Assertive Communication
Course Description
Assertiveness is the form of communication in which you express your needs,
opinions, feelings and beliefs in direct, honest and appropriate ways. It means
standing up for your own rights in ways that do not violate another's or put the
other person down. It leads towards a win-win situation.
Assertive behaviour is respectful of yourself and others. It equalises the
balance of power between two parties and clears the way for honest
relationships, mutual trust and open two-way communication. Assertiveness
involves taking personal responsibility for your actions and their consequences.
You can say "no" without feeling uncomfortable, guilty, apologetic, demeaning
or demanding.
This two-day course provides numerous tools for developing your positive
assertiveness. It is an active, participatory program with individual, partner
and group writing, speaking, thinking and movement exercises. There is time
devoted to practice the skills as well as time to reflect on the impact of being
assertive (as opposed to being aggressive or non-assertive) in your working
environment. Practical examples will be drawn from your own work and life
experience.
Learning Objectives
- Understand the distinction between three fundamental communication behaviours: assertive, non-assertive and aggressive
- Identify and overcome the barriers to being assertive
- Apply effective assertive skills techniques using voice, words and body language
- Utilise and interpret nonverbal cues effectively
- Balance professionalism and friendliness in conversing with clients
- Refine your communication skills for positive assertiveness
- Practice techniques of assertive listening and speaking
- Create motivation to incorporate assertiveness in your daily work life
Course Outline
Day One
- 9:00-10:30
The Three Behaviours
Introductions and icebreakers
Assertive, non-assertive, aggressive
The language of assertiveness
Habits and other barriers to being assertive- 10:30-10:45
- Tea Break
- 10:45-12:30
Emotions of Assertiveness
Understanding and using emotion
Self-talk management
Self-fulfilling prophecies
Visualisation technique to enhance success
Verbals: assertive word choice
Steps to expressing yourself assertively- 12:30-1:30
- Lunch
- 1:30-3:00
The Nonverbals of Assertiveness: Body Language
The V's of assertive communication
Body language basics
Body language signals: using and interpreting- 3:00-3:15
- Tea Break
- 3:15-5:00
The Nonverbals of Assertiveness: Vocal Effectiveness
Elements of vocal quality
Use of voice for assertive effectiveness
Assertive vocal delivery
Handling phone calls assertively
Virtual communication: the new wave
Day Two
- 9:00-10:30
Assertive Listening
Rapport building
Techniques for assertive listening
Expressing empathy
Questioning and probing
SBI approach to assertive expression- 10:30-10:45
- Tea Break
- 10:45-12:30
Approaches to Assertive Communication
Effective and constructive feedback
Assertive scripting
Describing your problem scenes
Alternatives and direction- 12:30-1:30
- Lunch
- 1:30-3:00
Moving Towards Win-Win
Conflict management styles and strategies
Assertive communication in conflict situations
Elements of a win-win approach- 3:00-3:15
- Tea Break
- 3:15 - 5:00
Multicultural Communication
Understanding differences and commonalities
Guidelines in communication across cultures
Creating an Action Plan
Review and wrap-up