to learn about the nuances. Another brilliant resource is “Atlas of the Heart” by Brene Brown. I love this book as it breaks emotions into themes, making it so much easier to relate it to real life scenarios.
https://feelingswheel.com/
Acting it Out
Have fun with nurturing your empathy skills! Create a character and scenario with your team to simulate testing with customers. You can’t always have your customers sitting beside you for ad-hoc testing, so mix it up with your team. You’ll start thinking from more the perspective of the user if you’re going to act it out.
Challenge Your Assumptions
Assumptions are the number one enemy of empathy. We all have assumptions, it’s only human. However, it becomes an issue when you hold onto those assumptions because you’re putting a block between yourself and others. Questioning assumptions can help you connect with people on a deeper level and inspire you to become more curious.
Photo by Norma Mortenson via Pexels
In conclusion, empathy is a superpower that every Product Manager should possess. By practicing empathy, you can better understand the needs of your customers and create solutions that address their pain points. Empathy also allows you to connect with individuals on a human level, leading to more calm and collective outcomes. With these tips, you can nurture your empathy skills and become a more effective Product Manager.
If you wish for your Product team, or the whole team, to level up their empathy skills, get in touch to organize an in-house or online workshop.
