This playlist offers a comprehensive set of learning opportunities for those working in customer service industries who are looking to improve their skills in managing difficult conversations. The playlist is comprised of 16 courses from different content partners, with varying durations and modalities of learning experiences, including a virtual reality-enabled course.

The courses cover a range of topics, including understanding customer emotions, managing conflict, empathizing with customers, effective communication techniques, active listening, de-escalation strategies, and more. Each course is designed to provide learners with practical knowledge and skills that they can apply in real-world scenarios.

The duration of the courses ranges from a few minutes to more than an hour, depending on the depth and breadth of the topic covered. Some courses are self-paced, while others have a more structured learning approach.

The modalities of learning experiences include video lectures, interactive exercises, case studies, quizzes, and assessments. In addition, one course in particular offer a virtual reality-enabled simulation that allow learners to practice managing difficult conversations in a simulated, immersive, learning environment.

This playlist is curated for global audiences and highlights a diversity of courses and Content Partners from multiple countries. It is meant to serve as an initial introduction to a variety of learning experiences on this topic, not as a prescribed curriculum.

Level = Beginner / All.