Examples of Assertive Communication in Health and Social Care

Assertive communication is an essential skill in health and social care. It allows professionals to express themselves clearly, protect their boundaries, and advocate effectively for their patients and clients.

Being assertive means communicating in a way that respects both the needs and rights of the speaker and the listener. It avoids aggression and passivity, instead focusing on mutual understanding and problem-solving.

In this guide, we cover examples of assertive communication and how it is used in health and social care settings.

Expressing Professional Expectations Clearly

Health and social care workers often need to set boundaries or clarify their professional roles. Assertive communication helps ensure that expectations are clearly understood without being confrontational. For example:

• A care worker could say to a client: “I am here to support you with your daily tasks, but I cannot make decisions on your behalf. My role is to provide the information you need to make informed choices.”
• A nurse may assert themselves if they are asked to work beyond their contracted hours by saying, “I appreciate you need cover for the shift, but I’ve already fulfilled my hours this week. I’ll assist by letting the rest of the team know about the vacancy.”

This allows the professional to express their limitations while still being respectful and constructive.

Advocating for Clients or Patients

Health and social care workers are often required to advocate for the rights or needs of their clients. Assertive communication ensures their voices are heard while respecting others in the conversation. For example:

• A social worker attending a multi-agency meeting about a child’s welfare might say: “It’s clear from the family feedback and reports that accessing mental health support is a priority. I believe we need to give this greater focus in the recommendations we agree on today.”
• A support worker speaking to a GP about a patient’s unaddressed needs could assertively state: “The client has told me they are struggling with pain that is affecting their daily activities. Would it be possible to arrange a review of their medication?”

These examples demonstrate clarity and respect while ensuring the client’s or patient’s needs are brought to the forefront.

Managing Difficult Conversations

In health and social care, difficult conversations are part of the job. These could involve speaking to clients and families about sensitive issues, managing conflict with colleagues, or addressing behaviour that is impacting care provision. Assertive communication allows these conversations to happen in a constructive and fair way. Examples include:

• When a colleague is not pulling their weight during a busy shift: “I’ve noticed that I’ve been managing most of the medication rounds today. Could we divide the tasks more equally so we can ensure safe and timely care together?”
• When discussing a client’s refusal to follow health advice: “I understand you’re finding it hard to follow the treatment plan, but I worry that not taking your medication might lead to complications. How can I help make this easier for you?”

These approaches focus on the issue at hand rather than assigning blame or escalating conflict. The tone remains calm, and the aim is to find a solution collaboratively.

Responding to Inappropriate Behaviour

Assertive communication is vital when addressing inappropriate or disrespectful behaviour from clients, colleagues, or others. Staying calm but firm helps uphold professional standards without being aggressive. For example:

• A care worker responding to disrespectful language from a client might say: “I understand you’re upset, but I ask that we speak to each other respectfully so that I can continue to support you.”
• A nurse addressing an inappropriate comment from a colleague could respond: “I felt uncomfortable about the comment you made earlier. I would prefer we maintain a professional tone while working together.”

This style of communication allows the health or social care worker to stand up for themselves while maintaining professionalism and mutual respect.

Providing Feedback

Health and social care professionals frequently need to give feedback to colleagues, clients, or other stakeholders. Assertive communication ensures this feedback is constructive and helps address concerns effectively. For example:

• To a colleague struggling to meet deadlines: “I’ve noticed you’ve had difficulty completing your reports on time, which can delay care plans. Is there a way I can support you to manage this workload?”
• To a client: “You’re doing really well with your goals, but I think we need to focus a bit more on managing your diet as it’s affecting your overall health. Are you open to trying some new meal options?”

This approach highlights the issue neutrally and supports positive changes without criticism or negativity.

Refusing Unreasonable Requests

Workers in health and social care are often asked to go beyond what is reasonable, whether by colleagues, clients, or external partners. Assertive communication enables them to say no while still being supportive. Examples include:

• To a client asking for something not in the care plan: “I understand why you’re requesting this, but this isn’t something I can provide. Would you like me to help find someone who can?”
• To a manager asking for unrealistic extra shifts: “I appreciate you’re trying to cover staff shortages, but I can’t take on additional shifts this week. Have you considered contacting the bank staff?”

These examples show how workers can respect their own boundaries while maintaining professionalism.

Encouraging Participation and Decision-Making

Encouraging clients or patients to participate in decisions about their care is a key principle of person-centred care. Assertive communication helps facilitate this by actively involving them in discussions without taking over. Examples include:

• “It’s your choice whether to accept the treatment. Let’s go over the benefits and risks together to help you make an informed decision.”
• “You’ve mentioned you’re unsure about staying in assisted living. What would it take for you to feel more confident about this option?”

Such conversations ensure the person being supported feels heard and respected. This empowers them to take ownership of their decisions.

Managing Team Meetings

In health and social care, team meetings are a common situation where assertive communication is needed. It ensures all voices are heard and discussions remain productive. Examples include:

• “I think we’ve spent enough time on this issue. Can we move on to the next agenda item?”
• “I’d like to bring attention back to the original point, as I feel we’re getting off track.”

These approaches help manage time and keep the focus on key priorities without dismissing anyone’s input.

Listening Assertively

Assertive communication isn’t just about speaking—it’s also about listening actively and openly. Listening assertively means giving full attention, acknowledging the speaker’s words, and responding appropriately. Examples include:

• “I hear that you’re feeling frustrated about the delay in your appointment. Let me look into it and see what I can do to help.”
• “You’ve raised some important concerns. Let’s take a moment to go through each one so we can address them.”

These responses show empathy and a willingness to act, building trust between the health or social care worker and the other party.

Final Thoughts

Assertive communication is a key skill in health and social care. It ensures professionals can advocate for their clients, set boundaries, and address issues constructively, all while maintaining respect and trust. By practising assertiveness in various scenarios—expressing professional expectations, providing feedback, managing difficult conversations, and more—health and social care workers can improve outcomes for themselves, their teams, and the people they support. This approach fosters clearer communication, greater collaboration, and better-quality care.