Duration: 2 days


Course Aims

This course aims to help participants maintain effective working relationships with colleagues and customers by identifying what constitutes assertive, and non-assertive behaviours, developing an understanding of the barriers to assertiveness, and encouraging the use of assertive communication techniques.


Programme Outline

Day 1
What is assertiveness?
Rights and responsibilities
Assertive statements
Active listening
Developing self confidence

Day 2
Making requests
Saying 'No!'
Giving and receiving feedback

Handing disagreement and conflict
Handling difficult situations
Action planning
Review and close



Course Objectives

By the end of the course, participants will be able to:

  • Identify the differences between aggressive, assertive and submissive behaviours and what effects these behaviours produce

  • List the rights of individuals in their relationships with others
  • Make use of assertive statements and employ active listening
  • Identify the barriers to assertiveness and employ strategies for developing self confidence
  • Behave assertively in a variety of different situation.

Management Skills Training

Interpersonal Skills Training

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