complimentary thinklets – second quarter 2023
empathy experience
In a crisis response, it is always easier to focus on logistics. There are usually concrete requirements and workable solutions that are often easy to determine, if sometimes more difficult to execute.
Many response teams have much more difficulty with the human side of the equation. They try to apply that same logistical mindset to working with those touched by tragedy. That never leads to anything good for the organization or the people involved.
To promote empathy, we are sharing a simple exercise that organizations can run to help their people grasp some of what people touched by tragedy go through. Now, we can never fully understand unless we have experienced the event ourselves. But we can gain some insight by trying to put ourselves in their shoes, which is what this exercise is all about.
In the example below, we’ll say we’re preparing in case we need to assist people touched by an aircraft accident. As you’ll see, whatever crisis you choose, you can still make the exercise work for you and your team.
Divide your people into three groups.
Experiencing the Event
The first group will be people who were on the aircraft that crashed. “You were on board the airplane that crashed. You survived. Others did not. A first responder talks with you and checks your physical condition. She slaps a green sticker on you – meaning you do not appear to need any medical attention – and points you to a group of people a ways away who are boarding a bus. That’s all you know. You have none of your belongings with you. You smell of smoke and jet fuel. You are trying to make sense of what has happened.”
Searching for Loved One
The second group was coming to meet their loved one at the airport. “Running late, you barely had time to get Grandpa Ed plus the baby into the car and hope you would be there when your loved one came to baggage claim. But upon arriving at the airport, there is a flashing message on the flight status board for your loved one’s flight directing you to Proceed to Information Desk. You do so and a lady looks down at her hands as she tells you something has happened to the flight. You are escorted to a room past media and everyday people snapping photos of you. When you arrive in the room, people are gathered around a TV crying. Someone hands you a form to fill out. Grandpa Ed says he needs to sit down and the baby needs a change.”
Assisting in the Response
The third group are airline and airport employees expecting a normal day of work. “You are called back to the office where your boss tells you about the crash. He assigns you to go to the Friends and Relatives reception center to assist those gathered. You are assigned two people from other companies you have never met before. None of you have practiced this. In the last exercise, you were assigned to coordinate with head office on the passenger list. Your boss tells you to hurry out to your assignment. People are waiting.”
You then ask the three groups to meet separately and answer six questions. Unknown to them, they all have the same six questions (see below). The group members do not need to reach consensus. They should capture all the responses given from all team members. They can discuss prioritizing the responses if they wish.
After 15 – 20 minutes, bring the teams together. Explain to the teams that they were all given the same questions. Ask each team to present their answers and explain why they chose them.
When all three teams are finished, ask them to see what common thread ties all three together. Hint: It is usually a desire for information – which is in short supply for all three. Discuss other things that are similar and those that are unique. Often, there is a lot of common ground among the groups even if they are experiencing the event from different perspectives.
Once complete, ask the teams to review the procedures your organization has in place to respond to the event you chose for the exercise. Are there changes that should be made based on what was learned during the exercise and debrief? In most cases, people will look at the policies and procedures very differently having been “through” the event. This will help prompt a refined response that is more empathetic in nature.
We specialize in helping organizations design more humane responses. If we can help you, please contact us.
Be different. Be ready.
EXERCISE QUESTION LIST
(Remember needs and wants are two different things.)
What do you want?
What do you not want?
What do you need?
What are you feeling?
Whom do you want to see?
What is your primary concern?
What do you not want?
What do you need?
What are you feeling?
Whom do you want to see?
What is your primary concern?
In the aircraft accident example, we will also ask the first group if their answers change based on whether they were travelling alone or travelling with someone who they cannot find.