Assertive communication

With assertive communication, the speaker effectively expresses their needs, rights and opinions in a manner that is respectful of others (McKellar & Diaz, 2014).

It is based on mutual respect and targets problems rather than people, with a mutual goal to solve a concern or crisis. This communication style has been found to neutralise incidents of workplace bullying, reduce the stress experience in complex situations and boost self-empowerment.

Being an assertive communicator does not always come naturally.

To improve your assertive communication skills:

• know what you want to say – use “I” statements
• respect the opinions of others (even if you don’t agree)
• get to the point and keep it simple 
• choose the right moment to assert yourself
• be confident, not arrogant
• be firm but polite
• don’t be aggressive or raise your voice
• speak in a neutral tone
• actively listen to what people have to say
• ask people to listen – you have something important to say
• ask questions to understand views that differ to yours
• know your limits and boundaries – what you will and won’t accept, and
• look for areas of compromise – win-win is a good outcome.

Saying no isn’t always easy. But saying yes all the time can lead to you feeling overwhelmed, overworked, stressed, and put you at risk of burnout. It is important that you take steps to prevent increasing workloads, which prevent you from finishing your shift on time, having time off work and taking your breaks. Saying no assertively has been linked to resilience and can be said to be a stress management technique (Riley, 2017).

When to say no:

• if tasks are outside your scope of practice or position description
• when a request is unreasonable
• if you feel unsure or not confident
• if saying yes will negatively affect your shift plan and negatively impact patient care
• because you don’t want to (overtime, shift swaps), and
• if the request is not consistent with the values of the organisation.

Read some of our other articles:

• Communication
• Positive self-talk
• Mental health self-care
• Stress management

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