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Course Outline
Introduction to Design Thinking for Internal Clients
- Review of Design Thinking principles and stages
- Focus on the Empathize and Define stages within the internal client context
- How this approach enhances collaboration and operational efficiency
Stage 1: Empathize (Primary Focus)
- Active listening and empathetic communication techniques
- Empathy exercises: stepping into the shoes of internal clients
- Role plays: simulations of conversations with internal clients
- Collaborative activity: linking pain points to real needs through empathy maps
Stage 2: Define (Applied to Real Needs)
- From pain points to needs: translating insights into action
- Group workshop: redefining problems from the client’s perspective
- Drafting clear and actionable problem statements (POVs)
Managing Resistance to Change and Building Relationships
- Understanding and addressing resistance from internal clients
- Simulation: handling resistance scenarios with empathy and clarity
- Strategies to foster collaboration and acceptance of new solutions
Practical Application and Group Workshop
- Co-creation activity: redesigning a process based on identified needs
- Collaborative drafting of improvement opportunities
- Plenary feedback session: presenting insights and commitments
Closing and Next Steps
- Individual and team commitments to apply empathy in daily work
- Strategies for maintaining client-centered dialogue and follow-up
Requirements
- Fundamental understanding of teamwork and workplace communication
- Willingness to engage in practical and collaborative exercises
Audience
- Service and operations teams
- Team leaders and managers
- Internal client-facing professionals (procurement, IT, HR, facilities)
7 Hours
