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Duration 7 hours
Course Outline
Introduction to Design Thinking
- Core principles and benefits within corporate settings
- Strategies for applying Design Thinking when collaborating with internal stakeholders
Stage 1: Empathize
- Techniques for active listening and assertive communication
- Methods for building trust with internal stakeholders
- Key tools: interviews, observation, and empathy maps
- Practical activity: Role-playing to gain perspective from the internal stakeholder’s viewpoint
Stage 2: Define
- Distinguishing actual problems from perceived issues
- Utilization of frameworks such as “5 Whys,” problem trees, and POV (Point of View)
- Case study: Identifying friction points in procurement and equipment provisioning workflows
Navigating Resistance to Change and Relationship Dynamics
- Analyzing resistance to change and effective mitigation strategies
- Tactics for fostering acceptance and collaborative engagement
- Simulation exercise: Managing resistance scenarios
Practical Application within Service Units
- Group workshop: Mapping existing challenges and improvement opportunities
- Co-creating a definitive problem statement
- Plenary feedback and discussion
Conclusion and Future Actions
- Setting individual and team commitments
- Integrating key learnings into daily professional practices
Requirements
- A foundational understanding of teamwork and professional workplace communication
- A readiness to engage in hands-on, collaborative activities
Target Audience
- Service and operations teams
- Team leaders and managers
- Professionals interfacing with internal clients (including procurement, IT, HR, and facilities)
