Empathy Interview Norms

Summary

Eliana and Serena, student consultants from High Tech High GSC, guide viewers on conducting empathy interviews to foster understanding and equity in educational settings. They emphasize starting with a comfortable question, actively listening to avoid confirmation bias, asking open-ended questions to elicit stories, and being okay with silence and going off-script. The goal is to create a safe space for sharing experiences, ultimately leading to more effective improvements in education.

Takeaways

• 🌟 Empathy work is crucial in the improvement process as it helps to understand another person's experience.
• 🗣️ The video emphasizes the importance of starting empathy interviews with a question that creates comfort and builds trust.
• 🤔 Seek to understand rather than confirm preconceived notions or assumptions about the interviewee's experiences.
• 👂 Active listening is central to conducting an empathy interview, which includes being okay with silence and not rushing to fill gaps.
• 🙅‍♀️ Avoid asking questions that confirm biases or lead to a specific answer, instead focus on open-ended questions that elicit stories and feelings.
• 🤝 It's important to create a safe space for the interviewee, especially when there's a power dynamic that could affect their comfort level.
• 💡 Use body language and the environment to convey comfort and attentiveness to the interviewee.
• 🔄 Be prepared to go off track with your list of questions, following the interviewee's lead to uncover insights.
• 📝 When preparing for an empathy interview, design open-ended questions around the purpose of what you want to learn from the interviewee.
• 🤝 The goal of empathy interviews is to make more effective improvements for equity in partnership with those involved in the work.
• 💼 Practice empathy interview skills as if you're having a deep conversation with a friend, truly listening without sticking to a predetermined script.

Q & A

What is the main purpose of an empathy interview according to the script?

The main purpose of an empathy interview is to understand another person's experience by actively listening and creating a safe space for them to share their thoughts and feelings.

Why is it important to start an empathy interview with a question that creates comfort?

Starting with a question that creates comfort helps to establish trust and a safe environment for the interviewee to open up about their experiences without feeling judged or uncomfortable.

How can body language contribute to making the interviewee feel comfortable during an empathy interview?

Body language, such as maintaining eye contact, sitting in a relaxed yet attentive posture, and being mindful of the surrounding space, can convey genuine interest and attentiveness, making the interviewee feel more at ease.

What is the significance of focusing on 'seek to understand, not to confirm' during an empathy interview?

Focusing on understanding rather than confirming one's own assumptions allows the interviewer to gain a deeper and unbiased insight into the interviewee's experiences and perspectives.

Why should interviewers avoid asking questions that assume a certain stance or perspective?

Asking questions without assumptions prevents the interviewer from leading the interviewee's responses and allows for a more authentic and open sharing of experiences.

How can asking open-ended questions help in eliciting stories and feelings from the interviewee?

Open-ended questions provide the interviewee with the opportunity to express themselves in depth, share personal stories, and articulate their emotions and thoughts more freely.

What is the recommended approach when an interviewee does not immediately respond to a question?

It is recommended to be comfortable with silence and not to repeat or rephrase the question unless the interviewee requests clarification, allowing the interviewee time to reflect and respond genuinely.

Why is it important to be okay with going off track during an empathy interview?

Allowing the conversation to go off track can lead to unexpected insights and a deeper understanding of the interviewee's experiences, as it follows the natural flow of their thoughts and feelings.

How can preparing questions with a clear purpose enhance the empathy interview process?

Preparing questions with a clear purpose ensures that the interview is focused and directed towards understanding the specific experiences and perspectives of the interviewee, leading to more meaningful outcomes.

What is the potential benefit of practicing empathy interviews for making improvements in educational settings?

Practicing empathy interviews can lead to more effective improvements in educational settings by fostering a deeper understanding of students' and educators' experiences, which is crucial for designing equitable and inclusive learning environments.

How can the norms discussed in the script be applied to interviews outside of an educational context?

The norms discussed in the script, such as creating comfort, seeking understanding, and being okay with silence, can be applied to various interview contexts to foster open communication and gain a deeper understanding of any individual's experiences.