Professional Communication and Conflict Management

This unit develops advanced interpersonal and communication skills needed to thrive in professional settings, including electronic messaging, presentations, business etiquette, customer service, and ethics. It builds on foundational workplace concepts and prepares students to apply conflict-resolution and ethical decision-making strategies in subsequent career-readiness and leadership units.

Learning Objectives

• Analyze workplace audiences and communication channels to compose clear, professional electronic messages and design effective oral presentations that achieve organizational objectives
• Demonstrate professional business etiquette and interpersonal behaviors to navigate office politics and maintain positive relationships with supervisors, peers, and customers
• Apply conflict-resolution and mediation techniques to de-escalate disputes, address difficult coworkers or supervisors, and negotiate collaborative solutions
• Evaluate ethical dilemmas and customer service challenges to recommend responsible, legally compliant actions that protect customer satisfaction and organizational reputation