coaches, 167, 169–72
cognitive biases, 31, 40
community, 150
Community Self, 71
five-minute contemplation for, 91–92
Nike strategy and, 75, 80–81
company, 97–98
behaviors of, 178, 188, 190–91, 200
brand of, 97, 177–78
guidelines for, 186
indigeneity in, 161
competitors of, 28, 29, 196
direct, 180
indirect, 180
connecting to roots of, 162–66
consumers of, 101, 125
in Empathy Venn (EV), 176, 178–79, 195
end, 178
wholesalers, 179, 195
as cube, 102, 103
culture of, see company culture
in Empathy Venn (EV), 176–78, 194–95
language of, 150, 163–64
leadership in, see leaders, leadership
origin story of, 146–48, 150
connecting with, 159–60
of General Electric, 147
of Levi’s, 153, 157, 159
writing down, 163
pain points in, 164
principles of, 197
processes of, 197
information gathering, 126–27
traditional, 160–62, 164–65
products and services of, 177, 187, 189, 197, 198
purpose of, 150, 165–66
teams in, 177, 197
checking in with, 203–4
rituals for, 228
traditions of, 150, 160–62, 164–65
company culture, 101–3, 106, 107–8, 119
alignment in, 98–99, 101, 106, 184–87, 192, 197–98
top-down versus bottom-up, 110, 117–22
exploring, 134
competitors, 28, 29, 196
direct, 180
indirect, 180
computers, 2–3
computer science, 114
Comstock, Beth, 14, 15
Confidant, 53
questions for, 84
connecting one-on-one, 208–10
connecting to your roots, 162–66
consideration, 128
consumers, 101, 125
in Empathy Venn (EV), 176, 178–79, 195
end, 178
wholesalers, 179, 195
contemplations, five-minute, 87–96
context, 176, 180–81, 195–96
Convener, 49, 53, 58, 149
questions for, 83
conversations:
CLEAR process for, 206–7
in external relationships, 188–90, 199–200
Corvus Medicine, 209
coworking, 106–9
Cultivator, 57, 104
questions for, 84
cultural zeitgeist, 38, 125, 180
culture, company, see company culture
cultures, indigenous, 13, 143–44, 146, 149, 150
curiosity, 229–30
Dalio, Ray, 129–31
Danaher Corporation, 213, 215, 218, 220
dantians, 72
deadline-driven businesses, 127
de Bono, Edward, 105
decisions, decision-making, 115–16, 128
consideration and, 128
impact of, 129
objective versus subjective, 110, 111–17, 134
exploring, 134
in top-down organizations, 117
exploring, 134
default modes, 40
design, 113, 115–16
digital music, 3
digital photography, 182, 183
door-opening exercise, 64–66, 67, 70, 81–82
ecosystem:
contextual perspective and, 176, 180–81
ecosystemic versus human-centered thinking, 110, 123–26
exploring, 134
Edible Schoolyard Project, 156
Edison, Thomas, 147, 148
Eggers, Dave, 155
electric vehicle (EV) industry, 124–25
Emotional Self, 70
five-minute contemplation for, 88–90
Nike strategy and, 75, 80
Empathic Archetypes, 5, 37, 40–57, 64, 82, 86, 104, 105, 161, 171, 205, 211
Alchemist, 51, 59–60, 83–84
Confidant, 53, 84
consumers and, 195
Convener, 49, 53, 58, 83, 149
Cultivator, 57, 84, 104
empathy journal and, 96
exemplars of, 58–60
flexibility of using, 171
Inquirer, 47, 83
personalizing, 59–60
questions for, 82–85
Sage, 45, 82–83
Seeker, 55, 84, 104, 107
self-assessment and application of, 58–59
Empathic Design class, 113–17
Empathic Opportunity, 180–81, 196, 201
external alignment, 188–92, 198–201
