CLASS RULES

1. Do not use the laptop without the instructor's permission

(or No camera - No “Present)

2. Attendance check 15’ after class starts

3. Submit assignments on time

LMS key: 1
Advanced Business Communication
SSB201
Instructor: TrangNH

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WHY SSB201?
Upon the completion of this course, the learners will be able to:
(1) communicate effectively in writing the basic and practical business correspondence
including emails and letters to internal and external customers (peers, subordinates,
superiors, customers, partners, suppliers, and other stakeholders.
(2) communicate effectively in speaking in different business contexts including socialization,
staff meetings, meetings with customers and partners where the learners may play the role
of participants or presenters.
(3) successfully present their ideas of major research/problem solving in form of business
report and presentation.
(4) personalize their communication style to enhance communicative effects and leave good
impression on readers/audience
(5) communicate effectively in job preparation 3
Design Thinking
World changing Ideas and innovation
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Learning objectives
Upon completion of this chapter, you will:
1. Understand and be able to apply design
process.
2. Create viable solutions to a real-world
problem by utilizing the design process.

"Design Thinking for 11th Graders" 2017 by user Bridget McGraw

5
under license“ Creative Commons Attribution Non-Commercial Share Alike"
What is
Design Thinking?
• Design thinking is a methodology for creative problem solving.
• Design Thinking is an approach to addressing challenges in a
thoughtful and fun way, where you get to apply the 4Cs -
collaboration, creativity, critical thinking, and
communication - to your own work as you develop new
solutions for your classroom, school, and community.

"Design Thinking for 11th Graders" 2017 by user Bridget McGraw

under license“ Creative Commons Attribution Non-Commercial Share Alike" 6
 The Design Thinking Process

"Design Thinking for 11th Graders" 2017 by user Bridget McGraw

under license“ Creative Commons Attribution Non-Commercial Share Alike" 7
Design Thinking Process
1. Empathize

Empathy is the foundation of human-centered design process.

To empathize, we:
- Observe (quan sat): View users and their behavior in the
context of their lives
- Engage (tuong tac): Interact and interview users through both
scheduled and short “intercept” encounters
- Immerse: experience what your user experiences.

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1. Empathize by
Interviewing
Why interview?
• We want to understand a person’s
thoughts, emotions, and motivations, so
that we can determine how to innovate for
him or her.
• By understanding the choices that person
makes and the behaviors that person
engages in, we can identify their needs and
design for those needs.
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 Prepare for the
interview
A. Brainstorm questions

• Write down all of the potential

questions your team can generate.
• Try to build on one another’s ideas
in order to flesh out meaningful
subject areas.

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 Prepare for the
interview
B. Identify and order (sap xep) themes
• Similar to “grouping” in synthesis, have your
team identify themes or subject areas into
which most questions fall.
• Once you’ve identified the themes of your question-pool, determine
the order that would allow the conversation to flow most naturally.
• This will enable you to structure the flow of your interview, decreasing
the potential for hosting a seemingly-scattershot interaction with your
user (giảm khả năng tổ chức tương tác rải rác với người user)

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Prepare for the
interview
C. Refine the questions (Tinh chỉnh các
câu hỏi)
• Once you have all the questions grouped by
theme and order, you may find that there are
some redundant areas of conversation, or
questions that seem strangely out of place.

• Take a few moments to make sure that you leave room in your planning to
ask plenty of “why?” questions, plenty of “tell me about the last time you
_____?” questions, and plenty of questions that are directed at how the
user FEELS.

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How to interview?
1. Ask why
2. Never say “usually” when asking a question.
3. Encourage stories.
4. Look for inconsistencies.
5. Pay attention to nonverbal cues (tín hiệu phi ngôn ngữ)
6. Don’t be afraid of silence.
7. Don’t suggest answers to your questions.
8. Ask questions neutrally.
9. Don’t ask binary questions.
10.Only 10 words to a question.
11.Only ask 1 question at a time, 1 person at a time.
12.Make sure you’re prepared to capture. 13
Interview for empathy

/ræˈpɔː /

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End of interview

• After the interview process, your

teams will have data in the form
of DIRECT QUOTES &
OBSERVATIONS of the interviews.
• Share the results with other
students.

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Activity 1: Prepare for the interview

AND NOW!

A. Conduct the
interviews in teams
B. Appoint one person
to take notes
C. Practice mock-
interview

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Design Thinking Process
2. Define – Sort through the Data

The define mode is when you unpack and synthesize your empathy findings into compelling
needs and insights, and scope a specific and meaningful challenge. It is a mode of “focus”
rather than “flaring”. Two goals of define mode are to develop a deep understanding of your
users and the design space and, based on that understanding to come up with an
actionable problem statement: your point of view. Your point of view should be guiding
statement that focuses on specific users, and insights and needs that you uncovered during
the empathize mode.

