Assertiveness Training

We begin this assertive communication course by discussing with everyone their strengths and weaknesses.

We try to clearly identify the key difficult situations that each delegate faces.

We then look at where they would like to be when returning to work after the course.

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

We now cover the basics of communication.

We look at the key elements of language and communication and, in particular, at how to communicate professionally. We also look at professional listening.

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

Different methods of communication require different communication styles.

We start this session looking at how to be assertive on the telephone and how to deal with difficult calls.

We then 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 while demonstrating empathy for the situation that the other person is in.

In this session, we look at each type in turn and then look 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 when it would be most valuable. Namely in an especially difficult or stressful situation.

Here we look at how to be assertive in difficult situations by taking the situation into account. We also look at the 7-step assertiveness process.

Finally we map all of this onto the Thomas-Kilamnn matrix. This is a very helpful way to try to find win-win situations when looking at things.

• 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 by reviewing what we have covered and setting some clear objectives for future behaviour and communication.

The aim of this course is to permanently impact your communication style.

Everyone leaves this course with a very clear understanding of how they need to 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.