1) Briefly reflect on the lessons learnt from each exercise


Reflective listening

Reflective listening helps to gain understanding of customer’s real feelings and needs. By listening to the speaker, knowing the situation and their thoughts, we can build empathy in their perspective. In the exercise, the speaker sometimes feel reluctant to talk about their personal feelings and experiences, and the question is hard to consider for a more detailed answer in a short period of time. I found it helpful to ask follow up questions, in this way the speaker can think in a deeper way and respond with more information. It is also important to think in the speaker’s perspective and the follow up question should be align with their thoughts so I don’t judge or mislead the speaker.


Defamiliarisation of everyday reality

I found that this exercise is very interesting in bringing out the memories and thoughts that I was not aware of when sitting on the public transportation. When you were actually in the situation to take the public transport you might not be aware of the sound, movement and other details, but when you were watching the video as an audience, multiple senses worked together which brought out a totally different experience. And it is interesting to notice that your thoughts towards some memories became different overtime.


Empathic modelling

In this exercise when sight was blurred, bright colours and sounds became more obvious. Senses other than sight can provide us memories of the situation, but it was still difficult to find the right directions and walking safely without other’s lead. With a blocked sight, some object you tend to ignore before became more apparent because you are much more focused to feel the surrounding environment in order to keep yourself secure and safe.