Tag: empathy

Book Review: Reader, Come Home: The Reading Brain in a Digital World by Maryanne Wolf

Reader, Come Home: The Reading Brain in a Digital World by Maryanne Wolf
Reader, Come Home: The Reading Brain in a Digital World
by Maryanne Wolf
Harper, 2018

I picked up this book expecting an exploration of the neuroscience and physiology of the effects of reading on the brain, and how reading in print and digital formats differ. I got that, and so much more.

Wolf presents a balanced account of the different effects of different mediums, both negative and positive, and how we might use this knowledge to do better for our children and ourselves. It’s a welcome perspective.

It’s also a deeply humanist and moral meditation of the capacities of the human mind and the importance of storytelling. It’s a clarion call to fulfill the responsibility we all bear toward our fellow human beings and to the future. This is a work of tremendous empathy and passion.

It may well be one of the most important works of our age.

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Checking My Privilege: A Reading List

It’s important to me to have my perspectives, assumptions, and biases challenged in healthy ways. I seek out opportunities to learn how other people experience and view the world. This is an ongoing process. I believe it makes me a better person, more kind and compassionate, makes me stronger.

It’s my passion for understanding human nature as fully as I can. It’s my passion for serving my community—all members and all needs. Building mutual understanding and respect is how you make the world a better place.

I’ve spent a lot of time recently reading books about race and privilege. I have several more books on my list to read. This is a list of titles which challenge my perspectives and open my eyes to aspects I hadn’t considered before. Here they are, via my current library account. *

Checking My Privilege: A Reading List

* John the Librarian is my personal blog. The opinions and ideas I express here are strictly my own and do not represent the views of my employer.

I Hate Saying “I’m Sorry”

I’ve done customer service in a lot of different jobs and in every one, a typical exchange goes like this:

Angry Customer: I need you to do [something completely unreasonable]!

Customer Service Rep: I’m sorry but I can’t do that.
*or*
I’m sorry but that’s against policy.

For a long time, every time I heard a customer service rep say, “I’m sorry but…,” I cringed. I hated hearing it. I tried never to say those words. Why?

Because I’m not sorry. Because I haven’t done anything wrong. Because my employer hasn’t done anything wrong. We’re not at fault.

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My Customer Service Philosophy: Lessons from a Ten Year Old

I was asked recently what my customer service philosophy is. I responded with this:

The customer isn’t always right but they’re usually not wrong.

What do I mean by that?

I mean that some behavior is simply unacceptable. Customers don’t have the right to abuse staff, to expect preferential treatment, to demand we make exceptions just for them. Basic human decency and respect are still required. I won’t tolerate threats to the safety of staff members.

However, in my experience, when someone is acting out there’s usually a reason for it. There’s usually a need or a want that isn’t being met—and that need or want is usually legitimate. Problematic behavior arises when someone can’t figure out how to get what they need or want. And while the behavior may be a problem, this underlying reason can be productively addressed.

A ten year old boy taught me this lesson.

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Experience & Context

Some years ago, when I was still doing theater work in Chicago, I had gotten off a job late one night and found myself craving a pint of ice cream. So I stopped by a corner market on my way home. Another gentleman—a complete stranger to me—arrived at the same time I did. We approached the door just in time to see the proprietor throw the lock and change the sign to “Closed”. He shrugged at us, pointed to the sign listing the store’s hours, and walked off.

I was disappointed and somewhat miffed. The other guy proceeded to throw a spectacular tantrum.

I stood there nonplussed, unsure what to do. Once this strange man had stopped yelling and stomping around, I asked him, “Are you OK?” (Inane question, I know—clearly he wasn’t—but it was late and I was tired and hungry.)

He proceeded to tell me a Tale of Woe for the Ages. All about his terrible, horrible, no good, very bad day, very bad week, very bad month. Everything that could go wrong in this guy’s life had gone wrong. All he wanted now was some potato chips—crunchy bites of salty comfort. Is that too much to ask?

So I took him to a local bar and bought him a beer.

He apologized for making such a scene. He knew it was a ridiculous overreaction. I assured him I totally understood. And I did understand: for me, having the door locked in my face was annoying. For him, it was ONE MORE THING in a long line of crappy things that had happened to him lately.

For him, it was the one thing too many.

This experience taught me something important:

Context matters.

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On the Economic Value of Human Beings

This.

Immigrants Shouldn’t Have to Be ‘Talented’ to Be Welcome by Masha Gessen (New York Times, September 6, 2017)

If immigration is debated only in terms of whether it benefits the economy, politicians begin to divide people into two categories: “valuable” and “illegal.” When countries make people illegal, the world comes apart. When we agree to talk about people as cogs, we lose our humanity.

I hate how our culture has decided that economics is the only thing that matters. That every aspect of our society is assessed predominately—if not exclusively—in economic terms. Education, healthcare, the environment, arts and humanities, science and engineering, technology, civil rights, immigration and refugees, and on and on and on…

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