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Course Outline
Introduction to Design Thinking
- Principles and benefits within corporate environments.
- Application when working with internal clients.
Phase 1: Empathize
- Active listening techniques and assertive communication.
- Building trust with internal clients.
- Tools: interviews, observation, empathy maps.
- Activity: role-play to experience the perspective of internal clients.
Phase 2: Define
- Distinguishing real problems from 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 resistance to change and strategies to address it.
- Approaches to encourage acceptance and collaboration.
- Activity: simulation of resistance scenarios.
Practical Application in the Services Unit
- Group workshop: mapping current challenges and opportunities for improvement.
- Co-creation of a clear problem statement.
- Feedback session in plenary.
Closing and Next Steps
- Individual and team commitments.
- Strategies for applying learnings to daily work.
Requirements
- Foundational understanding of teamwork and workplace communication.
- A willingness to engage in practical and collaborative exercises.
Target Audience
- Service and operations teams.
- Team leaders and managers.
- Professionals interfacing with internal clients (procurement, IT, HR, facilities).
7 Hours
