A refresher course in empathy
37signals.com
A refresher course in empathy
1–10 of 45 posts
Re: A refresher course in empathy
#2SVN is in that URL: http://37signals.com/svn/posts/3567-a-refresher-course-in-em...
Does 37signals still use SVN and uses it to host their content directly?
Re: A refresher course in empathy
#3SVN is in that URL: http://37signals.com/svn/posts/3567-a-refresher-course-in-em... Does 37signals still use SVN and uses it to host their content directly?
I think it is an abbreviation for signals versus noise (s/n) which used to be the title of their blog.
Re: A refresher course in empathy
#4SVN is in that URL: http://37signals.com/svn/posts/3567-a-refresher-course-in-em... Does 37signals still use SVN and uses it to host their content directly?
I think it is an abbreviation for signals versus noise (s/n) which used to be the title of their blog.
it's still called signal vs. noise, but they use the name as heavily any more. From the page header:
You’re reading Signal vs. Noise, a publication about the web by 37signals since 1999.
Re: A refresher course in empathy
#5When I saw this was on the 37signals blog, I reflexively expected a post by DHH, and now my funny bone is disappointed.
Snark aside, any trick you can use to place the humanity of the other person you're interacting with in the forefront is going to help you avoid snapping at them, which is generally a good thing. The world can always use a little less hostility.
Re: A refresher course in empathy
#6Today you, tomorrow me.
Just to add content: hardware, software, programming, protocols, networks, chips, cords, formats, and onward. We are in a profession that creates a certain amount of ego once we have overcome an obstacle. There is an endless amount of information with an endless growth rate regarding technology. We are all ignorant -- it is just to what degree and which niche! I still remember 15 years ago and having my feelings hurt on a daily basis on EFnet. It hardened me, but I also learned how to dish out tolerance.
Re: A refresher course in empathy
#7For a customer that just doesn't get it, I don't see why the dishwasher/vacuum cleaner analogy is bad as long as it's delivered nicely.
Re: A refresher course in empathy
#8Empathy to that level gets expensive! You have to really feel it to do it.
Re: A refresher course in empathy
#9What possible worth would we get from being empathetic with people who can't even understand the difference between ours and somebodyelse website? They are unlikely to become customers, and each support incident cost the company money.
Yeah I am sure there is an emotional reason for it, but I am asking for a cold hearted logic reason.
Re: A refresher course in empathy
#10Amusingly, this post made a lot more sense when I remembered that boxers are a type of dog.
That said, it's a great post and something that is all too easy to forget when you work with people, who often get angry at you when things aren't going their way. It's really kind of unfortunate, too; most companies have trained people that anger really is the best way to get something. If you yell, you might get a manager, and eventually the company just wants to placate you so that you go away. Now, people just reach for anger...