Page 26 - IO2_Worksheet Student
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EIDE IO2 Teaching Kit (Students’ Manual)
PART I MODULE 6
THE EMOTIONALLY INTELLIGENT LEADER. UNDERSTANDING THE CLIENT.
WORKSHEET1. EMPATHY MAP
COMPETENCES ADDRESSED:
Self-reflection, emotional intelligence
LEARNING OUTCOMES:
You will be able to develop new and personal ideas on how to understand clients
You will be able to go beyond initial impressions and kick-start ideation of a
customized approach to clients
METHODOLOGY:
Self-reflection / Group exercise
WHY THIS ACTIVITY IS IMPORTANT?
Sometimes when trying to analyse emotions of the client, our preconceptions will take
us on a wrong pathway. An Empathy Map cannot substitute, but it can be the right
starting point to deconstruct our preconceptions and start drawing a customized
approach for the clients.
DESCRIPTION OF THE ACTIVITY
1 - Write a client’s name in the middle of your sheet or whiteboard. Even better, draw a
picture of the person.
You can imagine the client or take one of your colleagues as a model if you are doing the
exercise in group
2- Create four boxes around the person, and write “Hearing, Seeing, Thinking, Saying,
Feeling, Doing.”
3 - Post your ideas in each of the six boxes, riffing on your colleagues’ ideas.
(Try to imagine specific situations and context. For example, what is the customer
“feeling” when they begin an informational Google search on your company?)
