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'.