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Duration 7 hours
Course Outline
Introduction to Design Thinking
- Core principles and their benefits in a corporate setting
- Application strategies when serving internal clients
Phase 1: Empathize
- Techniques for active listening and assertive communication
- Methods for building trust with internal stakeholders
- Key tools: interviews, observational analysis, and empathy maps
- Practical activity: Role-play exercises to simulate internal client perspectives
Phase 2: Define
- Distinguishing between actual problems and perceived issues
- Analytical tools: 5 Whys, problem trees, and POV (Point of View)
- Case study: Identifying friction points in procurement and asset provisioning workflows
Managing Resistance to Change and Relationships
- Analyzing resistance to change and strategies for mitigation
- Approaches to foster acceptance and collaborative spirit
- Practical activity: Simulating scenarios involving resistance
Practical Application in Service Units
- Group workshop: Mapping existing challenges and identifying improvement opportunities
- Co-creating a definitive problem statement
- Plenary session for collective feedback and review
Conclusion and Future Actions
- Setting individual and team-level commitments
- Strategies for integrating learned skills into daily operations
Requirements
- Fundamental knowledge of teamwork dynamics and professional workplace communication
- Readiness to engage in hands-on and collaborative activities
Target Audience
- Service delivery and operations teams
- Team leads and managerial staff
- Professionals interacting with internal stakeholders (including those in procurement, IT, HR, and facilities)
