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Duration 7 hours (1 days)
Course Outline
Introduction to Design Thinking
- Core principles and benefits within corporate settings
- Applications when engaging with internal clients
Stage 1: Empathize
- Active listening techniques and assertive communication
- Establishing trust with internal clients
- Tools: interviews, observation, empathy maps
- Activity: Role-playing to simulate the perspective of internal clients
Stage 2: Define
- Distinguishing genuine problems from perceptions
- Tools: “5 Whys,” problem trees, POV (Point of View)
- Practical case study: Identifying friction points in procurement and equipment provisioning
Resistance to Change and Relationship Management
- Recognizing resistance to change and strategies to overcome it
- Approaches to promote acceptance and collaboration
- Activity: Simulating resistance scenarios
Practical Application in the Services Unit
- Group workshop: Mapping current issues and improvement opportunities
- Co-creating a concise problem statement
- Plenary feedback session
Closing and Next Steps
- Setting individual and team commitments
- Applying learned concepts to daily workflows
Requirements
- Familiarity with teamwork and professional workplace communication
- A readiness to engage in practical and collaborative activities
Target Audience
- Service and operations teams
- Team leaders and managers
- Professionals interfacing with internal clients (e.g., in procurement, IT, HR, facilities)