More than simply defining the problem to work on, your point of view is your unique design
vision that you crafted based on your discoveries during your empathy work. Understanding
the meaningful challenge to address and the insights that you can leverage in your design
work is fundamental to creating a successful solution.

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Activity 2: Empathy Map
Create an Empathy Map.
• Start by drawing a large head in the middle of a whiteboard or flip chart
paper.
• Draw lines to create the following sections:

• HEAR on the upper left

• THINK in the upper middle
• SEE in the upper right
• SAY in the lower right
• DO in the lower middle
• FEEL in the lower left

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 • HEAR on the upper left
• THINK in the upper middle

Activity 2: Empathy Map •

•
SEE in the upper right
SAY in the lower right
• DO in the lower middle
• FEEL in the lower left

THINK
HEAR SEE

FEEL SAY
DO
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Relying on your interview notes,
write what you heard, saw, and
(on sticky notes or directly on
the whiteboard/paper... just
remember to capture it for
future reference!).

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Design Thinking Process
3. Ideate – Generate Ideas (lên ý tưởng)
Ideate is the mode during your design process in which
you focus on idea generation. Mentally it represents a
process of "going wide" in terms of concepts and
outcomes-it is a mode of "flaring" rather than "focus." The
goal of ideation is to explore a wide solution space -
both a large quantity of ideas and a diversity among those
ideas. From this vast depository of ideas you can build
prototypes to test with users.
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STOKE
• Each group can choose one of the
following methods to help you
ideate. First, though, in order to
loosen up and feel team spirit,
STOKE!
• WHY stoke? Stoke activities help teams
loosen up and become mentally and
physically active. Use stoke activities when
energy is wavering, to wake up in the
morning, to launch a meeting, or before a
brainstorm.
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Activity 3.1 - Brainstorming when you have too few ideas

• You have permission to be silly!

• In the ideation phase,
QUANTITY is encouraged.
• Become savvy, silly, risk takers,
wishful thinkers, and dreamers
of the impossible...and the
possible!

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 Activity 3.2 - Brainstorming when you have "too many"
ideas
"How Might We?" Statements
• In order to "ideate" a potential solution
that addresses the needs that were
identified in the Define stage of this
process, try the "How Might We?"
statements.
• A "How Might We?" is a statement that
asks how you could/would do something.
• This method can help to narrow a group
that has solutions that seem to be
drifting far from the issue.

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 Method “How Might We” Questions
• Begin with your Point of View
(POV) or problem statement.
• Break that larger challenge up
into smaller actionable pieces.
• Look for aspects of the statement
to complete the sentence, “How
might we…”
• It is often helpful to brainstorm
the HMW questions before the
solutions brainstorm.

https://oercommons.s3.amazonaws.com/media/editor/None/srv/django/oercommons/project/media/upload/authoring/1686/documents/BootcampBootlegHowMightWe.pdf
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Method “How Might We” Questions

Example

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Design Thinking Process
4. Prototype - Make Your Idea Real (mô hình thử nghiệp đơn
giản của 1 ý tưởng)

Prototyping is getting ideas and explorations out of your head

and into the physical world. A prototype can be anything that
takes a physical form - be it a wall of post-it notes, a role-
playing activity, a space, an object, an interface, or even a
storyboard. The resolution of your prototype should be
commensurate with your progress in your project. In early
explorations keep your prototypes rough and rapid to allow
yourself to learnkly and investigate a lot of different
possibilities.
Prototypes are most successful when people in the team can
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experience and interact with them. What you learn from those
ONE SOLID IDEA
• From the previous process, each
group should have at least ONE
SOLID IDEA.
• The solutions that are most
suitable for a quick physical
mockup are the ones to bring
alive in this process.

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Design Thinking Process
5. Test - Fail, fix, test, repeat

____ is the chance to refine our solutions

and make them better. The ____ mode is
another iterative mode in which we place
our low-resolution artifacts in the
appropriate context of the user's life.
Prototype as if you know you're right, but
test as if you know you're wrong

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 "Design Thinking for 11th Graders" 2017 by user Bridget McGraw
under license“ Creative Commons Attribution Non-Commercial Share Alike" 30
 • Apply design thinking to the design of a business or a

Project communication project plan.

• Your Design Thinking challenge will be to come up with
creative solutions to a new business solution for any

subject product, or a communication solution for a product or a

current prominent problem in society in order to change
human perception and behavior on that issue.

"Design Thinking for 11th Graders" 2017 by user Bridget McGraw 31

under license“ Creative Commons Attribution Non-Commercial Share Alike"
Get started!
Start by forming groups
3-5
of
students

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Report your results to the class

Presentation your Ideas & your design thinking process.

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