Lesson 1Session 7: Customer empathy and problem-solving for support roles (2.5 hours, blended) — objectives and outcomesBoosts customer understanding and structured problem-solving for support staff. Participants learn to dig into contexts, handle emotions, find root causes, and suggest solutions balancing 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 outcomesCovers project ownership mindset, task clarity, and accountability habits. Participants define outcomes, track promises, handle dependencies, and share progress, cutting handoffs and rework 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 outcomesIntroduces product thinking for non-product staff, linking daily tasks to customer value. Learners frame problems, test ideas, and run simple experiments for better decisions and product team teamwork.
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 basics of data for non-experts, sources, and ethics. Practice reading reports, understanding metrics, and using data for sharper questions and daily role decisions.
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 outcomesBuilds planning, prioritising, and focus skills. Align tasks to goals, estimate work, handle disruptions, and use tools for steady productivity and balanced workloads.
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 mapping, influence, and teamwork skills. Identify key partners, grasp interests, and practice communication for alignment, trust, and smooth 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 key workplace communication, channels, and feedback habits. Focuses on clear messaging, tone, listening, and feedback models for teamwork, safety, and steady 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 structured career planning and internal job options. Map strengths, interests, paths, and turn insights into real development steps matching 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 outcomesConsolidates learning, checks progress, plans ahead. Review growth evidence, note lessons, and set ongoing actions with managers and 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 outcomesSets onboarding goals, baseline checks, career direction. Maps learner profiles, clarifies expectations, links programme to personal growth and company 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 issues. Set goals, prep cases, co-create plans for accountability and applying learning daily.
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 capstone project from brief to presentation. Synthesise learning, give evidence-based advice, practice storytelling, peer feedback, team reflection.
Project brief and success criteriaTeam roles and collaboration normsStructuring a compelling narrativeDelivering clear recommendationsPeer feedback and reflection