behaviors in, 188, 190–91, 200
conversations in, 188–90, 199–200
memories in, 188, 191–92, 201
relationships in, 188, 191, 200–201
internal alignment, 98–99, 101, 106, 184–87, 192, 197–98
empathy, 1, 5–6, 8, 11, 16, 26–27, 31–35, 38, 40, 68, 79–80
Applied Empathy approach, 1, 5, 8, 27, 31, 32
business and, 1–5
encouraging, 229–32
journal exercise, 96
Empathy Venn (EV), 176–77, 180–81, 192, 194
company in, 176–78, 194–95
consumers in, 176, 178–79, 195
context in, 176, 180–81, 195–96
Polaroid example and, 181–83
employees:
potential, 179
teams, 177, 197
checking in with, 203–4
rituals for, 228
engineering, 114
entrepreneurs, 55, 114–15
envisioning your future, 193–201
exercises:
archetype exemplars, 58–60
connecting to your roots, 162–66
door-opening, 64–66, 67, 70, 81–82
envisioning your future, 193–201
establishing perspective, 27–29
exploring the four tensions, 133–35
five-minute contemplations, 87–96
journal, 96
ritualizing empathy, 226–28
feedback, 117, 126, 129, 208
CLEAR process for, 206–7
five-minute contemplations, 87–96
5 Whys, 36, 47
founders, 121, 159–60
four tensions, 110–11
exploring, 133–35
human-centered versus ecosystemic thinking, 110, 123–26, 134
objective versus subjective decision-making, 110, 111–17, 134
passive versus proactive leadership, 110, 126–32, 135
top-down versus bottom-up culture, 110, 117–22, 134
“fresh eyes” meetings, 161–62
future, envisioning, 193–201
General Assembly (GA), 106–10
General Electric (GE), 14, 147–48
GE Capital, 148
mammography business of, 14–26, 33, 34, 45, 49, 51, 53, 55, 57, 205
origin story of, 147
General Motors Hummer, 123–25
Google, 7
Grey Goose, 151
Gurdjieff, G. I., 65, 66
healing, 145–46
Heraclitus, 182
histories:
leaders and, 146–47
origin stories, 146–48, 150
connecting with, 159–60
of General Electric, 147
of Levi’s, 153, 157, 159
writing down, 163
honesty, 230
human-centered versus ecosystemic thinking, 110, 123–26
exploring, 134
human resources, 38–39
Hummer, 123–25
IDEO, 18, 24, 123
ikigai, 94–95
<
br /> Immelt, Jeff, 26
indigenous cultures, 13, 143–44, 146, 149, 150
information-gathering process, 126–27
innovation, 184–87
Inquirer, 47
questions for, 83
Inspired Self, 70–71
five-minute contemplation for, 90–91
Nike strategy and, 75, 80
Intellectual Self, 71
five-minute contemplation for, 92–93
Nike strategy and, 75, 81
intermediaries, 179
intuition, 230–31
James, William, 69
Jebb, Cindy, 175
Jobs, Steve, 104
jobs and career, 210
Johnson, Ray, 148
Johnson & Johnson, 7
Jordan, Michael, 100
Joule, Erik, 151–54
journalism, 127
journal exercise, 96
Jung, Carl, 65, 69
Kant, Emmanuel, 69
Keller Center for Innovation in Engineering Education, 113–17
Kempler, Jeff, 120–22, 154, 203–4
Kennedy, John F., 99
Kerouac, Jack, 152
Ketel One, 151
Kiehl’s, 14, 22
Kraft, Pamela, 148–49
Lady Gaga, 183
Land, Edwin, 181
language, company, 150, 163–64
leaders, leadership, 104, 177, 204, 208, 225, 231
CEOs, 98, 102
founders, 121, 159–60
histories and, 146–47
passive versus proactive, 110, 126–32
exploring, 135
Lee, Spike, 152
Leova, Doña, 144, 149
Levi’s, 14, 151–59
“Go forth” campaign, 152, 154–58
language of, 163–64
