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Chris Behrens
A big part of managing your career means working effectively with people. This course will teach you strategies and tools for dealing with different kinds of challenging situations in your professional context at work.
Read more
A big part of managing your career means working effectively with people. This course will teach you strategies and tools for dealing with different kinds of challenging situations in your professional context at work.
Read more
A big part of managing your career means working effectively with people. This course will teach you strategies and tools for dealing with different kinds of challenging situations in your professional context at work.
A big part of managing your career effectively means dealing with people in a compassionate and healthy way. In this course, Handling Difficult Situations at Work, you’ll learn to manage social and professional problems effectively. First, you’ll explore how to work side by side with difficult people, and what you can manage in yourself to make that relationship effective. Next, you’ll discover how to handle (and avoid) inappropriate behavior in the workplace. Finally, you’ll learn how to have a successful career and maintain a high standard of personal ethics, and why doing this, absent a moral imperative, is still in your self-interest. When you’re finished with this course, you’ll have the skills and knowledge of professional social skills needed to handle difficult situations with grace and skill.
This course is no longer available. Find something similar by browsing:
Workplace Etiquette
Conflict Resolution
Emotional Intelligence
Professional Boundaries
Communication Skills
Register for this course and see more details by visiting:
OpenCourser.com/course/cdrhun/handling
What's inside
Syllabus
Course Overview
Difficult People (And How Not to Be One)
Tough Situations to Prepare For
The Honor Code
Read more
Syllabus
Course Overview
Difficult People (And How Not to Be One)
Tough Situations to Prepare For
The Honor Code
Read more
Traffic lights
Traffic lights
Read about what's good
what should give you pause and
possible dealbreakers
Examines interpersonal skills and how to navigate difficult situations at work, which is key for any career
Provides strategies and tools for managing different kinds of challenging situations in a professional context, which is useful for a variety of work environments
Teaches how to deal with inappropriate behavior in the workplace, which is crucial for fostering a positive and healthy work environment
Explores the importance of personal ethics in a professional setting, which is essential for maintaining a strong reputation and fostering trust
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Reviews summary
Practical strategies for workplace conflict
According to students, this course provides incredibly practical and actionable strategies for navigating difficult situations at work. Many found the guidance on communication, de-escalation, and dealing with difficult personalities to be immediately applicable, leading to significant improvements in their professional interactions. Learners particularly valued the focus on self-management and setting boundaries. While highly praised for its concise format and ability to empower action with grace and skill, some experienced learners felt the content was a bit basic or desired more advanced strategies and interactive exercises.
The foundational content is highly beneficial for those new to management or early in their careers.
"It might be better suited for those new to management or early in their careers."
"The course has some useful tips, but I found it a bit basic for my needs as an experienced manager."
"It's a decent starting point for beginners, but not for advanced practitioners."
The instructor explains complex dynamics clearly in an engaging and easy-to-follow manner.
"The instructor's delivery was engaging and easy to follow."
"The instructor explains complex dynamics clearly and offers actionable steps."
"The videos were clear and the materials were well-organized."
Emphasizes managing one's own reactions and maintaining professional conduct.
"...I particularly appreciated the focus on self-management and maintaining professionalism."
"I appreciate the emphasis on self-awareness and how one's own reactions can impact a situation."
"I feel much more confident now in handling tense conversations with grace."
Offers immediately applicable tools for real-world workplace challenges.
"This course was incredibly insightful and practical. The instructor provided actionable strategies for dealing with conflict..."
"Excellent course! The practical advice on communication and de-escalation is invaluable."
"The strategies are immediately applicable, and I've already seen positive results in my interactions."
"I learned how to use practical tools and strategies that I could apply immediately to my work."
One reviewer found the 'Honor Code' section less relevant to day-to-day challenges.
"I didn't find the 'Honor Code' section particularly relevant to my day-to-day work challenges."
Some learners desired more advanced strategies, case studies, or interactive elements.
"Some parts felt a bit theoretical, and I would have loved more interactive exercises or role-playing scenarios..."
"...it didn't always go deep enough into specific scenarios. More case studies would have enhanced the learning experience."
"I hoped for more advanced strategies for complex organizational conflicts."
"Could use more practical application focus and nuanced strategies for real 'difficult situations'."
Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Handling Difficult Situations at Work with these
activities:
Reviewing 'Emotional Intelligence'
Show steps
Reviewing this book will provide foundational knowledge of emotional intelligence, helping you better understand the concepts discussed in the course.
View
Emotional Intelligence
on Amazon
Show steps
-
Read the book thoroughly, taking notes on key concepts.
-
Identify areas where you can improve your emotional intelligence.
-
Summarize the main points of the book in your own words.
