Communicate Your Message Assertively – 1 Day

Assertiveness is a learned skill. It does not come naturally to most people.

Being able to communicate assertively is a huge benefit.

If you can, you are able to get to ‘win-win’ solutions more quickly and are also usually a much problem solver. This is because you don’t feel worried about taking action to find solutions.

Finally assertive people are usually less stressed. They don’t feel threatened when things don’t go as planned.

Acting assertively does not mean that you act unfairly or without empathy.

The influence and power that assertiveness brings comes from self-assurance not from bullying or intimidation.

If you treat others fairly they will reciprocate and treat you fairly in return.

This will mean that you are viewed as a leader, and someone who people will enjoy working for.

By the end of the course, you 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 and confidence when dealing with colleagues and customers.

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

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 communcation.

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

The aim of this course it 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

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