EMPATHY MAP is a tool that helps us to improve our knowledge of a person, in this case our client, in anticipation of a future business meeting.
QUESTIONS This is presented as a set of 6 questions that we are going to ask ourselves in order to prepare for the meeting.
ANSWERS If we do not have the answer to some of the questions, we can:
- Make assumptions.
- Investigate.
- Ask at the beginning of the meeting.
FORM TO COMPLETE We present below an empathy map with a detail of each question, as well as a form to complete.
ADAPTATION We can use these same questions, adapting them slightly for other types of interaction:
- A negotiation (empathy map of our interlocutor).
- A meeting (empathy map of the participants).
- A presentation (empathy map of the attendees).
- A training session (empathy map of the students).
What does he/she SAY AND DO?
Attitude in public.
Comments.
Behaviour towards others.
What does he/she THINK AND FEEL?
What really matters to him or her.
Main concerns, worries and aspirations.
What does he/she HEAR AND SEE?
The opinion of the person in charge, of the people who are influential for him/her.
The supply side of the market, of our competitors.
How does he/she PERCEIVE US?
Preconceptions.
Previous knowledge and experience with us, with our company.
What does he/she EXPECT TO ACHIEVE? (Value)
Needs and expectations.
Expected benefits.
Measure of success.
What does he/she WANT TO AVOID? (Efforts)
Fears.
Frustrations.
Obstacles.
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