Imagine this, a co-worker enters your office and says: "Cathy, could I talk with you for a minute? I'm having a real problem with...." You glance at your watch and think of
report that’s due in an hour. What do you do?What happens if you were Cathy’s supervisor?
Let’s continue. You're cooking dinner, starting to unstress,
food preparation timing is coming together-- for once, and your mother calls: "Could we talk, it’s important, I need someone to talk to?" What do you say?
What we would like to say and what we end up doing is usually two different things. Good news, tactfully saying no is a learned skill. It requires know-how and practice. Let’s get into ten how-tos and alternatives to help you practice.
Tip 1: There are three parts to meshing a "no but not no" response. The first part acknowledges and empathizes. The second part is a situation statement. And
third part is an action statement.
An example of an empathy statement: "Sam, I'm sure this problem is important."
Now let’s add a situation statement: "I'm working on a report that I promised to finish within
next hour."
The third, an action statement, needs to describe what you will do or offer as an alternative: "Let’s get together this afternoon at 2 PM. I'll meet you in your office."
You have just said no, without saying no.
Tip 2: What if its your supervisor interrupting you? What do you do? Here’s how to mesh
three parts.
Sandy, your supervisor enters, "Lisa, I hate to interrupt you, but we have a real problem in
field, I need to talk with you right away. Could I see you in my office?"
First,
acknowledgment statement: "Sandy, I'm sure this is an important problem." Second,
situation segment: "I'm working on that report you requested by noon." Third, adding
action: "Would you like me to defer
report until 2 PM [its imperative to offer an exact time] so we can meet now? Or would you like me to complete this and then come to your office?" This response allows your supervisor to see your perspective, situation, and make a decision.
Tip 3: Discouraging professional interrupters. These professionals make a career out of interrupting. They start talking and don't stop. They go on and on and when they finally stop to catch a breath, and you get to say something, they interrupt a few minutes later. How do you handle these?
Movement is
key. If cornered behind your desk, stand up, and move. If standing up, move away. If sitting down, stand up. You can change momentum by dropping something, or turning sideways. Reach for something that has nothing to do with
conversation, or excuse you to
restroom.
Interrupt in
same manner
use with you. Go ahead, they do it because it appears normal to them. Here are a few template statements: "Where is this leading?" "What’s your point, I've gotten lost in what I think is
trivia?"
It’s important to practice patience. These professionals don't usually hear you
first few times. Become a broken record if need be. Identify what it is about their communication style or interruption process that annoys you. Provide your feedback and your preferred method.
Tip 4: What about
few that don't get your hints? Sometimes following you down
hall or continuing to talk "at" you instead of "with" you? Be direct with this rude offender. If they appear to be bruised, don't let it bother you. They don't really take it personally, even if they say so. It is a form of manipulation. Don't play and don't apologize.