Seeking Mentorship
Show steps
Finding a mentor can provide you with valuable guidance and support as you navigate challenging situations in the workplace.
Show steps
-
Identify individuals in your field who you admire.
-
Reach out to these individuals and ask if they would be willing to mentor you.
-
Meet with your mentor regularly to discuss your career and development.
Compiling a List of Resources on Workplace Communication
Show steps
Creating a compilation of resources can serve as a valuable reference for improving your communication skills in the workplace.
Browse courses on
Workplace Communication
Show steps
-
Search for articles, books, and videos on workplace communication.
-
Organize the resources into a central location, such as a folder or document.
-
Review the resources regularly to reinforce your learning.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Volunteering in a Related Field
Show steps
Volunteering can help you gain practical experience and develop skills that are relevant to the workplace.
Show steps
-
Identify volunteer opportunities in your community.
-
Choose an opportunity that aligns with your interests and career goals.
-
Commit to a regular volunteering schedule.
Role-playing Difficult Situations
Show steps
Practicing these role-plays will help you build confidence and develop strategies for handling challenging situations in the workplace.
Show steps
-
Identify a difficult situation that you have encountered in the workplace.
-
Role-play the situation with a colleague or friend.
-
Reflect on the role-play and identify areas for improvement.
Practicing Active Listening Skills
Show steps
Improving your active listening skills will help you better understand others and resolve conflicts effectively.
Show steps
-
Identify a communication partner.
-
Take turns speaking and listening.
-
Practice using active listening techniques, such as paraphrasing and asking clarifying questions.
Creating a Personal Code of Ethics
Show steps
Developing a personal code of ethics will help you maintain a high standard of conduct and make ethical decisions in the workplace.
Browse courses on
Values
Show steps
-
Reflect on your values and beliefs.
-
Identify ethical dilemmas that you have encountered in the workplace.
-
Create a written code of ethics that outlines your principles and values.
Writing a Reflective Essay on a Challenging Workplace Situation
Show steps
Reflecting on challenging workplace situations can help you identify patterns and develop strategies for handling them more effectively in the future.
Show steps
-
Choose a challenging workplace situation that you have experienced.
-
Write a detailed description of the situation, including your thoughts and feelings.
-
Analyze the situation and identify what you could have done differently.
Reviewing 'Emotional Intelligence'
Show steps
Reviewing this book will provide foundational knowledge of emotional intelligence, helping you better understand the concepts discussed in the course.
View
Emotional Intelligence
on Amazon
Show steps
Show steps
Show steps
- Read the book thoroughly, taking notes on key concepts.
- Identify areas where you can improve your emotional intelligence.
- Summarize the main points of the book in your own words.
Seeking Mentorship
Show steps
Finding a mentor can provide you with valuable guidance and support as you navigate challenging situations in the workplace.
Show steps
Show steps
Show steps
- Identify individuals in your field who you admire.
- Reach out to these individuals and ask if they would be willing to mentor you.
- Meet with your mentor regularly to discuss your career and development.
Compiling a List of Resources on Workplace Communication
Show steps
Creating a compilation of resources can serve as a valuable reference for improving your communication skills in the workplace.
Browse courses on
Workplace Communication
Show steps
Show steps
Show steps
- Search for articles, books, and videos on workplace communication.
- Organize the resources into a central location, such as a folder or document.
- Review the resources regularly to reinforce your learning.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Volunteering in a Related Field
Show steps
Volunteering can help you gain practical experience and develop skills that are relevant to the workplace.
Show steps
Show steps
Show steps
- Identify volunteer opportunities in your community.
- Choose an opportunity that aligns with your interests and career goals.
- Commit to a regular volunteering schedule.
Role-playing Difficult Situations
Show steps
Practicing these role-plays will help you build confidence and develop strategies for handling challenging situations in the workplace.
Show steps
Show steps
Show steps
- Identify a difficult situation that you have encountered in the workplace.
- Role-play the situation with a colleague or friend.
- Reflect on the role-play and identify areas for improvement.
Practicing Active Listening Skills
Show steps
Improving your active listening skills will help you better understand others and resolve conflicts effectively.
Show steps
Show steps
Show steps
- Identify a communication partner.
- Take turns speaking and listening.
- Practice using active listening techniques, such as paraphrasing and asking clarifying questions.
Creating a Personal Code of Ethics
Show steps
Developing a personal code of ethics will help you maintain a high standard of conduct and make ethical decisions in the workplace.
Browse courses on
Values
Show steps
Show steps
Show steps
- Reflect on your values and beliefs.
- Identify ethical dilemmas that you have encountered in the workplace.
- Create a written code of ethics that outlines your principles and values.
Writing a Reflective Essay on a Challenging Workplace Situation
Show steps
Reflecting on challenging workplace situations can help you identify patterns and develop strategies for handling them more effectively in the future.
