To allow individuals to gain basic knowledge regarding becoming more assertive and the use of assertiveness techniques. Thus enabling individuals to communicate more confidently, effectively and appropriately within the workplace.

When assisting individuals to become more assertive, many people believe it means becoming aggressive in the way you communicate. However contrary to this common misconception, enabling individuals to undertake assertiveness training can have many positive outcomes, such as improving interpersonal relationships, enhancing self-esteem, reducing conflicts and anxiety and lessening feelings of helplessness (The Communication Care Communication Group 2001).

The assertiveness training may be relevant for many healthcare staff that often have to manage difficult people and/or situations, which in-turn can sometimes undermine confidence and prevent effective communication. Likewise clinical staff may need extra support (being more assertive) as they have to protect the rights of vulnerable patients in their care.

Therefore the assertiveness training provided by the Heart of England Foundation NHS Trust, intends to help staff identify barriers to effective communication, as well as recognising and practising techniques to become a more confident, clear and direct communicator, whilst respecting other people.

To enhance existing skills and knowledge, attending the Communication ‘Power of Behaviour’ and Customer Care courses may be of additional benefit.

1. Identify what is meant by assertiveness and assertive behaviour.
2. Recognise the three ‘modes of behaviour’.
3. Discuss assertiveness techniques.
4. Demonstrate different assertiveness techniques.
5. Identify how to assertively manage confrontation and criticism.

1. Formative assessment of group and individual discussions; written and verbal feedback; Question, Pause, Nominate, Answer (QPNA); continuous monitoring throughout the course.
2. Formative group and individual discussions; written and verbal feedback; Question, Pause, Nominate, Answer (QPNA); self-analysis questionnaire to identify own behaviour mode.
3. Formative group and individual discussions; written and verbal feedback; Question, Pause, Nominate, Answer (QPNA).
4. Formative monitoring of group activities (interaction, discussions as well as written and verbal feedback).
5. Formative group and individual discussions; written and verbal feedback; Question, Pause, Nominate, Answer (QPNA).

This course is open to all employees in the Heart of England NHS Foundation Trust, who feel they may benefit from the course.

Requests are also accepted by managers, applying for training on the behalf of their staff, who may require additional learning on this topic.

3 hours

This course is open to all employees in the Heart of England NHS Foundation Trust, who feel they may benefit from the course.

Requests are also accepted by managers, applying for training on the behalf of their staff, who may require additional learning on this topic.

For dates of courses please contact  Healthcare Careers Development Unit: (0121 42) 41760 or email hcdu@heartofengland.nhs.uk

Contact - Healthcare Careers Development Unit: (0121 42) 41760 or hcdu@heartofengland.nhs.uk