Lesson 1Session 7: Customer empathy and problem-solving for support roles (2.5 hours, blended) — objectives and outcomesStrengthens customer empathy an structured problem-solvin fi support roles. Participants learn fi explore context, manage emotions, diagnose root causes, an propose solutions dat balance customer needs an business constraints.
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 outcomesExplores project ownership mindsets, task clarity, an accountability habits. Participants learn fi define outcomes, track commitments, manage dependencies, an communicate progress, reducin handoff issues an rework across 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 outcomesIntroduces product thinkin fi non-product roles, linkin daily work to customer value an outcomes. Learners explore problem framin, hypotheses, an simple experiments dat inform better decisions an collaboration wid 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 outcomesIntroduces non-specialists to basic data concepts, sources, an ethics. Learners practice readin simple reports, interpretin metrics, an usin data fi ask better questions an support everyday decisions in dem roles.
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 plannin, prioritizin, an protectin focus. Participants learn fi align tasks wid goals, estimate effort, manage interruptions, an use tools an routines dat support sustainable productivity an workload 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 outcomesDevelops stakeholder mappin, influence, an collaboration skills. Learners identify key partners, understand interests, an practice communication strategies dat support alignment, trust, an effective cross-functional 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 core workplace communication skills, channels, an feedback habits. Focuses on clarity, tone, active listenin, an structured feedback models dat support collaboration, psychological safety, an continuous performance improvement.
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 participants through structured career plannin an internal mobility options. Dem map strengths, interests, an role paths, den translate insights into concrete development actions aligned wid organizational opportunities.
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 consolidatin learnin, assessin progress, an plannin next steps. Participants review evidence a growth, capture lessons, an define ongoing development actions wid managers an learnin resources.
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 outcomesDefines goals fi onboardin, baseline assessment, an career orientation. Explains how fi map learner profiles, clarify expectations, an connect program content to individual growth plans an organizational capability 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 coachin clinics focused on real work challenges. Describes how fi set goals, prepare cases, an co-create action plans, ensurin accountability an transfer a learnin into day-to-day performance.
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 di capstone group project format, from brief to presentation. Participants synthesize learnin, deliver evidence-based recommendations, an practice storytelling, peer feedback, an reflection on team collaboration.
Project brief and success criteriaTeam roles and collaboration normsStructuring a compelling narrativeDelivering clear recommendationsPeer feedback and reflection
