Lesson 1Session 7: Customer empathy and problem-solving for support roles (2.5 hours, blended) — objectives and outcomesBuilds customer understanding and planned problem fixing for aid jobs. Participants learn to check settings, handle feelings, find main causes, and suggest fixes that balance customer needs 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 owning ways, task clearness, and duty habits. Participants learn to set results, follow promises, handle links, and share steps, lessening pass-on problems and re-do 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 outcomesStarts product thinking for non-product jobs, linking daily work to customer worth and results. Learners look at problem setting, ideas, and easy tests that help better choices and team work 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 outcomesStarts non-experts on basic data ideas, sources, and right ways. Learners try reading simple reports, understanding measures, and using data to ask better questions and aid daily choices in jobs.
Data types, sources, and qualityReading tables, charts, and dashboardsUnderstanding key business metricsInterpreting trends and outliersData ethics, privacy, and biasLesson 5Session 5: Time management and prioritization (2 hours, online) — objectives and outcomesBuilds skills in planning, ranking, and keeping focus. Participants learn to match tasks with aims, guess work, handle breaks, and use tools and habits that aid lasting work 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 charting, effect, and team skills. Learners find key partners, understand aims, and try talk ways that aid match, trust, and good cross-team giving.
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 work talk skills, ways, and feedback habits. Focuses on clearness, tone, good listening, and planned feedback models that aid team work, safe feelings, and ongoing work bettering.
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 outcomesLeads participants through planned job planning and inside move choices. They chart strengths, interests, and job paths, then change insights into real growth actions 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 outcomesFocuses on joining learning, checking steps, and planning next. Participants look back at growth proof, note lessons, and set ongoing growth actions with leaders 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, base check, and job guide. Explains how to chart learner types, make hopes clear, and link program content 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 one-to-one coaching spots focused on real work problems. Describes how to set aims, ready cases, and make action plans together, making sure duty and moving learning to daily work.
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 top group project way, from short to showing. Participants join learning, give fact-based ideas, and try story telling, peer feedback, and think on team work.
Project brief and success criteriaTeam roles and collaboration normsStructuring a compelling narrativeDelivering clear recommendationsPeer feedback and reflection
