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Course Outline
Introduction to Design Thinking
- Key principles and benefits within corporate settings
- Application strategies when collaborating with internal clients
Stage 1: Empathize
- Active listening techniques and assertive communication
- Building trust with internal stakeholders
- Key tools: interviews, observation, and empathy maps
- Activity: Role-play exercises to view situations from the internal client's perspective
Stage 2: Define
- Differentiating actual problems from mere perceptions
- Key tools: “5 Whys,” problem trees, and POV (Point of View)
- Practical case study: Identifying friction points in procurement and equipment provisioning workflows
Managing Resistance to Change and Relationships
- Understanding and addressing resistance to change
- Strategies to foster acceptance and collaboration
- Activity: Simulating various resistance scenarios
Practical Application in Service Units
- Group workshop: Mapping current issues and identifying improvement opportunities
- Co-creation of a precise problem statement
- Plenary feedback session
Closing and Next Steps
- Setting individual and team commitments
- Integrating learnings into daily work practices
Requirements
- A foundational understanding of teamwork and professional communication
- An openness to engage in practical, collaborative activities
Target Audience
- Service and operations teams
- Team leaders and managers
- Professionals serving internal clients (including procurement, IT, HR, and facilities)
7 Hours
