Thank you for sending your enquiry! One of our team members will contact you shortly.
Thank you for sending your booking! One of our team members will contact you shortly.
Duration 7 hours
Course Outline
Introduction to Design Thinking for Internal Clients
- Review of core Design Thinking principles and stages
- Application of Empathize and Define within an internal client framework
- Enhancing collaboration and operational efficiency through this approach
Stage 1: Empathize (Primary Focus)
- Techniques for active listening and empathetic communication
- Exercises that encourage stepping into the shoes of internal clients
- Role plays simulating interactions with internal stakeholders
- Collaborative mapping of pain points to real needs using empathy maps
Stage 2: Define (Applied to Real Needs)
- Translating pain points into actionable needs
- Group workshop for redefining problems from the client’s perspective
- Creating clear, actionable problem statements (Point of Views)
Managing Resistance to Change and Building Relationships
- Identifying and addressing resistance from internal clients
- Simulations for handling resistance scenarios with empathy and clarity
- Strategies to foster collaboration and acceptance of new solutions
Practical Application and Group Workshop
- Co-creation activity to redesign processes based on identified needs
- Collaborative development of improvement opportunities
- Plenary feedback session for presenting insights and commitments
Closing and Next Steps
- Commitments for individuals and teams to integrate empathy into daily work
- Strategies for sustaining client-centered dialogue and follow-up
Requirements
- Foundational knowledge of teamwork and workplace communication
- Eagerness to engage in practical, collaborative exercises
Target Audience
- Service and operations teams
- Team leaders and managers
- Professionals interacting with internal clients (procurement, IT, HR, facilities)
