Lesson 1Session 7: Customer empathy and problem-solving for support roles (2.5 hours, blended) — objectives and outcomesBuilds customer understanding and organised problem-solving for support positions. Participants learn to check situations, handle feelings, find main causes, and suggest fixes that weigh customer wants and business limits.
Building empathy in customer dialogsExploring context with better questionsIdentifying root causes and patternsDesigning options within constraintsFollowing up and closing the loopLesson 2Session 3: Project ownership and task accountability (2.5 hours, blended) — objectives and outcomesLooks at project responsibility attitudes, task clearness, and answerability practices. Participants learn to set results, follow promises, handle links, and share advances, cutting handover troubles and repeat work in teams.
Ownership mindset and role clarityDefining outcomes, not just tasksTracking commitments and deadlinesManaging dependencies and blockersStatus updates and escalation pathsLesson 3Session 8: Product thinking fundamentals for non-product roles (2.5 hours, online) — objectives and outcomesPresents product thinking for non-product positions, tying daily tasks to customer worth and results. Learners check problem setting, ideas, and basic tests that guide better choices and teamwork with product groups.
What product thinking really meansProblem framing and opportunity sizingCustomer value and success metricsHypotheses and lightweight testsPartnering effectively with productLesson 4Session 4: Basic data literacy for non-data roles (3 hours, online) — objectives and outcomesIntroduces non-experts to simple data ideas, sources, and morals. Learners try reading easy reports, explaining measures, and using data to pose better questions and back daily choices in their positions.
Data types, sources, and qualityReading tables, charts, and dashboardsUnderstanding key business metricsInterpreting trends and outliersData ethics, privacy, and biasLesson 5Session 5: Time management and prioritisation (2 hours, online) — objectives and outcomesDevelops abilities in scheduling, ranking, and guarding attention. Participants learn to match tasks with aims, guess work, handle breaks, and use aids and habits that back lasting output and load balance.
Clarifying goals and key outcomesTask breakdown and effort estimatesPrioritization frameworks in practiceCalendar blocking and focus ritualsManaging interruptions and contextLesson 6Session 6: Stakeholder management and cross-functional collaboration (3 hours, in-person) — objectives and outcomesGrows stakeholder mapping, sway, and teamwork abilities. Learners spot main partners, grasp concerns, and try talking plans that back matching, trust, and good cross-group delivery.
Stakeholder mapping and analysisUnderstanding interests and driversAdapting messages to audiencesRunning effective cross-team meetingsManaging conflict and misalignmentLesson 7Session 2: Effective workplace communication and feedback (3 hours, in-person) — objectives and outcomesCovers main workplace talking abilities, ways, and feedback habits. Centres on clearness, manner, active hearing, and set feedback forms that back teamwork, mind safety, and steady performance betterment.
Communication styles and common gapsChoosing channels and setting normsActive listening and questioning drillsGiving and receiving feedback safelyHandling difficult conversationsLesson 8Session 9: Career planning workshop and internal mobility pathways (2 hours, in-person) — objectives and outcomesDirects participants through set career scheduling and internal shift choices. They outline strengths, likes, and position routes, then change views into solid growth steps matched with company chances.
Self-assessment of strengths and gapsExploring internal role pathwaysTranslating skills across functionsBuilding a development roadmapNetworking and sponsorship tacticsLesson 9Session 12: Consolidation, assessment, and next-step planning (2 hours, blended) — objectives and outcomesCentres on gathering learning, checking advance, and scheduling next moves. Participants look back at growth proof, note lessons, and set continuing growth steps with bosses and learning aids.
Reviewing goals and key outcomesSelf and facilitator assessmentsCapturing lessons and insightsTranslating learning into habitsNext-step plans with managersLesson 10Session 1: Onboarding, baseline assessment, and career-path orientation (2 hours, blended) — objectives and outcomesSets aims for joining, starting check, and career guiding. Explains how to outline learner types, make hopes clear, and link programme materials to personal growth plans and company skill needs.
Welcome, program overview, and normsBaseline skills and needs assessmentClarifying role expectations and successCareer aspirations and growth driversLearning contract and commitment planLesson 11Session 10: One-to-one coaching clinics and action planning (4 x 1-hour slots over month, blended) — objectives and outcomesOutlines personal coaching sessions aimed at real job issues. Describes how to set aims, ready cases, and jointly make action plans, ensuring answerability and moving learning into daily output.
Selecting focus topics for coachingStructuring a coaching conversationExploring options and obstaclesDesigning concrete action stepsTracking progress between sessionsLesson 12Session 11: Capstone group project presentations and peer feedback (3 hours, in-person) — objectives and outcomesDetails the final group project setup, from start to showing. Participants combine learning, give proof-based suggestions, and try telling stories, peer comments, and thinking on team teamwork.
Project brief and success criteriaTeam roles and collaboration normsStructuring a compelling narrativeDelivering clear recommendationsPeer feedback and reflection
