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Duration 7 hours
Course Outline
Introduction to Design Thinking for Internal Stakeholders
- A review of core Design Thinking principles and stages
- Emphasising Empathize and Define within the context of internal client relationships
- How this methodology enhances collaboration and operational efficiency
Stage 1: Empathize (Primary Focus)
- Techniques for active listening and empathetic communication
- Empathy exercises: putting yourself in the shoes 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 Real Needs)
- Moving from pain points to needs: translating insights into action
- Group workshop: redefining challenges from the client’s viewpoint
- Drafting clear, actionable problem statements (POVs)
Navigating Resistance and Building Relationships
- Understanding and addressing resistance from internal clients
- Simulation: managing resistant scenarios with empathy and clarity
- Strategies to encourage collaboration and acceptance of new solutions
Practical Application and Group Workshop
- Co-creation activity: redesigning processes based on identified needs
- Collaboratively drafting improvement opportunities
- Plenary feedback session: presenting insights and committing to next steps
Wrap-up and Next Steps
- Personal and team commitments to integrating empathy into daily operations
- Strategies for sustaining client-centred dialogue and follow-up
Requirements
- A foundational grasp of teamwork and workplace communication
- A willingness to engage in practical, collaborative tasks
Target Audience
- Service and operations teams
- Team leaders and managers
- Internal client-facing specialists (including procurement, IT, HR, and facilities)
