Training your front desk staff usually means covering a variety of topics, from billing and insurance verification to customer service and appointment scheduling. And all of those topics can be made easier if you add assertiveness training to your toolkit.

Keep reading to discover what assertiveness is, assertiveness examples, and how assertiveness training can help your practice thrive.

What Is Assertiveness?

Assertiveness is a way of communicating that allows you to share your feelings, thoughts and needs in a respectful way that allows you to get your point across succinctly but without confrontation. Being assertive can lead to a healthier, more engaged workforce. It can ultimately lead to better productivity and efficiency, with clear boundaries between staff.

Assertiveness Examples

Some people believe that being assertive equates to being rude, but that’s not the case. Your staff is entitled to:

• Give an opinion
• Say how you feel
• Ask for what you want or need
• Disagree respectfully
• Offer your ideas and suggestions
• Say no without feeling guilty
• Speak up for someone else

By employing assertiveness training, your team can discover how to do this while still keeping positive energy going in conversations.

3 Assertiveness Training Tips

There are a variety of ways to provide assertiveness training. Check these three tips to get started, and then tailor them to your practice’s needs.

1. Use the Word ‘I’ and Not ‘You’

It can be hard to disagree with a patient or colleague without sounding accusatory, but using “I” statements can help. Consider the difference between “You never said that” and “I am afraid I remember the conversation differently.”

Using “I” statements can help soften difficult conversations because you’re simply representing yourself and not accusing the other person of anything.

2. Discover How to Say ‘No’ Nicely

Some people agree to do things they don’t want to do because they aren’t sure how to say no. But there are ways to say no without being rude, and you should weave tips on saying ‘no’ into your assertiveness training.

For instance, if a patient wants you to waive a copay because they don’t have the money, you might consider saying, “I understand it’s a challenge, but our insurance contract won’t allow us to waive this fee. Can we find a payment plan for you?” That’s a way of saying no that may not make your team feel bad.

3. Rehearse When Needed

Not every experience will allow your team to express assertiveness off the cuff. In some cases, you may know a difficult conversation is coming, and in those situations, you should rehearse what you’re going to say to ensure that you remain assertive throughout. It doesn’t need to be a full script, but it’s a good idea to at least remember a few talking points that will help you through it.

For instance, if someone is seeking a raise, they might have a bulleted list that includes phrases like, “Never missed a day of work, 5/5 satisfaction ratings from patients, improved collections rate 30%” and other accomplishments to help them stay assertive during the conversation.