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Course Outline
Introduction to Design Thinking
- Principles and benefits within corporate settings.
- Application when collaborating with internal stakeholders.
Stage 1: Empathize
- Active listening techniques and assertive communication.
- Building trust with internal stakeholders.
- Tools: interviews, observation, empathy maps.
- Activity: Role-play to immerse yourself in the perspective of internal stakeholders.
Stage 2: Define
- Identifying genuine problems versus perceptions.
- Tools: '5 Whys,' problem trees, POV (Point of View).
- Practical case: Identifying friction points in procurement and equipment provisioning workflows.
Managing Resistance to Change and Relationships
- Understanding resistance to change and strategies to address it.
- Approaches to encourage acceptance and collaboration.
- Activity: Simulation of resistance scenarios.
Practical Application in the Services Unit
- Group workshop: Mapping current challenges and opportunities for improvement.
- Co-creation of a clear problem statement.
- Plenary feedback session.
Closing and Next Steps
- Individual and team commitments.
- How to apply learnings to daily work.
Requirements
- Fundamental understanding of teamwork and workplace communication.
- Willingness to engage in practical and collaborative exercises.
Audience
- Service and operations teams.
- Team leaders and managers.
- Professionals who interact with internal stakeholders (procurement, IT, HR, facilities).
7 Hours
