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Course Outline
Introduction to Design Thinking for Internal Clients
- Review of core principles and stages of Design Thinking
- Emphasis on 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 dialogue with internal clients
- Collaborative exercise: linking pain points to authentic needs using empathy maps
Stage 2: Define (Applying Real Needs)
- From pain points to needs: converting insights into action
- Group workshop: redefining problems from the client’s viewpoint
- Drafting clear, actionable problem statements (POVs)
Managing Resistance and Building Relationships
- Recognising 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 exercise: redesigning a process based on identified needs
- Collaborative formulation of improvement opportunities
- Plenary feedback session: presenting insights and commitments
Conclusion and Next Steps
- Individual and team commitments to apply empathy in daily operations
- Strategies for sustaining client-centric dialogue and follow-up
Requirements
- A foundational grasp of team dynamics and workplace communication
- An openness to engaging in practical, collaborative activities
Target Audience
- Service and operations teams
- Team leaders and managers
- Internal client-facing professionals (procurement, IT, HR, facilities)
7 Hours