The Thai business owner believes that new graduates lack important practical skills for the workplace like client service, time management, and maturity. While schools teach technical skills, they do not adequately prepare students for the real world according to the owner. As a result, the owner prefers to hire experienced staff who do not require additional training. However, the tight labor market is forcing the owner to hire and train new graduates, which frustrates him because they cannot immediately take on client roles. The owner feels that on-the-job experience is more valuable than formal education alone.

1. Stakeholder:
Thai
Business
Owner
Do:

Taps fingers on table.

Fidgets with pen.

Uses hand gestures when talking
about practical skills needed by new
employees.
Say:

We are always looking for people
with talent and experience.

Experience is key to being successful
in this business

We rarely recruite new graduates,
they lack key skills.

School teaches kids how to write a
press release or speech – but it does
not teach client service or time
management.

Lately we have had difficulty finding
good people and hired a recent grad,
we now have to train them before they
can work with clients.

There is an issue of maturity – this is
mostly resolved after spending time on
the job.
Think:
Feel:

The boss does not believe that
school provides adequate
preparation for students.

While they may have technical
skills he thinks that they lack client
service, time manament and other
intangible skill sets.

His position is that he needs to
hire experienced staff to avoid
having to train new hires.

The boss feels frustrated by the fact
that new graduates cannot step into
an active client service role.

He does not value the educational
experience as much as the 'on-the-job'
experience of potential employees.

The tight labor market (in Thailand) is
forcing him to hire new graduates and
provide training before they interact
with clients.
Problem Statement: The experienced, client-focused, hard working,
middle aged, expatriate business owner needs to be able to hire
employees who have maturity and are able to work with clients
because the PR business in Thailand revolves around client
relationships and Asian culture respects age.
Design Thinking Action Lab – Assignment 6: Empathy Map Jeremy E. Plotnick