Show steps
Show steps
Show steps
- Choose a challenging workplace situation that you have experienced.
- Write a detailed description of the situation, including your thoughts and feelings.
- Analyze the situation and identify what you could have done differently.
Career center
Learners who complete Handling Difficult Situations at Work will develop knowledge and skills
that may be useful to these careers:
Human Resources Manager
Human Resources Manager
Human Resources Managers oversee and handle most of the challenges and situations that can arise from the employees of a company. This course would be ideal for Human Resources Managers to learn more about the ways to work through the difficulties that can arise in the workplace.
Mediator
Mediator
Mediators guide people through difficult situations and conversations. This course would be a good stepping stone for someone who would like to become a mediator, as they would be able to learn how to work through difficult situations with grace.
Eldercare Manager
Eldercare Manager
Eldercare Managers would find this course helpful in navigating the unique challenges that can arise while working with and caring for the elderly.
Social Worker
Social Worker
Social Workers provide support and resources for people who face a variety of problems. This course would be helpful in building a foundation for working with people from different backgrounds and helping those who are faced with life's challenges.
Case Manager
Case Manager
Case Managers assist and support clients who are dealing with various challenges, including addiction, mental health, and homelessness. This course is a good choice to learn about how to work with difficult people and challenging situations.
Corrections Officer
Corrections Officer
Corrections Officers are responsible for supervising inmates in a prison or jail. This course is a good choice for those looking to enter this field, as it provides skills for managing difficult people.
Police Officer
Police Officer
Police Officers are required to work with and handle difficult people on a daily basis. This course would help build upon the foundation needed to work in this field.
Firefighter
Firefighter
Firefighters often face difficult situations and must be able to make quick decisions. This course would help build upon the foundation needed to work in this field.
Teacher
Teacher
Teachers often have to work with difficult students, parents, and situations. This course may be helpful in building a foundation for working through those challenges.
Customer Service Representative
Customer Service Representative
Customer Service Representatives are often the first point of contact for customers, and they must be able to handle difficult customers. This course may be helpful in building a foundation for working through those challenges.
Receptionist
Receptionist
Receptionists are often the first point of contact for visitors, and they must be able to handle difficult people. This course would build upon the skills needed to work in this role.
Bartender
Bartender
Bartenders often have to deal with difficult customers, especially in a busy or crowded bar setting. This course would help people looking to work in this role build a foundation for handling difficult situations.
Cashier
Cashier
Cashiers may encounter difficult customers, especially during busy or stressful times. This course may be helpful in building a foundation for working through those challenges.
Waiter/Waitress
Waiter/Waitress
Waiters/Waitresses often have to deal with difficult customers, especially in a busy or crowded restaurant setting. This course may be helpful in building a foundation for working through those challenges.
Retail Salesperson
Retail Salesperson
Retail Salespeople often have to deal with difficult customers, especially during busy or stressful times. This course may be helpful in building a foundation for working through those challenges.
For more career information including salaries, visit:
OpenCourser.com/course/cdrhun/handling
Reading list
We've selected 15 books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Handling Difficult Situations at Work.
Provides practical strategies for communicating effectively in difficult situations. It includes tips on how to prepare for difficult conversations, how to stay calm and collected, and how to find common ground.
Provides an in-depth look at emotional intelligence and how it can be used to improve workplace relationships. It includes tips on how to identify and manage your own emotions, as well as how to build rapport with others.
Provides a framework for personal and professional success. It includes habits such as being proactive, putting first things first, and seeking first to understand, then to be understood.
Offers a step-by-step guide to having crucial conversations in a way that builds trust and strengthens relationships.
Provides a practical guide to managing difficult people in the workplace.
Save
Provides a framework for negotiating agreements in a way that is fair and beneficial to all parties.
Provides a framework for developing emotional agility and using it to thrive in work and life.
Provides a comprehensive overview of habits and how they can be used to improve personal and professional performance.
Provides a framework for developing a growth mindset and using it to achieve success in work and life.
Provides a framework for understanding introversion and using it to thrive in work and life.
Save
Provides a framework for understanding vulnerability and using it to build strong relationships and lead a more fulfilling life.
Provides a framework for understanding happiness and using it to improve personal and professional performance.
Provides a framework for understanding love languages and using them to build strong relationships.
Provides a framework for understanding gender differences and using them to build strong relationships.
Provides a framework for understanding different types of working geniuses and using them to build strong teams.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/cdrhun/handling
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Time
90 hours
Level
Introductory
Via
Pluralsight
Instructor
Chris Behrens
Language
English
This course belongs to a
collection
called
Emotional Intelligence for Project Managers. It's comprised of six courses:
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