Leading Products and Teams with Empathy

A Talk by Kate Trincsi
Senior Product Manager, Hootsuite

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About this talk

  • Defining empathy in the context of product.
  • The science of empathy: The role of mirror neurons; Empathy can be learned; Empathy nudges.
  • Can we have too much empathy? Empathy triggers - we close off when overwhelmed and avoid connection; PM burnout - PMs can carry the weight of the world when highly attuned to the needs of stakeholders and burnout directly impacts our ability to connect.
  • Leveraging empathy as a strength in working with stakeholders, and why it leads to better products. When most people think of empathy and product, they focus on interactions with the end user, yet there are many other opportunities to leverage empathy as a skill as PMs, including: End users - empathy mapping, active listening; Dev teams - including empathy nudges in scrum rituals, involve dev teams in understanding pain points; Internal stakeholders (e.g. other PMs, CS, support, etc.) - collaboration leveraging empathy, saying no with empathy and understanding.

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