What you will learn

• Recognize how workplace friction impacts you and learn to transform negative emotional reactions into a healthy, productive attitude.

• Assess tense situations to identify the core source of a conflict, distinguishing between difficult behaviors and true underlying causes.

• Apply active listening, nonverbal communication cues, and "I" statements to de-escalate disputes and handle negative tactics.

• Learn by doing. Perform guided, step-by-step hands-on activities on your own computer.