origin story of, 153, 157, 159
Workshops, 153–59
Levi Strauss Foundation, 156
lifelong learning, 108–9
limbering up mentally, 37
LimeWire, 3
limpia, 144
mammography, GE and, 14–26, 33, 34, 45, 49, 51, 53, 55, 57, 205
marketing, 189, 191
Maslow, Abraham, 31
Master Ru, 141–43, 149
McKinsey & Company, 39
mechanical engineering, 114
media, 101, 102, 179, 193
social, 189–90
medicine:
alternative, 139–46
Chinese, 13, 139–40
mammography, 14–26, 33, 34, 45, 49, 51, 53, 55, 57, 205
Memorial Sloan Kettering Cancer Center, 24
memories, 188, 191–92, 201
mentoring, 208–9
Microsoft, 204
military, 167–68
see also West Point, United States Military Academy at
Mindful Self, 71–72
five-minute contemplation for, 93–94
Nike strategy and, 75, 81
MIT Media Lab, 186
Museum of Contemporary Art, Los Angeles, 158
music industry, 3
Musk, Elon, 3–4, 104
Myers-Briggs Type Indicator, 36
Nadella, Satya, 204
Napster, 3
NASA, 99
news organizations, 127
Nike, 7, 62–63, 99–101, 192
Hyperfeel, 62–64, 73–82, 99
Kitchen lab, 63
labyrinth and, 76–78, 81
Obama White House, 5, 7
objective versus subjective decision-making, 110, 111–17
exploring, 134
Olympics, 74
open-mindedness, 230–31
origin stories, 146–48, 150
connecting with, 159–60
of General Electric, 147
of Levi’s, 153, 157, 159
writing down, 163
organization, 97
see also company
Palo Alto Research Center (PARC), 2
Pantone, 212–25
Color Institute, 216–17, 219
Color of the Year, 216–18, 220, 222, 223
holidays and, 221–22
logotype of, 218
Make it Brilliant, 218–20, 222
Matching System, 212
parallel thinking, 105
passive versus proactive leadership, 110, 126–32
exploring, 135
perspective, 28–29, 32, 115–16, 214
contextual, 176, 180–81
exercise for establishing, 27–29
“fresh eyes” meetings and, 161–62
project retrospectives, 205–6
phoning it in, 98
photography:
digital, 182, 183
Polaroid and, 181–83, 196
Physical Self, 70
five-minute contemplation for, 87–88
Nike strategy and, 75, 80
Polaroid, 181–83, 196
premium boom, 151
presence and self-awareness, 64, 66, 67, 70
Princeton University, 113
Keller Center for Innovation in Engineering Education, 113–17
principles, 197
Principles (Dalio), 131
Prius, 124–25
proactive versus passive leadership, 110, 126–32
exploring, 135
problem solving, 80, 210
see also decisions, decision-making
processes, 197
information gathering, 126–27
traditional, 160–62, 164–65
products and services, 177, 187, 189, 197, 198
project retrospectives, 205–6
Puccio, Julie, 121, 122
purpose, 150, 165–66
questions, 28
for Empathic Archetypes, 82–85
Alchemist, 83–84
Confidant, 84
Convener, 83
Cultivator, 84
Inquirer, 83
Sage, 82–83
Seeker, 84
“Why?,” 36, 47
Questions and Empathy (Q&E) deck, 85–86
qi, 142
qigong, 142
Radiological Society of North America, 25–26
Raser, 125
relationships, 188, 191, 200–201
R.E.M., 157, 158
retailers, 179
retrospectives, project, 205–6
Rio Earth Summit, 149
rituals, 203–4, 212, 226
CLEAR, 206–7
exercises for, 226–28
one-on-one, 227
personal, 227
Sub Rosa Day, 204–5
connecting one-on-one, 208–10
project retrospectives, 205–6
skills development workshops, 206–8
team, 228
role play, 105
Ru, Master, 141–43, 149
