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Business Skills

Course Type

Personal Development

Price Per Delegate

£345 +VAT
Public Scheduled Course

Price Per Course

£1,295 +VAT
On-Site at Customer Premises, Max 10 Delegates


1 Day

Full/Part Time

Part Time


SmartStyle Training

Book course

This course is intended to give people the skills they need to communicate their position, opinions and feelings confidently and assertively. It is also suitable for those recently promoted who require confidence in communicating in new, or perhaps challenging, situations.


The course is a very practical course which investigates how to recognise different behavioural styles and the benefits of using assertive techniques when communicating and negotiating with colleagues, management and customers.

By the end of the course delegates will have participated in a number of practical activities applying the techniques covered during the course.

Download Outline (PDF)


Module One — Understanding Yourself
  • Where Confidence Comes From
  • The JOHARI Window
  • Life Birth Position
Module Two — Behavioural Styles
  • DISC Behavioural Analysis
  • Implications of Behavioural Styles
  • Your Style Under Normal & Pressure Circumstances
Module Three - Understanding Behaviour
  • What is Assertiveness?
  • The Difference between Assertion & Aggression
  • Understanding Passive & Aggressive Behaviour
  • Rights & Responsibilities
  • Turning Limiting Beliefs into Assertive Ones
  • Recognising Triggers
  • The Steps to Assertiveness
Module Four - Preparing to Assert Yourself
  • Verbal & Non-Verbal Communication
  • Effective Use of Voice & Words
  • Establishing Rapport
Module Five — Assertive Techniques
  • Basic Assertion
  • Objective vs Subjective
  • Empathy & Lead In Assertiveness
  • Consequence Assertiveness
  • Using the DESC Script
  • Discrepancy Assertion
Module Six — Assertion in Difficult Situations
  • Handling Requests
  • Expressing Doubts & Disagreements
  • Being Assertive with Aggressive People
  • Disagreeing with Others Positively
  • Averting Conflict
  • Constructive Criticism
Module Seven — Adapting Your Approach
  • The Four Colour Behavioural Styles Matrix
  • How Different Behavioural Styles Communicate


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