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Duration 7 hours
Course Outline
Foundations of Design Thinking for Internal Stakeholders
- Review of core principles and phases of Design Thinking
- Emphasis on Empathize and Define within an internal client framework
- How this methodology enhances collaboration and operational efficiency
Phase 1: Empathize (Primary Focus)
- Active listening and empathetic communication methods
- Empathy exercises: adopting the perspective of internal clients
- Role-plays: simulating interactions with internal stakeholders
- Collaborative activity: linking pain points to genuine needs via empathy mapping
Phase 2: Define (Applied to Genuine Needs)
- From pain points to needs: converting insights into action
- Group workshop: reframing problems from the client’s perspective
- Drafting clear, actionable problem statements (POVs)
Managing Resistance and Fostering Relationships
- Identifying and addressing resistance from internal clients
- Simulation: navigating resistance scenarios with empathy and clarity
- Tactics to encourage collaboration and acceptance of new solutions
Practical Application and Group Workshop
- Co-creation activity: redesigning processes based on identified needs
- Collaborative drafting of improvement opportunities
- Plenary feedback session: sharing insights and committing to actions
Conclusion and Path Forward
- Individual and team pledges to integrate empathy into daily operations
- Strategies for sustaining client-centric dialogue and follow-up
Requirements
- Fundamental grasp of teamwork and workplace communication
- Openness to engage in practical, collaborative activities
Target Audience
- Service and operational teams
- Team leads and managers
- Internal stakeholder-facing professionals (procurement, IT, HR, facilities)
