Lesson 1Session 7: Customer empathy and problem-solving for support roles (2.5 hours, blended) — objectives and outcomesBuilds strong feeling for customers and planned problem fixing for help jobs. People learn to look at situations, handle feelings, find main causes, and suggest fixes that balance 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 in mind, clear tasks, and duty ways. People learn to set results, follow promises, handle links, and share steps, cutting hand-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 outcomesStarts product thinking for non-product jobs, linking daily work to customer worth and results. Learners look at problem setting, ideas, and simple 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 outcomesStarts non-experts on basic data ideas, places, and right ways. Learners try reading simple reports, understanding numbers, and using data to ask better questions and help 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, choosing first, and keeping focus. People learn to match tasks with aims, guess work, handle stops, and use tools and habits that help steady work and balance load.
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 mapping people involved, influence, and team work skills. Learners find key partners, know wants, and try talk ways that help 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 ways that help 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 moving choices. They map strengths, likes, and job paths, then change insights to 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 pulling together learning, checking steps, and planning next. People look back at growth proof, note lessons, and set ongoing growth actions with managers 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 how to map learner ways, 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-on-one coaching meets for real work problems. Tells 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 big group project way, from start to show. People pull together learning, give proof-based ideas, and try telling stories, friend feedback, and think on team work.
Project brief and success criteriaTeam roles and collaboration normsStructuring a compelling narrativeDelivering clear recommendationsPeer feedback and reflection
