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Course Outline
Introduction to Design Thinking
- Core principles and benefits within corporate settings.
- Application strategies when working with internal clients.
Stage 1: Empathize
- Techniques for active listening and assertive communication.
- Building trust with internal clients.
- Utilization of tools: interviews, observation, and empathy maps.
- Activity: Role-playing to experience the perspective of internal clients.
Stage 2: Define
- Differentiating between real problems and perceptions.
- Tools: “5 Whys,” problem trees, and POV (Point of View).
- Practical case study: Identifying friction points in procurement and equipment provisioning processes.
Managing Resistance to Change and Relationships
- Understanding the causes of resistance to change and strategies to address them.
- Approaches to foster acceptance and collaboration.
- Activity: Simulation of resistance scenarios.
Practical Application in the Services Unit
- Group workshop: Mapping current challenges and identifying opportunities for improvement.
- Co-creating a clear problem statement.
- Plenary feedback session.
Closing and Next Steps
- Establishing individual and team commitments.
- Methods for applying learned concepts to daily work.
Requirements
- Foundational knowledge of teamwork and workplace communication.
- Readiness to engage in practical and collaborative exercises.
Target Audience
- Service and operations teams.
- Team leaders and managers.
- Professionals interacting with internal clients (including procurement, IT, HR, and facilities).
7 Hours
