Assertive Communication - Critical Conversations

Ever found yourself biting your tongue when you should speak up? Or saying too much when emotions run high?

Whether you’re feeling vulnerable, unsure, frustrated or fiery – how can you stay true to yourself and get your message across clearly? When the stakes are high, how do you stand your ground without burning bridges?

That’s where assertive communication comes in. And yes – it’s a choice.

This practical, scenario-driven program helps participants master assertive communication strategies for handling emotionally charged or high-stakes conversations.

Through real-life case studies centered around the wedding organization process at the “I Sette Cipressi” fine dining restaurant, participants engage in challenging workplace situations and practice techniques in a realistic, immersive context.

Course objectives

• Express their needs and expectations clearly, confidently, and respectfully
• Apply assertive communication tools effectively in critical conversations
• Improve collaboration and resolve difficult situations through win-win approaches

Topics

I. Foundations of Assertiveness

• Understanding assertive behavior and its impact
• Communication basics to support assertive interactions
• When and why assertiveness is the best choice
• Key principles and techniques of assertive communication: Active Listening and I Statement talking

II. Critical Conversation Scenarios

Participants will explore and practice assertive responses across five typical high-pressure workplace situations:

• Receiving feedback
• Declining requests with confidence
• Delivering and receiving bad news
• Handling criticism and praise assertively
• Addressing passive-aggressive behavior (new scenario)
• These scenarios are introduced through a Challenging Situations Inventory, which reflects real-world dynamics and emotional complexity.