When You Can't Say Yes
Just a Call Away Series: DVD 6
No one likes having to say no or I can’t, or it’s not available but often there is simply no choice. This video explores the major reasons why you can’t say yes and will help your people discern he difference between ”a hard no” and ”a service no”
16 minute DVD with comprehensive leader’s guide.
Training points include:
- The difference between ”a hard no” and ”a service no” – How can I help this person to the best of my ability?
- Show empathy
- Active listening skills
- Get the facts
- Clearly state reasons with honest, logical explanations
- Avoid unfortunately, sadly and regrettably
- ”However” indicates new information
- Don’t give up easily – Use your smarts
- Lateral thinking
- Rack your brain for alternatives and information
- A service no makes everyone a winner
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