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 look into situations, handle feelings, find main causes, and suggest fixes that balance 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 outcomesLooks at project taking charge mindsets, task clearness, and duty habits. Participants learn to name results, follow promises, handle links, and share steps, cutting handoff problems and redoing work 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 look at problem setting, ideas, and simple tests that help better choices and teamwork 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 back 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 keeping focus. Participants learn to match tasks with aims, guess effort, handle breaks, and use tools and habits that back 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 teamwork skills. Learners find key partners, understand concerns, and practise talk ways that back matching, trust, and good cross-team 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 main workplace talk skills, ways, and feedback habits. Focuses on clearness, tone, active hearing, and planned feedback models that back teamwork, safe feelings, 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 career planning and internal job move choices. They map strengths, interests, and role paths, then change insights into solid 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 joining learning, checking steps, and planning next moves. Participants look back at growth proof, note lessons, and name ongoing growth actions with managers and learning tools.
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, starting check, and career guiding. Explains how to map learner profiles, make clear hopes, and link programme 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-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 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 capstone group project way, from brief to showing. Participants join learning, give proof-based suggestions, and practise telling stories, peer feedback, and thinking on team teamwork.
Project brief and success criteriaTeam roles and collaboration normsStructuring a compelling narrativeDelivering clear recommendationsPeer feedback and reflection
