How the Empty Chair Technique Can Transform Your Business Approach for Better Results

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Image description: A black and white photo with two unoccupied chairs placed next to each other
Photo Credit: Fien De Vos: Two empty chairs side by side

Origins and Definition

The empty chair technique originated in Gestalt therapy, introduced by Fritz Perls, in the mid-20th century. It is a symbolic and interactive tool designed to help individuals confront unresolved emotions or internal conflicts by imagining another person or part of themselves in an empty chair and engaging in dialogue with them or it. This technique fosters emotional expression, self-awareness, and conflict resolution.

In a business context, the empty chair has been repurposed as a tool to promote empathy and customer or stakeholder representation. Companies like Amazon and Starbucks use it to symbolically represent key stakeholders (e.g., customers, employees) in decision-making, ensuring their needs and perspectives are central to discussions. 

High-Level Scenario for Business Workshops 

Imagine a product development team working on a new feature. An empty chair is placed in the room, representing the customer. Throughout the workshop, participants are encouraged to "consult" the chair by asking how the customer might feel about design choices, usability, or pricing. For example, one team member might say, "What would our customer think about this feature? Would it solve their problem or create new frustrations?" This process helps teams maintain a customer-centric approach while brainstorming solutions. 

Another variation could involve two chairs: one for the customer and another for the employee. This dual representation ensures both perspectives are acknowledged, fostering balanced decision-making. 

Workshop Outline: Using the Empty Chair Technique 

You can adapt this for your context but here is an outline you could use as a starting point for a workshop you are designing.

  1. Introduction (5-10 minutes) 
  • Explain the concept of the empty chair technique and its origins in therapy. 
  • Highlight its relevance in fostering empathy and representation in business settings. 
  1. Setting the Scene (10 minutes) 
  • Place an empty chair (or chairs) in the room. 
  • Assign symbolic meaning to the chair(s)—e.g., one for the customer, one for the employee, or another key stakeholder relevant to your purpose. 

This could be different in size and shape of chair(s) or something that would help participants recognise this chair is the 'empty chair'.

  1. Interactive Discussion or Role Play (20-30 minutes) 
  • Ask participants to address the chair directly as if speaking to the represented stakeholder. This could be a person sat in the chair or left empty. 
  • Use can use prompts such as:
    • "What problems might this solution create for you?" 
    • "Does this decision address your biggest needs?" 
    • "How would you feel about this change?" 
    • Encourage participants to rotate roles, stepping into the perspective of the stakeholder to respond. This builds deeper empathy and engagement. 
    • Group Reflection (10-15 minutes) 
    • Discuss key insights gained from the exercise. 
    • Ask: "Did this shift our understanding of the customer/employee perspective?" and "What might we do differently after this session?" 
    • Action Plan (10 minutes) 
    • Summarise the takeaways and agree on how to integrate them into decision-making processes. 
  • Prompts and Ideas for Workshops: 
    • For Customer-Centricity: 
    • "What would the customer prioritise in this situation?" 
    • "Would this decision improve or frustrate their experience?" 
    • For Employee Inclusion: 
    • "How would this decision impact employee morale or a specific situation?" 
    • "What feedback might employees give us if they were in this room right now?" 
    • For Innovation and Problem-Solving: 
    • "If the customer could design this product, what would they do?" 
    • "What concerns might the customer have about this feature?" 
    • "How can we make this product more intuitive for the customer?"
  • Simple Summary The empty chair technique promotes empathy by symbolizing stakeholders in discussions. Originating in therapy, it helps address abstract concepts like customer or employee needs in a tangible way. In workshops, it encourages participants to actively consider these perspectives, leading to more thoughtful decisions and innovative solutions.

Have you ever encountered an experience like this before?