Lesson 1Session 7: Customer empathy and problem-solving for support roles (2.5 hours, blended) — objectives and outcomesStrengthens customer empathy and structured problem-solving for support roles. Participants learn to explore context, manage emotions, diagnose root causes, and propose solutions that balance customer needs and business constraints in service-oriented settings.
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, and accountability habits. Participants learn to define outcomes, track commitments, manage dependencies, and communicate progress, reducing handoff issues and rework across teams in efficient workflows.
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 roles, linking daily work to customer value and outcomes. Learners explore problem framing, hypotheses, and simple experiments that inform better decisions and collaboration with product teams effectively.
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, and ethics. Learners practice reading simple reports, interpreting metrics, and using data to ask better questions and support everyday decisions in their roles with confidence.
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 skills in planning, prioritising, and protecting focus. Participants learn to align tasks with goals, estimate effort, manage interruptions, and use tools and routines that support sustainable productivity and workload balance daily.
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 collaboration skills. Learners identify key partners, understand interests, and practice communication strategies that support alignment, trust, and effective cross-functional delivery in team environments.
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, and feedback habits. Focuses on clarity, tone, active listening, and structured feedback models that support collaboration, psychological safety, and continuous performance improvement among colleagues.
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 planning and internal mobility options. They map strengths, interests, and role paths, then translate insights into concrete development actions aligned with organisational opportunities for advancement.
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 consolidating learning, assessing progress, and planning next steps. Participants review evidence of growth, capture lessons, and define ongoing development actions with managers and learning resources to sustain momentum.
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 for onboarding, baseline assessment, and career orientation. Explains how to map learner profiles, clarify expectations, and connect programme content to individual growth plans and organisational capability needs from the start.
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 clinics focused on real work challenges. Describes how to set goals, prepare cases, and co-create action plans, ensuring accountability and transfer of learning into day-to-day performance effectively.
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 capstone group project format, from brief to presentation. Participants synthesise learning, deliver evidence-based recommendations, and practice storytelling, peer feedback, and reflection on team collaboration for real impact.
Project brief and success criteriaTeam roles and collaboration normsStructuring a compelling narrativeDelivering clear recommendationsPeer feedback and reflection
