MARCH 1, 2024

EmpathyMapping
Family Engagement
Finding the Root Behind the Behavior
PRESENTED BY:
Rebecca Osborne
Elon University
Masters of Higher Education ‘25
 Agenda
01 Introduction into Family Engagement 05 Parental Support Styles

02 Review Learning Goals 06 Empathy and Empathy Mapping

03 The History of Family Engagement 07 Practice

The Shared Responsibility of Students,
04 08 Closing
Families, and the Institution
What is Family Engagement?
“The phenomenon of parental involvement includes parents’ showing
interest in the lives of their students in college, gaining more information
about college, knowing when and how to appropriately provide
encouragement and guidance to their student connecting with the
institution, and potentially retaining that institutional connection beyond the
college years” (Wartman & Savage, 2008, p. 5).
Providing valuable resources, networking opportunities, and education to
parents and families to promote student success (McKinney, n.d.).
 Learning Outcomes
Develop strategies
Define different Implement to suspend
family support empathy mapping judgement in the
styles and how into their work moment and
they are when engaging in respond sensitively
presented in a difficult when engaging in
moment of conversations difficult
concern. with families. conversations with
families.
 The History of Family Engagement
1961: DIXON V.
1916: MIAMI ALABAMA 2020: THE
UNIVERSITY OF BOARD OF 1990: CAMPUS CORONAVIRUS
OHIO EDUCATION SECURITY ACT PANDEMIC

IN LOCO 1974: FAMILY 2008: AHEPPP:

PARENTIS EDUCATION FAMILY
RIGHTS AND ENGAGEMENT
PRIVACY ACT IN HIGHER
(FERPA) EDUCATION

(Stevens et al., 2010; Wartman & Savage, 2008).

Back2019;
(Lee, 2011; Patel, to Agenda Page
Self, 2013)
(Dixon v. Alabama Board of Education, 1961).
(Self, 2013).
(Wartman & Savage, 2008).
(Get to Know AHEPPP: Family Engagement in Higher Education, n.d.).
Shared THE

Responsibility
STUDENT

of Students,
Families, and
THE THE
FAMILY INSTITUTION

the Institution
 Parental* Support Styles
(Sanvictores & Mendez, 2022)

demanding

AUTHORATATIVE AUTHORATARIAN

warm and accepting cold and unaccepting

PERMISSIVE UNINVOLVED

undemanding *The term ‘Parental’ is used for its predominance in the literature, but has become outdated
and is now replaced with family to encompass the wide range of a student’s support system.
 Parental* Support Styles
(Sanvictores & Mendez, 2022)

demanding
The Role of
Perception
AUTHORATATIVE AUTHORATARIAN

warm and accepting cold and unaccepting

PERMISSIVE UNINVOLVED

undemanding *The term ‘Parental’ is used for its predominance in the literature, but has become outdated
and is now replaced with family to encompass the wide range of a student’s support system.
 Empathy
feeling with another (Malbois, 2023)
Empathy is a skilled response that requires reflection and imaginative involvement, whereas compassion and
sympathy are reactive responses (Jeffery, 2016)
The Four Dimensions of Empathy (Jeffery, 2016; Moorse et al., 1992)
Affective Empathy
ability to share in another's psychological state or feelings
Cognitive
ability to identify and understand another person's feelings and perspective from an objective stance
Behavioral
ability to maintain the self–other boundary
Moral
an internal motivation of concern for another and a desire to act to relieve their suffering by caring
Empathy Mapping
a tool to help you visualize a conversation, in order to help you better understand your users and better articulate
your knowledge and expertise
Steps of Empathy
Mapping
01 Define the Scope and Purpose
02 Conduct Relevant Research
03 Fill out your Empathy Map
04 Analyze the Quadrant Data
05 Identify your Users’ Need
Interaction Design Foundation
 Hear Think and Feel
What did their student say?
What really matters?
What did the university say?
Worries/Aspirations?
What did their friends say?

Empathy
The
Say and Do Family See

Mapping Appearance
Attitude
Reaction
Environment
Social Media
Websites
What the market offers

Pain Gain
Frustrations, Fears, Obstacles Wants/Needs, Goals

Interaction Design Foundation

 Hear Think and Feel

Empathy
She got a call from her son Nervous about the safety of
that he will be spending the her son; Money Concerns

Mapping
fall semester in Ireland.

The
Example Say and Do
Family See
You work in the Study Away Office on
your campus, serving as an advisor for
Angry phone call to your the news
students preparing for the upcoming office, demanding every
fall semester abroad. In February, a specific detail her son moving across the
parent calls you frantically, demanding world for a semester
to know when her son leaves for his
semester abroad so she can book flights.
She demands to know every detail
about the trip.
Pain Gain
Danger Sense of safety
Now let’s practice
Empathy Mapping.
 Hear Think and Feel
What did their student say?
What really matters?
What did the university say?
Worries/Aspirations?
What did their friends say?

Empathy
The
Say and Do Family See

Mapping Appearance
Attitude
Reaction
Environment
Social Media
Websites
What the market offers

Pain Gain
Frustrations, Fears, Obstacles Wants/Needs, Goals

Interaction Design Foundation

Empathy Mapping Debrief
01 What was the most valuable aspect of using empathy mapping and this activity?

How do you envision integrating the learnings from this activity into your ongoing
02 professional development?

03 What additional information do you need in order to lead with empathy in your work?
 Thank you!
Rebecca Osborne
Elon University
EMAIL: ROSBORNE4@ELON.EDU