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Duration 7 hours (1 days)
Course Outline
Introduction to Design Thinking
- Core principles and advantages in corporate settings
- Application strategies when collaborating with internal clients
Stage 1: Empathize
- Active listening techniques and assertive communication skills
- Building trust and rapport with internal clients
- Key tools: interviews, observation, and empathy maps
- Exercise: Role-playing scenarios to adopt the perspective of internal clients
Stage 2: Define
- Distinguishing actual problems from subjective perceptions
- Analytical tools: “5 Whys,” problem trees, and POV (Point of View)
- Case study: Identifying friction points in procurement and equipment provisioning workflows
Managing Resistance to Change and Relationships
- Understanding the nature of resistance to change and methods to mitigate it
- Tactics to foster acceptance and encourage collaboration
- Exercise: Simulating resistance scenarios to practice responses
Practical Application in the Services Unit
- Group workshop: Mapping existing problems and identifying opportunities for improvement
- Co-creating a clear and concise problem statement
- Plenary feedback session for collective review
Conclusion and Next Steps
- Setting individual and team commitments
- Integrating learned concepts into daily work practices
Requirements
- Fundamental knowledge of teamwork and workplace communication
- Readiness to engage in practical and collaborative activities
Target Audience
- Service and operations teams
- Team leaders and managers
- Professionals interfacing with internal clients (including procurement, IT, HR, and facilities)
