Empathy: Beyond “Putting Yourself in Someone’s Shoes”
Empathy has become a buzzword in product development, thrown around liberally in discussions about user-centricity and design. But what does it truly mean, this word we bandy about so easily? As a researcher myself, I embarked on a quest to understand its depths, leading me to “Practical Empathy” by Indi Young, a researcher-turned-coach who delves into the concept from a product development perspective.
My initial understanding, shaped by everyday social interactions, was simplistic: empathy as simply “walking in another’s shoes.” However, the book unveiled a far richer tapestry, introducing various types: emotional, mirrored, and, most crucially, cognitive empathy. The latter, Young argues, is the key to truly understanding someone’s thoughts, emotions, and the “why” behind their actions.
Before we even think about applying empathy, though, we must develop it. And the cornerstone of this development, as Young emphasizes, is active listening. Not just surface-level hearing, but a conscious effort to clear our minds and approach the other person like a sponge, absorbing their perspective and reasoning without assumptions. By focusing on this “why,” we gain the context for their behaviour, unlocking the door to true empathy.
If someone you want to understand has the time, you take it. You drop into a neutral frame of mind, try to discover the deeper reasons behind what she is saying, and shut down your own thinking and emotions
Young, Indi. Practical Empathy (p. 46). Rosenfeld Media. Kindle Edition.
The benefits of empathy extend far beyond product development. In team settings, it acts as an antidote to ego and politics. By actively listening and understanding our colleagues’ viewpoints, we facilitate collaborative decision-making and avoid communication pitfalls. Empathy helps us fill in our collective blind spots, leading to better teamwork and, ultimately, better business outcomes.
More surprisingly, it fosters creativity. When we understand the context behind assigned tasks, we’re empowered to explore further, generate richer ideas, and avoid sterile, task-driven work that lacks true impact. It’s a paradigm shift: from passive execution to proactive exploration, driven by a deep understanding of the “why.”
Empathy, then, is not an innate talent reserved for the chosen few. It’s a skill, a muscle that can be strengthened through conscious effort and consistent practice. By actively listening to the reasoning, reactions, and guiding principles that shape people’s behaviour, we build the capacity to make better decisions, not just for products and businesses, but for ourselves and the world around us.
