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Transcript: How to say no
Business communications expert Ken Taylor joins us in the studio now with tips on using English at work. This time, Ken has advice on how to say no at work.
Ken: Hello. This is Ken Taylor from London. Saying no does not have to be difficult. It is a learnable skill. At first it may not feel comfortable saying no, but it does get easier the more you say it. A no can seldom be challenged if it is said for the right reasons and is seen to be fair.
Let’s practise some expressions you might use when saying no.
First, listen to this dialogue between Harry and two of his colleagues. Harry is busy working on a report to the boardVorstandboard that must be finished by Friday. First, Sara, a co-worker, comes to his office to ask for help. Then his boss Jack phones with a request. You can find the text in my article on page 62 of the latest issue of the magazine.
Sara: I’m glad I’ve caught you, Harry. I really need your help.
Harry: What’s up?
Sara: I’ve just been told I have to give a presentation about our product rangeProduktpalette, Lieferprogrammproduct range to the Italian group tomorrow. Could you help me prepare? It would only take a couple of hours and...
Harry: Sorry to interrupt you there, Sara. You know I’m usually happy to help, but if I don’t get this report to the board by Friday, my head will be on the block (ifml.)dann rollt mein Kopfmy head will be on the block. I’m afraid it’s just not possible for me at the moment. I’m sure you can get a presentation together yourself. You’ve got all day today.
Sara: But I’m not half as experienced as you.
Harry: You’ll be fine. But if you feel you need help, have a chat with Sandra. She’s done it before. Maybe she could help.
Sara: I’ll do that. Thanks for the suggestion.
Ken: Later that day, Harry is interrupted by a call from Jack, his boss.
Jack: Hi, Harry. Just a quick question. You know we have the group from Italy coming. They’ve asked to visit our Birmingham site, so we need someone to show them around on Thursday. I was wondering…
Harry: Sorry to to jump inunterbrechen, dazwischenredenjump in, Jack. I’d happily do it some other time but, right now, I’m afraid it just wouldn’t work for me. I’m totally tied up this week with the report for the board meeting on Friday. If you could to rescheduleeinen Termin verschieben, neu planenreschedule to next Monday, I could do it.
Jack: They go home on Friday.
Harry: How about someone from production? Could they do it?
Jack: Good idea. I’ll try them.
Ken: Let’s practise saying no using the same technique Harry used with Sara and Jack. Each time they asked him for help he said no by first interrupting them before they got too far into their request. He then used the sandwich technique to say no – saying something positive, then saying no politely with a reason and then saying something positive again. Finally, he made a suggestion to help the person asking.
Imagine you are at work, and, like Harry, you are preparing an important report for your board. Sara and Jack will ask for your help. You will need to say no to them. I’ll remind you of what to say. You speak in the pauses. After each pause you will hear Harry’s version from the dialogue. There will be a pause for you to repeat this. OK? Ready? Here’s Sara.
Sara: I have a problem. I have to get this report to Jack by tomorrow and was hoping you could help by digging out the figures I need. It wouldn’t take too long and…
Ken: Interrupt her politely.
Harry: Sorry to interrupt you there, Sara.
Ken: Now say something positive.
Harry: You know I would usually be happy to help out.
Ken: Say no politely.
Harry: I’m afraid it’s just not possible for me at the moment.
Ken: Say why you cannot help her.
Harry: If I don’t get this report to the board by Friday, my head will be on the block.
Ken: Say something positive again.
Harry: I’m sure you can get a presentation together yourself.
Ken: Now make a suggestion to help her.
Harry: But if you feel you need help, have a chat to Sandra. Maybe she could help.
Ken: Great. Now Jack will come with a request.
Jack: I need someone to present our production process to some potential customers tomorrow afternoon and wondered if you could do it. It would be for about 30 minutes and…
Ken: Politely interrupt him.
Harry: Sorry to jump in, Jack.
Ken: Say something positive.
Harry: I’d happily do it some other time.
Ken: Say no politely.
Harry: I’m afraid it just wouldn’t work for me.
Ken: Say why you cannot help.
Harry: I’m totally to be tied upeingespannt sein tied up with the sales report for the board meeting on Friday.
Ken: Say something positive again.
Harry: If you could reschedule it to next Monday I could do it.
Ken: Now make a suggestion to help him.
Harry: How about someone from Production. Couldn’t they do it?
Ken: Good. Well done. You might like to try this exercise several times while varying your responses. As I said at the start, saying no is learnable and it does get easier the more you say it.
