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Course Outline
Introduction to Design Thinking for Internal Stakeholders
- Refresher on principles and stages of Design Thinking
- Focusing on Empathize and Define within the internal stakeholder context
- How this approach enhances collaboration and operational efficiency
Stage 1: Empathize (Primary Focus)
- Active listening and empathetic communication techniques
- Empathy exercises: walking in the shoes of internal stakeholders
- Role plays: simulations of conversations with internal stakeholders
- Collaborative activity: linking challenges to real needs through empathy maps
Stage 2: Define (Applied to Real Needs)
- From challenges to needs: translating insights into action
- Group workshop: redefining problems from the stakeholder’s perspective
- Drafting clear and actionable problem statements (POVs)
Addressing Resistance and Building Relationships
- Understanding and addressing resistance from internal stakeholders
- Simulation: handling resistance scenarios with empathy and clarity
- Strategies to promote collaboration and acceptance of new solutions
Practical Application and Group Workshop
- Co-creation activity: redesigning a process based on identified needs
- Collaborative drafting of improvement opportunities
- Plenary feedback session: presenting insights and commitments
Closing and Next Steps
- Individual and team commitments to apply empathy in daily work
- Strategies for maintaining stakeholder-centric dialogue and follow-up
Requirements
- Fundamental understanding of teamwork and workplace communication
- Willingness to engage in practical and collaborative exercises
Audience
- Service and operations teams
- Team leaders and managers
- Internal stakeholder-facing professionals (procurement, IT, HR, facilities)
7 Hours
