I recently participated in a training session about empathy, led by our wonderful Staff Development Specialist here at the Martin County Library System. The goal of this session was to define empathy and discuss how to show empathy for our patrons and co-workers. It got me thinking about empathy in regards to teaching technology. I frequently work with library patrons who are frustrated with technology. Many of these patrons are older adults who feel handicapped because they were not raised in the digital age.
I, on the other hand, was born born in the digital age. I learned how to use a computer in elementary school and technology has been present in my life ever since. It’s easy to forget this advantage and lose patience when you are teaching someone with a different background. In teaching classes and offering one-on-one technology help, I’ve picked up a few tips about how to empathize with your students.
If you find your patience wearing thin, think of a time when you struggled to learn something. For me, it’s learning to drive stick. I’ve tried several times and each attempt was more frustrating than the last. When I think about how nerve-wracking it is to be behind the wheel with my hand on the stick shift, I remember how scary it can be to learn something new. I often help patrons who have purchased a new device (iPad, smartphone, etc.) and they are terrified to do the wrong thing. Returning to my adventures with manual transmissions helps me understand where they’re coming from.
I was teaching a class a few weeks back and one patron was really struggling to keep up with the group. I started to get irritated by her constant questions, until halfway through when I realized that she looked exactly like my aunt. This immediately snapped me back to reality. If my aunt walked into a library I would want her to receive the best customer service possible and be treated with the utmost respect. My patience was instantly renewed, and I’ve used this trick successfully several times since by comparing patrons to my grandparents, parents, etc. Empathy is often defined as putting yourself in the other person’s shoes, but putting a loved one in the other person’s shoes can also do the trick.
I often hear the same complaints from patrons who are frustrated, confused, or overwhelmed by technology. I’ll admit it can be trying to listen to the same thing again and again, but I also recognize that listening to these grievances is very important. Sometimes it’s best to get those frustrations out right off the bat in order to set them aside and focus on learning. Listening is one of our best tools, and acknowledging that someone’s problem is valid can also be extremely helpful.
Do you have any tips for tech empathy?
I love the idea of having empathy, especially when helping people learn technology. Remembering the “tappers and listeners” study helps me to be kind and patient (most of the time 🙂
Here’s an article about it: https://hbr.org/2006/12/the-curse-of-knowledge
Excerpt: “The problem is that once we know something—say, the melody of a song—we find it hard to imagine not knowing it. Our knowledge has “cursed” us. We have difficulty sharing it with others, because we can’t readily re-create their state of mind.”
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