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Duration 7 hours
Course Outline
Introduction to Design Thinking
- Core principles and their benefits within corporate settings
- Applying these concepts when working with internal stakeholders
Phase 1: Empathize
- Techniques for active listening and assertive communication
- Building trust and rapport with internal clients
- Key tools: structured interviews, observational methods, and empathy mapping
- Practical activity: Role-playing to simulate the perspective of internal clients
Phase 2: Define
- Distinguishing genuine problems from perceived ones
- Utilizing frameworks: "5 Whys," problem trees, and POV (Point of View)
- Case study: Identifying friction points in procurement and equipment provisioning
Managing Change Resistance and Relationships
- Analyzing the sources of resistance to change and strategies to address them
- Tactics for fostering acceptance and collaborative behavior
- Simulation exercise: Navigating resistance scenarios
Application within Service Units
- Collaborative workshop: Mapping current challenges and improvement opportunities
- Joint development of a precise problem statement
- Plenary feedback session for review and alignment
Conclusion and Future Actions
- Setting individual and team commitments
- Integrating acquired skills into daily operations
Requirements
- A foundational grasp of teamwork dynamics and professional communication
- An openness to engaging in collaborative and practical exercises
Target Audience
- Service delivery and operations teams
- Team leaders and managers
- Professionals interacting with internal clients (e.g., in procurement, IT, HR, and facilities)
Testimonials (1)
Seeing aspects of idea generation, especially during the activity where we first listed bad ideas and then made the list of good ideas. I found it actually helped to get the bad ideas out as it got me into the swing of coming up with ideas, regardless of whether they were good or bad.
