Developing and Using Assertive Behaviour - Coach The Mind
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Developing and Using Assertive Behaviour

A one-day interactive workshop programme designed to give staff the skills to deal with people in a positive way by telephone and face to face.


As a result of attending the course participants will be able to:

  • Differentiate between assertiveness and other types of behaviour
  • Handle difficult situations and people effectively
  • Practice using assertive behaviour
  • Learn to say ‘no’ but still be effective

Course Content

  • Introduction to Assertiveness
  • What it is and is not
  • Establishing our existing levels of assertiveness

Interpersonal Communication

  • The barriers to effective communication
  • Body language to set the scene and facilitate persuasion
  • Using positive language and tone of voice
  • Effective listening for different situations

Developing & Using Assertive Behaviour

  • Assertive, indirectly aggressive, aggressive and passive behaviour
  • Using the techniques to stay cool and rational under pressure
  • Diffusing situations effectively
  • Understanding the other person’s point of view
  • Ownership of problems and complaints
  • How to deal with threats and bad language

Using the telephone to handle internal customers

  • Knowing the welcome
  • Questioning techniques
  • Giving information in the matching way
  • Summarising the conversation

Face to Face Skills

  • Relate effectively to other people and be prepared for negative attitudes
  • Anticipate and handle with confidence and authority awkward situations
  • Saying ‘no’ without feeling guilty

Training Methods

All training will be on an interactive basis to establish individuals’ needs and every element will be supported by related exercises. A comprehensive workbook is used that can be reference for future use.

Duration and Attendees

A one-day course with an ideal maximum number of twelve people.