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Duration 7 hours (1 days)
Course Outline
Introduction to Design Thinking
- Core principles and benefits within corporate settings
- Application when collaborating with internal stakeholders
Stage 1: Empathise
- Active listening techniques and assertive communication
- Building trust with internal stakeholders
- Tools: interviews, observation, empathy maps
- Activity: Role-play to adopt the perspective of internal stakeholders
Stage 2: Define
- Distinguishing actual problems from perceived ones
- 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 strategies for addressing it
- Tactics to foster 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
- Plenary feedback session
Closing and Next Steps
- Individual and team commitments
- Applying learnings to daily operations
Requirements
- Familiarity with teamwork dynamics and workplace communication.
- Readiness to engage in practical, collaborative activities.
Audience
- Service and operations teams.
- Team leaders and managers.
- Internal stakeholder-facing professionals (procurement, IT, HR, facilities).
