Communicate Your Message Assertively

Communicating assertively is not easy for some people but it is a skill that can be learned. Individuals who are able to communicate assertively and self-confidently are able to get to ‘win-win’ more quickly, are often better problem solvers as they feel able to take action to reach the best solution and are usually less stressed as they don’t feel threatened when things don’t go as planned.

Acting assertively does not mean that you act unfairly or with empathy. The influence and power that assertiveness gives you comes from self-assurance not from bullying or intimidation. If you treat others fairly they will reciprocate this treatment treating you fairly in return.

Communicating assertively will mean that you will be viewed as a leader and as someone with whom people would like to work.

By the end of the course, each candidate will be able to:

  • Use the 7-step Assertive Care process
  • Understand the importance of four core communication skills
  • Appreciate the importance of active listening
  • Recognise the Win-Win of the Thomas-Kilmann matrix
  • Demonstrate confident assertiveness

Who will benefit?

All staff members wishing to increase their assertiveness skill base and confidence when dealing with colleagues and customers.

We being this assertive communication course by discussing with each delegate their strengths and weakensses. As far as possible we try to clearly identify the key difficult situations that each delegate faces and what where they would like to be positioned after the course.

  • Analysing current strengths and weaknesses
  • Identifying critical situations
  • Establishing the desired outcome

Having achieved and overview of the current situation we then move to cover the basics of communcation. We look at the key elements of language skills and more particularly how to communication professionally. We also look at professional listening.

  • Building language skills
  • Communicating professionally
  • Listening 2:1

Different methods of communication require different communication styles. In this session we look at how to be assertive on the telephone and dealing with difficult calls. We also look at written assertive communication and being assertive in person.

  • Being assertive on the telephone
  • Handling difficult calls successfully
  • Assertive behaviour face to face
  • Writing assertively

There are a number of different types of assertive communication. For example, empathic assertiveness is a way of communicating your request which demonstrating empathy for the situation that the other person is in. In this session we look at each in turn and then looks at when it is most appropriate to use each one. We also take time to look at the differences and similarities between aggression, assertiveness and passivity.

  • What they are and how to recognise each one
  • When to use them
  • Helping clients and customers assertively
  • Recognise the links and the differences between aggression, assertiveness and passivity

The most difficult time to be assertive is usually the time that it would be most valuable – in a difficult or stressful situation. Here we look at how to be assertive in difficult situations by taking the situation into account and also looking at the 7-step assertiveness process. Finally as map all of this onto the Thomas-Kilamnn matrix which is often a very helpful way to look at things to aim for a win-win.

  • Take the situation into account
  • Use the 7-step Assertive Care process
  • Map onto the Thomas-Kilmann matrix to help you reach the Win-Win

We finish the course bey reviewing what we have covered and then setting some clear objectives for future behaviour and communication. The aim of this course it to permanently impact our delegates communication styles. Each delegate leaves this course with a very clear view on how they will behave differently in future and with a personal action plan.

  • What will you do differently from tomorrow?
  • Commit to a your personal assertiveness action plan