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Duration 7 hours
Course Outline
Introduction to Design Thinking for Internal Stakeholders
- Review of Design Thinking principles and stages
- Emphasis on Empathize and Define within the internal client context
- How this approach enhances collaboration and operational efficiency
Stage 1: Empathize (Primary Focus)
- Active listening and empathetic communication methods
- Empathy exercises: adopting the perspective of internal stakeholders
- Role-plays: simulating interactions with internal clients
- Collaborative exercise: linking pain points to genuine needs via empathy maps
Stage 2: Define (Applied to Genuine Needs)
- From pain points to needs: converting insights into actions
- Group workshop: redefining problems from the client’s standpoint
- Formulating clear and executable problem statements (POVs)
Managing Resistance and Building Relationships
- Recognizing and addressing resistance from internal stakeholders
- Simulation: managing resistance scenarios with empathy and clarity
- Strategies to encourage collaboration and acceptance of new solutions
Practical Application and Team Workshop
- Co-creation activity: redesigning a process based on identified needs
- Collaborative drafting of improvement prospects
- Plenary feedback session: presenting insights and commitments
Conclusion and Future Actions
- Individual and team commitments to apply empathy in daily operations
- Strategies for sustaining client-centered dialogue and follow-up
Requirements
- Fundamental knowledge of teamwork and workplace communication
- Readiness to engage in practical and collaborative exercises
Target Audience
- Service and operations teams
- Team leads and managers
- Internal stakeholder-facing professionals (procurement, IT, HR, facilities)
