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Duration 7 hours
Course Outline
Introduction to Design Thinking for Internal Clients
- Overview of Design Thinking principles and stages
- Emphasizing Empathize and Define within the internal client context
- How this methodology enhances collaboration and operational efficiency
Stage 1: Empathize (Primary Focus)
- Active listening and empathetic communication strategies
- Empathy exercises: viewing situations from the internal client’s perspective
- Role plays: simulating interactions with internal clients
- Collaborative task: linking pain points to genuine needs using empathy maps
Stage 2: Define (Applying to Real Needs)
- From pain points to needs: turning insights into action
- Group workshop: redefining problems from the client’s viewpoint
- Creating clear, actionable problem statements (POVs)
Managing Resistance to Change and Building Relationships
- Understanding 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 exercise: redesigning processes based on identified needs
- Collaborative development of improvement opportunities
- Plenary feedback session: sharing insights and commitments
Conclusion and Future Steps
- Individual and team commitments to apply empathy in daily work
- Strategies for sustaining client-centered dialogue and follow-up
Requirements
- Fundamental grasp of teamwork and workplace communication
- Readiness to engage in practical and cooperative exercises
Audience
- Service and operations teams
- Team leaders and managers
- Professionals interacting with internal clients (procurement, IT, HR, facilities)