running barefoot, 74
Sage, 45
questions for, 82–83
San Francisco Giants, 156–57
savants, 211
Seeker, 55, 104, 107
questions for, 84
self-awareness and presence, 64, 66, 67, 70
selflessness, 231
selves, 67–73
Aspirational, 72, 75, 81, 94–96, 165
Community, 71, 75, 80–81, 91–92
Emotional, 70, 75, 80, 88–90
empathy journal and, 96
five-minute contemplations for, 87–96
Inspired, 70–71, 75, 80, 90–91
Intellectual, 71, 75, 81, 92–93
Mindful, 71–72, 75, 81, 93–94
Nike strategy and, 74–75, 79–81
Physical, 70, 75, 80, 87–88
and questions for Empathic Archetypes, 82–85
Whole, 5, 64, 71–75, 79–82, 86, 231
services and products, 177, 187, 189, 197, 198
Seven Archetypes, see Empathic Archetypes
Seven Selves, see selves
shareholders, 101, 179
showing up, 98, 99
Six Thinking Hats method, 105
skills, 39
development workshops for, 206–8
lifelong learning and, 108–9
social media, 189–90
soldiers, 174–75
see also West Point, United States Military Academy at
sports, 169
coaches, 167, 169–72
Spotify, 3
Stewart, Martha, 58
Stipe, Michael, 157–58
subjective versus objective decision-making, 110, 111–17
exploring, 134
Sub Rosa, 4, 5, 7–8, 13–14, 33, 61, 62, 104, 119–22, 137–39, 142–43, 145, 146, 150, 161, 162, 204, 209–11, 223–24
Applied Empathy podcasts, 103, 167
brand of, 41
Empathic Design class, 113–17
“fresh eyes” meetings, 161–62
Sub Rosa Day, 204–5
connecting one-on-one, 208–10
project retrospectives, 205–6
skills development workshops, 206–8
Summer Olympics, 74
Sweeney, Doug, 158–59
tai chi, 141–42
talk therapy, 68, 70
tarot, 41–42, 85
teams, 177, 197
checking in with, 203–4
rituals for, 228
technical trends, 180
computers, 2–3
digital music, 3
digital photography, 182, 183
TED, 7, 130, 131
tensions, see four tensions
Tesla, 125–26, 184, 192
top-down versus bottom-up culture, 110, 117–22
exploring, 134
Topps, 156
Toyoda, Sakichi, 36
Toyota, 36
Prius, 124–25
traditions, company, 150, 160–62, 164–65
Tribal Link Foundation, 149, 150
T-shaped people, 39
tuba savant theory, 211
understanding, 1, 33
undeterred, being, 231
United Nations, 7, 149
Victoria’s Secret, 22
vodka, 151
Absolut, 14, 151–52
vulnerability, 230
Wall Street Journal, 222
Warby Parker, 3
Warhol, Andy, 148
Waters, Alice, 155–56
West Point, United States Military Academy at, 167–75, 177
cadets at, 167, 169, 172–73, 175
coaches at, 167, 169–72
generals at, 167, 173–74
Whitman, Walt, 152
wholesalers, 179, 195
Whole Self, 5, 64, 71–75, 82, 86, 231
empathy journal and, 96
five-minute contemplations and, 87–96
Nike strategy and, 74–75, 79–81
and questions for Empathic Archetypes, 82–85
see also selves
“Why?” questions, 36, 47
Wieden + Kennedy, 152
Xerox, 2–3
X-Rite, Inc., 213
zeitgeist, 38, 125, 180
Touchstone
An Imprint of Simon & Schuster, Inc.
1230 Avenue of the Americas
New York, NY 10020
SimonandSchuster.com
Copyright © 2018 by Seed Communications, LLC d/b/a Sub Rosa
All rights reserved, including the right to reproduce this book or portions thereof in any form whatsoever. For information, address Touchstone Subsidiary Rights Department, 1230 Avenue of the Americas, New York, NY 10020.
Applied Empathy Page 20