Tactful Wins

What do say when you can’t say “yes?” to someone?

What do you say when someone asks you for a further discount, and you can’t say “Yes?”

What do you say to someone who wants you to work overtime tonight but you can’t as you have your Uncle and Auntie from overseas visiting you tonight?

Well, most people would say, “No, I can’t!” and make up some excuse and leave it at that.

Others might say “Yes, okay, I’ll do it, but I’m really very busy,” or

“I’ll go see my manager and see if he’ll consider giving you the discount.”

This won’t work. When you try to bend over backwards to please people beyond what you can do, you only end up being miserable yourself.

Here’s a neat strategy – say … “Yes…. And….”

Let me give you an example. A customer asks me for a further concession after we’ve already agreed on the terms of the sale.

I say, “Yes … I’m sure that’s what you’d like to have. I can understand that, AND that’s the price we both agreed upon. Let’s wrap this up for you and you can take it home and surprise your husband with this gift!”

Your boss wants you to work overtime when you have your Aunt and Uncle from overseas visiting you.

So you say, “Yes, AND that would be okay if I had the time. Tonight I’m busy with a prior engagement. Can I do this tomorrow or can I talk to Jarad to see if he can do it for you?”.

Try this new statement of empathy and see if you can avoid saying “No”.

Try saying, “Yes…And ….”

It’ll certainly give you a new option when you use tactful, assertive conversations and not be a people pleaser or be passive in your behaviour.