Obrigado por enviar sua consulta! Um dos membros da nossa equipe entrará em contato com você em breve.
Obrigado por enviar sua reserva! Um dos membros da nossa equipe entrará em contato com você em breve.
Programa do Curso
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
Requisitos
- 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 Horas
