Learning Outcomes

Developing an Understanding of Human Behaviour

Handling Difficult People

Lesson Summary

In this module, you will learn the basics of human behaviour while also studying how to identify difficult people in your life. This includes the six universal needs of every human, the root causes of the behavioural continuum and the various types of difficult people. You will also cover how behaviour differs while in the workplace.

Dealing With Difficult Situations

Interpersonal Skills for Handling Difficult People

Personal Development

In this module, you will learn how to develop your communication skills to effectively approach difficult people and situations. This includes identifying methods to handle coworkers and customers and interpreting non-verbal communication actions. You will also learn how to incorporate the lessons from this course into your personal life.

Dealing with Difficult People and Situations - Course assessment

Learn how to communicate with hostile people and handle tough situations in this free online conflict resolution course.

Dealing with Difficult People and Situations

Difficult people and stressful situations can be detrimental to both your personal and professional life. This conflict resolution course explains how to identify these difficulties and provides methods used to effectively communicate when tensions rise. We also study body language and other communication skills used to overcome emotional barriers. This course shows you how to handle almost any type of conflict or troublesome social interaction.

Course Introduction

Disagreement Is Natural and Necessary

How Values, Experiences, and Biases Shape Viewpoints

The clauses of ISO 26000 provide a structured framework for understanding and implementing social responsibility in organizations. This module covers the key clauses, including Scope, Terms and Definitions, Understanding Social Responsibility, Principles of Social Responsibility, recognizing and Engaging Stakeholders.

The Difference Between Debate, Discussion, and Dialogue

Active Listening and Empathy

Real-World Examples of Companies With Poor Communication

Managing Emotions in Conflict

The implementation of ISO 26000 involves integrating social responsibility principles into an organization’s policies, strategies, and daily operations. This module covers key steps such as conducting a social responsibility gap analysis, developing action plans, integrating responsible practices across departments, and measuring progress.

Mastering Conflict Resolution and Communication - Assessment

Learn effective conflict resolution strategies and techniques for better communication in this free online course.

Mastering Conflict Resolution and Communication

This course will provide you with an in-depth understanding and knowledge of how to deal with conflicts and resolve them effectively. We cover practical steps for listening and communicating effectively in professional spaces. By the end of this course, you will have learned to control your emotions, understand your feelings, communicate effectively, and enhance your relationships with others at work as well as in your personal life.

Defining Resilience

The Emotional Pathway Experienced During Change

The Characteristics of Resilience

The Behaviours of Resilience

Action Strategies to Develop Resilience

Resilience in Teams and in Organisations

In this module you will be introduced to emotional resilience as the process of working with emotions a. resilience involves adapting well in the face of adversity, trauma, threats, or significant sources of stress.  The module focuses on emotional resilience within the workplace.

Emotional Resilience at Work - Course Assessment

This free online course aims to improve stress management skills and handling of pressure through emotional resilience.

Emotional Resilience at Work

The work environment is constantly changing, is intense and unrelenting. With so many challenges and changes to deal with in both life and the workplace, it is vital to understand how emotions relate to unfamiliar and unpredictable situations and to how they contribute to resilience. Understand more about the role of emotions in stress management and learn how to develop your emotional resilience in both your work and personal life.

Tug of War

Seal the Deal

Act SMART

Assert Yourself

Where Did the Day Go?

What First?

I Prefer the Carrot

From Form to Perform

Strength Far and Wide

The topics in this module are designed to engage the learner and deliver learning which sticks. Aimed primarily at junior or aspirational managers, each of the topics is designed to hit hard and fast. Core skills are stripped to the bone, allowing exploration of only the essential elements. These fundamentals will encourage the learner to learn about the basics and use this knowledge to start making a difference immediately.

Essential Management Skills for the Workplace - Course Assessment

Learn about key time and change management skills to make you a better manager with this management skills course.

Essential Management Skills for the Workplace

This free online Essential Management Skills course will guide you along the path of becoming a better manager and leader. You will learn about the qualities of assertiveness and emotional intelligence, effective task prioritisation, increasing motivation, and developing real and virtual teams. It also covers change management and workplace bargaining practices. Showcase your potential at work with this free online course.

6 Best Penetration Testing Courses in 2025

7 Best Free Haskell Courses for 2025

Coursera Q1 2022: $120.4M Revenue, $38.3M in Losses, 16K Degree Students

5 Best Free Raspberry Pi Courses for Beginners in 2025

Miro Acquires Reforge: This Is Not an Edtech Deal

Coursera Bets $100 Million That Andrew Ng Can Do What Coursera Can’t

Coursera Q1 2026: Platform Fee Raises Consumer Margins to a Multi-Year High, Enterprise Customers Slip

New CEO, New Structure: Greg Hart Reshapes Coursera’s Reporting

Udemy’s Last CEO Quietly Moves On: Joins a Tax & Compliance Company as CEO

Coursera 10-K Highlights: Lower Partner Revenue Share, 1k+ Employees

9 Best TensorFlow Courses for 2025

Chinese Edtech Pivots: Well-rounded Education, Hardware, Agriculture E-commerce, Fast-Food, Garments, and More

20 Most Cited Research Papers on MOOCs

[2025] 450+ Free Google Certificates and Badges

EdX’s 2021: Year in Review

Coursera and Udemy are Finally One. What’s Next?