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Course Outline
Introduction to Design Thinking
- Core principles and benefits within corporate settings
- Application strategies when collaborating with internal stakeholders
Stage 1: Empathize
- Active listening techniques and assertive communication
- Building trust and rapport with internal clients
- Key tools: interviews, observation, and empathy maps
- Activity: Role-play exercises to view issues from the internal client's perspective
Stage 2: Define
- Identifying genuine problems versus perceived issues
- Key tools: “5 Whys,” problem trees, and POV (Point of View)
- Case study: Identifying friction points in procurement and asset provisioning workflows
Managing Change Resistance and Relationships
- Understanding the dynamics of change resistance and how to manage them
- Strategies for fostering acceptance and collaboration
- Activity: Simulating common resistance scenarios
Practical Application in Service Units
- Group workshop: Mapping current challenges and identifying improvement opportunities
- Collaborative creation of a clear problem statement
- Plenary feedback and discussion
Closing and Next Steps
- Setting individual and team commitments
- Integrating learnings into daily operations
Requirements
- A fundamental understanding of teamwork and workplace communication
- A willingness to engage in practical, collaborative exercises
Target Audience
- Service and operations teams
- Team leaders and managers
- Internal client-facing professionals (e.g., Procurement, IT, HR, Facilities)
7 Hours