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Duration 7 hours
Course Outline
Foundations of Design Thinking for Internal Clients
- Review of core Design Thinking principles and stages
- Deep dive into Empathize and Define within the internal client context
- Enhancing collaboration and operational efficiency through this approach
Phase 1: Empathize (Primary Focus)
- Techniques for active listening and empathetic communication
- Empathy exercises: adopting the perspective of internal clients
- Role plays: simulating dialogues with internal stakeholders
- Collaborative exercise: mapping pain points to genuine needs using empathy maps
Phase 2: Define (Application to Real Needs)
- Transitioning from pain points to needs: turning insights into action
- Group workshop: redefining challenges from the client’s standpoint
- Formulating clear, actionable problem statements (POVs)
Managing Resistance and Building Relationships
- Recognizing and addressing resistance from internal clients
- Simulation: managing resistance scenarios with empathy and clarity
- Tactics to foster collaboration and acceptance of new solutions
Practical Application and Group Workshop
- Co-creation activity: redesigning processes based on identified needs
- Collaborative development of improvement opportunities
- Plenary feedback session: sharing insights and defining commitments
Wrap-up and Future Steps
- Setting individual and team goals to integrate empathy into daily operations
- Strategies for sustaining client-centered dialogue and follow-up
Requirements
- Familiarity with teamwork dynamics and workplace communication
- An open mindset toward participating in practical, collaborative activities
Target Audience
- Service and operations teams
- Team leads and managers
- Professionals interacting with internal clients (including procurement, IT, HR, and facilities)
