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Page 6 of 9
Assertiveness
5. Requests
5.1 When making a request in the workplace, be honest about what is involved.
- Do not pretend a two-hour job will take ten minutes.
- Do not apologise for asking.
5.2 Faced with an unreasonable request from a customer or colleague, explain why you cannot comply, and suggest an alternative.
- The customer is not always right. But the customer always has the right to an explanation.
- Employees also deserve explanations. They need to know why business needs may override personal feelings and the reasons behind decisions that affect their work.
- Do not say 'maybe', if you mean 'no'.
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