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Course Outline
Introduction to Design Thinking
- Principles and benefits in corporate environments.
- Application when working with internal clients.
Stage 1: Empathize
- Active listening techniques and assertive communication.
- Building trust with internal clients.
- Tools: interviews, observation, empathy maps.
- Activity: role play to step into the shoes of internal clients.
Stage 2: Define
- Identifying real problems vs perceptions.
- Tools: “5 Whys,” problem trees, 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 how to address it.
- Strategies to encourage acceptance and collaboration.
- Activity: simulation of resistance scenarios.
Practical Application in the Services Unit
- Group workshop: mapping current problems and opportunities for improvement.
- Co-creation of a clear problem statement.
- Feedback session in plenary.
Closing and Next Steps
- Individual and team commitments.
- How to apply the learnings to daily work.
Requirements
- Fundamental understanding of teamwork and workplace communication.
- Readiness to engage in practical and collaborative exercises.
Audience
- Service and operations teams.
- Team leaders and managers.
- Internal client-facing professionals (procurement, IT, HR, facilities).
7 Hours
Testimonials (1)
Monika's energy and huge knowledge, useful tools, adjusting the speed of training to the group
