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Course Outline
Introduction to Design Thinking
- Core principles and benefits within corporate environments.
- Application strategies when working with internal clients.
Stage 1: Empathize
- Active listening techniques and assertive communication methods.
- Building trust with internal clients.
- Tools: Interviews, observation, empathy maps.
- Activity: Role-play to experience the perspective of internal clients.
Stage 2: Define
- Differentiating between real problems and perceptions.
- Tools: "5 Whys," problem trees, POV (Point of View).
- Practical case study: Identifying friction points in procurement and equipment provisioning processes.
Managing Resistance to Change and Relationships
- Understanding the causes of resistance and strategies to address them.
- Techniques to encourage acceptance and collaboration.
- Activity: Simulation of resistance scenarios.
Practical Application in the Services Unit
- Group workshop: Mapping current challenges and improvement opportunities.
- Co-creating a clear problem statement.
- Plenary feedback session.
Closing and Next Steps
- Individual and team commitments.
- Strategies for applying learnings to daily work.
Requirements
- Foundational understanding of teamwork and workplace communication.
- Openness to participating in practical and collaborative exercises.
Audience
- Service and operations teams.
- Team leaders and managers.
- Professionals who interact with internal clients (e.g., procurement, IT, HR, facilities).
7 Hours
