Mediation Grammar and Smart Cities
This course explores how companies can apply Mediation Grammar and Smart City principles to improve service design, inclusivity, and user experience. Originally developed for public services, these frameworks help identify and close gaps in communication, accessibility, and rights actualization. In a corporate context, they support better engagement with diverse clients and employees, enhance digital transformation, and align operations with equity and compliance goals. By adopting these approaches, businesses can build more inclusive, adaptive, and socially responsible organizations.
Audience/ Who should attend
- Public professionals in service design, urban policy, or engagement
- Government agencies improving service equity and user-centered delivery
- Companies supporting smart cities, infrastructure, or e-governance projects
- Corporate teams aligning services with inclusivity and compliance goals
- Tech providers and developers driving digital public service solutions
Course objectives
This course aims to equip participants with practical tools and strategic insights to enhance inclusive service delivery, align with public sector standards, and drive innovation in complex governance contexts.
- Understand and apply the Mediation Grammar framework to assess and improve service accessibility
- Identify communication and operational gaps affecting diverse users in public or hybrid service settings
- Enhance digital service design using smart city and user-centered innovation
- Strengthening collaboration between companies and public institutions through shared standards and methodologies
- Improve organizational capacity to deliver equitable, efficient, and responsive services in multicultural environments
Course Outlines
Day 1: Mediation Grammar – Principles and Strategic Value
- Understand gaps in language, information, and rights
- Use Mediation Grammar to assess communication
- Apply non-discrimination to improve HR and service
- Leverage empowerment as business performance metric
Day 2: Implementing Mediation Grammar in Corporate Contexts
- Assess AS-IS delivery through empowerment and wait times
- Map user types for multilingual, multicultural portals
- Design processes with flexible adaptive service pathways
- Integrate Mediation Grammar into digital transformation
Day 3: Smart Services and Service Design for Innovation
- Define services as processes with intangible value
- Apply service design to improve workflows, delivery
- Design inclusive, user-friendly service touchpoints, interfaces
- Align frontstage and backstage for seamless journeys
Day 4: Platform Urbanism and Digital Transformation
- Understand digital platforms as infrastructures for exchange
- Learn from platform urbanism and business implications
- Identify opportunities, risks in platform capitalism models
- Explore data’s role reshaping operations, governance
Day 5: e-Government, Data, and Ethical Tech in Corporate Strategy
- Understand e-Government, e-Citizenship, e-Democracy for business
- Explore data-driven innovation in corporate decision-making
- Align data practices with GDPR, digital rights
- Design ethical, transparent, user-centric digital services
- Field trip
Course Outlines
Day 1: Mediation Grammar – Principles and Strategic Value
Day 2: Implementing Mediation Grammar in Corporate Contexts
- Understand gaps in language, information, and rights
- Use Mediation Grammar to assess communication
- Apply non-discrimination to improve HR and service
- Leverage empowerment as business performance metric
- Assess AS-IS delivery through empowerment and wait times
- Map user types for multilingual, multicultural portals
- Design processes with flexible adaptive service pathways
- Integrate Mediation Grammar into digital transformation
Day 3: Smart Services and Service Design for Innovation
Day 4: Platform Urbanism and Digital Transformation
- Define services as processes with intangible value
- Apply service design to improve workflows, delivery
- Design inclusive, user-friendly service touchpoints, interfaces
- Align frontstage and backstage for seamless journeys
- Understand digital platforms as infrastructures for exchange
- Learn from platform urbanism and business implications
- Identify opportunities, risks in platform capitalism models
- Explore data’s role reshaping operations, governance
Day 5: e-Government, Data, and Ethical Tech in Corporate Strategy
- Understand e-Government, e-Citizenship, e-Democracy for business
- Explore data-driven innovation in corporate decision-making
- Align data practices with GDPR, digital rights
- Design ethical, transparent, user-centric digital services
- Field trip
Note: The actual course delivery may not follow the exact order of the outlined topics and may place greater emphasis on certain areas based on participant needs and relevance.
Inclusive Practices, Stronger Institutions
Applying inclusive practices helps governments and public-facing organizations build greater trust, transparency, and reliability. By addressing communication gaps, improving service accessibility, and aligning with citizen needs, institutions can deliver added value, enhance legitimacy, and strengthen their role in society.
Certification
Upon completion of this course, participants will receive a certificate from Tourmaline Training, including digital verification for authenticity.
Languages: Arabic/ English
Locations: Milan (Italy), Roma (Italy), New York (USA), New Haven (USA), Boston (USA), Istanbul (Turkey), Online
Duration: 1 week
Contact us to schedule a meeting and discuss your specific requirements and expectations!