Objectives

Upon completion of this course, participants will be able to:

• Clearly distinguish between passive, aggressive, and assertive communication styles.
• Identify their default communication style and the situations where it is ineffective.
• Employ "I" statements to express personal needs, opinions, and feelings without assigning blame.
• Set and maintain professional boundaries firmly and respectfully.
• Master techniques for saying 'No' to unreasonable requests while preserving the relationship.
• Deliver and receive constructive feedback assertively and non-defensively.
• Use assertive body language and vocal delivery to enhance the message's impact.
• Navigate confrontational situations with composure and a solution-focused approach.

Target Audience

• Employees who frequently feel overlooked, over-committed, or resentful in the workplace.
• Individuals who tend to avoid conflict or struggle to express disagreement.
• Managers who need to deliver tough performance feedback assertively.
• New team members or those stepping into roles requiring significant inter-departmental negotiation.
• Anyone looking to boost their self-confidence and professional credibility.

• Extensive role-playing with emphasis on vocal and non-verbal delivery.
• Group exercises and self-assessment tools to identify communication styles.
• Individual scripting of "No" statements and boundary-setting conversations.
• Case studies involving workplace conflict and performance feedback.
• Facilitated discussions and group debriefs after practice sessions.

Unit 1: Foundations of Assertiveness

• Analysis of the three main styles: Passive, Aggressive, and Assertive.
• The costs and consequences of operating in non-assertive styles.
• The Assertive Bill of Rights: Understanding your professional entitlements.
• Self-assessment: Pinpointing personal triggers and non-assertive habits.

• Challenging limiting beliefs and self-talk that prevent assertiveness.
• The link between self-esteem, self-respect, and assertive behaviour.
• Understanding and managing the fear of confrontation and rejection.
• Developing a win-win outlook in all professional interactions.

Unit 2: Assertive Language and Techniques

• The structure and power of the DESC (Describe, Express, Specify, Consequence) script.
• Using clear, non-judgmental language to describe behaviour and impact.
• Expressing feelings and opinions honestly without using accusatory "You" statements.
• Techniques for making clear, specific requests for change or action.

• Cultivating an assertive vocal tone: pace, volume, and inflection.
• Using assertive body language: maintaining eye contact, posture, and facial expression.
• Strategies for handling nervousness and projecting confidence.
• The power of silence and the pause in assertive conversations.

Unit 3: Setting Boundaries and Saying "No"

• Identifying personal and professional boundaries that are being violated.
• The process of communicating a boundary clearly and calmly.
• Techniques for reinforcing boundaries when they are tested.
• Managing guilt and anxiety associated with protecting your time and energy.

• Frameworks for declining requests respectfully while offering alternatives.
• Strategies for saying 'No' to managers, clients, and difficult colleagues.
• Handling persistent pressure and manipulative tactics with grace.
• Understanding the importance of prioritisation in the decision to say 'No'.

Unit 4: Assertiveness in Challenging Situations

• Delivering constructive feedback assertively using the 'Feedback Sandwich' or SBI (Situation, Behaviour, Impact) model.
• Assertively receiving criticism without becoming defensive or passive.
• Techniques for asking for the feedback you need to improve.
• Using "fogging" and "broken record" techniques to manage personal attacks.

• Applying assertiveness to negotiate favourable outcomes in disagreements.
• Strategies for de-escalating aggressive behaviour from others.
• Techniques for handling emotional outbursts and maintaining composure.
• Assertively following up to ensure commitments are met.

Unit 5: Integration and Personal Action

• Intense role-playing and scripting of high-stakes, real-world assertive conversations.
• Peer feedback on vocal tone, body language, and use of assertive language.
• Developing a personalized "Assertiveness Action Plan" for daily practice.
• Visualisation and rehearsal techniques for upcoming difficult interactions.