Course Outline
Introduction to Design Thinking for Government Internal Clients
- Refresher on principles and stages of Design Thinking
- Focusing on Empathize and Define in the context of internal government clients
- How this approach enhances collaboration and operational efficiency within government agencies
Stage 1: Empathize (Main Focus)
- Active listening and empathetic communication techniques for government
- Empathy exercises: understanding the perspectives of internal government clients
- Role plays: simulating conversations with internal government clients
- Collaborative activity: linking pain points to real needs through empathy maps
Stage 2: Define (Applied to Real Needs)
- Translating insights into actionable needs from the client’s perspective within government
- Group workshop: redefining problems from the viewpoint of internal government clients
- Drafting clear and actionable problem statements (POVs) for government use
Resistance to Change and Relationship Building
- Understanding and addressing resistance from internal government clients
- Simulation: managing scenarios of resistance with empathy and clarity in a government setting
- Strategies to promote collaboration and acceptance of new solutions within government agencies
Practical Application and Group Workshop
- Co-creation activity: redesigning a process based on identified needs for government
- Collaborative drafting of improvement opportunities for government operations
- Feedback session in plenary: presenting insights and commitments to enhance internal client services
Closing and Next Steps
- Individual and team commitments to apply empathy in daily government work
- Strategies for maintaining client-centered dialogue and follow-up within government agencies
Requirements
- A foundational understanding of teamwork and workplace communication for government
- Willingness to engage in practical and collaborative exercises
Audience
- Service and operations teams for government
- Team leaders and managers for government
- Internal client-facing professionals (procurement, IT, HR, facilities) for government
Testimonials (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 :).
