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Duration 7 hours
Course Outline
Introduction to Design Thinking
- Core principles and advantages in corporate settings.
- Applying Design Thinking when working with internal stakeholders.
Stage 1: Empathize
- Active listening techniques and assertive communication.
- Establishing trust with internal clients.
- Tools: interviews, observation, and empathy maps.
- Activity: Role-play exercises to adopt the perspective of internal clients.
Stage 2: Define
- Distinguishing between actual problems and perceived issues.
- Tools: “5 Whys,” problem trees, and POV (Point of View).
- Practical case: Identifying friction points in procurement and equipment provisioning.
Managing Change Resistance and Relationships
- Analyzing change resistance and strategies to address it.
- Approaches to foster acceptance and collaboration.
- Activity: Simulations of resistance scenarios.
Practical Application in Service Units
- Group workshop: Mapping current challenges and improvement opportunities.
- Collaboratively crafting a clear problem statement.
- Plenary feedback session.
Conclusion and Next Steps
- Setting individual and team commitments.
- Integrating learnings into daily operations.
Requirements
- Familiarity with team dynamics and professional workplace communication.
- A readiness to engage in practical, collaborative exercises.
Target Audience
- Service and operations teams.
- Team leaders and managers.
- Professionals interfacing with internal clients (e.g., procurement, IT, HR, 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.
