Nearly every customer service professional has encountered a livid customer. These individuals may yell, curse, or forcefully disagree with a policy that you must enforce, but can't control. Such situations are unquestionably tough, but—with the right approach—you can consistently de-escalate the tension. In this course, instructor Myra Golden shares strategies for defusing intense situations, providing practical approaches that can help you calm angry customers. Myra goes over what often causes situations to escalate, and shares practical steps you can take to prevent an escalation. She also provides tips that can help you reframe conversations, manage expectations, handle customers who ask for your supervisor, and more.

Successfully defuse intense situations with angry customers. Learn practical approaches for managing a customer's frustration, as well as your own.

Get simple, easy-to-understand techniques to help you relieve stress. Follow guided meditation and movement exercises that allow your body and mind to relax.

In this course, adapted from the podcast How to Be Awesome at Your Job, psychiatrist Jody Foster offers tips for handling the distinct kinds of difficult people in your workplace.

In our success-focused culture, we don't often talk about disappointment. This course not only acknowledges it, but also shows how to artfully manage and grow from setbacks.

Learn how to manage feelings of grief, loss, and change in the workplace and beyond. This course offers a practical guide for employees, colleagues, and managers.

In this course, Toni Lowe, a sought-after speaker and senior HR leader specializing in diversity, inclusion, equity, and belonging, teaches you how to identify and address everyday, subtle, intentional and unintentional actions or behaviors that perpetuate bias toward marginalized groups in the workplace. Toni defines microaggression and identifies the three distinct types of microaggressions: microassaults, microinsults, and microinvalidations. While the word "micro" means "small," each instance of microaggression has a big impact on the employee experience, physical health, and psychological well-being. Toni provides actionable steps you can take to create safe spaces in the workplace for coping and developing a support system. She discusses how to effectively address past behaviors directly with the offender or through a third party, then walks you through how to deal with microaggressions in real time. Toni concludes with her three-step framework for dealing with microaggression.

Learn about the seven deadly wastes, including their costs and causes, and find out how to combat each waste using tools like Kanban and 5S.

Watch Debbie Millman—brand strategist and educator—in this exclusive interview, as she discusses her branding approach, her popular podcast, and the inspiration behind her books.

Learn how to debias AI with Amazon SageMaker. Build machine learning models that are fair, transparent, and explainable.

Get an in-depth look at how to find and fix bugs in your C code. Learn how to spot common problems that lead to bugs, use an IDE debugger, work with the GNU Debugger, and more.

Debugging helps you build more accurate, efficient, and reliable C# applications. Learn how to debug your C# code using Visual Studio Code.

Get the pressure that exists during intense situations to work for you instead of against you. Learn how to make strong business decisions during stressful situations.

Learn how to make better business decisions faster, incur less risk, and gain support for your decisions.

Find out how to optimize the performance of your teams by focusing on their ability to generate high-quality decisions.

There is a growing demand to harness the power of natural language processing (NLP) and deep learning models to be able to make sense of textual data and reduce the emotional intervention of humans in order to make better decisions. In this course, instructor Harshit Tyagi provides a complete guide to understanding NLP using recurrent neural networks (RNNs). Harshit begins by introducing you to word encodings and using TensorFlow for tokenization. He describes the important concept of word embeddings and shows you how to use TensorFlow to classify movie reviews and project vectors. Harshit discusses RNNs and long short-term memory (LSTM), then shows you how to improve the movie review classifier from earlier in the course. He concludes with a discussion of how you can train RNNs to predict the next word in a sentence, which in turn allows you to generate some original text.

Learn how to develop a face recognition system by leveraging deep learning. Find out how to code for face detection, identification, and more.

Learn how to design, build, and deploy a deep neural network to serve as an image recognition system.

Enhance your productivity—and get more free time—though focused deep work. This audiobook summary provides tips that can help you regain your focus in a distracted world.