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Duration 7 hours
Course Outline
Introduction to Design Thinking for Internal Clients
- Review of core principles and stages of Design Thinking
- Emphasizing Empathize and Define within the internal client context
- How this methodology enhances collaboration and operational efficiency
Stage 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 clients
- Collaborative task: linking pain points to genuine needs via empathy maps
Stage 2: Define (Applied to Real Needs)
- From pain points to needs: converting insights into action
- Group workshop: redefining issues from the client's perspective
- Formulating clear, actionable problem statements (POVs)
Managing Resistance to Change and Building Relationships
- Understanding and mitigating resistance from internal clients
- Simulation: managing resistance scenarios with empathy and clarity
- Strategies 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: presenting insights and commitments
Conclusion and Next Steps
- Individual and team pledges to integrate empathy into daily work
- Strategies for sustaining client-centric dialogue and follow-up
Requirements
- Fundamental grasp of teamwork and workplace communication
- Openness to engaging in practical and collaborative activities
Target Audience
- Service and operations teams
- Team leads and managers
- Professionals interacting with internal clients (procurement, IT, HR, facilities)
