How to Say “No”

07 Jun
by Bridget DiCello

What to Say?

First, gather enough information.  “Mike, I think I understand your request.  Can you share just a few more details of what you need from me?”

Then, frame it.  “Mike, I am hearing that this project is very important to Bob’s department, and to turnaround times.  This month, Mark has asked me to focus all my energy on the successful interactions with customers through our online systems.  I’m very excited about the opportunity to address some long-standing concerns we have heard from our customers.”

What you can do. “It would be early next month before I could start on that work for you, and I would estimate it would take about three weeks.  I know that Mary and Patrick are also experts in this area, and their schedules may be more free this month if you need it sooner than I can complete the work.  (Only say this if you know it to be true.)  What I’d be happy to do is have you circle back with me at the end of the month to revisit this priority.”

And, if you’re Mike, and don’t like that answer, you might say to you:

“Ryan, we all have a lot to do and turnaround time is everyone’s priority.  I really need to get this done and you and I have worked on it in the past!”

You feel Mike’s pain, but have a clear focus and path for the month, and in reality, his priority is not yours at this time. 

“You are right Mike, turnaround time is a priority and I have enjoyed working with you in the past.  The challenge is that this month, I have items that have been identified as higher priority in my calendar.  Would you like me to introduce you to some other members of the team who would be valuable resources for you since I am booked up?”

If you fail to clarify your goals for the month, and fail to say “No” to tasks outside your focus area, you will end up with too much on your plate, people upset with you more than they would of if you had found a way to say, “No” in the first place, and work that is not up to your quality standards.

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