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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
Delivery Options
Private Group Training
Our identity is rooted in delivering exactly what our clients need.
- Pre-course call with your trainer
- Customisation of the learning experience to achieve your goals -
- Bespoke outlines
- Practical hands-on exercises containing data / scenarios recognisable to the learners
- Training scheduled on a date of your choice
- Delivered online, onsite/classroom or hybrid by experts sharing real world experience
Private Group Prices RRP from €2280 online delivery, based on a group of 2 delegates, €720 per additional delegate (excludes any certification / exam costs). We recommend a maximum group size of 12 for most learning events.
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