Overview
Assertiveness is often misunderstood as being forceful. In fact it's the balance between two common extremes: staying quiet to avoid tension, and pushing too hard. Assertive people state their views and needs clearly while respecting other people's.
This course helps participants understand their natural style, practise assertive language and handle the situations they find hardest: saying no, disagreeing with someone senior, or standing their ground under pressure.
Who this course is for
- People who find it hard to say no or speak up
- Staff who come across as more forceful than they intend
- New managers stepping into authority
- Anyone dealing with demanding colleagues or customers
Signs your team would benefit
If any of these sound familiar, assertiveness skills training is likely to make a real difference.
- People say yes to everything, then miss deadlines
- Concerns are raised behind backs instead of directly
- A few loud voices dominate meetings
- New managers struggle to set expectations
- Staff find it hard to handle demanding customers
What participants will learn
- The difference between passive, aggressive, passive-aggressive and assertive behaviour
- Your natural default style
- Assertive language and phrasing
- Saying no and setting limits
- Disagreeing constructively
- Staying assertive under pressure
Course objectives
By the end of the course, participants will be able to:
- Distinguish assertive behaviour from passive and aggressive behaviour
- Recognise their own default style and its effect on others
- Use assertive techniques to express views and needs
- Say no and negotiate demands professionally
- Handle pushback while staying calm and respectful
Key topics
- Behaviour styles
- Rights and responsibilities
- Assertive language
- Saying no
- Handling criticism
- Broken record and other techniques
- Body language and tone
What a typical session looks like
Every session is tailored, but most follow the same shape, moving from ideas to practice to a personal plan.
- 1
Start with your reality
We open with the situations your team told us about in our pre-course conversation.
- 2
Understand the core idea
Short, clear input on the model behind the course, without jargon.
- 3
Practise
Participants identify their default style, then rehearse assertive responses to the situations they find hardest.
- 4
Apply it to real scenarios
Groups work through examples drawn from your workplace and sector.
- 5
Leave with a plan
Everyone commits to two or three actions they'll try in the next week.
Benefits
For employees
- Greater confidence to speak up
- Less stress from over-committing
- Better boundaries with colleagues and customers
- More respectful handling of disagreement
For your organisation
- More honest conversations and better decisions
- Problems raised earlier
- Fewer conflicts caused by aggressive or passive behaviour
- More confident managers and team members
Delivery options
Assertiveness Skills training is available in two formats. Both are live, interactive and tailored to your organisation.
In-house training
In-house sessions can include role-play built around situations your staff genuinely face, which makes practising assertive responses far more useful.
We deliver at your premises, or a venue of your choice, anywhere in Wales.
About in-house trainingLive online training
Online delivery uses small breakout groups for practice, so participants still rehearse real conversations.
Sessions are trainer-led and interactive, with breakout practice and discussion.
About online trainingFurther reading
Free guides from our resources library on the ideas behind this course.
Available across Wales
We deliver assertiveness skills training at workplaces throughout Wales, including:
Assertiveness Skills training: FAQs
Is there role-play?
There's practice, because assertiveness is a skill. We keep it supportive and low-pressure, often in pairs or small groups rather than in front of the whole room.
Is this course for quiet people only?
No. It's equally useful for people who come across as too forceful, and for managers who need to be firm but fair.
Do you deliver assertiveness training across Wales?
Yes. We run sessions at workplaces across Wales and live online.