Justin Thompson,
Many of us have been in a position where our boss, our
co-worker, a client or customer has asked us to do something that we
know is a bad idea or a complete waste of time. More often than not, we
bite our tongues for fear of being the office Debbie Downer. But if we can save the company from a giant public relations or financial fiasco, why shouldn't we speak up?
I
asked several professionals to share their experiences and tips on how
to turn a "No" into a suitable arrangement for you and your counterpart.
Diana Booher, author of the new book "Communicate with Confidence:
How to Say It Right the First Time and Every Time," has tips on how to handle a questionable work request.
1. Start on a positive note: Remember
to keep your body language and tone in check, and be supportive of a
new idea. Don't be defensive and go for the negative right away. Allow
yourself time to mull over what the person has said and see if you can
accommodate it in any way.
2. Learn to say "Yes, and ...":
Instead of offering up a "No" right away, go with a "Yes, and." Then,
explain how the work could be accomplished and if that means certain
elements would have to change or wait in order to complete the project
or task.
3. Offer explanations: This is another time to
watch your tone and body language. Explanations shouldn't be excuses,
nor should they focus solely on your lack of time or ability to get
certain tasks done. Sometimes people make unreasonable requests because
they don't have a grasp of the amount of work that goes into certain
projects. Help them understand the steps and time involved, and if
that's the solution they want, how it would affect the business overall.
4. Provide alternative solutions:
Focus on figuring out the other person's goal versus his course of
action. By understanding what he wants to achieve, you may be able to
come up with alternatives that are more cost-effective, timely and
manageable within your workload but provide the same results. By giving
these options, you can also be seen as a valuable resource with a vested
interest in either the company you work for or the client you are
working with.
5. End with goodwill: Always try to wrap up a
"no" conversation with a positive, and outline what you'll be able to
achieve and the next steps or timeline of milestones. If no alternatives
are possible, offer to join future discussions or talks -- that will
show that you're willing to be a partner in upcoming projects.
It's also worth investigating the "Disney Process," which Leigh Steer, co-founder of Managing
Better People LLC, recommends. She suggests that companies use this
process to uncover how some "pipe dreams" can be achievable.
It's
also good to note that regardless of the request origin -- even from
your boss -- don't think you cannot reach out to someone senior and ask
for help in setting priorities or coming up with a solution that will
address everyone's needs. By keeping a list of priorities, you're able
to document the things you've been asked for but also give realistic
expectations and deadlines to those who've asked for your help on
projects or tasks. Also, keeping a record of the request you receive
will hold you accountable. It can then be used to your benefit later
when negotiating for a raise or promotion.