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Course Outline
Introduction to Design Thinking
- Core principles and benefits within corporate settings.
- Application strategies when working with internal clients.
Phase 1: Empathize
- Techniques for active listening and assertive communication.
- Building trust with internal clients.
- Tools: Interviews, observation, and empathy maps.
- Activity: Role-play exercises to step into the perspective of internal clients.
Phase 2: Define
- Differentiating between real problems and perceptions.
- Tools: “5 Whys,” problem trees, and POVs (Points of View).
- Practical case study: Identifying friction points in procurement and equipment provisioning processes.
Managing Resistance to Change and Relationships
- Understanding the nature of resistance to change and methods to address it.
- Strategies to foster acceptance and collaboration.
- Activity: Simulations of resistance scenarios.
Practical Application in the Services Unit
- Group workshop: Mapping current challenges and identifying opportunities for improvement.
- Co-creating a precise problem statement.
- Plenary feedback session.
Closing and Next Steps
- Individual and team commitments.
- Guidance on applying these learnings to daily work.
Requirements
- Foundational knowledge of teamwork and workplace communication.
- A readiness to engage in practical and collaborative activities.
Audience
- Service and operations teams.
- Team leaders and managers.
- Professionals interacting with internal clients (including procurement, IT, HR, and facilities).
7 Hours
