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 Stakeholders
- Review of Design Thinking principles and stages
- Deep dive into Empathize and Define within the internal client context
- How this methodology boosts collaboration and operational efficiency
Stage 1: Empathize (Primary Focus)
- Active listening and empathetic communication strategies
- Empathy exercises: putting yourself in the shoes of internal clients
- Role-plays: simulating conversations with internal stakeholders
- Collaborative activity: linking pain points to genuine needs via empathy maps
Stage 2: Define (Applied to Genuine Needs)
- From pain points to needs: converting insights into action
- Group workshop: redefining problems from the client’s perspective
- Drafting clear, actionable problem statements (POVs)
Managing Resistance to Change and Building Relationships
- Recognizing and addressing resistance from internal stakeholders
- 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: sharing insights and commitments
Wrap-up and Next Steps
- Individual and team commitments to integrate empathy into daily work
- Strategies for sustaining client-centered dialogue and follow-up
Requirements
- A foundational grasp of teamwork and workplace communication
- An openness to engaging in practical, collaborative exercises
Target Audience
- Service and operations teams
- Team leaders and managers
- Internal client-facing professionals (including procurement, IT, HR, and facilities)
Testimonials (1)
Seeing aspects of idea generation, especially during the activity where we first listed bad ideas and then made the list of good ideas. I found it actually helped to get the bad ideas out as it got me into the swing of coming up with ideas, regardless of whether they were good or bad.
