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Duration 7 hours (1 days)
Course Outline
Introduction to Design Thinking
- Core principles and advantages within corporate settings.
- Relevance when collaborating with internal stakeholders.
Stage 1: Empathize
- Techniques for active listening and assertive communication.
- Methods for building trust with internal clients.
- Key tools: interviews, observational studies, and empathy maps.
- Practical activity: Role-playing to perspective-shift into the position of internal clients.
Stage 2: Define
- Distinguishing between actual problems and perceived issues.
- Utilizing tools such as the “5 Whys,” problem trees, and POV (Point of View).
- Applied case study: Pinpointing friction points in procurement and equipment provisioning workflows.
Managing Resistance to Change and Relationships
- Analyzing resistance to change and strategies for overcoming it.
- Tactics to foster acceptance and foster collaboration.
- Practical activity: Simulating common resistance scenarios.
Practical Application within Service Units
- Group workshop: Mapping existing challenges and identifying improvement opportunities.
- Collaborative development of a precise problem statement.
- Plenary session for group feedback and review.
Conclusion and Next Steps
- Setting individual and team-based commitments.
- Strategies for integrating learned concepts into daily operations.
Requirements
- A foundational grasp of teamwork dynamics and professional workplace communication.
- An openness to engaging in practical, collaborative exercises.
Target Audience
- Service delivery and operations teams.
- Team leaders and managers.
- Professionals interfacing with internal clients in areas like procurement, IT, HR, and facilities management.
