CTO Series: Andrea Goulet On How To Lead with Empathy in Software Development

In this special BONUS episode of the CTO Series, Andrea Goulet, an innovative software executive, shares her mission to change the tech industry by making empathy a core technical skill. Andrea's insights reveal how empathy can transform leadership, foster collaboration, and drive success in software development. Through personal stories and practical tips, she illustrates the power of empathy in navigating complex challenges, from aligning mental models to enhancing communication between teams and leaders.

Defining Leadership Through Empathy

"Empathy isn't just credible in the software industry; it's crucial for innovation and collaboration."

Andrea reflects on her journey from a communications background where psychology played a pivotal role, to becoming a software executive who champions empathy. Despite initial skepticism from industry consultants, Andrea stuck to her belief that empathy was essential for success in tech. She shares a transformative experience with Scott Hanselman that highlighted the importance of understanding mental models and developing new communication strategies. This experience solidified her approach to leadership, emphasizing empathy as a vital skill for effective collaboration.

"Pause, reappraise, and think before you act – empathy in action is the key to navigating complex interactions in tech."

Enhancing Team Dynamics Through Empathy

"Developers can be as empathic as business leaders, breaking down traditional communication barriers."

Andrea delves into the importance of empathy between teams and their leaders, particularly when dealing with mismatched mental models. She discusses the protocols she has developed based on real-life situations, which prioritize empathy in decision-making and feedback processes. By advocating for her team members and facilitating conversations between executives and developers, Andrea demonstrates how empathy can lead to more effective problem-solving and collaboration.

"Facilitate conversations that shift from confrontation to collaboration – empathy is the bridge to solving shared problems."

Bridging Communication Gaps in Agile Environments

"The communication infrastructure is the 'plumbing' that allows information to flow seamlessly across your organization."

Andrea explains how the book Team of Teams by General Stanley McChrystal influenced her understanding of agile methodologies. Struggling with the lingo of Agile, she found clarity in McChrystal’s discussion of complex systems and the importance of managing interdependencies. Andrea emphasizes the need for a robust communication infrastructure to ensure that information flows freely within an organization, enabling teams to respond quickly to changing circumstances and align their efforts with broader business goals.

"Build communication loops that enable agility – the right infrastructure supports the flow of information and decision-making."

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About Andrea Goulet

Andrea Goulet is on a mission to change the way the world thinks about empathy by leading a scientific revolution and making empathy a core technical skill for all technologists. She is a sought-after international keynote speaker, experienced software entrepreneur, and award-winning industry leader. Her expertise centers on using empathy and effective communication to modernize legacy and mission-critical software systems.

Andrea has taught over 75,000 students through her online courses on empathy and communication. She is the author of the forthcoming book, Empathy-Driven Software Development, and the founder of Empathy in Tech and Legacy Code Rocks, two online communities where code and compassion connect.

You can link with Andrea Goulet on LinkedIn.