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Course Outline
Introduction to Design Thinking for Internal Clients
- Review of Design Thinking principles and stages
- Focusing on the Empathize and Define stages within the internal client context
- Understanding how this approach enhances collaboration and operational efficiency
Stage 1: Empathize (Primary Focus)
- Active listening and empathetic communication techniques
- Empathy exercises: experiencing the internal client’s perspective
- Role-plays: simulating interactions with internal clients
- Collaborative activity: linking pain points to genuine needs using empathy maps
Stage 2: Define (Applying to Real Needs)
- Translating pain points into needs: converting insights into action
- Group workshop: reframing problems from the client’s perspective
- Drafting clear and actionable problem statements (POVs)
Managing Resistance and Building Relationships
- Understanding and addressing resistance from internal clients
- Simulation: navigating scenarios of resistance 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 development of improvement opportunities
- Plenary feedback session: sharing insights and commitments
Closing and Next Steps
- Individual and team pledges to integrate empathy into daily work
- Strategies for sustaining client-centered dialogue and follow-up
Requirements
- Foundational knowledge of teamwork and workplace communication
- Readiness to engage in practical and collaborative exercises
Target Audience
- Service and operations teams
- Team leaders and managers
- Internal client-facing professionals (including procurement, IT, HR, and facilities teams)
7 Hours
