I think this fascinating. Even though this woman knew her feelings were being stimulated by a bot, SHE STILL FELT THE FEELINGS
It reminds me how I once coached my young daughter to couch her (very many!) demands by expressing empathy for me first: ‘I know you’ve had a long day, mum, and you’re tired and still have the dinner to cook, but do you think you could xyz for me at some point this evening?’
What astonished me was that, when she then DID ask in this way, even though I knew she was doing it in order to get me to feel good, in order to get want she wanted, and even though I was the one who had coached her to do this, I STILL FELT THE FEELINGS
This has strong implications, I think, for how we run research sessions. As humans we all want to feel encouraged, heard, understood, attended to and appreciated. It’s an honour to meet the people we meet. It’s a privilege to hear what they have to say. What they show and tell us is unbelievably useful. And we need to tell them all of this. Often, and every time. And we need to mind our language, too, because even if they know we are saying all of this because it’s our job to do so, THEY WILL STILL FEEL THE FEELINGS about themselves – and it’s our responsibility to ensure those feelings are good
Maddy is Director of Lucid. She has been described as a ‘maestra’ with groups of people and is appreciated for her passion and commitment as well as the clarity of her strategic thinking, insight and expression. Maddy began her career in advertising at Ogilvy and BBH and then worked at the Arts Council, English National Opera, AEA consulting and Stimulating World Research before setting up Lucid.