Workplace Communication, Etiquette, and Conflict

This unit strengthens interpersonal and professional skills needed to communicate effectively, present information, and navigate workplace relationships. Students will practice electronic and oral communication, workplace etiquette, conflict management, customer service, and ethical decision-making to build on foundational employability skills and prepare for more advanced leadership and career tasks in the next unit.

Learning Objectives

• Analyze best practices for professional electronic and oral communication by composing effective business emails and delivering clear, organized presentations with appropriate tone and visual support
• Apply workplace etiquette and political-awareness strategies in simulated scenarios to demonstrate respectful interactions, proper use of authority, and boundary-setting with colleagues and supervisors
• Demonstrate conflict-management and de-escalation techniques by mediating role-played disputes and documenting resolution plans that adhere to organizational policies
• Evaluate ethical dilemmas and customer-service challenges by proposing practical solutions that balance customer satisfaction, company policy, and professional/ legal standards