Page 41 - FLL Virtual Binder 2018

Saying “No”
There are times where you need to say ‘no’ clearly and definitively. There is always a way to say it that builds understanding and collaboration.
Say “No” effectively with the ‘YES’ method:
Y ...Yield to their feelings. Recognize and empathize that they may feel disappointment or frustration and ensure they do not feel rejected.
E ... Explain the reason why you are unable to meet their specific request. S ... Suggest alternatives that may also meet their needs.
.....Think of an example of a situation where you said ‘no’ to someone in way that just shut them down. Using the YES method, how could you say ‘no’ more effectively in order to build understanding and collaboration?
Re-directing
When someone attempts to negatively influence your response or take the dialogue down a destructive path, focus on the big picture, re-direct the conversation and keep it on a constructive track.
Example 1: “You let me down. I asked you for one thing and you wouldn’t do it. Thanks!” Sample response: “Let’s focus on the facts of this issue and see what we can do to solve it.”
Example 2: “Maybe you didn’t hear me. I’ll repeat myself yet again.”
Sample response: “I heard your sense of urgency on this project and the importance to the customer. Now let’s discuss how that fits with our other priorities and project commitments.”
Example 3: “You dropped the ball on the last project and this project will be the same.”
Sample response: “The circumstances of the projects are different. Here’s how I see managing this project.”
....Think of a situation where someone tried to de-rail the conversation. How could you respond that focuses on the bigger picture, the objective of reaching shared understanding, and gets the conversation on a constructive path?
Front Line Leadership Module: Communicate to Lead
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