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Duration 7 hours
Course Outline
Overview of Design Thinking for Internal Clients
- Review of core Design Thinking principles and stages
- Emphasizing Empathize and Define within the internal client context
- The impact of this approach on collaboration and operational efficiency
Stage 1: Empathize (Primary Focus)
- Techniques for active listening and empathetic communication
- Exercises to step into the perspective of internal clients
- Role-playing: simulating interactions with internal clients
- Group activity: linking friction points to actual needs via empathy mapping
Stage 2: Define (Addressing Real Needs)
- From friction points to requirements: translating insights into action
- Group workshop: redefining issues from the client’s perspective
- Drafting precise and actionable problem statements (POVs)
Managing Resistance to Change and Building Relationships
- Recognizing and addressing resistance from internal clients
- Simulation: managing resistance scenarios with empathy and clarity
- Tactics to encourage collaboration and acceptance of new solutions
Practical Implementation and Group Workshop
- Co-creation exercise: redesigning a process based on identified needs
- Joint drafting of improvement opportunities
- Plenary feedback session: sharing insights and committing to actions
Conclusion and Future Steps
- Personal and team commitments to applying empathy in daily tasks
- Methods for sustaining client-centric dialogue and follow-up
Requirements
- Fundamental understanding of teamwork and professional communication
- A readiness to engage in practical and collaborative activities
Target Audience
- Service and operations teams
- Team leaders and managers
- Professionals interacting with internal clients (including procurement, IT, HR, and facilities)
