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Interactions with clients
@MarianaMota
UXSW 2014
Good client relationships
Empathy
Communication
Trust
@MarianaMota
Empathy
Photos: http://www.bouty.net/2013/11/empathy-map-a-simple-canvas-for-customer-insigths/ http://www.uxforthemasses.com/blog/wp-content/uploads/2013/11/Personas.jpg @MarianaMota
“Empathy is the art of stepping imaginatively into the shoes of another person, understanding their feelings and perspectives, and using that understanding to guide your actions.”
Roam Krznaric, Empathy: A Handbook for Revolution
@MarianaMota
Who is your client?• Motivations
• Background
• Work environment
• Fears
• Expectations
@MarianaMota
Warmth & Competence
“Prioritising warmth helps you connect immediately with those around you, demonstrating that you hear them, understand them, and can be trusted by them.”
“Connect then lead” by Amy Cuddy on Harvard Business Review http://hbr.org/2013/07/connect-then-lead/
@MarianaMota
In practice
Know who you are meeting Meet clients early
Observe body languages
Connect (warmth)
Face-to-face conversations
Informal chats
HALT (hungry, angry, lonely, tired)
Before meeting First meeting Ongoing relationship
@MarianaMota
Communication
Facilitator & Leader languages
Facilitator-mode Leader-mode
Warmth Competence
Neutral Expert
Actively listening Direct
Passive language Muscular language
Briefing meeting & workshops
Presenting designs & expert opinion
@MarianaMota
Use “muscular” language“Muscular language is active, definite and positive. It lacks hesitation, clutter and passivity.”
http://hbr.org/2014/06/women-find-your-voice/ar/3
Instead of Use this
How about…? I strongly suggest…
I tend to agree. That’s absolutely right, and here’s why…
I agree. I agree completely, because…
Maybe we can… Here is my plan…
Well, what if…? I recommend…
@MarianaMota
Non-verbal communication
Photo https://paw.princeton.edu/issues/2014/04/02/pages/3548/index.xml?page=2&
High-power poses Low-power poses
Gain confidence
@MarianaMota
In practice
Know who you are meeting Meet clients early
Observe body languages
Connect (warmth)
Agree communication channels
Listen actively and ask questions
Face-to-face conversations
Informal chats
HALT (hungry, angry, lonely, tired)
Agile retrospectives
Speak their language. Avoid jargon
Nominate 1 person to give feedback
Before meeting First meeting Ongoing relationship
Agenda
@MarianaMota
@MarianaMota
Trust
Bother to explain.
In practice
Know who you are meeting
Proposals
Meet clients early
Observe body languages
Connect (warmth)
Agree communication channels
Listen actively and ask questions
Face-to-face conversations
Informal chats
HALT (hungry, angry, lonely, tired)
Agile retrospectives
Usability testing
Show designs early and often
Speak their language. Avoid jargon
Explain, explain, explain
Nominate 1 person to give feedback
Introduce yourself
Explain design process and deliverables
Before meeting First meeting Ongoing relationship
Agenda
Workshop “Leader vs. Facilitator Mode”
Teams of 3
Take aways
• Prioritise warmth
• Use the right language (facilitator/leader)
@MarianaMota
Resources
http://www.marianamota.com/category/creative-leadership/
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