Thank you for sending your enquiry! One of our team members will contact you shortly.
Thank you for sending your booking! One of our team members will contact you shortly.
Duration 7 hours
Course Outline
Introduction to Design Thinking
- Core principles and the value they bring to corporate environments
- Strategies for applying this methodology when collaborating with internal stakeholders
Phase 1: Empathize
- Techniques for active listening and effective, assertive communication
- Establishing trust and rapport with internal clients
- Key tools: structured interviews, observational methods, and empathy mapping
- Practical activity: Role-playing exercises to deeply understand internal client perspectives
Phase 2: Define
- Distinguishing between underlying problems and surface-level perceptions
- Utilizing frameworks: the "5 Whys," problem trees, and Point of View (POV) statements
- Case study analysis: Identifying friction points within procurement and equipment provisioning workflows
Navigating Resistance and Managing Relationships
- Analyzing the causes of resistance to change and developing mitigation strategies
- Approaches to foster acceptance, collaboration, and positive engagement
- Simulation exercise: Practicing responses to various resistance scenarios
Practical Application in Service Units
- Collaborative workshop: Mapping existing challenges and identifying improvement opportunities
- Co-creating a precise and actionable problem statement
- Plenary feedback session for group review
Conclusion and Action Plan
- Setting individual and team commitments for continuous improvement
- Integrating new insights and skills into daily operational routines
Requirements
- A foundational understanding of teamwork and professional communication
- A willingness to engage in practical, collaborative activities
Target Audience
- Service and operations teams
- Team leaders and managers
- Professionals interacting with internal clients (including procurement, IT, HR, and facilities)
