Coachee Empathy Map, Whisperer Edition

What this is

A coach-built picture of the coachee's inner and outer experience in four quadrants (Says, Thinks, Does, Feels), followed by pain points, opportunities, and a validation step with the coachee. The book credits Empathy Mapping to Dave Gray and his team at XPLANE and gives a seven-step build, a worked persona (Jane, a Sales Manager), and a note that the map can be built for one coachee or a composite persona.

Use when / Do not use when

Use when (book): you want to "visualize your coachee's thoughts, feelings, and experiences" and "identify areas where they may need support." Ch.10 also places it in the Empathize stage of Design Thinking. Do not use when: the book states no exclusions. Addition (not from the book): do not present Thinks or Feels entries as facts; the book itself words them as what the coachee "might be thinking" and the emotional state "based on" words, body language and behaviors.

The Instrument

Materials (Step 1)

Large paper or whiteboard; markers or sticky notes; empathy map template (optional).

The four quadrants (Step 2) and what goes in each (Step 4)

The seven steps

1. Gather Materials (above).
2. Understand the Sections (the four quadrants).
3. Define the Persona: identify who the map is for, "a specific coachee or a composite persona representing a group of coachees with similar characteristics."
4. Fill in the Quadrants (table above).
5. Add Details and Insights: use specific examples and observations to add depth to each quadrant; involve the coachee in the process if possible to gain accurate insights.
6. Identify Pain Points and Opportunities: look for recurring themes or significant insights that indicate the coachee's main challenges and areas for growth. Book example: Pain Point: struggles with time management. Opportunity: time management training.
7. Review and Validate: review the map with the coachee or team for accuracy and completeness; adjust based on feedback and additional insights.

Book's example map: Persona "Jane, a Sales Manager" (book illustration, unverified)

Benefits the book names

Enhanced Understanding; Improved Communication; Tailored Coaching; Problem-Solving (identify root causes of challenges and opportunities for improvement).

Workbook versions (book)

• Empathy Framework, step 5-6: "Create quadrants for what the coachee says, thinks, feels, and does." Template: Empathy Map for [Coachee Name]: Says / Thinks / Feels / Does.
• Coaching Profile Outline, Part 1 "Empathy Mapping" fields: Feelings, Thoughts, Experiences.
• Ch.10 Design Thinking, Empathize: conduct one-on-one interviews on the coachee's experiences, challenges and aspirations; use empathy maps to visualize emotions, thoughts and behaviors.

Call to action tied to Ch.1 (book)

Identify a recent coaching session and reflect on how empathy was (or was not) demonstrated; write down two ways to incorporate more empathy into the next coaching conversation.

How to run it (Performance Lab suggested practice)

1. Choose one coachee (or one composite persona) and write the name at the top.
2. Fill Says and Does first from notes of actual sessions and observed behavior; fill Thinks and Feels second.
3. Mark each Thinks and Feels entry "inferred" until the coachee confirms it in step 7.
4. List recurring themes; write one pain point and one opportunity.
5. Review the map with the coachee; change entries they correct; note what changed.
6. Carry the pain points into the coaching focus or development plan (see the Individual Development Plan Template).

Record sheet (Performance Lab suggested practice)