Focused on the technology or the humanity

As we adapt to leading and working in some new and different ways, don’t lose sight that we are still leading and working with humans, people.

We might be learning new apps, systems and tools and discovering which button does what, or what the best features of the app are, but remember there are people there, wanting to connect and contribute.

Focus on the people. And allow time for it. Ask them questions. Seek their responses. Gain their participation and contribution. Validate their views and opinions.

Yes, the apps and tech may be new to us, and we may be distracted by these bright shiny objects, trying to learn them and be (perfectly) proficient with them. And yes, maybe we need the tech to help us do the task or job better ... you know, perfectly.

But the human connections you make with the other humans matter more than pursuing the perfect tech. Remember to ... Focus on the people. Look at their faces. Listen to their suggestions. Ask them more about their thoughts. See more of our humanity.

Willing to stay with the problem

We can work with people who are so keen to leap to a solution, they’re not willing to stay with a problem for a little longer.

Why is that? Is it

- pressure to deliver?

- discomfort with the perceived negativity?

- drive to get it done?

- impatience to listen, learn or consider?

It’s so very powerful though, to feel the feels, to really get the empathy and experience of the problem and its consequences. We then give those people experiencing the problem acknowledgement and respect as we sit with the discomfort and inconvenience of the problem.

Try to allow it. For longer. To really explore it, understand it, tease it out or scope it out. Wider and deeper. Not for weeks and months, but at least some hours and days.

Your collective thinking about the solution will most certainly be better. Allowing more time to come up with more ideas and getting more heads, hearts and hands onto it. Don't brush it aside or move on too quickly. A better expression and experience of the problem will elicit a better solution and resolution to the problem.

4 more ideas on adaptability

9 - Ingenuity

The Institute for the Future's 2020 skills included novel and adaptive thinking. We’ve got to find ways to be more resourceful and clever to get more of the right things done. This means hacking ourselves, hacking our systems and processes, and quite possibly, hacking other people too!

10 - Empathy

To understand and feel what others are experiencing is a power shift to make; from caring less to caring more. Trust goes deeper, quicker, and it’s not about you, it’s about them.

11 - Creativity

The subtle art of making things up is a human capability we’re born with - ranking highly on the list of the World Economic Forum's future work skills. Creativity creeps up higher in the rankings each year! The cry of ‘I’m not creative’ is done. Time to change that script!

12 - Curiosity

Our childlike wonder has been replaced with compliance, following rules and systems without knowing why. Don't jump to solutions, deny or discount; wonder more.

There you have 12 ideas about adaptability; it's THE capability of today.

New ways of working

If delivering value sooner is the goal, let’s check out how to get that started. Hint : it doesn’t start with you. It’s about involving people, users, customers, colleagues.

It means connecting more with people, not less. It’s being closer to them and understanding more about who they are, what they need, what their problems and challenges are.

Involve is about empathy, understanding things from their perspective and seeing the truth of the situation or problem. How close could you get then Martin Lindstrom in ‘Small Data’ says, ‘there’s a well-known quote that says if you want to understand how animals live, you don’t go to the zoo, you go to the jungle.’

Lindstrom gets very close to gather data; he moves in! Why so close? ‘I look for patterns, parallels, correlations ... imbalances and exaggerations,' he says. 'Typically I focus on the contrasts between people’s day-to-day lives and their unacknowledged or unmet desires, evidence that can be found anywhere.’ A-ha!

Start with empathy and getting closer to your customers. This is a vital part of new ways of working... putting the customer at the centre.

How do you currently involve your customers? How could you involve them more?

The 4 words that show no - or low - empathy

We know that empathy is a key way to build connections with people, deepen a conversation and strengthen trust. But I wonder ...do we too often confuse similarity for empathy?

When someone shares a story or situation with you, and you’ve experienced it too, what do you say?

We can too often rush in to sharing our story, our experience and our situation...because it’s happened to us too! Sharing similarities, finding common ground - sure, yes it builds rapport, connection. But don’t kill the opportunity for deeper connection and empathy in the rush to say your bit.

These four words can kill empathy dead :

Been There Done That.

If you think it helps people feel better that you’ve done it too... pause...because it may not. That’s because it’s not validating their story or their situation they’ve just shared. It’s switched the focus to you.

Empathy is not about being better, bigger, quicker, cleverer, the ‘winner’ or having done it or experienced it before them. Quieten down. Listen. Respond to what they’re saying without making it about you.