Courses Details
Course Schedule
Target Audience
This course is essential for anyone who deals with different personalities or difficult and challenging situations in the workplace – whether they involve customers, managers or colleagues.


Assertiveness is a communication skill in the same way that ‘negotiating’, ‘delegating’, and other business associated skills are. It is a communication skill that enables people to be more confident and develop the appropriate interpersonal skills for dealing with others. 

This course teaches you how to say the right thing at the right time – especially when interacting with aggressive, or difficult people.  Assertiveness increases the chance of success in any communication situation.
Course Objectives
The program focuses on the following objectives:

 1. To increase self-esteem and confidence when dealing with difficult situations.
 2. To be able to identify your own behavioral style and that of others.
 3. To learn the difference between aggressive, passive, and assertive behaviors.
 4. To learn how to use a variety of assertiveness techniques.
 5. To improve communication and interpersonal skills.
 6. To have the opportunity to practice new behaviors in a safe and supportive environment.

Course Outline
Day 1

 - What is ‘assertiveness’? 
    • What it is not.
    • Why we need it.

 - Behavioral styles.
    • What are the indicators of each style?
    • Understanding how to adapt to each style.
    • Practicing how to build effective relationships.

 - Communicating effectively.
   • First impressions.
   • Body language.
   • Verbal communication. 
   • Listening skills.
   • Assertiveness in communication.
   • How to be assertive.

Day 2

 - Assertiveness techniques. 
   • Positive inner dialogue. 
   • ‘fogging’ .
   • The ‘broken record’ technique. 
   • Discrepancy assertion.
   • Negative feelings assertion. 
   • Saying ‘no’ constructively. 
   • The desc script (describe, explain, say, commitment).

 - Transactional analysis: understanding how and when to use it. 

 - Workable compromise.
   • ‘win: win’.

 - Choosing different techniques to handle difficult situations.

 - Role-plays.