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Duration 7 hours
Course Outline
Introduction to Design Thinking for Internal Stakeholders
- Review of core Design Thinking principles and stages
- Emphasizing the Empathize and Define stages within the internal client context
- How this methodology enhances collaboration and operational efficiency
Stage 1: Empathize (Primary Focus)
- Active listening and empathetic communication skills
- Empathy exercises: adopting the perspective of internal clients
- Role-plays: simulating dialogues with internal stakeholders
- Collaborative activity: linking pain points to actual needs using empathy maps
Stage 2: Define (Applied to Actual Needs)
- From pain points to needs: converting insights into actions
- Group workshop: redefining issues from the client’s standpoint
- Formulating clear, executable problem statements (POVs)
Managing Resistance and Building Relationships
- Identifying and addressing resistance from internal clients
- Simulation: navigating resistance scenarios with empathy and clarity
- Tactics to encourage collaboration and adoption 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 commitments
Conclusion and Next Steps
- Personal and team commitments to apply empathy in daily operations
- Strategies for sustaining client-centered dialogue and follow-ups
Requirements
- Fundamental knowledge of teamwork and professional communication
- Readiness to engage in practical and cooperative exercises
Target Audience
- Service and operations teams
- Team leaders and managers
- Professionals interacting with internal clients (procurement, IT, HR, facilities)
