Professional Communication & Conflict Management

This unit develops advanced workplace communication, presentation, and interpersonal skills, with emphasis on electronic messaging, etiquette, and navigating office politics. Students learn conflict-resolution and customer-service strategies and apply ethical decision-making to real workplace dilemmas, building on foundational workplace skills and preparing them to lead and problem-solve in the capstone unit.

Learning Objectives

• Analyze electronic and verbal workplace communications to identify tone, clarity, and professionalism, and produce revised messages that improve effectiveness
• Apply presentation and meeting best practices by designing and delivering a concise workplace presentation and composing professional business emails in a simulated context
• Demonstrate constructive conflict-resolution techniques and de-escalation strategies through role-plays addressing difficult coworkers, bosses, customers, and office-politics scenarios
• Evaluate workplace ethical dilemmas and customer-service challenges and produce legally and ethically sound action plans to resolve and prevent recurrence