Course Outline
Module 1: Assertiveness Fundamentals

• Assertive vs aggressive communication

• Rights and responsibilities in service

• Case study: Impact of assertiveness on service outcomes

Module 2: Boundary Setting Techniques

• Professional limit setting

• Policy communication skills

• Workshop: Practice boundary-setting language

Module 3: Customer Advocacy

• Representing customer needs internally

• Escalation management

• Role play: Advocate for customer within policies

Module 4: Challenging Situation Management

• High-pressure communication

• Emotional regulation techniques

• Group activity: Develop assertiveness protocols

Module 5: Comprehensive Practice

• Full assertiveness scenario practice

• Peer feedback and coaching

• Assessment: Handle challenging assertive scenarios