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Duration 7 hours
Course Outline
Introduction to Design Thinking for Internal Clients
- Review of Design Thinking principles and stages
- Emphasising Empathise and Define within the internal client context
- How this methodology enhances collaboration and operational efficiency
Stage 1: Empathise (Primary Focus)
- Active listening and empathetic communication techniques
- Empathy exercises: adopting the perspective of internal clients
- Role-plays: simulating conversations with internal clients
- 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 action
- Group workshop: redefining problems from the client's perspective
- Drafting clear and actionable problem statements (POVs)
Managing Resistance to Change 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 activity: redesigning a process based on identified needs
- Collaborative drafting of improvement opportunities
- Plenary feedback session: presenting insights and commitments
Conclusion and Next Steps
- Individual and team commitments to apply empathy in daily work
- Strategies for sustaining client-centred dialogue and follow-up
Requirements
- Foundational understanding of teamwork and workplace communication
- Willingness to engage in practical and collaborative exercises
Target Audience
- Service and operations teams
- Team leaders and managers
- Internal client-facing professionals (procurement, IT, HR, facilities)
