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Course Outline
Introduction to Design Thinking
- Core principles and benefits in corporate settings.
- Application when working with internal clients.
Stage 1: Empathise
- Active listening techniques and assertive communication.
- Building trust with internal clients.
- Tools: interviews, observation, and empathy maps.
- Activity: Role-play to experience the perspective of internal clients.
Stage 2: Define
- Distinguishing real problems from perceptions.
- Tools: “5 Whys,” problem trees, and POV (Point of View).
- Practical case: Identifying friction points in procurement and equipment provisioning processes.
Resistance to Change and Relationship Management
- Understanding resistance to change and methods to address it.
- Strategies to foster acceptance and collaboration.
- Activity: Simulation of resistance scenarios.
Practical Application in the Services Unit
- Group workshop: Mapping current problems and improvement opportunities.
- Co-creating a clear problem statement.
- Plenary feedback session.
Closing and Next Steps
- Individual and team commitments.
- Applying learnings to daily work.
Requirements
- Foundational knowledge of teamwork and workplace communication.
- Openness to engaging in practical and collaborative exercises.
Audience
- Service and operations teams.
- Team leaders and managers.
- Professionals dealing with internal clients (procurement, IT, HR, facilities).
7 Hours
