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Návrh Školení
Introduction to Design Thinking for Internal Clients
- Refresher on principles and stages of Design Thinking
- Focusing on Empathize and Define in the internal client context
- How this approach improves collaboration and operational efficiency
Stage 1: Empathize (Main Focus)
- Active listening and empathetic communication techniques
- Empathy exercises: stepping into the shoes of internal clients
- Role plays: simulations of conversations with internal clients
- Collaborative activity: connecting pain points to real needs through empathy maps
Stage 2: Define (Applied to Real Needs)
- From pain points to needs: translating insights into action
- Group workshop: redefining problems from the client’s perspective
- Drafting clear and actionable problem statements (POVs)
Resistance to Change and Relationship Building
- Understanding and addressing resistance from internal clients
- Simulation: handling scenarios of resistance with empathy and clarity
- Strategies to promote 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
- Feedback session in plenary: presenting insights and commitments
Closing and Next Steps
- Individual and team commitments to apply empathy in daily work
- Strategies for maintaining client-centered dialogue and follow-up
Požadavky
- Basic understanding of teamwork and workplace communication
- Willingness to participate in practical and collaborative exercises
Audience
- Service and operations teams
- Team leaders and managers
- Internal client-facing professionals (procurement, IT, HR, facilities)
7 hodiny
Reference (1)
I liked trainer the most, surely the best i have yet had the pleasure to listen to. Has very big knowlage and experience, created good atmosphere during the training, i've never felt intimidated or scared to speak, had some really good discussions. i really like that we tried to base everything we talked about on our experiences, not only professional but also educational as well as personal experiences. I also liked the amount of methods presented and the fact that we tried to use every single one of them. I also liked that this training was remote, made it a lot easier for people who are worikg a day job to be able to be on time and be active. Thanks for recommendation of the book! I will most definitely try it :).
