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Course Outline
Introduction to Design Thinking
- Principles and benefits in corporate environments
- Application when working with internal clients
Stage 1: Empathize
- Active listening techniques and assertive communication
- Building trust with internal clients
- Tools: interviews, observation, empathy maps
- Activity: role play to step into the shoes of internal clients
Stage 2: Define
- Identifying real problems vs perceptions
- Tools: “5 Whys,” problem trees, POV (Point of View)
- Practical case: identifying friction points in procurement and equipment provisioning processes
Resistance to Change and Relationship Management
- Understanding resistance to change and how to address it
- Strategies to encourage acceptance and collaboration
- Activity: simulation of resistance scenarios
Practical Application in the Services Unit
- Group workshop: mapping current problems and opportunities for improvement
- Co-creation of a clear problem statement
- Feedback session in plenary
Closing and Next Steps
- Individual and team commitments
- How to apply the learnings to daily work
Requirements
- Basic understanding of teamwork and workplace communication
- Willingness to participate in practical and collaborative exercises
Audience
- Service and operations teams
- Team leaders and managers
- Internal client-facing professionals (procurement, IT, HR, facilities)
7 Hours
Testimonials (1)
I liked trainer the most, surely the best i have yet had the pleasure to listen to. Has very big knowlage and experience, created good atmosphere during the training, i've never felt intimidated or scared to speak, had some really good discussions. i really like that we tried to base everything we talked about on our experiences, not only professional but also educational as well as personal experiences. I also liked the amount of methods presented and the fact that we tried to use every single one of them. I also liked that this training was remote, made it a lot easier for people who are worikg a day job to be able to be on time and be active. Thanks for recommendation of the book! I will most definitely try it :).
