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 help jobs. People learn to look at situations, handle feelings, find main causes, and suggest fixes that fit 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 owning projects, clear tasks, and being responsible. People learn to set results, follow promises, handle links, and share steps, cutting pass-off problems and re-do 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 outcomesTeaches 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 work with product teams.
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 outcomesTeaches non-experts basic data ideas, sources, and right ways. Learners try reading simple reports, understanding numbers, and using data to ask better questions and back 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, picking first, and keeping focus. People learn to match tasks with aims, guess work, handle breaks, and use tools and habits for steady work 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 skills in mapping people involved, influencing, and team work. Learners find key partners, get their wants, and try talk ways that build match, trust, and good cross-team work.
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 that helps team work, safe feelings, and steady 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 outcomesGuides people through planned job planning and inside move choices. They map strengths, likes, and job paths, then turn ideas into real 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 outcomesFocuses on pulling together learning, checking steps, and planning next. People look at growth proof, note lessons, and set ongoing growth steps with bosses and learning helps.
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 starting on, base check, and job path guide. Explains mapping learner types, clear hopes, 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-on-one coaching for real work problems. Describes setting aims, ready cases, and making action plans together, making sure follow-through and learning goes 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 big group project way, from start to show. People pull learning, give proof-based ideas, and try story-telling, peer notes, and think on team work.
Project brief and success criteriaTeam roles and collaboration normsStructuring a compelling narrativeDelivering clear recommendationsPeer feedback and reflection
