Learn to communicate your needs and requirements clearly and calmly to others.

Assertiveness is the ability to communicate your needs and wants calmly and confidently. Most people struggle to do this.

The power and influence that communicating assertively gives comes from self-assurance, not bullying or intimidation.

When you communicate confidently, other people will usually communicate with you in the same way. This means that you are far more likely to reach ‘win-win’ solutions and be viewed as a problem solver. You will also find work less stressful.

Our experienced trainers can show you how to develop this vital skill and strategies for dealing with difficult people and situations.


This course will lead you through the theory of assertive communication. You will also practice how to use these techniques in real-world scenarios to communicate more clearly.

It will explain:

  1. What the core 4 communication skills are.
  2. The 7-step assertive care process and how to use it day-to-day.
  3. Why active listening is so important and how to become a more active listener.
  4. How to use the Thomas-Kilmann matrix to quickly and effectively recognise Win-Win situations.

You will return to work:

  1. Understanding where you need to focus to improve.
  2. Confident that you know how to communicate assertively in person, on the phone and by email.
  3. Able to use different forms of assertive communication depending on which is most appropriate to the situation.
  4. With specific strategies to use in very difficult or stressful situations when communication assertively is most difficult but most valuable.
  5. With a personal action plan to ensure that you make a lasting change to your communication.


You don’t need to bring anything with you to our training courses.

We offer a relaxed, supportive learning environment and some of the nicest instructors on the planet.

Our courses run from 9.30am to roughly 4.15pm.

We includee everything you need for a really enjoyable, productive day:

✔ Plenty of refreshments and biscuits through the day.

✔ A tasty, freshly prepared lunch.

✔ Comfortable, fully air-conditions training rooms.

✔ A full-colour book or manual to take home with you.

There is no dress code. Please come dressed in whatever you are most comfortable in.




Yes. We regularly provide private assertiveness training courses.

A private course provides extra privacy whether the training is for an individual or a team. It means that you can speak to our trainers completely confidentially, and so work on the root cause of your issues. Once these are out in the open it is possible to deal with them and very quickly effect long-lasting change at a fundamental level.

In addition to the above our private courses allow us to:
✔ Provide training at your site if that would be more convenient that one of our training centres.
✔ Customise the course to your exact needs.


You don’t need any prior experience to attend this course.

You simply need to be open to discussing the techniques that our trainers will be showing you and talking about how they might apply to your particular situation.

It is very useful if prior to the course you could keep a time diary for a week or so. This will simply contain what you have spent your work days doing and also note any particular issues that came up.


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