Lesson 1Session 7: Customer empathy and problem-solving for support roles (2.5 hours, blended) — objectives and outcomesBuilds customer understanding and planned problem-solving for support jobs. Participants learn to check context, handle feelings, find root causes, and suggest solutions 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 project owning ways of thinking, task clearness, and duty habits. Participants learn to name results, follow promises, handle links, and share steps, cutting hand-off problems and re-doing 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 thinking for non-product jobs, linking daily work to customer worth and results. Learners check problem setting, ideas, and simple tests that inform better choices and working 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 outcomesIntroduces non-experts to basic data ideas, sources, and right ways. Learners practise reading simple reports, explaining measures, and using data to ask better questions and aid daily choices in their 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 prioritisation (2 hours, online) — objectives and outcomesBuilds skills in planning, ranking, and guarding focus. Participants learn to match tasks with aims, guess effort, handle breaks, and use tools and habits that aid lasting work output 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 outcomesDevelops stakeholder mapping, influence, and working together skills. Learners spot key partners, understand concerns, and practise talk ways that aid matching, trust, and good cross-function giving.
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 workplace talk skills, ways, and feedback habits. Focuses on clearness, tone, active hearing, and planned feedback models that aid working together, mind safety, and ongoing performance 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 participants through planned job planning and inside movement choices. They map strengths, interests, and role paths, then turn insights into real growth actions matched with organisation 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 joining learning, checking steps, and planning next moves. Participants review proof of growth, note lessons, and name ongoing growth actions with managers and learning 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 outcomesNames aims for joining, base checking, and job guiding. Explains how to map learner profiles, make clear hopes, and link programme content to personal growth plans and organisation ability 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 coaching meetings focused on real work problems. Describes how to set aims, prepare cases, and together make action plans, ensuring duty and moving learning into day-to-day 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 capstone group project way, from brief to showing. Participants join learning, give proof-based suggestions, and practise story-telling, peer feedback, and thinking on team working.
Project brief and success criteriaTeam roles and collaboration normsStructuring a compelling narrativeDelivering clear recommendationsPeer feedback and reflection
